Forum Discussion

Hawkeye1's avatar
Hawkeye1
Newbie
6 years ago

Voice command feature on Roku Ultra remote not working

Upon giving voice command request via the voice button, response back is "Unable to hear you - try again." Roku Ultra is 2019 version purchased just a week ago. Roku device has latest software versio...
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RokuMary-F's avatar
RokuMary-F
Community Moderator
4 years ago

Hi lostinsowega,

Thanks for reaching out to the Roku community!

I'd be happy to take a closer look to see how we can help. Can you please provide us with more specific information about the Roku voice remote issue you are experiencing? In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further? As well as providing me your Roku Ultra's serial number by going to Settings > System >About. 

We recommend taking a look at the troubleshooting steps provided by our Support page here: How to resolve issues with your Roku® simple remote or Roku voice remote | Official Roku Support 

Please keep us posted.

Many thanks,
Mary

 

Len5's avatar
Len5
Reel Rookie
4 years ago

 The link above like so many other links to Roku articles says URL not found. The support is abominable. 

  • RokuKariza-D's avatar
    RokuKariza-D
    Retired Moderator
    4 years ago

    Hello Len5

    We're here to help!

    We do not have enough details from your original message to make an effective suggestion. Could you tell us more about your concern?

    With more information, we can assist you further.


    All the best,
    Kariza

  • Len5's avatar
    Len5
    Reel Rookie
    4 years ago

    Nothing complicated. I just bought a Roku Ultra and the Roku remote does not recognize any voice commands. It says 'thinking' but then ends with nothing changed. I have tried different channels in my router per one of your document's suggestions - I tried channels 11, 6 and 1 which were properly reflected in network/about. I always restarted the roku device and did the repair sequence for the remote. I read the articles and tried everything that they suggested. I even tried a 5G wireless network which did not have as good a signal strength as the 2.4G wireless network - which said 'excellent'.

    Interestingly, the Roku mobile app works fine to control the Roku box with voice commands with an iphone 12 and an iphone 8S.

    The remote is firmware rtn.4158, model RC651. The software was last checked 4/23 at 10:39 and was updated 4/22 at 7:39.

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    4 years ago

    Len5

    Thanks for the follow up.

    Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

     

    Thanks,
    Danny

  • Len5's avatar
    Len5
    Reel Rookie
    4 years ago

    s/n   X01000WJH7W2
    software vers: 11.0.0 build 5003-C2

     

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    4 years ago

    Hi Len5,

    Thanks for keeping in touch and providing the additional information.

    I have passed along your information to our Support team. They will follow up and assist you.
    Keep us posted and we'll continue assisting from there if needed.


    Best regards,
    Mary