Wi-Fi & connectivity

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Sherinam
Newbie

Roku keep losing connection

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My Roku keeps losing connection and I brought another to see if the Roku was the issue. No it was working fine and now it’s happening again. We have updated our router and we have top internet speed.

Model number 3941x-Roku express 4k+.
Serial # x01600xf9ann.
Version 12.0.0.
Build 4181-cr.
Issue ID no-231-274

6 Solutions

Accepted Solutions
RokuCarly
Community Moderator
Community Moderator

Re: Roku Express 4K loses connection

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Hi @pcneedshelp,

A warm welcome here at the Roku Community!

Thanks for reaching out to us regarding your network issues with your Roku Express 4k streaming device. No worries. We're here to find you the best resolution.

Have you tried to do a network connection check? If not, navigate to your Settings then select Network > Check Connection. Here's our Support link for further details: How to check the connection.

Furthermore, you can try to reset your network connection by navigating to your Settings, then scroll and select Settings > Advanced system settings > Network connection reset > Reset connection. After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

If the issue is still persistent, let us know, and we'd be more than happy to continue assisting you.

All the best,
Carly

Carly Y.
Roku Community Moderator

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RokuDanny-R
Retired Moderator

Re: Roku keep losing connection

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Hi Community users,

Thanks for posting in the Roku Community regarding the issue you are experiencing with your Roku Express losing network connectivity.

Please be aware that we believe this issue is now resolved and invite you to see if you are still experiencing an issue with connectivity.

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Community Moderator

View solution in original post

RokuTakashi
Community Moderator
Community Moderator

Re: Roku keep losing connection

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Hi @MiniVan,

Thanks for reaching out to us here in the Roku Community!

We understand that your Roku streaming sticks cannot maintain a connection with your network. We recommend ordering an HDMI Extender for your Roku streaming stick as a solution. You can order the HDMI Extender with no additional charge at this link: HDMI Extender.

Just make sure to fill in the required information.

All the best,
Kash

Takashi O.
Roku Community Moderator

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RokuCarly
Community Moderator
Community Moderator

Re: Roku keep losing connection

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Hi @DrJackie,

A warm welcome here at the Roku Community!

We regret to hear about the inconvenience this may have caused you. No worries. We're here to find you the best resolution possible.

Just to clarify, are you able to navigate your remote? It's possible that you can't proceed past choosing your preferred language because you can't use the buttons of your remote. Since you've mentioned that you have two Roku streaming devices, try to use a different remote. 

Pair it with the other streaming device. Here's how to Pair your remote.

Let us know how it goes, and we'd be more than happy to continue assisting you with this.

We'll wait for your response!

Thanks,
Carly

Carly Y.
Roku Community Moderator

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RokuCarly
Community Moderator
Community Moderator

Re: Roku keep losing connection and goes offline often!!!

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Welcome, and thank you for posting here at the Roku Community, @Gram5!

Thanks for raising your network connection issues with your Roku streaming device with us. May we first know what specific Roku streaming device you are experiencing this issue with? In addition, have you tried to restart your router? We also suggest reaching out to your Internet Service Provider and letting them reboot your network connection's system because, in most cases, this troubleshooting procedure resolves the issue you are currently having. 

Let us know how it goes, and we'll go from there. 

Kind regards,
Carly

Carly Y.
Roku Community Moderator

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RokuCarly
Community Moderator
Community Moderator

Re: Roku keep losing connection

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We completely understand your input, @bobbysafe.

We sincerely regret any trouble this may have caused you. The only information we can give you as of the moment is that it is still currently in the process of being fixed. Your convenience and satisfaction are what we aim for. That is why we are doing our best to fix this issue as soon as possible. We need a little bit more of your patience and understanding as we work on this.

Kind regards,
Carly

Carly Y.
Roku Community Moderator

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185 REPLIES 185
Mic1289708
Newbie

Roku 4k+ Express Frequently Disconnects From WiFi

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I'm having the same disconnect problems. I have two Roku Express 4+ devices in my home. One is located in my family room along with my xfinity combination modem and router. The other is located in the next room about 25 feet away from the router. The Roku device that I am having the disconnect problem is in the family room along with the modem router. This roku device Model # is 3941X, SN-So7P428ASYWS.

