Channels are not working and I see "Not Connected" on the home screen.

If your channels are not working, and/or you are encountering an error, like "We are unable to connect..." when you try to watch something, you should first check your network connection.

Step 1: Connect to your wireless network again

  • Go to Settings>Network>Wireless (Wi-Fi)
  • If "Update connection" is available, select it to refresh your connection
  • If not, just select your wireless network from the list, enter your wireless password when prompted
      • If you were previously connected, you may not need to enter your password again
      • Passwords are case-sensitive

Occasionally, streaming services go down. Try another Roku channel to see if you can stream a video.
You can also check for the latest Service interruption alerts in Featured Topics.

Did that work? If not, please proceed to the next step below.

Note: If you see a specific error message (Error code 11, Cannot Connect, etc.), click here.

Step 2: Restart the Roku player and your wireless network

  • Unplug the power cable from the back of the Roku player
  • Unplug the power cable from the back of your wireless router
  • Unplug the power cable from the back of your modem
    • Your wireless router and modem may be combined as one device
  • Plug the power cable back into modem (wait a couple of minutes for it to fully boot)
  • Plug the power cable back into the wireless router (wait a couple of minutes for it to fully boot)
  • Plug the power cable back into your Roku player, and wait for the image on your TV
  • Follow Step 1 above

Did that work? If not, please proceed to the next step below.

Step 3: Factory reset the Roku player

  • Find the reset menu option in one of these two locations, depending on your software version:
      • From the Roku home screen, select Settings>System>Advanced System Settings>Factory reset and follow the instructions. (Current Roku models)
      • From the Roku home screen, select Settings>Factory reset and follow the instructions
      • You can also reset the Roku player using the reset button.
        Find the reset button on your Roku player, press and hold for 15-20 seconds (the front LED will rapidly blink a few times)
        • Factory reset should be used as the last resort, if all other steps failed to recover functionality
        • After a reset, you will need to re-link your Roku player to your Roku account, and setup your subscribed channels with usernames and passwords, if applicable

Still no luck? Contact Roku Customer Support here. We’ll be happy to help.


Was this article helpful?
  Yes / No

Was this article helpful?
0 out of 1 found this helpful
Have more questions? Submit a request