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.

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