CAN'T LOGIN TO ROKU ACCOUNT

If you forgot your password, go to https://owner.roku.com/Password/Reset to recover it.

CAN'T FIND ROKU PLAYER

If you see a "Player not found" message on the player selection screen, your Roku player was not detected over your network.

First, try going through network setup to ensure your Roku player is visible ("awake") on your home network:

• Roku 2 XS: Go to Settings > Network and select either Wireless or Wired.
• Roku 2 XD, Roku 2 HD, & Roku LT: Go to Settings > Network and select Wireless.
• First-generation Roku players: Go to Settings > Network > Repeat guided setup.

After you have successfully reconnected to your network, tap "Try Again" or "Refresh List" on the Roku app a few times.

If that did not work, try exiting the Roku app, turning your phone's (or tablet's) Wi-Fi off and on and re-entering the app.

If the app still does not show your Roku player, try powering down your Roku player, phone, and router. Restart all devices, wait 3 minutes, then launch the Roku app again.

Finally, confirm your Roku player is on the same network as your phone:

1. On your phone, open Settings and check your network's IP address. Go to Settings > Wi-Fi > Your network name and write down the number next to "IP Address". Your IP address will be a four-part number (e.g. 10.3.4.125).
2. Now, check the IP address of your Roku player. Go to Settings > About from Roku 2 and Roku LT players. Go to Settings > Player info from original Roku players. Write down the number next to “IP Address.”
3. The first three of four numbers of the IP address of your phone and your Roku player should match (e.g. 10.3.4 from IP address 10.3.4.125). If these numbers do not match, your Roku player and phone are not on the same network.

If the IP address numbers do not match and your Roku player and phone are not on the same network, try the following:

• If your Roku player is connected via Wi-Fi, check that your phone or Roku player aren't accidentally connected to a neighbor's Wi-Fi network.
• If your Roku player is connected via Ethernet, connect it wirelessly to the same Wi-Fi network as your phone. Go through Wi-Fi setup on your Roku player by selecting Settings > Network. Have your network password ready.
• If you are using a combination cable modem/wireless router, try adding a separate wireless router to your network and connecting your Roku player and phone to it.
• If you have multiple wireless routers in your home, check that your Roku player and phone are connected to the same router (same SSID).

NEED MORE HELP?

Finally, it's possible you have an incompatible router or a network configuration issue. Try contacting Roku Support here for more help. Be ready to provide them with details about the issue, your router make/model, your Roku player model, your Roku software version, your phone model and your phone OS version.

Also, you can go to support.roku.com and search Roku FAQ's.

We welcome email feedback on how to improve our app at feedback@roku.com.