Wi-Fi & connectivity

[mamafeher]

My roku express+ will not connect to wifi anymore. I have restarted the roku, I have done a complete factory reset, and I have reset all of my wifi devices. Nothing is working. No networks are coming up when I scan for networks. We havent had this roku device for very long. We have 5 roku devices total and this is the only one that is not connecting. Does anyone have any advice to help me with this? Thank you

[RKWAPNJ]

model 3910X

serial C53953731157

ID TC2-RO19

went back to factory setting on software (no help)

Started about a month ago

[makaiguy · Accepted solution]

@mamafeher-@Kaciekilljoy

There are a couple of network connection problems recently being reported that have been caused by updates to routers. These have primarily been reported with routers supplied by internet providers, but it's possible they could also occur with user-owned routers that have received updates.

• ROKU LOCATES NETWORK BUT CANNOT CONNECT
  Some router updates have changed the router's security setting from b/g/n to just g/n, causing some Roku models to lose their ability to connect to the network. The solution is to set the router's configuration back to using b/g/n security.
   
• ROKU CANNOT FIND LOCAL WIFI NETWORK
  Some routers (reported from Xfinity and Cox, but there may be others) have had their 2.4 GHz wifi band turned off, leaving only the 5 GHz band operational. Devices with single band wifi radios, notably Roku Express and Premiere models (but not Express 4K models) as well as many other single band devices can not even see the 5 GHz band. The solution is to reconfigure the router and turn the 2.4 GHz band back on.
  
  If this problem was not caused by a router update deactivating the 2.4 GHz band, often a restart of the router (even if other devices are still connecting) followed by a restart of the Roku via Settings > System > System restart (for Roku TV it's Settings > System > Power > Restart) will allow the connection to be reestablished.

If you need to make configuration changes on equipment supplied by your internet provider but you have no access to its settings, you may need to request your internet provider to make the changes for you.

[vampyrebatte]

Hi I’m also having this problem!! Here’s all the info needed haha

-Roku device model : 3910RW - Roku Express +

-Serial number : YG0061878111

-Device ID : C53916878111

-Software OS/version : 10.5.0 build 4198-51

-Tracker ID when this issue occurs : 11 - 430 - 484

-Internet Service Provider : Xfinity

-Router make and model : Xfi Wireless Gateway, TG1682G

-Steps to reproduce the issue you are seeing

At first I tried to open an app (Hulu) but it was telling me I was not connected to the wifi, but it was showing in the top right corner that I was, so I went to do a network connection check. The connection check showed that I was not connected, so I attempted to connect again, only for it to tell me that it couldn’t, and that I should restart my router and restart the Roku player. I did that (MULTIPLE times) I even unplugged the device, reset the network data and all that, I even factory reset the Roku. When it went through a factory reset and got to the language screen, it would allow me to input the wifi password and work, then it would do a system update and restart- ending up back on the select language page. The cycle would continue, but only to NOT let me connect (like before). Eventually it let me set up my apps and such but now (again) it’s not letting me connect to wifi.

[Kaciekilljoy]

Thank you I will try call xfinity now!

[RokuDanny-R]

@RKWAPNJ @raelynworld @Zari 

Thanks for the post.

As stated in my previous reply, 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?

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

Thanks,
Danny

[Rdbell]

I have did everything the rules have advised me to do however my Roku still will not link to my Internet box cell phone up here and everything else is connected to the Wi-Fi Can someone please help I wanted to talk to a live agent but apparently they don’t have live agents to assist with the Roku express

[Dougybaby]

Router only has 1 channel.

New Roku Express won't connect to internet, even after doing all of your companys suggestions.  Roku is garbage and if it ever comes to be, no good things will be said about it ever, after buying 3 then getting a free Roku Express that never connected to internet at all even after going through company suggestions.  Goodbye and good riddance.

[Yetta]

I just bought a new roku for my living room and moved the roku express to my bedroom that had an even older model that was always giving me trouble, but now I seem to be having the same issue as everyone else. It says poor connection even though I never had the issue with the older roku and everything else in the house works. This has always been wireless. Not sure why it wouldn’t work on this tv, especially since the older roku did. 
the serial number is YG003P635569

i would really appreciate if support could reach out to me. 

thank you 

[raelynworld]

More details information for my Roku that I also forgot to include

Model - 3900RW (Roku Express)

Software version - 10.0.0 build 4209-51

Serial number - YG00AH657166

The wifi I am using is the Xfinity network.