Two days ago, we experienced a 30 minute loss of electrical power. When restored, everything worked fine except our new Roku 3 unit for streaming Netflix etc. Our older Roku 2, in another room, but hooked up to the same network worked fine. After much self diagnosis and experimentation that failed to solve the problem, I engaged in this chat session with Roku’s “Joann B, Streaming professional”

I have a feeling she was handling multiple cases at once.

SM – Joann B Roku Streaming Professional

SM – Joann B Hi Jim, how can I help?

Jim I have the latest Roku device for about a month. I had a power outage and now the device will not connect via ethernet. It does see the ethernet and shows it working, but it fails to work with Netflix or Amazon.

I already restarted the device and restarted the router. Wireless works fine. Firmware is updated to latest.

So I’ve provided a concise summary of the problem and my attempts to resolve them.

SM – Joann B I’m sorry about that, let’s try to get that fixed for you. Before we get started, may I have the model and serial number of the Roku player?

Jim Give me a moment…

SM – Joann B Sure go ahead.

Jim sn6325a523, roku 3

SM – Joann B Thank you.

Do you get any error code or message?

Jim on Netflix, after it stalls, it gives the ui-122 and I’ve seen ui-123

BTW, I’ve restarted the system several times.

SM – Joann B Is it only an issue with Netflix?

Note that I had already answered this question when I described my problem.

SM – Joann B May I know when did the issue start?

Jim No, Amazon stalls too. The issue started yesterday. We had a power outage. My Roku 2, in another room and connected to the same network restarted without issue.

SM – Joann B Have you done any changes with your Roku set up and router settings?

Jim no

SM – Joann B May I know what is the brand of your router and Internet Service Provider?

Jim Fios. I don’t know the brand. Why should it matter if my other Roku is fine? Is the Roku 3 extra delicate?

SM – Joann B It will matter if the distance of the Roku 3 is farther from the router compare with other Roku that you have.

May I know how far is your Roku 3 from the router and how many devices are connected with your network?

Jim Are you kidding? This is a wired connection, not wireless.

So she has completely missed the point of the call. She is either dense or distracted. I suspect the latter.

SM – Joann B Oh sorry about that, thank you for clarifying that.

Jim You do understand what Ethernet is, right?

SM – Joann B Yes it is Jim.

It is possible to connect it through wireless or used other ethernet cable if possible?

Jim Do you not remember that I wrote that the Roku works fine on WiFi? How many tech calls are you handling at once?

SM – Joann B Does it mean that your Roku 3 works fine in wifi but not wired?

Jim Please pay attention. Both are connected via Ethernet. Roku 2 works fine. Roku 3 works with WiFi but not with Ethernet.

SM – Joann B Is it possible to just connect via wifi since it’s working okay on that?

Jim Now you’ve insulted my intelligence. I bought the new unit a month ago because I needed a wired connection during evening hours. Please connect me to your superior.

SM – Joann B My apologies on that Jim. That’s not what I meant. If that would be the issue, let me check what we could do.

Tick-tock, tick-tock….

Thank you for waiting. Is it possible if you try other ethernet cable if that would work with Roku3 to isolate the issue?

Jim No, it is not possible. Why would the cable suddenly become an issue if the Roku 3 shows that the wired connection is fine?

SM – Joann B I’m sorry about that.

May I know when and where did you purchased your Roku 3?

Jim Directly from Roku, January 13 2016

SM – Joann B Thank you for the information.

Let’s try to do a hard reset and try to connect your Roku via wired.

We are going to reset the Roku player.
Please be reminded that after we reset the player it will go back on the same thing as if it is a brand new one.

We will be setting up everything.
Please be mindful also for your Network / Wifi password.

Please look for the reset button on your Roku player.
Press and hold that reset button for 30 seconds.

The reset button is like a hole that you need to insert a pin or a clip.

Please press and hold the reset button on the Roku player for 30 seconds while your television is on and while the Roku player is plugged in.

Jim Okay, will do.

SM – Joann B Thank you Jim.

I reset the Roku box, which means pairing the remote, connecting to the network, connecting via tablet to Roku’s site to log into my account, waiting while it downloads 54 apps, the setting up the passwords for Netflix and Amazon so I can test everything. This takes 15 minutes.

