Wi-Fi & connectivity

[Jrft1379]

I just switched ISP and with that came a new router. Every other device accepted the new network & password without incident. But my Roku Express will not. I have tried the following steps:

• Tried to add the network manually via the "Private Network" option.

• Restarted the Roku Express.

• Restarted the router.

• Tested the Roku Express' connectivity by using my phone's mobile hotspot. It connected with no issues. 

• Reset the network connections.

▪︎ Reset to Factory Settings.

Nothing has worked. It still will not accept the network password.

[AvsGunnar]

@Jrft1379 

If this new password has any special characters, try removing them and see if the Express now connects. (the special character that may be the culprit varies between Roku devices and router model numbers.) The Express models are reported to have an issue with the pound symbol (#) in most cases.

Go into your router settings (or use your router's app if available) and change the SSID passwords to eliminate the special characters.

If the special character is not the issue, make sure the router is using WPA2-Personal encryption.  If using a wifi6 router, make sure the setting is not just using WPA3.  Need to use WPA2/WPA3.

[j58payan]

I shouldn’t have to change my password to accommodate ROKU. I had the exact problem last year and I returned the Roku for a Firestick. I went to the store today and got me. Roku; completely forgot about the issue last year and AGAIN, it’s the same issue. This is CLEARLY a Roku issue, not US. So before u give us any more “WARM GREETINGS”, fix the problem in your end because CLEARKY a lot of people have issues connecting. Now I have to go back to the store to exchange it for a new Firestick. I should charge u for gas and time.

[RokuReynan-L]

Hi, @j58payan.

Welcome to the Roku Community!

We appreciate you letting us know about having an issue entering your password for your internet. We'd like to know more about this.

Is there any error message when you type in your password? Also, what troubleshooting steps have you taken?

Please be aware that passwords are case-sensitive. To enter a capital letter, use the shift key on the on-screen keyboard. On the password entry screen, you may select show password or hide password. This will allow you to view or hide your password as you enter it.

Furthermore, you may visit this support article: What is my network name and password for connecting my Roku streaming device?

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

Regards,
Reynan

[j58payan]

Of course I re-entered and re-checked my password, like 10 times.  I also reset the Roku but like I said, I shouldn’t have to change my password for an error on your part as several people have the same issue and Roku’s response is the same; check your password, it’s case sensitive…we know how to enter passwords and are familiar with case-sensitivity.  something the simple shouldn’t advise me to involve a rocket scientist to get the job done.  Two years in a row with Roku so that’s it for me.  Just gonna take it back and go back to my faithful Firestick.