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wynsmth26's avatar
wynsmth26
Streaming Star
5 years ago
Solved

If the latest update (v 10.0.0 build 4177-46) breaks controlling TV volume-mute with Roku remote...

If the latest update (v 10.0.0 build 4177-46) breaks controlling TV volume-mute with Roku remote, just go into settings & re-set the remote to control the TV .

  • Hi everyone,

    Thanks for the posts.

    Please be aware that we are still investigating the root cause for why this happened.

    In the meantime, please set your Roku Remote again for TV controls. Navigate to Settings > Remotes & Devices > Remotes > [select your remote] > Set up remote for TV control. For more information about this setup process, visit our FAQ here: https://support.roku.com/article/115013019828.

    If you're still running into an issue, and this function worked before the latest update, please respond to the following thread with this information: Did your Roku remote lose volume and TV control after the latest update? Check here!

    • Your Roku device model
    • TV make/model and AVR make/model (if applicable)
    • Issue ID (Attempt the instructions above to Set up your remote for TV Control. If your remote is still not controlling your TV power and volume, then please obtain an Issue ID. To generate an Issue ID, on your remote, press Home 5x then Back 5x (next to Home) in quick succession, and you'll see an Issue ID pop up on your screen. Let us know what that Issue ID is here).
    • If you are using the newest Roku remote, Voice Remote Pro, please let us know as well.

    Once we have this information we will be able to pass it along to the appropriate Roku team to look further into.

    We will be closing this thread out.


    Thanks,
    Danny

  • Same problem here as of today.  Roku Ultra suddenly stopped controlling mute and volume.  Neither the Ultra remote nor another Roku remote work with volume now but all worked yesterday.  I’ve resynced both repeatedly.  Other remote functions work.   TV working fine.  What have you broken?  It’s ridiculous of customer service to put out such a deficient product or update.   Very unhappy.

    • wynsmth26's avatar
      wynsmth26
      Streaming Star

      There have been a couple of updates since v 10.0.0 build 4177-46. If you are on v 10.0.0 build 4177-46, update your Roku. I haven't had a problem on the newer updates.

      • whomeqqqq's avatar
        whomeqqqq
        Streaming Star

        And just how do *I* update the roku?  they seem to force updates on us whether we want them or not and whether they are useful/good or not.

    • keh's avatar
      keh
      Channel Surfer

      Same here. Roku:  are you going to send a FIX for this??

      • Baxa's avatar
        Baxa
        Streaming Star

        My build is 4195 and volume still isn’t working...

  • Tried that on three televisions. Was able to reconnect the JVC televisions but not the Samsung. Even tried a brand new remote from Roku. That remote only has ten codes for Samsung and JVC each, but the older remotes have 50 for each brand. JVC Models LT43MA877 and LT55MA877 both used code 15 under JVC brand. Neither would work with the brand new remote from Roku that only had ten codes. That remote came with a brand new Roku Ultra received this date from Amazon.  The new remote would not work with the Samsung television either and would only try 10 codes. It is worthless for my televisions. Had to use the old remote for the new Ultra so it would control the volume on the JVC television. The Samsung television is a 2018 Model UN40NU7100. The older remote worked on it until just recently to control the volume and mute. It no longer does that but will still turn the television on and off. Not sure why a company would release an "update" that would remove features from their system. And then to get so many complaints about the issue and not rescind that update and go back to the prior update until the issue is resolved. This will probably be the last Roku device I purchase and it may still be returned and I will switch to a different streaming service if Roku is going to continue to treat their customers like this.

    • OutWestandnorth's avatar
      OutWestandnorth
      Reel Rookie

      Blackjack101 is spot on.  It’s a total slap in the face to Roku’s customer’s and very irresponsible.  We have a large, older top of the line Sony tv that we love and your product isn’t worth using now.  Your remotes still work for our cheap tvs in the bedrooms but that isn’t good enough to keep us using Roku and we certainly won’t encourage anyone else to try them.  It’s very disappointing.

      • Flyfish29's avatar
        Flyfish29
        Newbie

        Same issue here. 4195-50. Volume doesn't control like it did previously.   Grrrr. 

  • Reset what? Remove the remote and re-add it or do you mean just restart the roku? After the update none of my remotes detect headphones being plugged in. Nothing I've tried has fixed it. 

    • wynsmth26's avatar
      wynsmth26
      Streaming Star

      I only had an issue with the volume & mute controls. I went to settings> remotes & devices> remotes> enhanced voice remote(the remote I have in use) > set up remote for TV control. 

