Wi-Fi & connectivity

[munch]

My son's Roku won't connect to our working wifi at our house. We have reset the router multiple times. I have restarted the Roku. I have even tried a hard factory reset. It is finding our home wifi signal, but will not connect to it. My phone, computer, and wife's phone all are working on the wifi signal> I even turned my phone into airplane mode and then connected to the wifi to be sure that I wasn't accidentally using cellular signal. Am I doing something wrong, or is my Roku out for the count?

[renojim]

The model number of the Roku device would help since not all models have the same capabilities.  You can find it written on the device or displayed under Settings->System->About.

Did this just start happening or has it never connected?  It's not unusual for ISPs to make changes to their customers' routers that can affect the ability of some Roku devices to connect.

[GLeigha]

This is happening to me too and is very frustrating. I have no idea how to get it to work. 

[RokuEuniceL]

Hi @GLeigha,

Greetings from the Roku Community!

We regret to hear about this. Please allow us to assist you. What error message or code are you getting after trying to connect to your network? How far is your Roku device from your network router? 

Kindly try restarting your system and restarting your network router and see if it fixes the issue.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,

Eunice

[GLeigha]

Thanks for your suggestions! The error message is "unable to connect to wireless network." But the device is able to see my wifi and says the signal strength is "excellent." My wifi is working well with all other devices in my house, so I know it is working properly. I have restarted the Roku and wifi router (including completely unplugging them) multiples times over the course of a couple days and it's still not working. The device is about 10 feet from the router. It has worked fine for months until this started happening a few days ago. It is very frustrating! What else can I try?

[RokuJanadeeK]

Thanks for keeping us informed, @GLeigha.

Could you try connecting the Roku device to an alternative network, such as a mobile hotspot, just to check if it would connect to another network source?

Are there any error codes or numbers shown on the screen?

Please keep us updated so we can continue assisting.

Regards,
Janadee

[GLeigha]

Just tried with mobile hotspot and got the same error: "unable to connect to wireless network"

[RokuArjiemar]

Hello! @GLeigha,

Thanks for the post,

We appreciate you reaching out to us. We're pleased to assist.

Try selecting the 2.4 GHz band of your network for all your Roku devices and see if the connection stabilizes. Try changing the wireless mode under the router settings for the 2.4 GHz band to b/g/n and verify that your 2.4 GHz band has not been disabled.

Thanks,

Arjiemar