Recorders and Players

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I have a brand new streaming stick plus and cannot connect.

Customer Question
I have a brand...

I have a brand new streaming stick plus and cannot connect. I went online and did everything they wanted. I just spent an hour with online chat support, got NOTHING and was disconnected. I need help please.

Technician's Assistant: What does your TV screen look like when you try to connect your digital media player? Is there anything at all displayed?

Yes. It shows my internet connection. I choose it and get the message it cannot connect to wireless, error 014.30. I have good connection strength. I have tried choosing private network, and have tried typing in my MAC address. I have rebooted the router. I can connect using other devices. Nothing is working.

Technician's Assistant: Is your digital media player connected to the TV, or is it connected to a power outlet?

What do you mean by digital media player. I disconnected the xfinity TV box, and plugged in the Roku. My internet router is not connected to the cable box. That box was plugged into the only hdmi port on the TV. Should the Roku be plugged into the cable box instead of the tv?

Technician's Assistant: Anything else you want the Video Expert to know before I connect you?

Not that I can think of.

Submitted: 4 months ago.Category: Recorders and Players
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Answered in 34 minutes by:
12/7/2017
Electronics Technician: Joe, Technician replied 4 months ago
Joe
Joe, Technician
Category: Recorders and Players
Satisfied Customers: 7,322
Experience: ASE cert tech for over 12 years, Auto, Marine and Home Electronics professional
Verified

Hello,

Thank you for allowing me to assist you, my name is Joe and I will be happy to help you with your concern today. Please bear with me for just a min while I form my reply to you.

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Electronics Technician: Joe, Technician replied 4 months ago

In many cases this is due to needing a firmware/software update and or needing to reset your router and clearing the network info from the roku and reentering it as well sometimes connecting to another network with a different login/password, since this is the express you dont have a direct ethernet connection which makes it a little harder.

Try to Disable Network Pings

In order to disable network pings, press the following buttons on your Roku remote (in order) to show the “Platform Secret Screen”.

Home button 5x, right, play, left, play, right.

Once you’re in, navigate up the menu and select: “Disable network pings”.

If that does not work then you will need to try connecting to another network to update the device. Run a software update. Once you’re connected, press the following buttons in order to unlock the “Secret Screen”: home x5, right x3, left x2.

Once you’re in, select the “Update Software” option and wait for the Roku to finish installing and then reboot. Disable network pings. After the software update, you’ll just need to repeat option 1 to disable network pings.

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Ask Your Own Recorders and Players Question
Electronics Technician: Joe, Technician replied 4 months ago

Do make sure that any cap letters are used in the password ***** entered correctly on the roku for the network password, leave on auto settings and just select your network ssid and enter the password.

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Joe
Joe, Technician
Category: Recorders and Players
Satisfied Customers: 7,322
7,322 Satisfied Customers
Experience: ASE cert tech for over 12 years, Auto, Marine and Home Electronics professional

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