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
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

  • mbogo375's avatar
    mbogo375
    Channel Surfer
    3 years ago

    I haven't heard anything back from Roku support.  Has any problem determination been done? Results? Remedies?

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi mbogo375,

      Thanks for following up.

      Our team has continued investigating the issue and hopes to have a resolution soon. We'll get back to you once we have an update available I'll be sure to let the Community know.

      We appreciate your patience in the meantime.


      Best regards,
      Mary

      • mbogo375's avatar
        mbogo375
        Channel Surfer
        3 years ago

        Still no answers?

        Could Roku send me a replacement remote to try or should I just return the Roku Ultra? 

    • readingcop's avatar
      readingcop
      Reel Rookie
      3 years ago

      I tried everything that was listed here.  Roku eventually sent me a new unit, but the same problem remains. 

      I found the solution was to buy a new Apple TV 4K 3rd generation.  Everything works beautifully!!  I'll never go back to Roku!