Forum Discussion

SMonty's avatar
SMonty
Binge Watcher
3 years ago
Solved

IR Stops working Intermittently.

I have three of the Ultra streaming devices. This is my newest one (11/11/2022). Intermittently, but with increasing frequency, the IR transmitter (for TV on/off and volume) will stop working.  The R...
remotes
  • RokuDanny-R's avatar
    RokuDanny-R
    3 years ago

    Hi Community users,

    Thanks for your patience while we investigated the issue you are experiencing.

    We believe this has now been resolved. Please keep us posted if you are still experiencing the issue that was originally reported in this thread.


    Thanks,
    Danny

Lazyspacetruck's avatar
Lazyspacetruck
Reel Rookie
3 years ago

Voice remote pro

Model: RC795

Firmware: rtn4186

 

Roku ultra

Model: 4802x-Roku Ultra

software version: 11.5.0

Build: 4312-C2

 

Voice remote pro stops blasting IR intermittently. This is most likely software issue.

 

 

pholagoo's avatar
pholagoo
Channel Surfer
3 years ago

I also think this is a software problem.  Hoping they can sort the issue out soon.  It seems to have gotten worse over time (for me, at least).  Support chat has been no help at all, but I suppose they can't do much other than try to run you through basic troubleshooting tips considering they're just customer service reps and not actual programmers.  But it would be nice if they'd at least acknowledge they're aware of the issue and are working to resolve it.

  • RokuKarla's avatar
    RokuKarla
    Retired Moderator
    3 years ago

    Hello Lazyspacetruck,

    We would be more than happy to look into this issue for you but will need more detailed information. Can you please provide us with the following information:

    -Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    -TV brand and model
    -When did you start seeing this issue occur
    -Were you previously able to control your TV volume and power
    -What troubleshooting steps have you already taken to try to resolve the issue
    Once we have this information, we will be able to investigate further.


    Regards,
    Karla

    • SMonty's avatar
      SMonty
      Binge Watcher
      3 years ago

      This is  nonsense!!  If you look at the previous responses, you will see that the same response by Roku has been pasted into this post and that the requested information has been provided over the last two months or more!!!!!

      Roku apparently doesn’t have any method to address any issue other than setup troubleshooting. I will NEVER buy another Roku device unless this gets acknowledged AND acted upon!  I have now started to advise others of the lack of any real technical support from Roku!!!

    • Lazyspacetruck's avatar
      Lazyspacetruck
      Reel Rookie
      3 years ago

      I'm not doing any work for you. I've seen you or your colleagues post the exact same questions to other members with no follow up after they have provided the information you have requested. There is a function which allows the Roku to tell the remote to stop blasting infrared. It has nothing to do with what kind of television I have. It more than likely has something to do with power saving related programing. Or possibly programing related to screen saver........stuff like that. There are actually 2 issues I see:

      Both issues seem to occur after long periods of pause or inactivity. Or after screen saver.

      First issue is: IR stops blasting signal totally. Likely related to the above.

      Second issue: IR blast works and controls the volume levels but no sound is heard. The HDMI interface not delivering audio from Roku ultra. 

    • BAW's avatar
      BAW
      Binge Watcher
      3 years ago

      I thought maybe the problem was fixed, Almost a two whole days without the issue, but tonight, it came back. 😞

       

      I am at the point I wish I could get a refund for the two Voice Remote Pros I bought, because they are unusable for the most part.  

       

      I will send you my exact remotes if it will help.