Wi-Fi & connectivity

[EllenL]

My Wifi is working fine with my laptop and phone.  I haven't made any changes to my Internet provider, modem, TV or anything else.  I tried all the usual ways to restart the connection for Roku but for the first time nothing is working.  I even re-entered my password.  My Roku is several years old, could that be the problem?

[AvsGunnar]

@EllenL 

If you are receiving error code 14.30 or 14.40 error code and have a cable ISP gateway (Xfinity/Comcast, Cox, or AT&T) gateway), recent firmware updates to these routers over the past months have caused connection and streaming issues with Roku 2.4ghz-only devices. (Roku Express 3930/3931/LE and Roku Premiere 3920/3921).

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The initial troubleshooting step is to verify that [ b/g/n ] Wireless Mode or Protocol is Enabled in your gateway's (router) wireless settings under the 2.4 ghz band.

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Restart both your Router and Roku devices(s) after making the above changes.

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Instructions for Changing the Router/Gateway Settings….

Xfinity / Comcast → ( https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi ) with a walkthrough ( https://community.roku.com/t5/Network-Wireless-Wired-Connections/Error-014-30-stuck-for-three-days/m...)

Cox → (https://www.cox.com/residential/support/managing-your-in-home-network-with-my-wifi.html)

AT&T → (https://www.att.com/support/article/u-verse-high-speed-internet/KM1046172). You can select your appropriate router from the drop down menu.

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Feel free to post an update or if you have more questions or the above is not applicable.  Include Roku model number, Router model number, and your ISP.

[EllenL]

Thank you for your reply!  I am 71 years old and not tech savvy but here's what I know.  When trying to reset the connection I get error code 014, Century Link wireless signal strength excellent.  The Roku stick says SN: 5S4629320574.  The router is from CenturyLink model C1100Z.  I have checked all the plug in connections with the TV and they seem fine.

[AvsGunnar]

@EllenL 

May have a couple different things going on here.  This is an older 2.4 ghz only modem/router and an older Streaming Stick 3600 (at least from S/N).  It is possible that one of them are failing.  However, also possible just a network setting.

If you have a mobile hotspot available or another network (friend, family, neighbor), you can try and see if your Streaming Stick can connect. (this will help to see if the Streaming is able to connect at all and somewhat test the hardware internals)

I normally don't suggest replacing a device as the first course of action, but in your case it actually may be easiest unless you want to try changing some settings from within the router. (first setting would be to temporarily disable the wifi password and see if the Streaming Stick connects.)

Let me know how much troubleshooting you want to do.