In This Guide
You'll Learn How To:
  • Fix most common Netflix issues with your Roku
Before We Begin:
  • Have a working Netflix account
Netflix Icon

There are 2 ways to restart your Roku.

Power Cycle the Roku

  1. Unplug the power cable from the back of your Roku.
    Roku with power cable unplugged.
  2. Wait 10 seconds.
    Wait 10 Seconds
  3. Plug the power cable back into your Roku.
    Roku with power cable plugged in.

Restart Through the Menu

  1. Push the Home button on your remote.
    Roku remote with Home button highlighted.
  2. Select Settings.
    Roku Home screen with Settings highlighted.
  3. Select System.
    Settings with System highlighted.
  4. Select System restart.
    System with System restart highlighted.
  5. Select Restart.
    System restart with Restart highlighted.
  6. Your Roku will let you know it's restarting.
    Restarting message.
  7. Then you'll see the Roku logo bouncing, as the Roku starts up.
    Roku logo.

One of the main causes with the inability to get on the Internet is that your networking equipment could have malfunctioned. Sometimes performing a reboot will resolve this issue.

Your network may consist of one or more of the following networking devices:

Modem

This is the primary device used to get you on the Internet.

  • Has either a coaxial cable, fiber cable, or phone cord plugged into it.
  • Typically has 1 or 2 Ethernet ports which connect to a router.
Gateway

This is an all-in-one device that has both a modem and a router built in. It is a primary device used to get you on the Internet.

  • Has either a coaxial cable, fiber cable, or phone cord plugged into it.
  • Typically has 3 or 4 Ethernet ports which connect to a your computers and smart devices.
  • Typically has Wi-Fi built into it
Router

This device allows you to connect multiple devices to your Internet connection using a single external IP address.

  • Typically has 3 or 4 Ethernet ports which connect to a your computers and smart devices.
  • Typically has Wi-Fi built into it.
Switch

This device helps to extend the wired functionality of devices by providing your additional Ethernet ports.

  • These are typically plug and play.
  • This device is not a router.
Access Point

This device will provide wireless access to your existing network.

  • Used to extend the range of your network
  • Usually plugged into a router / gateway via Ethernet connection.
Range Extender

This device will extend the range of your existing WiFi network by rebroadcasting your WiFi network.

  • Standalone device plugged into a power source.
  • Usually located 15-30 feet from the router.


Next we will want to power cycle the networking devices.

Modem / Gateway

  1. Unplug the power from the device.
  2. Wait 30 seconds.
  3. Plug the power back into the device.
  4. Wait for the device to go online.

Router

  1. Unplug the power from the device.
  2. Wait 30 seconds.
  3. Plug the power back into the device.
  4. Wait for the device to go online.

Switch

  1. Unplug the power from the device.
  2. Wait 30 seconds.
  3. Plug the power back into the device.

Access Point / Range Extender

  1. Unplug the power from the device.
  2. Wait 30 seconds.
  3. Plug the power back into the device.
  1. Press the Home button on your Roku remote.
    Home button on Roku remote.
  2. This will bring up the Home screen.
    Roku home screen.
  3. Scroll up or down and highlight Settings.
    Settings option highlighted in Roku menu.
  4. Then go right to Network.
    Network option highlighted in Roku settings.
  5. Go right again to About.
    About option highlighted in Roku network settings.
  6. Here, you should see the network details such as:
    • Network name
    • Connection status
    • Connection type
    • IP address
    • MAC address
    • Download speed
    • Wireless channel
    • Signal strength (wireless only)

  7. If you're concerned with the quality of your Roku devices internet connection you may want to check the following details:
    • For a wireless connection:
      • Signal strength: A measure of the strength of the wireless signal from your router.
      • Internet download speed: A measure of the speed of your internet connection. The date of the connection check is also reported.
    • For a wired connection only the Internet download speed will appear.

