Wi-Fi & connectivity

[Harmonee]

when I try to connect to the WiFi, after choosing wireless I then select scan networks but no networks pop up and I know why router works because my phone is connected to the wifi. What should I do? I also unplugged my router and plugged it back in and it still didn’t work. 

[RokuKariza-D]

Hi @Harmonee

Thanks for the post.

Could you tell us the model and the serial number of your Roku device? You can view this by navigating to Settings > System > About. We also suggest connecting your Roku to a mobile hotspot to see if the network will be detected. 

For more troubleshooting steps, you can visit this Support article: What should I do if I cannot connect to my home network or the internet?

We look forward to your response.

All the best,
Kariza

[makaiguy]

Determine your Roku model as @RokuKariza-D suggests. 

If you have a Roku Express/Express+ or Premiere/Premiere+:

These are lower end units with single band Wi-Fi radios that only support the 2.4 GHz Wifi band. They, and many other devices of all sorts that are 2.4 GHz only, can't even see the 5 GHz band, let alone connect to it. If you have one of these models and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.

Within the 2.4 GHz band, be sure your router is set to use channels in the 1 through 11 range as are used in North America. Some other parts of the world also support channels 12 & 13, but Rokus can't even see these channels.

Also, there have been a number of reports lately of people who have routers supplied by their Internet Provider in which the router's 2.4 GHz band was disabled by an update to the router software. They've had to have their Internet Provider re-enable the 2.4 GHz band, or in some cases swap in a new router with 2.4 GHz support.