Forum Discussion

tsburrows's avatar
tsburrows
Reel Rookie
9 months ago
Solved

After update, Ultra response to remote commands is way slow, some commands not recognized.

The remote works for basic arrow and enter functions, but ROKU Ultra response is really, really slow.  My remote is a Harmony Companion and I just changed batteries, no change. The remote works fin...
  • rrggrr's avatar
    rrggrr
    9 months ago

    Harmony remote with a hub likes to default to network control rather than RF. Try this on your Roku: Go to Settings:System:Advanced System Settings - then Control by mobile apps. Change the Network Access to "Enabled"

    I had a similar issue the other day and that fixed it.

JWS9518's avatar
JWS9518
Roku Guru
9 months ago

Maybe try re-pairing the remote and see it that helps.

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    9 months ago

    Hi tsburrows,

    Greetings from the Roku Community!

    Thanks for letting us know about the behavior you've experienced with your universal remote. Some commands are not recognized, and your Roku device responds slowly after an update.

    We would happily investigate this issue further, but we need more details. Kindly provide us with the following information about your device:

    • Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
    • We want to confirm whether you use the Harmony Companion remote on all your Roku devices.

    Once we have this information, we can pass it along to the appropriate Roku team for further investigation. We'll be looking forward to your response.

    Thanks,
    Chel

    • tsburrows's avatar
      tsburrows
      Reel Rookie
      9 months ago

      Thank-you Che.  I have 3 Ultras, bought at the same time, only one uses the Companion remote.  I have verified that the issue DOES NOT occur when using the Roku remotes, just the Harmony remote.  

      Model:  4670X - Roku Ultra

      Serial Number: YJ00FJ566071

      Device ID: KW904F566071

      Software Verson: 14.1.4

      Build: 7703

      Tracker: ID 71-490-797

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        9 months ago

        Hi tsburrows, 80K,

        Greetings from the Roku Community!

        Thanks for providing all the information we requested, and we're sorry for the inconvenience.

        Please note that we have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll post an update on this thread.

        We hope to get everything sorted out soon and appreciate you bearing with us in the meantime.

        Thanks,
        Chel

    • 80K's avatar
      80K
      Channel Surfer
      9 months ago

      I have the exact same problem as tsburrows. I also have only one Ultra and one Harmony Hub; 2 other Rokus, no problems. The update was on 12/4/2024 at 16:45.

      Model: 4800X - Roku Ultra

      Serial #: X01000WA1YPD

      Device ID: S02A21CA1YPD

      Software version: 14.1

      Build: 7703-C2

      Tracker ID: PD-492-169

       

      • 80K's avatar
        80K
        Channel Surfer
        9 months ago

        Additional info on my remote that may be helpful

        Logitech Harmony Hub

        Software version 4.15.330

        Build 420

        App version 5.7.14

    • biosapient's avatar
      biosapient
      Reel Rookie
      9 months ago

      I'm having the exact same problem as the others have described here. I didn't realize it started after a software update until I found this thread trying to search for a solution but then I checked and sure enough there was an update on Dec 5, right when the problem started.

      Model: 4630X - Roku Premiere+

      Serial #: YR00H7391330

      Device ID: 7KA73H391330

      Software version: 14.1.4 build 7703-29

      Tracker ID: 30-494-019

      • Richandzoe's avatar
        Richandzoe
        Reel Rookie
        9 months ago

        I need to join in on this issue.

        my Roku Ultra updated 4days ago and my my Harmony remote has a delay of about 4 seconds and the Exit button no longer works.

        my Roku Ultra is model 4800x

        SN x0100073j35u

        dev ID s02a2093j35u

        software version is 14.1