When I return, here is what I see:

Hi, it seems that you have been idle for more than three minutes. Please be aware that a long delay in response may cause disconnection or system error. If there is no response in the next two minutes, this window will be closed. Should you need further assistance, please don’t hesitate to log in to Live Chat. Again, thank you for contacting Roku Support.

Thank you for your chat. Feel free to contact us again.

SM – Joann B has closed the chat.

Start the chat again

SM – Joann BRoku Streaming Professional

SM – Joann B Hi jim, how can I help?

jim I have the latest Roku device for about a month. I had a power outage and now the device will not connect via ethernet. It does see the ethernet and shows it working, but it fails to work with Netflix or Amazon.

I already restarted the device, restarted the router,

Wireless works fine.

Firmware is updated to latest.

SM – Joann B I’m sorry about that, let’s try to get that fixed for you. Before we get started, may I have the model and serial number of the Roku player?

jim Give me a moment…

SM – Joann B Sure go ahead.

jim sn6325a5237755

roku 3

SM – Joann B Thank you.

Do you get any error code or message?

jim on Netflix, after it stalls, it gives the ui-122 and I’ve seen ui-123

BTW, I’ve restarted the system several times.

SM – Joann B Is it only an issue with Netflix?

May I know when did the issue start?

jim No, Amazon stalls too. The issue started yesterday. We had a power outage. My Roku 2, in another room and connected to the same network restarted without issue.

SM – Joann B Have you done any changes with your Roku set up and router settings?

jim no

SM – Joann B May I know what is the brand of your router and Internet Service Provider?

jim Fios. I don’t know the brand. Why should it matter if my other Roku is fine? Is the Roku 3 extra delicate?

SM – Joann B It will matter if the distance of the Roku 3 is farther from the router compare with other Roku that you have.

May I know how far is your Roku 3 from the router and how many devices are connected with your network?

jim Are you kidding? This is a wired connection, not wireless.

SM – Joann B Oh sorry about that, thank you for clarifying that.

jim You do understand what ethernet is, right?

SM – Joann B Yes it is Jim.

It is possible to connect it through wireless or used other ethernet cable if possible?

jim Do you not remember that I wrote that the Roku works fine on WiFi?

How many tech calls are you handling at once?

SM – Joann B Does it mean that your Roku 3 works fine in wifi but not wired?

jim Please pay attention. Both are connected via Ethernet. Roku 2 works fine. Roku 3 works with WiFi but not with Ethernet.

SM – Joann B Is it possible to just connect via wifi since it’s working okay on that?

jim Now you’ve insulted my intelligence. I bought the new unit a month ago because I needed a wired connection during evening hours. Please connect me to your superior.

SM – Joann B My apologies on that Jim. That’s not what I meant. If that would be the issue, let me check what we could do.

Thank you for waiting. Is it possible if you try other ethernet cable if that would work with Roku3 to isolate the issue?

jim No, it is not possible. Why would the cable suddenly become an issue?

Why does the

Roku 3 show that the wired connection is fine?

SM – Joann B I’m sorry about that.

May I know when and where did you purchased your Roku 3?

jim Directly from Roku, January 13 2016

SM – Joann B Thank you for the information.

Let’s try to do a hard reset and try to connect your Roku via wired.

We are going to reset the Roku player.
Please be reminded that after we reset the player it will go back on the same thing as if it is a brand new one.

We will be setting up everything.
Please be mindful also for your Network / Wifi password.

Please look for the reset button on your Roku player.
Press and hold that reset button for 30 seconds.

The reset button is like a hole that you need to insert a pin or a clip.

Please press and hold the reset button on the Roku player for 30 seconds while your television is on and while the Roku player is plugged in.

jim ok Read

SM – Joann B Thank you Jim.

Hi, it seems that you have been idle for more than three minutes. Please be aware that a long delay in response may cause disconnection or system error. If there is no response in the next two minutes, this window will be closed. Should you need further assistance, please don’t hesitate to log in to Live Chat. Again, thank you for contacting Roku Support.

Thank you for your chat. Feel free to contact us again.

SM – Joann B has closed the chat.

Start the chat again