Issue Tracking Board

[Gobersa]

Everytime my TCL Roku TV is powered on, it will not connected to the saved WiFi network. When going to the setting to connect to the network, the searching for networks pop-up will spin continuously and never load. Everytime, I will have to reset the network connection settings and reconnect to the network manually anytime I turn on the TV.

Wifi connection is fine, router has been restarted, the TV has been restarted, all other devices in the home can connect just fine to the wifi. 

Roku support was ZERO help.

[RokuTakashi]

Hi, Community users.

We've heard reports from some of you experiencing issues with your Roku device or TV consistently dropping its internet connection. We appreciate you bringing this to our attention, and we're here to help!

To assist us in investigating this matter further, please provide the following information (if possible):

• Internet Service Provider (ISP): Who do you get your internet service from (e.g., Xfinity, Spectrum)?
• Router/Modem Brand & Model: What brand and specific model of router and modem do you have?
• Roku Device Details:
  • Model (e.g., Roku Streaming Stick+ 4K)
  • Serial Number
  • Device ID
  • Software OS/Version (You can find this information under Settings > System > About)
• Tracker ID: When the connection drops, press the Home button 5 times followed by the Back button 5 times quickly. This will generate a Tracker ID. Please provide this number if possible.
• What troubleshooting steps have you taken so far to try to resolve the issue?

In the meantime, you can try these troubleshooting steps to see if they resolve the connection issue:

1. Restart Your Roku Device:

1. Press the Home button on your Roku remote.
2. Scroll down and select Settings.
3. Choose System.
4. Select Power (if available) followed by System restart.

2. Restart Your Modem and Router:

1. Unplug both your modem and router from the power outlet.
2. Wait for 10 seconds and then plug them back in.
3. Allow your modem and router to fully restart.
4. Using another device like a phone or computer, confirm your internet connection is working.
5. Once everything has restarted, try connecting your Roku device again.

Note: We'll mark this post as solved for visibility and as a reference for other users.

We understand this can be frustrating, and we apologize for any inconvenience caused. Our team will be investigating this issue further with the information you provide. We'll be sure to keep you updated on our progress!

Best wishes,
Kash

[Vm2019]

I did this. And the internet reconnected but still stops working every time the tv is turned off and back on

[Gobersa]

Where do I send this information to?

[Shellybo1]

Agreed, having same problem.

[Karen69]

When will you release an update to fix the Roku TV power on issue? My 89 yo mother is pissed and wants me to get a Fire Tv

[ziclownoleander]

I've had this Roku for two years, no problems until three days ago. 

Every time I turn the TV on, I get the not connected message in the top right corner, but when I try to go and manually connect to the internet, it gets stuck on 'wireless scan' forever, nothing pops up. The only thing that has made it work is resetting the Internet connection and then restarting the Roku. This is not a solution and I would prefer to have a functioning TV like everyone else.

I have tried resetting my router and moving it closer, this is not a wifi issue but a Roku issue.

I have TLC Model 40S325, hardware ID 8124X, software version 13.00, build 24062-48, and it was last updated 6/4/24. 

Please help, this is driving me nuts

[dickless]

Join the club. My advice to you is just get rid of the Roku because obviously its not going to get fixed.

anything Roku tells you to do to fix the problem is not going to work and they know it. What ever REAL issue is with Roku they are not talking so I think it must be a fatal error in the software that cannot be fixed otherwise it would have been fixed 3 years ago when these same identical complaints started being posted 

Do yourself a favor and wash your hands of Roku and move on to another streaming venue. I did and its not driving me nuts any longer.

[ziclownoleander]

Seriously this has been a problem for three years and they won't fix it at all? That's so **bleep**ed up. I barely have enough money to pay rent let along getting a new TV, if I had known this would happen I wouldn't have bothered with this piece of garbage in the first place 😫

Thanks for your input, I'll probably just start saving for a new one and hopefully I'll be able to replace it within the year

[BDCT2024]

I have the exact same issue.  My TCL Roku is 6 years old and has been great, up until this past week.  I have done everything that is listed.  Every time I turn the TV off, it loses wifi connection.  I am thinking it is a device problem. Everything else i have is working fine regarding my strong wifi connection.  Any advice would be appreciated.