Wi-Fi & connectivity

[needhelp5]

My wifi drops and the roku freezes.  Software is up to date.  Express 4K+

[RokuKariza-D]

Hi @needhelp5 

Thanks for reaching out here in the Community!

We do not have enough details from your original message to make an effective suggestion. Could you tell us more about your concern? When did you start experiencing the issue? Does it happen when you access a certain channel or regardless of what you're doing on your device? 

With more information, we can assist you further.

All the best,
Kariza

[needhelp5]

Hi,

I am having the same exact issues.  My device is new and the issue has been happening since I installed it. The devices works fine for about 5 - 10 minutes and then I get a message that says network connection lost and the roku pretty much freezes up and I needed to reboot to get it working again. This happens on all streaming apps,  youtube app, hulu tv app and others.

Please let me know how to proceed.

Thanks YOu

[Fritinancy]

I'm having the same problem: unable to connect to my wireless network, which works fine with other devices. I have a Roku Premiere, purchased exactly two years ago (September 2019); it has worked fine until now. I've rebooted my router and Roku multiple times, to no effect.

[needhelp5]

Hello,

The issue has happened since I connected the device fresh out of the box.  I have other Roku's in the house and they do not have this issue,  this is my only Express 4K+ though.   The issue is happening with all streaming apps,  hulu tv, youtube videos,  Amazon Prime and others.  The device is pretty much useless right now as it works fine for 5 to 10 minutes and the I get message that the network is not available. I cannot do anything at that point but pull the power cord and reboot,  5 minutes later I have the same issues.. 

[ArtWJoh]

I am having the same issue.  Every 5 minutes or so my programs are interrupted and I get the spinning circle or the message loading.  Several times I have gotten a message that my internet connection needs to be checked.  I do the online check and everything passes and wifi strength is shown to be excellent.  Independently I have done speed tests on my internet provider and they show the signal to be strong.  We have used Roku for over a year without problem until a couple of weeks ago.  It should be noted that heavy construction has occurred in my neighborhood and I suspect that this has increased the load on my carrier but non of the tests show it.  I would love suggestions on how to identify where the problem is , with Roku or my internet provider.  Help

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

I would recommend checking out our Support page for troubleshooting issues here: What should I do if I cannot connect to my home network or the internet?

Please answer the following questions so we can get a better understanding of what you are seeing:

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. 
- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect? 
- Have you tried moving the device closer to your router to see if you can get connected? 
- How long have you been experiencing this problem?

If those things still aren't helping, feel free to provide us with the serial number of your Roku from Settings>System>About along with the answers to the above questions and I'll be able to assist you further from there.

Thanks,
Danny

[needhelp5]

I did all that,  my device is faulty or the software if faulty.  Please let me know how I can utilize my warranty replacement on this device.   This is my 4th Roku device, my configuration is not the problem and my home network is not the problem as I have other models of Roku devices that work perfectly.  Can we please turn this into private emails so we can make some progress?

Thank You,

Mike

[needhelp5]

I did all that, my device is faulty or the software if faulty. Please let me know how I can utilize my warranty replacement on this device. This is my 4th Roku device, my configuration is not the problem and my home network is not the problem as I have other models of Roku devices that work perfectly. Can we please turn this into private emails so we can make some progress?

[needhelp5]

Thanks for the reply,    Below are the answers to your questions and my serial number.

serial number: X0160091GV13

- Have you ensured your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to? The Roku Express is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum.
Answer: Yes I am configured for 2.4Ghz wifi.

- Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect?
Answer: Yes I have tried this.

- Have you tried moving the device closer to your router to see if you can get connected?

Answer:  Yes I have tried this.
My device is 3 feet from the wifi router, I have tried moving it closer as well as farther from the wifi router and nothing changes, the issues remain the same.

- How long have you been experiencing this problem?
The problem has existed since I have gotten the device, it has never worked properly since I bought it and started using it.

Also, I have 2 other Roku devices in my home and they work perfectly. I have also swapped locations of this device with my other working device and the issue remains with this device, the issue remains with this one device.

Thank You