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D.Sandlin
D.Sandlin, Network Administrator
Category: Networking
Satisfied Customers: 10170
Experience:  5 years as a Network Switching Systems Operator In the US ARMY (31F)
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My roku just goes to "retrieving" and will not go anywhere

Customer Question

My roku just goes to "retrieving" and will not go anywhere else.
Submitted: 2 years ago.
Category: Networking
Expert:  D.Sandlin replied 2 years ago.
Welcome to JustAnswer..

My name is Dustin and I am a member of the expert community here..

Question.. Was your roku connecting just fine before?

Or is this your first time trying to set it up?
Customer: replied 2 years ago.
Roku was working previously but I moved and this is the first time I have tried to set it up here and it was set up by the cable technician.
Expert:  D.Sandlin replied 2 years ago.
Aha!

Ok.. your roku, is it connected to your internet wirelessly?

or do you have a ethernet cable running from the roku, to your moden/ router?
Customer: replied 2 years ago.

It is connected to a router

Expert:  D.Sandlin replied 2 years ago.
Ok.. Is it connected wirelessly?

or via a cable?
Customer: replied 2 years ago.
I don't really know. I have a router and I have cable but I don't know if the roku is hooked up to the router. I believe it is hooked to the cable.
Expert:  D.Sandlin replied 2 years ago.
Ok.. look on the back of the roku..

You shoud have a power cord.. and you should have the data cord that goes to the tv to give it signal.

Do you have a third cord plugged in that runs towards the router / modem?
Customer: replied 2 years ago.
Just two cords, The roj=ku omes up on the tv but won't go further
Expert:  D.Sandlin replied 2 years ago.
Understood.

Ok.. Lets do this next.

From the Roku home screen, select settings > reset your player > factory reset > yes.

then , next.. We need to do the guided network setup

From the Roku home screen, select settings > network > repeat guided setup.

- Once it scans for wireless networks, look for your wireless network name and select it to connect.

 

let me know if you get stuck connectiing to your new wireless network..

 

 

Customer: replied 2 years ago.
I am afraid you are dealing with a technical illiterate and I have no idea how to do that. Let me have my daughter come over and try it, but it might not be today
Expert:  D.Sandlin replied 2 years ago.
Its actually pretty easy.. I can guide you through it

Do you have the remote control for the roku?
Customer: replied 2 years ago.
yes
Expert:  D.Sandlin replied 2 years ago.
excellent..

On the roku remote, hit menu..

then, use the arrrow keys to select the settings

then, inside settings, go to network, and then inside network, go to repeat guided settings.

Theres only a few screens, and you use the remote to navigate..

if you get lost or cant proceed.. Let me know exactly where you are stuck!

thanks!
Customer: replied 2 years ago.
no menu on roku
Expert:  D.Sandlin replied 2 years ago.
Ok.. When your looking at t he roku remote.

it has a button that says home?

Press that.. Now what do you see on screen?

You should be able to select " settings " with the arrow buttons on the remote.

let me know if we can find this screen!
Customer: replied 2 years ago.
It will not move off "retrieving"
Expert:  D.Sandlin replied 2 years ago.
Ok.. Unplug the roku from power.. leave it unplugged for five minutes

Plug it back in.. will the home button work on the remote now?

Also, are t he batteries in t he remote working?
Customer: replied 2 years ago.
The home button does not work..And how do I know if the batteries are working?
Expert:  D.Sandlin replied 2 years ago.
Do you have anything else that uses the same size batteries, and is also working.

If so. switch the batteries so we know this isnt simply a dead battery problem.
Customer: replied 2 years ago.
I'll have to get back to you on this.
Expert:  D.Sandlin replied 2 years ago.
talke your time.. I will be here. ( though im breaking for a late lunch soon!)
Customer: replied 2 years ago.
The batteries are okay...
Expert:  D.Sandlin replied 2 years ago.
Ok.. then the roku is stuck..

and if we cant get the remoteto navigate to the reset screen.. We may be out of luck.

What may help.. is moving the roku closer to the router.. and then.. plugging it into the router via an ethernet cable.

You mentioned you have a daughter.. it may be best if you get her to help you.

And allow here to read over all the steps we suggested. Starting with..

Plug the roku directly into the router, This will hopefully allow it to finish retrieving the signal / data.

then.. we can do a reset on it following these steps

**using the remote**


From the Roku home screen, select settings > reset your player > factory reset > yes.

then , next.. We need to do the guided network setup

From the Roku home screen, select settings > network > repeat guided setup.

- Once it scans for wireless networks, look for your wireless network name and select it to connect.

 

let me know if you get stuck connectiing to your new wireless network..

 



Customer: replied 2 years ago.
I don't remember my password for the roku
Expert:  D.Sandlin replied 2 years ago.
wait.. you mean the wireless password for your wireless network that the roku is connecting to?

I can help you find that but first.. Are you saying that the roku will allow you to move out of the retireving message now?
Customer: replied 2 years ago.

Yes I got to where they asked for my password as I did what you said on settings

 

Expert:  D.Sandlin replied 2 years ago.
excellent!

Then all we need is your password, and the roku should be working.

Your router... What name brand is it?

Linksys, Cisco, Netgear, Belkin?
Customer: replied 2 years ago.
NETGEAR
Expert:  D.Sandlin replied 2 years ago.
On a computer connected to the Netgear now.

Click the link below

routerlogin.net

On the page that comes up, it will ask for a username and password.

type in password for the password, and type in admin for user name

You are inside the router..

Click on wireless, then right under it click on wireless security.

Where it says, PSK / Passphrase / Or Network key .. There is a text box to the right

In that text box is your password.. If it looks like **************

You will have to type in a new password, and click apply / save settings.

Then.. The router will restart..

You have now found out, or reset your wireless password.

***Note*** If you changed the password.. The current computer will also have to reconnect to the network, and enter the new password.
Customer: replied 2 years ago.
i CLICKED ON LINK BUT i DIDN'T GET WHAT YOU SAID WOULD COME UP
Customer: replied 2 years ago.
Mr Sandllin: You been more than patient with me but I give up,,,I have beenat this all day and still no roku to play. and I am weary of the whole thing. I don't know what to do any more.
Expert:  D.Sandlin replied 2 years ago.
Apologies for the delay in getting back to you.. I had to break yesterday as Id been online for quite some time myself.

If you want to pick this up again.. Then let me know what you see when you click on

routerlogin.net

it should ask you for a username and password....
Customer: replied 2 years ago.
Okay,,,here's where I am now....I found my password for roku but cannot seem to log on to the link you gave me..
Expert:  D.Sandlin replied 2 years ago.
The password the roku is asking you for..

what exactly is it asking for and saying on the screen?

Customer: replied 2 years ago.

I have learned that there is no way to fix my problem unless I want to pay more money to Time Warner and I am not able to do that. So I have altogether discarded the roku and am not going to fool with that any longer.

 

I did not receive an answer to my problem but you were certainly understanding and helpful and so very patient with me. I appreciate your efforts. thank you.

Customer: replied 2 years ago.
No, I do not want any more information. There is no way to fix this problem.
Expert:  D.Sandlin replied 2 years ago.
I havent sent any more messages to you.. The Automated system probably has been sending you messages..

If you no longer have the roku, then theres nothing I can do to help connect t he roku to the network!!

If you need anyting in the future, you know where to find me.

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