Wi-Fi & connectivity

[foxxj]

Hello,

We have had the Roku Premiere for about a year and it suddenly stopped working, saying that it can't find any wifi networks to connect to.  All other devices in my home are connected to the wifi without a problem. I've read previous posts on this topic and have tried the following things:

1. Restarted my Roku device and my router.

2. Tried to connect my Roku to a hotspot, but it couldn't find the hotspot either.

3.  Called my internet provider to ask if any changes have been made to the settings in my router.  They assured me that no changes had been made and my wifi is working fine from their perspective.  They believe the issue is with the Roku device.

Is there anything else I can try?  Am I just stuck and need to get a new device?  Not sure I'd go with Roku again if so.

Thanks for your help.

[RokuKariza-D]

Hello @foxxj

Thanks for letting us know all that you've done.

If you are getting an error code or message, refer to this link for common Roku error codes and their recommended actions: What should I do if I cannot connect to my home network or the internet?

Furthermore, please be advised that your Roku Premiere is a single-band wireless device and is only compatible with wireless b/g/n networks on the 2.4 GHz spectrum. Ensure that your router is broadcasting a 2.4GHz Wi-Fi network for the device to connect to. 

If still no dice, try configuring your router by using wireless channels 1, 6, or 11 which are the preferred channels in North America.

Reply here with the serial number of the affected Roku device if the suggestions above failed to resolve the issue. It can be located in Settings > System > About. 

Please keep us posted!

All the best,
Kariza

[foxxj]

Hi Kariza,

Thanks for your help. I did confirm that my router is broadcasting a 2.4 GHz network.  I don't know how to change the channel on my router, so I haven't tried that.  But this router has been working with my Roku device for a year so I don't think that's the issue.

I tried one more time to restart my router just to see if I could get something different to happen -- I was successful in getting something different, but now I have a new problem.  My Roku is giving me an error that says the USB port on my TV will not power the Roku device, and I should use a USB power adaptor.  I'm not sure where this problem came from as I use only the cables that came with my device and have been connected to the wall for power the whole time.  I tried moving the USB to another port on my TV but that didn't change anything.  Now I can't get past this error message to even try connecting to the wifi.

Any thoughts on my best next step? I'll send the serial number in a direct message.

[AvsGunnar]

@foxxj 

"I tried moving the USB to another port on my TV but that didn't change anything"

Just to clarify, the USB cable is used for power (the one you have plugged into your wall outlet from the Roku Premiere.)

The HDMI cable is the one you have plugged from your Roku Premiere to the television.

Since the Premiere is an older unit, there is a chance that the Power Adapter (that cube thing) that is plugged into the wall outlet providing power to your USB cable is failing.  You can try to use another USB power adapter (cell phone charger or the like) to see if that helps your issue.  Also, maybe unplug the Premiere for a bit and let it cool down.

Post back with an update.  Many times an underpowered Roku device will experience connection issues.  Yours may be similarly related.

[Angelesyeryn]

Hi I have the same problem with my Roku and try everything and still doesn't work

[foxxj]

Thanks @AvsGunnar for answering my question.  I tried your suggestion, but alas it did not help.  I'm certainly open to any other ideas you might have.

[foxxj]

@Angelesyeryn  I feel you!  This problem is frustrating, as is the large number of people who seem to have the same problem.  It's looking like I'll need to replace our device, but I'm hesitant now to choose another Roku product.

[AvsGunnar]

@foxxj 

If your device was older than one year (out of warranty) and you were experiencing power issues, I would suggest you order both a new power cable and power adapter to try and remedy the power problem.  However, if under a year, and you have tried using another suitable/compatible 1A/5v power adapter without success, then perhaps try device replacement (warranty exchange) under the warranty route.   https://support.roku.com/article/208757058

In the meantime while doing this process if so inclined, are you able to post a screenshot of the power error message you are receiving?  For what its work, when my Premiere's finally do go (now on 3yrs or so w/ no streaming or performance/connection issues), plan currently is to replace them with the Roku Express 4k+.   All my main "heavier" streaming is through an ethernet connected Ultra. 

Otherwise, have you tried to do the last resort of  "Factory Reset" of your Premier.  There is a little hole on the back of the unit that you insert a paper clip or the like and press and hold for 30+ seconds while unit is powered on.  

Try the factory reset and post back.  If this step and the replacement of the power adapter does not get rid of the power message so that you can proceed to remedy the network issues, then warranty and/or device replacement is really the only option left, unfortunately.

Make sure to include your serial number if none of this works as @RokuKariza-D invited so she can maybe personally help you as well.

[AvsGunnar]

@Angelesyeryn wrote:

Hi I have the same problem with my Roku and try everything and still doesn't work

If only I had a nickel for every time that phrase was witten.  Can you provide a little more detail regarding the issue you are dealing with (power, connection, both, errors messages or codes being seen), the Roku device model number, and the steps you have tried.  Although it sometimes seems like exact same problem as another's, often times it is different due to different network setups.

Post back with some more details and hopefully can find a resolution to get you back up and running.

[snohopromo]

Similar issues to above. After 18 months of flawless connectivity, the Roku Premiere failed to pickup our primary WiFi SSID, only occasionally getting an 15 year old extension station (ancient Netgear router operating as a repeater on a separate SSID).

Our DSL provider was bought out about a year ago. I think somewhat recently they pushed out a firmware update to the DSL modem. Many settings were different, such as turning on Wifi Mesh, combo 2.4/5Ghz networks, etc. I have no idea when the firmware was changed (don't often look) or whether it was concurrent with the Premiere connectivity problems. But I kinda suspect it is.

I tried disabling the combo 2.4/5 SSID, and putting each on their own SSID. Nothing changed as far as the Roku went, and it made connectivity worse for everything.

All devices concerned have been rebooted many times.