  • My remote worked fine before the update controlling both my tv's on/off and the volume on my soundbar. I've been able to re-sync the soundbar (but now the volume buttons on the roku remote are extremely laggy). I tried to do another set up for remote to control my TV, but now it doesn't recognize my tv, the exact same tv it was set up with before the update. Is there any way to remove this update and go back to the previous one that actually worked??

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator

      Hi everyone,

      Thanks for posting to the Roku Community!

      Can you please provide us the following information:
      -Roku device model

      -TV brand and model
      -serial number
      -device ID
      -software OS/version (these can all be found in Settings > System > About)
      -tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
      -steps to reproduce the issue you are seeing
      With more information, we will be able to assist you further.

      Thanks,

      Mary

      • Mtuck0721's avatar
        Mtuck0721
        Newbie

        Do you want our finger prints as well? Just fix the screw-up. For god’s sake, countless thousands or tens of thousands are having the problem. Just do a freakin’ firmware update. Geez Louise!

  • whomeqqqq's avatar
    whomeqqqq
    Streaming Star

     How?

     

    It worked (buggy  ap but worked) for 3 years and I never had to set anything except a password that I can recall. 

    • Baxa's avatar
      Baxa
      Streaming Star

      Still no OS update...This is really becoming annoying!!!

  • Third response to this thread. When it first happened all three televisions quit having sound control I have two JVC and one Samsung. Power still worked for the JVC's but not the Samsung. Easily reset the JVC's to control volume including the mute buttons. I have a total of five remotes. Tried all five on the Samsung and none would work. Two of the remotes are the newer EL series versions, one being brand new. Neither of the EL version remotes (these use AA Batteries instead of AAA like the older model AL series) would work on any of my televisions. The AL series had 50 codes for both JVC and Samsung while the EL series only had 10 codes for each. Both JVC televisions (same model, different screen size) used code 15. Brand new Ultra that wouldn't work with the brand new remote (EL Series). After the newer update that was to resolve the remote problems, the new EL worked with the JVC televisions, still using code 15 but now the EL series had 50 codes instead of stopping at 10. Kept trying both EL and AL Series on the Samsung and neither would work. However, just like with the JVC the new EL series would now go up to  codes, but none of them worked. The power button would not work either. Sent the requested info (Roku model, television model and ID code) last night to Roku support. Today I checked to see if the remote would work on the Samsung. It still wouldn't mute during setup. However, a message on the screen would say "optical out". I use an external headphone that is wired to the television via the optical cable. Thinking this might be a problem, changed the settings on the television (not the Roku, but the Samsung) to internal speakers instead of optical out. Then went through the set up process and found at least three codes that worked to mute the sound. The first time, code 3 would mute the sound but not turn the tv on or off. Tried again and code 7 would also work the sound but not the power. On the third try, got up to 13 and the remote would work the sound and the power. Problem solved for now as long as I only want to use the internal speakers for sound. Will have to switch to optical output on the television settings anytime I want to use only the headphones which is a pain but I don't think it is related to the Roku problem. I can not attest to the fact that the sound controls existed when I had the television set to optical out before the original update that lost both power and sound control. When it was controlling the sound and power before that upgrade, I may have had the sound set to internal speakers. I honestly can't remember if the sound control worked for the headphones when the television was set to optical out instead of internal speakers. I set the headphone sound level via the headphone and transmitting base for the headphones and don't know if I ever tried to adjust the sound after I got the headphones volume and equalizer settings to a level I enjoyed. 

  • This solution is not a solution- nothing works- resetting, re-pairing to TV , going through the 45+ codes- nothing- this is ridiculous!

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator

      Hi everyone,

      Thanks for the posts.

      Please be aware that we are still investigating the root cause for why this happened.

      In the meantime, please set your Roku Remote again for TV controls. Navigate to Settings > Remotes & Devices > Remotes > [select your remote] > Set up remote for TV control. For more information about this setup process, visit our FAQ here: https://support.roku.com/article/115013019828.

      If you're still running into an issue, and this function worked before the latest update, please respond to the following thread with this information: Did your Roku remote lose volume and TV control after the latest update? Check here!

      • Your Roku device model
      • TV make/model and AVR make/model (if applicable)
      • Issue ID (Attempt the instructions above to Set up your remote for TV Control. If your remote is still not controlling your TV power and volume, then please obtain an Issue ID. To generate an Issue ID, on your remote, press Home 5x then Back 5x (next to Home) in quick succession, and you'll see an Issue ID pop up on your screen. Let us know what that Issue ID is here).
      • If you are using the newest Roku remote, Voice Remote Pro, please let us know as well.

      Once we have this information we will be able to pass it along to the appropriate Roku team to look further into.

      We will be closing this thread out.


      Thanks,
      Danny