Wi-Fi & connectivity

[Connerjflynn]

I’ve read through others with the same problem, but my Roku Premier suddenly stopped working and will not connect to the internet. I’ve restarted it, restarted the router, and done a Roku factory reset and it still will not work. Is there any other guidance?

[RokuKariza-D]

Hey @Connerjflynn

Thanks for bringing this to our attention.

Could you provide us the following information:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-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 and model
-Steps to reproduce the issue you are seeing

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

All the best,
Kariza

[Bradwesley]

Having the same issue with one device. Other Roku devices connect just fine. Did a restart disabled ping and did a factory reset. Can’t even set up the device now because it won’t connect. 

Version 91A.00E04209A

S/N YH0007E848594

Device ID K428978488594

[Connerjflynn]

Roku device model - 3920X 

-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure

-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(these can all be found in Settings > System > About)

-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) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working 

-Router make and model - Premier 

-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset

[Marluc]

I am having the same problem!  I was watching and suddenly it stopped and have not been able to reconnect.

[RokuKariza-D]

@Bradwesley @Marluc

Thanks for the post.

Please provide us all the information I asked above so we can isolate the issue. 

We'll keep an eye out for your reply.

All the best,
Kariza

[Jasminee]

Mine is doing the exact samething 

[PTorella]

I cannot get back on Roku.  But I have a strong wireless signal

[Elijah2]

Please assist me over the telephone to solve my problem.  On my television, my roku will not connect.  I have tried everything and it still will not connect.

I have internet access on my laptop and pad.  I also have Hulu access on these devices but NOT on my TV.  Please assist me!

[Connerjflynn]

@RokuKariza-D 

Roku device model - 3920X 

-Serial number - K42891607759 (on the roku) & serial number in my account is YH001U607759
-Device ID - not sure

-Software OS/version - I did a factory reset and cannot log in so I can’t tell
(these can all be found in Settings > System > About)

-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) - Same as aboveI did this and since it’s reset I can’t see that anymore
-Internet Service Provider - Comcast, very strong and all other devices in the house are working 

-Router make and model - Premier 

-Steps to reproduce the issue you are seeing - Not sure, unable to get logged in as Roku won't connect to the network after factory reset