Wi-Fi & connectivity

[SimonV]

I have an 3930CA and I can't connect correctly on my wifi. I get the 014 or 018 error codes, but all my other wifi devices have a good connection on my wifi.

I've done all the update, I have reset the Internet connection many times, the device itself and I have do factory resets many times, and I get the same problem. I've moved the devide at 3 inch of the router, same problem. I've done many search on Internet and I've done everything I've read (except the fengshui options).

I yelled at two internet service provider technicians and my kids are harassing me to be able to watch Disney+ and Netflix. My happiness thermometer is very low. So, the only thing that I can think right know is that it's a case of planned or unplanned obsolescence. Am I right ?

[makaiguy · Accepted solution]

@SimonV-

There are thousands and thousands of Express 3930s (first released in 2019) in service, so this is not planned obsolescence.

There are some router setting issues that can prevent establishing Roku WiFi connections. And to make matters worse, some of these settings can be changed by recently-reported router updates. These have primarily been reported with routers supplied by internet providers (Comcast/Xfinity, Cox, and AT&T so far), but it's possible they could also occur with other internet providers or user-owned routers that have received similar updates.

• ROKU LOCATES NETWORK AND REPORTS NETWORK QUALITY BUT CANNOT CONNECT
  Some router updates have changed the router's connection settings on the 2.4 GHz WiFi band from b/g/n to just g/n, causing Rokus connecting to the 2.4 GHz wifi band to lose their ability to connect to the network.  Your 3930 has a single band WiFi radio that can only connect to WiFi in the 2.4 GHz band, so it definitely can be affected by this.

  The solution is to set the router's configuration back to using b/g/n.  See "Reconfiguring Router", below.
   
• ROKU CANNOT FIND LOCAL WIFI NETWORK AT ALL
  There are several possible causes. If you have one of these situations, see "Reconfiguring Router", below.
   
  A) 2.4 GHZ WIFI BAND TURNED OFF
  Some recent router updates have turned off dual band routers' use of the 2.4 GHz band.  Again, your 3930 uses only the 2.4 GHz band, so it is affected by this.   If you have a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.
   
  B) WIFI CHANNELS 12-14
  In the 2.4 GHz WiFi band, all Rokus support channels 1-11, as are used in North America. If your router supports 2.4 GHz channels 12-14 that are used in other regions make sure your router is set to use a channel in the 1-11 range and that you aren't using an auto setting that could select channels outside this range.
  
  

Reconfiguring Router
Thanks to forum user @AvsGunnar  for providing the links below to instructions for reconfiguring router settings for the listed internet suppliers. If you can't do this yourself, you may need to contact your internet provider to make these changes for you:

• Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)
  
  
• Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)
  
  
• AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

If your problem was not caused by any of the above, a restart of the router (even if other devices are still connecting) followed by a restart of the Roku may allow the connection to be reestablished. Depending on your Roku model you'll find the "System restart" option under either "Settings > System > Power" or if you have no "Power" option, under "Settings > System", or if more convenient you can just pull the Roku's power for a few seconds and let it restart.

[SimonV]

Thank you for your quick and detailed response.

I managed to contact the right person for my network and after an update, everything seems to be back to normal.

Sorry to have bothering you with that. Thank you again for your time!