Forum Discussion

joejoeU's avatar
joejoeU
Reel Rookie
3 years ago

New Roku Ultra remote won't control Sony OLED

Just purchased a Roku Ultra - 2022 version to replace a previous Roku 2020 version. For whatever reason the new device won't configure to control a Sony OLED (2020 model). the device attempts to conf...
remotes
mbogo375's avatar
mbogo375
Channel Surfer
3 years ago

I bought a new Ultra 4802x in early October.  I paired it with my Sharp TV and was able to control power on/off, and volume (up/down/mute).

Like other owners, the Roku remote lost all those capabilities after the update to OS 11.5 in November.

I checked the TV settings and they shoe no change to the HDMI-CEC settings (and I see the Roku box in the list of detected devices).

I tried the pairing steps and they didn't work; I even tried 'lying' about the music stopping but that didn't work either.

Is there a way to rollback the OS update?  Is Roku technical team working on a solution to this apparently widespread bug?

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    mbogo375

    Thanks for the post.

    Can you please provide us with the following information so we can investigate the issue further:

    1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
    2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
    3. 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)
    4. Steps to reproduce the issue you are seeing
    5. TV make & model
    6. When the issue started

    Once we have this information, I'll be able to pass it along to the appropriate Roku team to investigate further.


    Thanks,
    Danny

    • mbogo375's avatar
      mbogo375
      Channel Surfer
      3 years ago

      1. Model Roku 4802x, serial number x01000666EMD, software version 11.5.0 build 4235-C2

      2. It occurs on home screen and ALL channels.

      3. Tracker ID MD-470-613.

      4. Steps to reproduce: power on TV with its remote; try to power off with Roku remote (fails); try to raise/lower/mute TV (all fail).

      5. TV: Sharp LC-75N620CU

       

      Thank you

      • Tivoburkee's avatar
        Tivoburkee
        Community Streaming Expert
        3 years ago

        mbogo375 

        Retry to program the tv, switch brands try Emerson instead.

         

        Settings>system> remote and devices> remote> remote in USE> program tv