Forum Discussion

Bhiggs's avatar
Bhiggs
Reel Rookie
2 years ago

55" Ultra Plus TV Bluetooth Pairing Issues

I'm having the same issue with 55" Ultra Roku TV.  Each time I turn on the TV, I have to go to Settings, Power, Reset to boot it back to the dancing Roku before it will connect to headphones
Audio
Settings
RokuJechealR's avatar
RokuJechealR
Retired Moderator
2 years ago

Hi Bhiggs,

Thanks for the response, and we hope you are doing well!

We appreciate your updates regarding this issue and for providing your device information. Please be aware that we have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

Your patience and understanding in the meantime are much appreciated.

All the best,
Chel

  • ScottMargolis's avatar
    ScottMargolis
    Binge Watcher
    2 years ago

    Thank you much, RokuJechealR

     

    I truly appreciate the attention on this and your help.  Your products are typically excellent and I think this is a wider issue that if corrected quickly, will prevent folks from returning their TVs.

    The Plus series is perceived here as a premium/upscale version and getting this addressed will be good.

    If you need anything from me to help test or provide information – I will support.  Spent many years as a software developer when I was younger.

     

    If a patch/update is distributed, I can quickly test it and provide a response here to you too.

     

    Hoping for a fix soon 😊

     

    Thank you again,

    -Scott

    • ScottMargolis's avatar
      ScottMargolis
      Binge Watcher
      2 years ago

      Connecting the Roku support team to the Community.

      Here is my Ticket that has not seen activity other than repeated requests to close it.

      Ticket # 9559874 is awaiting your response: Airpods pairing issue

      I sent them this email this morning in response with the same info.

       

      Dear Support

       

      Some of the details are provided here in my interactions between the community, Roku Employees, and your team

       

      Here is the information below and I can offer some additional insight to help:

      Purchased a second identical unit this evening from another store and the same exact issue is happening – but noticed an additional behavior to help.

      Steps to Reproduce Issue:

      1. Pair AirPods Pro Series 2 (happens with Series 1 too) to the Roku TV and they connect and all good.
      2. Turn off the TV and at about an hour later, go back and turn on TV
      3. The paired Air pods are gone like they never were paired.
      4. Go back to home, Open lid of AirPods and then go back and TV does see them – BUT is unable to connect to them.
      5. Power-Cycle TV either by unplugging or in System, Power, Restart
      6. They show up and work perfectly
      7. Turn off TV and come back later – problem is back.

      Information regarding TV & Bluetooth Device:

      Device I am Pairing: AirPods Pro Series 2

      Issue Report Tracker:

      1. Model: G851X – Roku TV
      2. Serial Number: X01300KJ0L8C (SONX73CJ0L8C)
      3. Software Version: 12.5.5 – Build 4174-ET
      4. GC version: 11.2.23
      5. Timestamp: 2024-04-12T02:34:07Z
      6. Issue ID: 8C-147-034
      7. Model: 55R6AX
      8. Hardware ID: G851X
      9. Serial Number: X01300KJ0L8C
      10. Software Version: 12.5.5 – build 4174-ET
      11. Device ID: SONX73CJ0L8C

       

       

      https://community.roku.com/t5/Discussions/55-quot-Ultra-Plus-TV-Bluetooth-Pairing-Issues/m-p/961210#M44911

       

      RokuJechealR

      https://community.roku.com/t5/user/viewprofilepage/user-id/669874

       

      RokuTakashi

      https://community.roku.com/t5/user/viewprofilepage/user-id/669868

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Thanks for providing the additional information, ScottMargolis 

        We've notified our team regarding the details you have added regarding the issue encountered. We're closely working on the issue, and are committed to resolving the issue as soon as possible. 

        An update will be posted here regarding further developments in our investigation.

        We hope for your patience and understanding as we work on this.

        Best wishes,
        Kash