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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Tanc1
Level 7

Network connection following Nov. 4th update

We have had our roku for three years and never had an issue. Our Roku was updated on November 4th, 2021, and has not been able to connect to the internet since. All of our other devices in the house are connected to the internet without issue, even another roku device in the house that was not updated. Is our product just out of date? Or is this a recurring issue for others as well?

 

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makaiguy
Community Streaming Expert

Re: Network connection following Nov. 4th update

 

When seeking help it's always a good idea to report your Roku model, model number, and Roku software version as shown via Settings > System > About. Different models have different features and capabilities, and some things depend on the Roku version you are running. 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 (reported for Xfinity and Cox but there could be others) 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 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
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DD22
Level 7

Re: Network connection following Nov. 4th update

I have two different Roku connects 1) Roku TV (android) and a Roku express 4K.  Both quit working on the same day at the same time.  I now think i am suffering what i see here, an update that killed my connections for both.   The TV does let me go to hula and other channels, but freezes at 20% when spooling and will not load a program.   The Roku express will not even turn on or show up on my TV.   I spent hours on the phone with ATT and everything seems to working fine, Wifi, cable, etc.  I was even able to load Roku on my laptop at home while on my ATT wifi.  So... this seems to point a to Roku issue.   How do i recover from this? 

 

thanks,

 

Doug 

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