RokuJechealR
Community Moderator
Community Moderator

Re: Roku 4k+ Express Frequently Disconnects From WiFi

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Hi @Mic1289708,

Welcome to the Roku Community!

I'm sorry to hear about the connectivity issue you're running into. I'd be happy to help take a closer look to see how we can help get you up and running.

A few questions here to better understand what you're experiencing:

  1. Could you please verify if you getting any error messages/codes when you are trying to connect your Roku device?
  2. Have you tried changing the wireless broadcast channel on the router to see if this will allow your device to connect?  
  3. How long have you been experiencing this problem?

We would recommend checking out our Support page for troubleshooting issues here: How to check the connection to your home network and the internet | Official Roku Support.

 Also, we recommend trying to connect your device to an alternate network, such as a mobile hotspot.

Keep us posted with what you find out.

Best regards,

Chel

Jecheal R.
Roku Community Moderator
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RokuJohnB
Community Moderator
Community Moderator

Re: Roku keep losing connection

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Hi @Sherinam,

Thanks for posting in the Roku Community!

We understand that you're having a problem with your Roku device since it will lose connection. We would be more than happy to look further into this issue, but we will need more details.

  • Did you try to reboot your wireless network to see if that worked?
  • Did you try changing the wireless channel on your network to see if that had any effect?
  • Do you have cellular data, so we can try connecting your device to your hotspot? Try to see if the issue still occurs.

Once we have this information, we will be able to assist you further.

Best regards,
John

John
Roku Community Moderator
0 Kudos

Roku Express 4K loses connection

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One Roku never loses connection but my other Roku loses connection sometimes very often and then NOT  soon MUCH.

I notice it happens more in the morning not so much in the evening

RokuCarly
Community Moderator
Community Moderator

Re: Roku Express 4K loses connection

Jump to solution

Hi @pcneedshelp,

A warm welcome here at the Roku Community!

Thanks for reaching out to us regarding your network issues with your Roku Express 4k streaming device. No worries. We're here to find you the best resolution.

Have you tried to do a network connection check? If not, navigate to your Settings then select Network > Check Connection. Here's our Support link for further details: How to check the connection.

Furthermore, you can try to reset your network connection by navigating to your Settings, then scroll and select Settings > Advanced system settings > Network connection reset > Reset connection. After the network reset is done, your Roku device will restart and you will need to return to the Settings menu and set up your wireless network again.

If the issue is still persistent, let us know, and we'd be more than happy to continue assisting you.

All the best,
Carly

Carly Y.
Roku Community Moderator
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Brizzle99
Reel Rookie

Re: Roku Express 4K loses connection

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I am having trouble with (2) 4K Express players. Both have excellent signal but the connection drops and then reconnects on its on. The error will display (see pics), then after a few minutes it reconnects. Seems to be a software issue. Started having this problem a few weeks ago. I’ve performed Network Connection Rest & Factory Reset. The issue remains. 

Current Software version: 12.0.0 Build: 4184

Roku System Pics 

Lilzanazo
Channel Surfer

Re: Roku Express 4K loses connection

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I have the exact same issue. I’ve done all the resets, restarted my router, unplugged the Roku, reset the device and everything. Now it disconnects after one to two minutes and it’s super frustrating. I hope an update is coming soon. My Roku is located about 3 ft from my router and has full signal strength. This is frustrating. 

RokuJohnB
Community Moderator
Community Moderator

Re: Roku Express 4K loses connection

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Hi @Brizzle99 @Lilzanazo,

Welcome to the Roku Community!

You seem to have done a ton of fantastic troubleshooting at this point. We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the home screen and pressing the * button.)
  • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
  • Steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Best regards,

John

John
Roku Community Moderator
GaryPet
Channel Surfer

Same connection issue as everyone else

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Three out of 6 units dropping connections. Can’t reach a human being at Roku. Time to start looking for a new streaming device provider. Tired of resetting, reconnecting, waiting for the thing to go blank….if I wanted this aggravation I would have stayed with Comcast cable…

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