Wi-Fi & connectivity

[jannykathleen]

I wish I could help.  It would be nice if roku had a support system.  I have a new router and nothing but problems with my roku connection since.  I have excellent signal strength showing connection but when I test a channel nothing is connected.

[RokuRhea-V]

Hi @jannykathleen

Welcome to the Roku Community 

Thank you for reaching out about this connection issue with us. And we are pleased to know more about it. Could you please provide the information listed below?

1. What error message/code are you getting after trying to connect to your network? (after entering the network credentials)
2. How far is your device from your network router?
3. Do you have cellular data so we can connect your device to your hotspot?

We are excited to hear from you soon and gather your details. 

Thanks,

The Roku Community Team

[jannykathleen]

My roku and TV are upstairs in a tiny house, 768 sq ft.   The router is downstairs just below it so maybe 10 feet away.  There has never been a connection issue before with the wifi for the past 20+ years and this has always been the exact same setup. 

Earlier this week we got a new router, Netgear AX2400 (Nighthawk AX WiFi 6 Router).

Yesterday I decided to connect the roku to the new router thinking it would be a "no-brainer" as we have never had a problem before.

Finding the new wifi was no problem as it came up right away and was easy to identify (the only one showing).

So I selected it and when prompted I put in the password (yes, it was the correct password as I did double check)

It then showed as connected and the signal strength as "excellent"

At that point I went to double check by selecting a channel to watch and it wasn't connected and there was a message that I wasn't connected to the internet.

So I went back to the settings and started over.  It still showed as connected, etc.

I got a new prompt window asking me if this was my dorm or hotel or my home (this has never come up before so I selected "home".  This window came up when I went to check the connection.

After selecting "home" in the prompt window it immediately bounced me to a window that says "unable to connect to wireless network".

So there I am... in the endless loop from **bleep**.  I am "connected showing an excellent signal" but  "unable to connect to wireless network"

I have done everything I can think of and there is nothing left in my toobox.  I have rebooted the roku twice (unplugging it and plugging it back in).  If you are wondering if I did not leave it unplugged long enough the second time I left it unplugged overnight.  Then went through the "loop **bleep**" again.

Is there anyway to go beyond and get a connection or do I need to buy a new streaming device and start from scratch?  By new streaming device and do not necessarily mean Roku, if there is any other.

[renojim]

@jannykathleen, what's the model number of your Roku device?  Older devices only support 2.4GHz Wi-Fi with the wireless mode set to b/g/n in the router.  Your new router may have it set to g/n.  Usually you'd get an error code when you try to connect if that was the issue, but it's worth looking into.

[jannykathleen]

I'm not sure of the model number and don't have original package.  Is it on the device?  I can go look if I know where to look.

[JWS9518]

Try Setting up a guest network or IOT (internet of things network) with 2.4 ghz only and wpa2 only and see if that helps.  Sometimes older devices do not like the new wireless protocols with the new routers.

Also, make sure you new router has the latest firmware update.

[RokuRhea-V]

Hi @jannykathleen,

Thanks for keeping us posted. It would be best if you could provide us your Roku device's details so we can further investigate this matter. You can find it by navigating on your Home screen. Select Settings > System > About. 

Looking forward to your response.

Thanks,

[jannykathleen]

I found the information.  I have a Roku Premiere 3920X, serial # YH002X312769, software version 14.1 and the device ID is K440A2312769

Giving it all to you to make sure I have given you all the information you need.

Thanks.

[AvsGunnar]

@jannykathleen 

Here is a link to a user manual for your router so you can follow along for reference.

https://www.downloads.netgear.com/files/GDC/RAX29/RAX29_UM_EN.pdf

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The Netgear AX2400 is a wifi6 router(ax).  Uses the AX protocol for supported devices.  Your Roku Premiere 3920 is not wifi6 compatible. (cannot use the AX band).  Additionally, the Premiere 3920 is a single band, 2.4ghz-only device. (cannot see or use the 5ghz band).

As such, you need to configure the 2.4ghz band properly in order to get your Roku device to connect.

This router has a few different options set by default and can be complicated a bit if you are using the accompanying Netgear app. (For the below instructions, you are going to use a browser and login to the router directly.  I would avoid using the app for configuration but you may need to go into it if a particular router change is not working properly to make sure the app is not overriding it or not syncing properly with the changes).  Also make sure to Reboot both the router and the Roku device after making each of the below changes.

All these Settings will be under the [Wireless] tab after logging into your router by typing in 192.168.1.1 or typing www.routerlogin.net into your browser. (your choice).  Username is admin, password is either password, or prompted to create when you first login.

1. Verify that the Wireless Mode is set to b/g/n on the 2.4ghz band as recommended by @renojim . For now, let's exclude AX from the 2.4ghz band. (refer to page 62)

2. Verify that the password under the 2.4ghz band contains no special characters (just use letters and/or numbers).  Then go to [Security Options] button and select WPA2-PSK(AES).  You can also select "None" for troubleshooting if you like (this will create an open network/no password useful for testing).  I would try the WPA2-PSK(AES) first though. (refer to page 66).

3. Save the Settings and Restart both the router and the Roku device.

4. If still not able to connect, log back into the router and make sure you entered the above changes correctly.  Then under the same [Wireless] tab, let's Disable AX completely for troubleshooting. Simply remove the check mark from the 'Enable AX Mode' box (refer to page 80).

5. Save your Settings and then back out of the [Wireless] tab to the the [Basic] tab.  Select [Advanced/Security/Access Control].  While this should be set by default, verify that either the box is 'Unchecked' or if it is checked, make sure 'Allow All New Devices to Connect' is checked.  Scroll down further and also 'View' both the Allowed and Blocked Devices to see if your Roku Premiere is listed in one of them.  This is one of the times you will need to verify that the accompanying app is not 'blocking' or 'pausing' your internet connection of your Roku Premiere. (refer to page 42)

6. Save all Setting and perform another Restart/reboot of the router and the Roku device.

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Post back and see if your Premiere now connects after making the above changes and looking over your mobile app if currently using to make sure all setting are reflected accurately.

If you can now connect, we can now go back into the router and make some adjustments so you can take advantage of the wifi6 for your other devices.

If still having issues, provide as much detail as possible and any error messages and numbers you are seeing on your screen.