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Josh
Josh, Computer Enthusiast
Category: Email
Satisfied Customers: 17142
Experience:  Email expert with over 5 years experience
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I am in Mexico, with my Roku 1, which worked fine last year.

Customer Question

I am in Mexico, with my Roku 1, which worked fine last year. Now it says on the TV
"not connected" . I tried calling the 800 number for support, and could not get though. Can you call me and explain what to do? I am sure there is a simple solution, but I am 78 years old and very bad at technical stuff. I am at 52-***-***-****.
Or send simple instructions.... please.
Miriam.
Submitted: 1 year ago.
Category: Email
Expert:  Josh replied 1 year ago.

Hi,

Step 1: Connect to your wireless network again

  • Go to Settings>Network>Wireless
  • 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 ***** prompted
      • If you were previously and just lost connection, you may not need to enter your password *****
      • Passwords are case-sensitive
  • Did that work? If not, please proceed to the next step below.

Step 2: Restart the Roku player and your wireless network

  • Unplug the power connector from the back of the Roku player
  • Unplug the power connector from the back of your wireless router
  • Unplug the power connector from the back of your modem
  • Plug the power connector back into modem (wait a couple of minutes for it to fully boot)
  • Plug the power connector back into the wireless router (wait a couple of minutes for it to fully boot)
  • Plug the power connector back into your Roku player, and wait for the image on your TV
  • Follow Step 1 above
      • Your wireless router and modem may be combined as one device
  • 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>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
Customer: replied 1 year ago.
I tried it all - didn't work. I can't see a button the player box...
Expert:  Josh replied 1 year ago.

Did you connect the Roku back to your wireless network?

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