Forum Discussion

Tantor's avatar
Tantor
Reel Rookie
8 months ago

Bluetooth won't allow mute when using hearing aids anymore.

After a recent update neither of my Roku ultras will allow me to mute the volume while listening on my hearing aids while connected via bluetooth. How can this be fixed?

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    8 months ago

    Hi Tantor,

    Welcome to the Roku Community!

    We noticed in your post that after the recent update, your Roku Ultras could not mute the volume while using the hearing aid, which is connected via Bluetooth. No worries, we'd be glad to assist you with this issue.

    We suggest you try this troubleshooting steps:

    If possible, try disconnecting your hearing aid from your Roku Ultra and checking if you can mute it without the hearing aid connected. If the issue persists even without the hearing aid connected, please proceed with the next step.

    System restart your Roku Ultra

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System restart

    We would also like to know the software version of your Roku Ultra. To locate it, follow these steps: Settings > System > About.

    We hope these troubleshooting steps work. Please keep us posted.

    Regards,
    Riamie

    • Tantor's avatar
      Tantor
      Reel Rookie
      7 months ago

      Already did a system restart. Didn't work. When using speakers volume controls and mute work fine. It's only when listening through my hearing aids via bluetooth that there is a problem. Can't control volume and can't mute. Started on both devises after an update. Two Roku Ultras. One model number 4801RW, the other model number 4800RW. Both have software version 14.0.4. Thank you.

      • RokuRiamie-D's avatar
        RokuRiamie-D
        Community Moderator
        7 months ago

        Hi Tantor,

        Thank you for the response!

        We appreciate you trying the troubleshooting steps we provided above. Rest assured that we have coordinated this issue with our Roku-appropriate team.

        Please provide us with the following details, as this will help us to investigate the issue further:

        • 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)
        • Is your hearing aid connected directly to the Roku Ultra or through the Roku mobile app?
        • Please also include the make and model of the hearing aid you are using.

        Providing these details will help us to look closely into the issue. Please keep us posted.

        Regards,
        Riamie