Wi-Fi & connectivity

[Leita58]

I bought  a Roku premiere, model number, 3920X  the end of October 2021.About a week ago, I could not get it to connect to  my wifi anymore.  I tried all the suggestions, even a factory reset, nothing worked.  I then took it to my daughters house to  try and it did not work there either.  I am thinking it is shot.  What I am looking for is  a way to contact Roku to talk to them about it.  I  may not be looking in the right place but I can't find any   way to e-mail or  live chat with them.  does anyone  know how I can contact them?  Thank you.

[RokuKariza-D]

Hi @Leita58

Thanks for the post.

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: How to connect your Roku device to the internet using Wi-Fi or Ethernet

Furthermore, please be advised that Roku Premiere is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to.

You can also try configuring your router and use wireless channels 1, 6, or 11 which are the preferred channels in North America. Each time you change the wireless channel, you will likely need to apply/save changes before you are prompted to restart the router.

Let us know how it goes!

All the best,
Kariza

[Leita58]

no error message,  just  keeps saying can't connect and  retry. My wifi is  a 2.4Ghz. I tired all the suggestions I read, nothing works.  I even took it to  my daughters house to try and  the same things happens it won't connect to the wifi.   There is a  blue light on front  of the Roku and it  keeps on blinking all the time.  Never stays on stead.  It  use to when it worked.

[makaiguy]

Your problem may have been caused by a recent update to your router which affects some Roku models. The update changed the router's wifi connection parameters from b/g/n to g/n. This has been reported lately with equipment from Comcast/Xfinity and Cox, but there may be others.

Affected users report the Roku identifies the local network as available and rates the connection quality, but will not then connect. The fix is to switch the router configuration protocols from the g/n wifi that was set by the update back to b/g/n. If you don't have access to your router's configuration controls you may have to have your internet provider do it for you.

Step-by-step post from @AvsGunnar for Comcast/Xfinity users:
https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...

[Leita58]

I do not get to the point where Roku identifies  a  local network as available.  I go to settings, set up connection, wireless,  and it scans and always comes up  unable to connect to a wireless network.  I tried all the suggestions,  unplugging and plugging back in, restarting and so on  that everyone suggests.  then I did a factory reset.  Now I get to the choose language, and   then the scan for a  wireless connection  and  up comes the unable to connect to a wireless connection, try again, and again and again

[Boz]

The 3920X is a slightly older model, but if you bought it new in October, 2021, (to me) it sounds like the issue should be handled under warranty. I think US Roku streaming devices have a 1 year warranty.

[makaiguy]

If it doesn't find the network at all, there are some other 2.4 GHz band router issues that maybe involved.

Roku Express/Express+ (not the relatively new Express 4K/4K+) and Premiere/Premiere+ are lower end units with single band Wi-Fi radios that only support the 2.4 GHz band.  They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, !et alone connect to it.  If you have one of these Roku models and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on. 

There have been reports lately of updates to the router shutting off the router's 2.4 GHz band, especially with equipment supplied by internet providers.  Users without access to the router's configuration controls have had to contact their provider to get 2.4 GHz turned back on or in some cases have the router replaced with a new one.

Within the 2.4 GHz band, Rokus support channels 1-11 as are used in North America.  If your router supports 2.4 GHz channels outside this range make sure your router is set to use a channel in this range and that you aren't using an auto setting that could select channels outside this range.