Wi-Fi & connectivity

[noellem21]

Yesterday, 9/20/2021, my Roku Express would not connect to the internet. We have 2 other Roku Tv's in the house and they are working fine. The Roku Express was working fine on 9/17 as well with no issues.

9/20/2021-trying to connect to my Wifi and it even shows an 'Excellent' strength for the Wifi I'm using. (the router is 2 feet from the TV/Roku Express). I choose my Wifi, type in my password and it tries to load/connect. The wireless connection gets a red X and then so does the internet connection. It goes to an error screen and says "Unable to connect to wireless network". It has an error code of 014.30.

I have reset the Roku Express numerous times, forgotten the device on my internet carrier, and I have even factory reset my Roku Express and it will still not connect. I'm not sure what else there is to do.

[makaiguy]

@noellem21- Do you have Xfinity as your internet supplier?   If so, your problem may have been caused by a recent update to many Xfinity-supplied routers:

Xfinity users report the router configuration needs to be switched back to b/g/n security. If you don't have access to your router settings, you may have to request Xfinity to do this for you.

Edit: This same problem has been reported with routers from Cox Communications.

[Dbranch]

I’m having this SAME problem. What’s wrong with it???

[RokuKariza-D]

Hi @Dbranch

Thanks for the post.

Please provide the following information. Just a heads up that it is important to provide your router make & model so we can help you out. If you didn't found it on the device itself, contact your ISP.

-Roku device model
-Serial number
-Device ID
-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 by 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)
-Internet service provider
-Router make & model (usually can be found at the back or underneath the router itself)
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.

All the best,
Kariza

[Abrad]

I am having the same issue. I restarted my router I've contacted my internet service provider who confirms it's not on their end, and I have restarted my Roku device and unplugged it multiple times, all with the same result Roku stating it's not connected. I find my network with excellent strength. When I go to connect it it acts like it's going to connect and then a red X appears by my wireless selection at that screen. All of the information you requested from the prior consumer should be below. I have screenshots if you can provide somewhere to send them. I can't upload them here... I have 2 Roku devices at my home that are both doing us. I can't find the way to reach a live person so it'd be great to get some help here.

Router: Panaoramic TG1682

Internet Provider: Cox Communications 

Roku devices- 

1- Model 3820R -Roku Premier 

Serial number YH00CH226882

Software version 10.0 build 4209-81

Devices ID JF295C226882

Wireless MAC address CC:6D:A0:FA:75:F5

2- Model 3930X -Roku Express 

Serial number X00400G41NJ

Software version 10.0.0 build 4209-AE

Devices ID S008309G41NJ

IP address 192.168.0.252

Wireless MAC address 8C:49:62:C1:48:AE

[justsomeguy]

I’m having the same issue. Got a Cox tech visit and new modem. Internet works great on my phone. After a dozen or so tries to sign in, having to re-enter my WiFi password multiple times, now my Roku doesn’t even see my 2.4 network. I’ve tried everything but a factory reset. Lmao I’m determined to avoid re-entering all my streaming service passwords. 
Roku Support, HELP!

[justsomeguy]

Roku Express, same Cox modem as above

[RokuKariza-D]

@Abrad @justsomeguy

Thanks for providing us your information.

Our team is currently investigating the issue affecting Roku Premiere (3920) and Roku Express (3930) devices with the router model you provided. Once we received an update regarding this problem, we'll let the Community know immediately. 

In the meantime, we suggest making sure that the firmware version of your router is up to date. If you are in an old version and you don't know how to update it, we recommend asking for assistance from your ISP. 

Your patience and understanding are greatly appreciated.

All the best,
Kariza

[justsomeguy]

Hey I figured mine out!!! Here’s the steps I took…

1.) On the bottom of your Cox Panoramic modem, at the bottom of the label, it says “admin tool”. Enter that in your browser on your phone or other device. The login is “admin” and password is “password”. It will bring up a menu. 
2.) On the left, click on “Connection”, then click below on WiFi. 
3.) If the device you’re using is already connected to the 2.4, it will bring up an options menu. If it doesn’t automatically bring up the info for your 2.4 network, click on “edit” on the right side of the screen for the 2.4 network. 
4.) The third item down says “mode”, and has an option box. change the mode option from “802.11 g/n” to “802.11 b/g/n”. 

And it’s fixed!!!

In that menu, you can change the name and password of your WiFi also. 


Good Luck!

[Dbranch]

This seems to work!