  8. Excellent or Good results likely mean the connection is functioning without issue. However, a Fair or Poor connection can lead to playback issues or other unpredictable behavior.
Open your Netflix app and test if it works.
Netflix Icon
  1. Press the Home button on your remote.
    Home button on remote control.
  2. This will bring up the Home screen.
    Roku TV home screen.
  3. Go upwards or downwards with the remote to highlight Settings.
    Settings option highlighted on Roku TV screen.
  4. Then go to the right to highlight Network and press OK.
    Network option highlighted in Settings menu.
  5. If you were connected to the Wi-Fi before, it will show a list of available networks. Otherwise it will highlight Wireless for you. Go to the right and highlight Set up a new wireless connection then press OK.
    Wireless option highlighted in Network menu.
  6. When the list of available Wi-Fi network populates, select your network and press OK.
    Wi-Fi network selection screen.
  7. If required, enter the Wi-Fi password with your remote using the on screen keyboard, then highlight Connect and press OK. The password is case sensitive.
    Wi-Fi password entry screen with entry field and Connect option highlighted.
  8. You'll be shown a confirmation whether the Wi-Fi connection was successful and the internet connection was established.
    Wireless connection confirmation screen.
  9. Then you'll see the status of your connection.
    Wireless connection status screen.
  10. Your Wi-Fi connection should now be set up and ready to use.

Reset your password by sending yourself a password reset email from Netflix.

  1. Navigate to https://www.netflix.com/LoginHelp.
    https://www.netflix.com/LoginHelp
  2. Type the email tied to your Netflix account and choose how to reset your password.
    Netflix's password reset
  3. Selecting email will send you an email with a link to resetting your password.
  4. Selecting text message will send you a verification code through your cell phone.
  5. Selecting voice call will call your selected number with the verification code needed to reset your password.
  1. Sign in to https://www.netflix.com/ on a computer or mobile browser.
    netflix.com
  2. If prompted, select your profile picture.
    Who's watching? Select Netflix profile. Screenshot.
  3. Visit the Account section of the Netflix website.
    Netflix account tab
  4. Under My Profile, select Language.
    My profile language tab
  5. Select your preferred language.
    Netflix language list
  6. If your preferred language is already selected, select English and sign out, then repeat the steps above.
  7. Return to the device experiencing the issue and sign out and sign back in to save this setting.
  8. Changing the language for your profile will also change the subtitle and dubbing options you see, putting your preferred language first on available titles.
  1. Press the Home button on the remote control.
    Home button highlighted on Roku remote.
  2. Go right then navigate to Netflix.
    Roku TV home screen.
  3. Press the Options button on Netflix.
    Options button highlighted on Roku remote.
  4. Highlight Manage subscription and press OK.
    Roku TV channel subscription management option.
  5. Highlight Cancel subscription and press OK.
    Roku TV channel subscription cancellation.
  6. You will be informed for how long your subscription will last after you cancel it. Confirm your choice by highlighting Cancel subscription and pressing OK.
    Roku TV channel subscription cancellation confirmation.
  7. You will get a confirmation message that the subscription was cancelled. Press OK.
    Roku TV channel subscription cancellation confirmation.
  8. Whether you wish to remove Netflix right away or when the subscription expires, you have to press the Options button on the highlighted channel.
    Options button highlighted on Roku remote.
  9. Highlight Remove channel and press OK.
    Roku TV channel removal option.
  10. Confirm your choice by highlighting Remove and pressing OK.
    Roku TV channel removal confirmation.
  11. Netflix will be removed from your Roku TV.
    Roku TV channel removal progress.
  1. Press the Home button on the remote control.
    Home button highlighted on Roku remote.
  2. Push Left < on your remote, select Streaming Channels.
    Roku homepage with Streaming Channels highlighted.
  3. Select Search Channels.
    Streaming Channels with search highlighted.
  4. Search for Netflix, then push Right > on your remote.
    search with text entry highlighted.
  5. Select Netflix.
    Example search result with channel selected.
  6. Select Add channel.
    Channel info with add channel highlighted.
  7. A brief message will appear, letting you know Netflix is added to the end of your home screen, and you can move it using the Option * menu. Select OK.
    Information dialog with OK highlighted.
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