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

      • djc402's avatar
        djc402
        Reel Rookie
        9 months ago

        Well I'm throwing my hat into the ring on this issue also, mine updated on 12/3 and I've been having the same slow response issue sense.  Using a Harmony Elite with the Harmony hub.

        Model: 4800X - Roku Ultra

        Serial #: X01000J2C9MD

        Device ID: S02A20D2C9MD

        Software version: 14.1.4

        Build: 7703-C2

        Tracker ID: MD-492-686

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      9 months ago

      Hi Community users,

      Thanks for posting in the Roku Community about your experience with your Harmony remote for your Roku device.

      We acknowledge the information you provided and will update our appropriate Roku team on this. As we work on the issue, we hope for your patience and understanding.

      Further developments about our investigation will be updated in this thread.

      Thanks,
      The Roku Community Team

  • 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

       

      • Tizz06's avatar
        Tizz06
        Newbie
        9 months ago

        Thought i would thought my info out there also having the same issue been having it for the passed 2 days since the update on the 12-10-2024

        Model: 3810X - Roku Streaming Stick+
        Serial number: YHO0D0111670 (2139AD111670)
        Software version: 14.1.4 • build 7708-50
        GC version: 12.8.17
        Timestamp: 2024-12-13T03:20:43Z
        issue ID 70-499-880

  • MontyKu's avatar
    MontyKu
    Reel Rookie
    9 months ago

    I also just started having this same issue. Five second delay between button presses on my Harmony remote and Harmony app for Roku only. Harmony has no delay in any other device. Roku remote has no delay when I use that.

     

    Model: 4670X - Roku Ultra

    Serial Number: YJ00W739716

    Device ID: KW9990739716

    Software Verson: 14.1

     

    • rrggrr's avatar
      rrggrr
      Binge Watcher
      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.

      • tsburrows's avatar
        tsburrows
        Reel Rookie
        9 months ago

        Sincere thanks for providing this fix.  I worked just as you said.