Forum Discussion

RokuMaryEF's avatar
RokuMaryEF
Community Moderator
25 days ago

[Under Investigation] 14.6 Trouble Connecting Your Roku Wireless Speakers or Subwoofer

Hey everyone,

We’re currently investigating an issue affecting some users who are unable to complete setup with their Roku Wireless Speakers or Subwoofer, getting stuck on the "Updating..." screen when trying to pair. This issue has been reported on Roku OS 14.6.

If you’re experiencing this issue, please provide:

  • Version of your Roku Wireless Speakers
  • Is this the first time you’re pairing the speakers with your Roku device?
  • Your Roku device model, serial number, device ID, and OS version
    (Find this under: Settings > System > About)
  • Tracker ID — when the issue occurs, press the Home button 5 times, followed by the Back button 5 times, and share the ID shown on screen

Updates will be shared here as soon as more information becomes available.

Thanks,
Roku Community Team

Under Investigation

24 Replies

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      15 days ago

      Hey, stephenkingg​.

      Thanks for posting!

      We'd like to know if you're also experiencing the same issue. If so, can you share the details requested above in this thread so we can pass this to the right team?

      We'll wait for your response!

      Roku Community Team

  • mattewwade06's avatar
    mattewwade06
    Channel Surfer
    19 days ago

    Same issue here after updating to 14.6 my wireless subwoofer won’t stay connected, and sometimes it doesn’t show up at all. I’ve tried restarting both the Roku and the speakers, even did a factory reset, but the problem keeps coming back. Hoping a patch is on the way soon definitely seems like a firmware bug.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      17 days ago

      Hey there!

      We noticed that you're also experiencing issues pairing your Wireless Subwoofer to your Roku TV, and we're here to help!

      Can you share this info here so we can get this to the right team?

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID (Press Home five times, then press Back button five times)

       

      We'll wait for your response!

      Roku Community Team

  • Drarin's avatar
    Drarin
    Reel Rookie
    29 days ago

    I have existing Roku branded speakers and a subwoofer. They were previously working perfectly.  I got a new TV, Onn branded Roku. I factory reset both speakers and the sub. When attempting to connect, the tv says it is updating the speakers…then tells me they are unable to pair.  It tells me to 1. Move speakers closer. 2. Restart the tv.  3. Unplug/plug the speakers.  I have done all of these things and I continually get the same message. 

    model L826x

    software ver 14.6.4 build 9800-HO

    GC VER 13.16.10

    ID EO-236-569

    please advise. 

    • Drarin's avatar
      Drarin
      Reel Rookie
      27 days ago

      Hi Suzy.  I currently have a ticket open #: 12131646

      I was told they are having back end techs work on a fix to update the TV.  But no timeline when that fix would be ready or applied.  So im stuck in limbo currently

      • RokuSuzyL's avatar
        RokuSuzyL
        Community Moderator
        25 days ago

        Hey there Drarin 

        We hope you're doing well. Our team would like to know more details.

        Can you share more info about your speaker? We need the device ID and the software version. You can locate this by pressing the Home button > select Settings > Remotes & Devices > Speaker > and About. On the screen, capture the device ID and the Software version.

        We're looking into it.

        Roku Community Team

    • RokuSuzyL's avatar
      RokuSuzyL
      Community Moderator
      27 days ago

      Welcome Drarin 

      Thanks for reaching out! I understand you're having issues pairing your Onn TV with the Roku-branded speaker and subwoofer. 

      I appreciate you taking the steps to fix the issue and providing the required information. No worries, I'll pass this along to the right team so they can look closely at it.

      If you need anything else in the meantime, feel free to reach back out!

      Roku Community Team

  • nsr222's avatar
    nsr222
    Channel Surfer
    2 months ago

    Hi there, 

    I was excited about my new Roku TV Wireless Soundbar to connect to the Roku Pro TV that I got a couple months ago, but it has not been able to connect! I've gone through all the troubleshooting: checked to ensure the TV is up to date (it is, and is running a recent OS), reset the soundbar, moved the router away to avoid interference, unplugged and plugged back in both the TV and the soundbar, and moved the soundbar even closer to the TV (they are practically touching). Each time, when I try to connect, the load screen runs up to 100 percent and then it stays there for a few minutes before I get an "unable to connect screen." Is there something I'm not doing? Would welcome your help.

    Thanks!
    Noah 

    • RokuSuzyL's avatar
      RokuSuzyL
      Community Moderator
      2 months ago

      Welcome nsr222​

      Thanks for reaching out!

      I understand you are having an issue setting up your Roku wireless speaker, and  I appreciate you doing the troubleshooting steps.

      Can you provide the OS version of the TV? In the meantime, you can pair the Roku wireless speaker with the TV again by following these steps: Press the Pair button on the back of the speaker > Press Home (5 seconds) > Select Wireless speaker.

      For more information, visit this support article at this link.

      Keep us posted!

      Roku Community Team

      • nsr222's avatar
        nsr222
        Channel Surfer
        2 months ago

        Hi, Thanks for following up. The TV is running OS 14.6.4

  • anhenn's avatar
    anhenn
    Reel Rookie
    2 months ago

    I have an Onn model 10004471

    I just purchased the Roku wireless speakers and I cannot get them connected.  Tv seems to recognize them and it says the speakers are updating. It loads to 100% and then stays there for about 5 minutes and times out. I’ve went through that several times. 
    I’ve rebooted the tv through the system restart. I’ve reset the speakers. I’ve moved them right under the tv. Nothing is working.

    Are they compatible with the tv?

    • RokuSuzyL's avatar
      RokuSuzyL
      Community Moderator
      2 months ago

      Hi anhenn 

      Thanks for reaching out!  

      I understand that you're having trouble setting up your Roku wireless speakers.

      You can try pairing the Roku wireless speaker to the TV again by following these steps: Press the Pair button on the back of the speaker > Press Home (for 5 seconds) > Select Wireless speaker. 

      For more information, visit this support article at this link.

      Keep us posted.

      Roku Community Team

      • anhenn's avatar
        anhenn
        Reel Rookie
        2 months ago

        I have spent hours researching on this site. I’ve ran through all the troubleshooting steps multiple times. 
        You should be able to tell me by model # if they are indeed compatible.