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cotton19335's avatar
cotton19335
Reel Rookie
4 years ago

[OS 11.5] Roku TV cannot use remote or connect to mobile app

My TCL Roku TV went through an update this morning to 11.5 version.  Ever since the update, I cannot use the remote even after several attempts to reconnect using the button under the batter cover on the remote.  I also cannot connect an android phone to the TV as I could for every morning prior to the update.  I've manually reset the TV using the power button on the back of the TV since the remote doesn't work and I have restarted my internet router.  However, none of these actions have fixed the problem.  Help, I can use the TV at all at the moment.

remotes

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  • Mike-E's avatar
    Mike-E
    Streaming Star
    4 years ago

    I have the same problem since I upgraded my TCL Roku tv 50s535 to new firmware 11.5. My voice remote won't stay paired to the tv. I have to use the original IR remote to go through the menu, and try to re-pair the voice remote.

    It worked the first couple of times, now it won't pair and work anymore. Batteries are brand new, and check fine. So, I tried yet another remote I have, this one will start to pair, and the tv finds it, and then it fails to complete the pairing.

    P.S. Ok, I re-installed 11.5, and the voice remote now works properly again, without doing anything else. Let's see if it'll continue to work.

    P.P.S. Reinstalling the firmware didn't work. You can pair the RF voice remote, and then if the tv is powered off with the power button, it loses pairing. It won't work again unless you use the original IR remote to go through the menus, and do a full SYSTEM RESTART. Once you do that, it works fine again. Until the next time you power down that is...

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

      Hi cotton19335 Mike-E,

      Thanks for bringing this to our attention at Roku Community!

      Have you tried repairing your remote to see if you are still experiencing the same issue?
      For more information about how to pair your remote, visit our Support page here: How to fix your Roku® voice or simple remote that is not working | Official Roku Support

      If this issue is not resolved, please help us with the additional information provided below that would be helpful for our team to look into this problem.
      -Roku device model
      -serial number
      -device ID
      -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)
      -steps to reproduce the issue you are seeing

      Please keep us posted and we'll continue assisting you from there.


      Best regards,
      Mary

      • cotton19335's avatar
        cotton19335
        Reel Rookie
        4 years ago

        Hello - I was finally able to get my remote to pair again with my TV.  I used the standard pairing process and the screen would indicate the remote was pairing, but wouldn't work after completing.  I'm not sure exactly what solved it, but I unpluged the TV and pluged it back in along with restarting my internet router.  After that, the remote automatically starting working without even having to go through the pairing process again.  All other actions like using the reset option on the TV, using the power button on the TV to restart, pairing button on remote did not work.

    • JamieClaye's avatar
      JamieClaye
      Channel Surfer
      4 years ago

      I've the 55 Inch TCL Roku TV and recently the Voice Remote stopped working but the IR remote does.  I can restore the Voice Remote if I restart the set (full system restart, not just turning it off and on).

      It all seemed to start since a recent software upgrade to the set and I'm uncertain as to when the set and the remote break the connection but it is usually within a 24 hour period. 

      Removing and reinstalling the batteries (rebooting the remote) doesn't solve this and I've swapped out the remote with another voice remote, and still have the same problem.

      The only thing that restores the remote function is restarting the set.

      TCL model 55S435

      Software Version 11.5.0 build 4225-93

      Last update was 10-18-22'

      In writing this, I see there has been another update already since my last one, I'm going to try that but seeing as how the restart will no doubt reconnect with the remote, I may not know for a day if it solved the problem.

      • JamieClaye's avatar
        JamieClaye
        Channel Surfer
        4 years ago

        In follow-up, the latest upgrade has not solved the problem.  What is curious is that the disconnect occurs overnight - or seemingly so.

        I wonder if this is a hardware failure with the TV?

        I guess I need to contact support directly.