Wi-Fi & connectivity

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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Kbutterfly
Level 7

Connection to both Roku lost and will not return despite all trouble shooting

Suddenly last night, I lost internet connection to both of my Rokus at the same time. I have done every trouble shooting step I can think to find. I have checked my internet and strength and WiFi speed. All of the rest of the devices in my home are working fine and have a strong signal. Nothing is working. This is clearly a Roku issue. How do I fix it?

12 REPLIES 12
makaiguy
Community Streaming Expert

Re: Connection to both Roku lost and will not return despite all trouble shooting

@Kbutterfly-

When reporting problems it's always a good idea to report your Roku model and model number as shown via Settings > System > About. Often the answers you seek depend on your Roku model and if we have this information to start with, you can get targeted suggestions more quickly.

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.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
bikemike
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

I am having the exact same issue as of last week with my Roku Express.    Cannot see my SSID at all, however it sees my refrigerator.  Did a factory reset, no luck.  Even went in to the developer options and reset anything network related, still no go.  Confirmed may Unifi AP is still broadcasting 2.4, which it is.  Kinda lost at this point.  

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MilesT
Level 14

Re: Connection to both Roku lost and will not return despite all trouble shooting

Check the AP is broadcasting b spec, on channels 6-11.                     

Lack of b or a less common channel can also prevent connection.

Not a Roku employee
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bikemike
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

Channels are set to auto, however I tried forcing both 6 and 11 on 2.4, no luck.  My configuration used to work flawlessly, nothing has changed.  Even rolled the firmware back on my AP, still no luck.  I see other clients in my house on 2.4, so I know that is working.  Starting to wonder if the Express has simply failed.

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toddimy1
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

I HAVE THE SAME PROBLEM Wi-Fi AND INTERNET SIGNAL IS STRONG ONLY ROKU NOT WORKING SYSTEM STATES CAN NOT CONNECT I HAVE DONE EVERY TRICK IN THE BOOK

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toddimy1
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

Model NUMBER 3920RW

SERIAL NO. YH006S915367

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bikemike
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

At this point, I think Roku pushed an update which broke these devices and they wont admit it.  I found another article the other day where a guy upgraded to 10.x (where I am) and his Express was experiencing the same issue.  At this point, our device are probably bricked/paper weights.  Also assuming Roku wont replace them either.   Sure would be nice for Roku to chime in here.

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renojim
Community Streaming Expert

Re: Connection to both Roku lost and will not return despite all trouble shooting

It's been stated numerous times in numerous threads:

If you have Comcast/Xfinity or Cox as your ISP change the wireless mode from g/n to b/g/n.  Xfinity has an app or you can log into your router using the information on the sticker that's on the router or call your ISP and ask them to make the change.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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bikemike
Level 7

Re: Connection to both Roku lost and will not return despite all trouble shooting

Correct and I read those threads.  Thing is, I have ATT for internet and use my own access point (Unifi), not the Wi-Fi baked in to the ISP provided modem/router.  Nothing on my end has changed except the firmware on the Roku or something else Roku related.  Signal strength is fine as well.  I have a Wi-Fi enabled wall switch a foot behind the Roku and its working fine (on 2.4).  I am still blaming Roku at this point for a firmware related bug which bricked these devices.  Here is the other thread regarding firmware I was referring to earlier below:

https://community.roku.com/t5/Network-Wireless-Wired-Connections/Roku-Express-Software-10-upgrade-lo...

I have the same access point, Unifi AP-AC-LR which I downgraded several revisions to ensure this was not the issue, which it wasn't.  Many many other devices are connected to this AP on both 2.4 and 5 without any issue, so it has to be the Roku.

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