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Everything on ROKU works on my television except Netflix. I…

Customer Question
Everything on ROKU works...

Everything on ROKU works on my television except Netflix. I can get Netflix on my computer but not on my television.

Technician's Assistant: How's your WiFi signal strength? Can you connect to the Internet using a computer or another device?

Signal is strong. Yes, other devices connect.

Technician's Assistant: Have you tried restarting both your digital media player and your router?

Do you mean have I unplugged for 10 seconds? Yes, multiple times.

Technician's Assistant: The Video Technician will be able to walk you through that. Anything else you want the Video Expert to know before I connect you?

No. Thank you.

Submitted: 5 months ago.Category: Recorders and Players
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Answered in 2 minutes by:
11/24/2017
Electronics Technician: Richard, Customer Service replied 5 months ago
Richard
Richard, Customer Service
Category: Recorders and Players
Satisfied Customers: 44,634
Experience: Over 20 years fixing Electronically devices
Verified

Thank you for your question. My name is ***** ***** I look forward to assisting you.

What exactly happens when you try to run netflix? And how long ago did it stop working?

Please let me know

Thank you

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Customer reply replied 5 months ago
It stopped last night. It reads "Your Roku player is unable to complete the requested action. please try again later. If this problem persists, please unplug your player, wait 10 seconds, and plug it back in." I did the unplug thing numerous times yesterday and this morning.
Electronics Technician: Richard, Customer Service replied 5 months ago

Thanks

Which model Roku do you have?

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Customer reply replied 5 months ago
2500x
Electronics Technician: Richard, Customer Service replied 5 months ago

Thanks

On the back of it is a reset button, using a paperclip pusjh this in for 10 seconds then release.

Wait 5 minutes and it will reset

Set it up again and tell me if Netflix then works please

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Customer reply replied 5 months ago
Okay. I'll try it right now.
Electronics Technician: Richard, Customer Service replied 5 months ago

Thank you

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Customer reply replied 4 months ago
it is asking for the networks' password. What is that?
Electronics Technician: Richard, Customer Service replied 4 months ago

That is your wifi password

Do you recall what this is?

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Customer reply replied 4 months ago
I don't.
Electronics Technician: Richard, Customer Service replied 4 months ago

Do you have a windows computer connected to your wifi network?

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Customer reply replied 4 months ago
Not sure what you mean by a "windows" computer but I have a computer that uses the wi-fi
Electronics Technician: Richard, Customer Service replied 4 months ago

Is the computer running windows?

I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

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Customer reply replied 4 months ago
Thanks, let's continue from here.
Electronics Technician: Richard, Customer Service replied 4 months ago

Is the computer running windows?

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Customer reply replied 4 months ago
Do you mean can I open window? The question confuses me. I'm not at all techy - 65 years old and not a fan of technology! :-)
Electronics Technician: Richard, Customer Service replied 4 months ago

Ok, the computer that is connected to wifi, what is the make and model of it?

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Customer reply replied 4 months ago
I have a DELL. The back does not say MAKE or MODEL but it's Inspiron 15 and the bunch of numbers are 41113/SDPP12015 (I hope they are very small).
Electronics Technician: Richard, Customer Service replied 4 months ago

Thanks

We can get the password ***** this.

Press the windows key + R and type in

ncpa.cpl

Press enter

Right click on the wireless connection and click on Status

Then click on wireless properties

Click on the Security Tab and then click on Show Characters and you can then see the wireless password ***** to use

Let me know how you go please

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Customer reply replied 4 months ago
I don't see a security tab.
Customer reply replied 4 months ago
I am in Wi-Fi properties
Electronics Technician: Richard, Customer Service replied 4 months ago

yes please carefully follow the instructions and you will ssee the password ***** use

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Customer reply replied 4 months ago
I cannot follow instructions because I am in Wi-Fi properties but I do not see a security tab. Should I hit the configure button?
Customer reply replied 4 months ago
Are you still here?
Electronics Technician: Richard, Customer Service replied 4 months ago

Yes I am here.

If you do not see security then you are not connected to wifi...

What is the make and model of your wifi router

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Customer reply replied 4 months ago
I am connected or I couldn't get on google or whatever. I get Netflix on my computer... just not on the television. I am definitely connected. Century Link PK5001Z
Electronics Technician: Richard, Customer Service replied 4 months ago

Check on the comcast router and you will see the wifi password ***** on it to use

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Customer reply replied 4 months ago
Comcast router? Century Link password ***** ***** What do I do with it?
Electronics Technician: Richard, Customer Service replied 4 months ago

Enter it in on the Roku as it is asking you for the password

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Customer reply replied 4 months ago
I put the numbers/letters on my television screen... but can't make the H a capital letter... will it matter?
Electronics Technician: Richard, Customer Service replied 4 months ago

yes it will, use the up arrow to make it a capital

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Customer reply replied 4 months ago
did that. it says I am unable to connect to Century Link 4319 I will try the steps they suggest. Unplugging etc.
Electronics Technician: Richard, Customer Service replied 4 months ago

thank you

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Customer reply replied 4 months ago
unplugged. checked I typed info in right. same results. unable to connect to Wi-Fi. when I am in Wi-Fi properties should I be hitting install or ????
Electronics Technician: Richard, Customer Service replied 4 months ago

You are doing this on the Roku... to connect it to your wifi network

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Customer reply replied 4 months ago
I plugged in the password ***** my ROKU... what do you mean? I am confused
Electronics Technician: Richard, Customer Service replied 4 months ago

What is now confusing you?

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Customer reply replied 4 months ago
you said, "You are doing this on the Roku... to connect it to your wifi network." I did that - on Roku. It says I cannot connect. I am wondering if a step was missed. should I ON MY COMPUTER under wifi properties be installing or configuring or ????
Customer reply replied 4 months ago
PLUS! I get everything on my ROKU except Netflix. Everything else is working. And I can get Netflix on my computer, but not my television.
Electronics Technician: Richard, Customer Service replied 4 months ago

The computer is now not involved, as you are connecting the Roku on your network.

When it asks for the password ***** your wifi network, enter it in.

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Customer reply replied 4 months ago
I did it again. it says I am unable to connect. for more help I am to contact Roku.com/support. is that you?
Electronics Technician: Richard, Customer Service replied 4 months ago

On the back of the centurylink router is a reset button, hold it in for 5 seconds then release.

Wait 5 minutes, power off the roku, power it on and then try to connect please

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Customer reply replied 4 months ago
doing that now
Electronics Technician: Richard, Customer Service replied 4 months ago

thanks

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Customer reply replied 4 months ago
I waited longer than 5 minutes. Same results. unable to connect to wireless network. I checked that I filled everything in right. Now what?
Electronics Technician: Richard, Customer Service replied 4 months ago

It is the wrong password, you need to locate your wireless password.

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Customer reply replied 4 months ago
The one on the back of the router is wrong? I checked and double-checked that I typed it in correctly. How do I find the right one?
Electronics Technician: Richard, Customer Service replied 4 months ago

If it is not accepting it then yes it is wrong, you need to get it via your computer on the instructions I gave you

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Customer reply replied 4 months ago
your directions include hitting a Security tab that did not appear upon multiple tries... which is why we went the other route.
Electronics Technician: Harry, Customer Service replied 4 months ago
Harry
Harry, Customer Service
Category: Recorders and Players
Satisfied Customers: 1,691
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply, we're a bit behind with the holidays coming upon us. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Harry
Harry, Customer Service
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Satisfied Customers: 1,691
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