Wi-Fi & connectivity

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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Hollym
Level 7

Roku wifi says excellent wifi and has internet connection but apps wont work

I am having the same problem internet is good, reset the connection, did a factory rest and still can not get any of my apps to load. I have a roku in my bedroom and that one works just fine.

Please help!! 

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3 REPLIES 3
RokuMary-F
Roku Employee
Roku Employee

Re: roku wifi says excellent wifi and has internet connection but apps wont work

Hi @Hollym,

Welcome to the Roku Community!

I would recommend checking out our Support page for troubleshooting issues here:: How to connect your Roku® streaming device to the internet using Wi-Fi® or Ethernet | Official Roku ...

Furthermore, if the affected device is a Roku Express or Roku Premiere, please note that both devices are 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 check your device model by navigating to Settings > System > About.

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

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Eveplo
Level 7

Re: roku wifi says excellent wifi and has internet connection but apps wont work

Hi there,

I have the exact same problem but can’t manage to fix it. Mind you, 2 days ago, it was all working good! I have roku ultra and a router to-link ax11000.

I tried rebooting the router then roku.  Reseting the connexion of the roku. Using my phone as hotspot(this worked, and i was able to complete the setting after i return roku to factory setting).  Then I change 2,4 connection to 20mhz channel 11 and b/g/n mode.  In 5ghz, i change to 40 mhz chanel 161 and it shows 802.11a/n/ac/ac mixed as mode.  I deactivated whatever firewall and security option available and I reserved an ip address to the roku. Oh and between each of those changes, i rebooted both the router and the roku.  In one occasion, i saw internet speed on the information screen but it lasted only couple of second.  Internet is working otherwise and my isp is telling me that roku should know the setting my router should have in order to work.  I am actually beyond annoyed with this now really expensive useless gadget.  Did I mentionned that neither the router nor the tv were moved ans the one time I saw the internet speed, it was at 102mps.  Please please help me!

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RokuDanny-R
Roku Employee
Roku Employee

Re: roku wifi says excellent wifi and has internet connection but apps wont work

@Hollym

Thanks for the post.

We would be more than happy to look further into this issue, but we will need more details. Can you please provide us the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
  • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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