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
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? 

  • Yeswola's avatar
    Yeswola
    Channel Surfer
    3 years ago

    I have the same problem. Does anyone know how to solve it?

    • macron's avatar
      macron
      Newbie
      3 years ago

      I have exactly the same issue with my remote that started about two weeks ago.

      Here's an interesting fact, I was talking with my daughter who has the same remote and she told me that her remote was doing the same thing! Not staying connected with the volume and the TV on/off...

      I'm not much of a believer in coincidence, but looking at ALL these post with similar issues and ALL are about two or so weeks old I'm wondering if there was a ROKU software update that perhaps was/is the issue?  I don't know when it was updated as there is no published date for this release...

      I checked and the firmware version for my remote is rtn.4186. Does anyone else have this firmware version?

      Would be very interesting to know.....

      ROKU support told me to buy a replacement new remote and that would take care of the issue. But if it turns out to be a software issue then I think it's up to ROKU to correct and update the software....

    • Yeswola's avatar
      Yeswola
      Channel Surfer
      3 years ago

      I solved this problem myself by unplugging the ROKU from my TV and the power connection to the wall outlet. Put everything back and made sure all connections were tight. Turned the TV on with the TV remote, made sure the correct HDMI was selected. The ROKU opened and the home button opened everything. May have been a loose connection. My TV is an older model. Also solved the battery problem where they needed frequent replacement. The ROKU stick comes with a separate short connection (don't know the name for this cord), I had it connected directly into the stick, I connected it to the stick then to a wall outlet and never had a battery problem again. Sorry I'm not very tech savvy so I can't use the tech names for the connections.

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

    mbogo375

    Thanks for the post.

    Have you already tried re-pairing the remote to your TV to see if the issue persists? It's important to follow the instructions on screen as they may have changed.

    Please keep us posted what you find out.

     

    Thanks,
    Danny

    • Rjmcgill's avatar
      Rjmcgill
      Newbie
      3 years ago

      I'm having the same on/off volume issues with my Vizio.  CEC is turned on.  I've reset both TV and ROKU stick several times but to no avail.

      Please help!

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Hi Rjmcgill, 

        Thanks for reaching out to the Roku Community. 

        I'm sorry to hear that you're having trouble with your Voice remote Pro not controlling your TV power, volume, and mute button. Let's troubleshoot your remote further. Have you tried re-pairing the remote with your Roku device? Setup your remote for TV control again by doing the following:

        1. Navigate to Settings
        2. Select Remotes & devices
        3. Select Remotes followed by your remote
        4. Select Set up remote for TV control

        Our FAQ provides additional information and complete steps on how to set up your voice remote to control your TV.

        Keep us posted if you see any difference.


        Regards,
        Nimfa