Intermittent Remote Issues
I see that there are serveral threads/posts here regarding Roku Remote not working or certain buttons not working. I have 3 new Express 4K units in my home. They were all purchased at the same time b...
Forum Discussion
@Snakoil
Thanks for the post.
We would be more than happy to look further into this issue, but will need more information. Can you please provide us the following information:
- Roku device model, serial number, device ID, and 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 and provide us with this ID)
- who is your ISP (internet service provider)
- brand and router you are using
- wireless frequency you are using as well as current wireless channel that your wireless network is utilizing
- steps to reproduce the issue you are seeing
With more detailed information, we will be able to investigate what you are experiencing.
Thanks,
Danny
Danny,
You replied to the screen freeze issue and it was eventually solved. Here is the info you requested and a bit more.
I have 3 units. They are all the same model.
Unit 1
Model - 3941 Roku Express 4K+
Serial Number - X0160071KWEU
Device ID - S07P2221KWEU
Software Version/ OS - 11.5.0 Build 4312-CR
Software Update - 12-14-22
Unit 2
Model - 3941 Roku Express 4K+
Serial Number - X016005X2DYY
Device ID - S07P41CX2DYY
Software Version/ OS - 11.5.0 Build 4312-CR
Software Update - 12-19-22
Unit 3
Model - 3941 Roku Express 4K+
Serial Number - X01600377DS
Device ID - S07P21D377DS
Software Version/ OS - 11.5.0 Build 4312-CR
Software Update - 12-21-22
I cannot tell you how to duplicate the problem. Next times it happens I will try to get a Tracker ID for you. But when I had the screen freeze problem I could not get an ID or even a reaction from the Roku by pressing those buttons. And of course, if those buttons are not functioning as a part of this issue, there is zero change of getting an ID.
Thanks,
Rob
Danny - I just posted a similar post before I saw this. I have the same problem with four Ultra Remotes. And have the same frustration. Remotes are intermittent on TV functions only in my case but all with new Samsung TVs. Frustrating and it seems like the remotes have some kind of problem because they al have the same issue. My other remotes work with no problems but having to switch of remotes is not acceptable, Need help.
Mine still do it, but not as frequently. But there certainly is still a problem with mine.
I am experiencing similar issues as described above. I have a Roku Streaming Stick 4K+ connected to HDMI port on a Vizio TV. The original Voice Remote Pro that came with the streaming stick works MOST of the time. However, I purchased a second Voice Remote Pro which only works intermittently. ON/OFF and Volume control are the most noticeable, but other features also work only intermittently.
Danny - here is my best attempt at providing you the information you request:
Tracker ID -
Model: 4802X Roku Ultra
Serial number: X01000X0K4RR (S0DA2290K4RR)
Software Version: 11.5.0 build 4312-C2
Time Stamp: 2023-01-28T22:14:47Z
ID RR-040-214
Since my original post all 4 Roku Remotes have the same problem - al purchased at the same time with the same software update. It works one minute and the next stops working and then later starts working again. For us, it is ALL TV function controls and SOund Bar controls - on/off, volume and mute functions. Never know when it might work so always have to keep the original TV remote handy which always works fine.
I purchased Philips Universal remotes as a result of your defective remotes until Roku figures out a fix, but that option eliminates the voice function and earphone function.
Would really appreciate it if Roku could work on this problem. Pretty obvious it is not just me and not an IR positioning problem. Thanks.
