Forum Discussion

RokuMaryEF's avatar
RokuMaryEF
Community Moderator
12 months ago
Solved

Voice Command Issue and Remote Restart Instructions

Hi Community users, We are aware of an issue where sometimes voice commands are not registered (both when pressing the Microphone/Search button or using "Hey Roku" commands). We recommend restart...
Fixed
  • RokuJanadeeK's avatar
    RokuJanadeeK
    12 months ago

    Hi krysbeal,

    Welcome, and thank you for posting!

    We understand that you're having issues with the Roku Voice Remote Pro 2nd Edition voice control. Rest assured, our team is currently aware of the issue.

    Could you please confirm if the issue happens when pressing the voice command button or the hands-free button? What Roku remote model are you currently using?

    In the meantime, we would highly suggest these steps to reboot your remote:

    • If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
    • If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home buttons for 20 seconds.

    When the status light stops flashing, your rechargeable voice remote has successfully rebooted. For more information, refer to this support article: How to fix your Roku voice remote that is not working | Official Roku Support.

    Keep us updated with your findings.


    Regards,
    Janadee

Creynolds77's avatar
Creynolds77
Channel Surfer
2 years ago

I just got one and it's been nothing but trouble. 

The voice remote switch in the on position will show as off on the TV when I check, and vice versa. 

When I set it to on, and I hear the chime and the TV says it's on, it won't reply to any hey Roku sayings at all. Zero.

Eventually it will notify me on screen that voice control is turned off. 

For the short amount of time after repairing /pairing (I've tried doing it a few times to fix) it will however let me press the mic button down and initiate a command, like find my remote (pointless since it only works when I press the button ).

Brand new. From Amazon today. I've rebooted my TV, router, tried to pair it a few times, removed it from menu via the 4 digit code, everything.

It just doesn't want to work. At least, the auto voice commands. 

Even during pairing when you have to check the box a few times, it would turn off voice pairing (when the remote had the switch in the on (green) position) while I wasn't even touching the remote.. and the TV would chime to let me know as well.

So the voice control just doesn't work. The switch to turn it off and on doesn't work, and when it does, does the opposite of what you switch it to( turn it on, the TV will pop up a notification saying it's off, vice versa). Doing this a few times and eventually the remote won't respond to the switch at all until a re-pairing 

I'm a pretty tech savvy guy but this thing just doesn't want to work, and has a mind of it's own because it will turn off features by itself. And let me know it did it when there was zero interaction with it.

I updated the remote out of the box. It did this auto. 

Firmware version rtn.4262

Voice capture fw en_US, 0024

Please help or this thing is gonna go back to Amazon or in the trash. 

TCL 6 series TV running Roku (built into the TV)

It's the new backlit rechargable v2 pro voice remote. All previous Roku branded remotes worked flawless, and when I held down the voice button on those it worked as well.

Creynolds77's avatar
Creynolds77
Channel Surfer
2 years ago

UPDATE

First off I just want to thank Team Roku and Austin for contacting me personally to resolve my remote issues.

 

Initially they were going to send a label, id drop my remote with issues into the mail and get a new one back. A solution I was ok with and I hoped maybe their tech department could see what I experienced.

Yesterday a package showed up in my mailbox, and it was a brand new remote!

Initiated a pair with my TV, it auto updated, and boom! It works absolutely like I expected and does everything it says it can. Voice works, recharge, light on wake, you name it.

This is the remote I wanted and it delivers. I know sometimes you get a failure rate and I was the winner of that lottery, but I just wanted to update and say thank you for fixing the issue with a new remote. 

I couldn't be happier with it.

Funny thing is even tho I unpaired and "forgot" the remote that doesn't work correctly in the pairing menu, it still is being weird. I have it in it's box in the bag it came in and every now and then I'll see a "remote battery" icon pop up on my TV from the remote.

Also I can send the faulty one back? If you guys don't care or this is problem resolved and we're done.. that's fine too. I'm just going to toss it out as I have a working one now.

 

Again, thanks for your help and this is an amazing community I've learned. I've always liked Roku stuff because for me, it just works and it's not insanely overpriced like every other brand out there. 

Hope this remote comes with some Roku tvs in the future as it really is the best remote Roku has brought to market thus far.

 

RokuAustin 

Please also tell Nick B thanks for the remote as well and your team for great work

 

 

  • krysbeal's avatar
    krysbeal
    Reel Rookie
    12 months ago

    I'm having the same issue.

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      12 months ago

      Hi krysbeal,

      Welcome, and thank you for posting!

      We understand that you're having issues with the Roku Voice Remote Pro 2nd Edition voice control. Rest assured, our team is currently aware of the issue.

      Could you please confirm if the issue happens when pressing the voice command button or the hands-free button? What Roku remote model are you currently using?

      In the meantime, we would highly suggest these steps to reboot your remote:

      • If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
      • If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home buttons for 20 seconds.

      When the status light stops flashing, your rechargeable voice remote has successfully rebooted. For more information, refer to this support article: How to fix your Roku voice remote that is not working | Official Roku Support.

      Keep us updated with your findings.


      Regards,
      Janadee

      • krysbeal's avatar
        krysbeal
        Reel Rookie
        12 months ago

        The issue was not resolved by following these steps.