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ChrisGunnell's avatar
ChrisGunnell
Channel Surfer
2 years ago
Solved

[OS 12.5] Remote stopped working after software update

Roku 3 - 4200x will not recognize/pair to remote after software update to version 12.5.0 build 4169-04. 

Gaming Remote that came with the streaming device worked Thursday as normal. Friday would not work after automatic update to 12.5.0 (Oct. 5, 2023). 
Changed batteries, attempted to pair in settings screen and at start up, purchased new Voice Remote Pro thinking I replacing the remote might help. It did not. Device fails to pair. Remotes seem to be working as pairing indicator lights flash.

Remote feature in iPhone Roku app works. And the old remote from Roku XD model 2050X works with line of sight and close range. 

Can I rollback? Will there be another update? Would Factory Reset benefit?

  • Hi ChrisGunnell,

    Thanks for posting, and welcome to the Roku Community!

    We appreciate you for reaching out for support here to us. We recommend first performing a system restart on your Roku streaming device to see any improvements if your remote will pair before performing a total reset. To do this, kindly navigate to Settings > System > Power (skip if no sub-menu) > System Restart.

    Kindly keep us posted on what you find out after restarting your Roku device.

    All the best,

    Kash

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator

    Hi ChrisGunnell,

    Thanks for posting, and welcome to the Roku Community!

    We appreciate you for reaching out for support here to us. We recommend first performing a system restart on your Roku streaming device to see any improvements if your remote will pair before performing a total reset. To do this, kindly navigate to Settings > System > Power (skip if no sub-menu) > System Restart.

    Kindly keep us posted on what you find out after restarting your Roku device.

    All the best,

    Kash

    • ChrisGunnell's avatar
      ChrisGunnell
      Channel Surfer

      Thanks for troubleshooting. I did try the system restart from the settings menu on the streaming device. Followed the instructions online to remove/replace batteries in the remote at the Roku start up screen. Remote blinks like it's trying to pair. Streaming device fails to pair. After system restart, the remote is still listed as a known device in settings menu, but it isn't connected. Tried to pair as if a new remote - again, remote flashes as expected, streaming device fails to make connection.

      • jikwild's avatar
        jikwild
        Channel Surfer

        I am having the exact same issue after the 10 – 5–23 update. Have tried new batteries, rebooting, repairing, even buying a new remote all to no avail help please!

    • rwoodcock3's avatar
      rwoodcock3
      Reel Rookie

      I have the same problem with a 4640X - Roku Ultra. Tried other remotes and they will not pair. Used the remote from the 4640X and easily paired it with a 3820X 4k streaming stick, so not a remote problem.

      Serial number: YP009E351636

      Software Version: 12.5.0 - Build 4172-29

      Please fix this problem!

       

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator

    Hi Community Users,

    Thanks for updating us here in the Roku Community!

    We appreciate you letting us know about the problem of pairing your Roku remote with your Roku devices. It is important to power cycle it first in order to put your Roku device in pairing mode before anything else. Please follow these steps:

    1. Remove the power cable from your streaming device.
    2. Wait at least 5 seconds.
    3. Re-connect the power cable.
    4. Wait for your streaming device to power on and the Home screen to appear on your TV screen.
    5. Within 30 seconds of seeing the Home screen on your TV screen, put your voice remote into pairing mode.

    After doing so, put your voice remote in pairing mode.

    1. Press and hold the pairing button on your voice remote for 20 seconds. The status light should slowly flash green, stop, and then flash rapidly. When this happens, release the pairing button, and your remote will restart.
    2. Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash. If the light does not flash, charge your remote.
    3. Wait for 30 seconds while the remote establishes a connection with your streaming device.

    For more details, you can check out this support article on how to fix your Roku voice or simple remote that is not working.

    Let us know how it goes, and we'll be happy to assist you further.

    Kind regards,

    Eunice

    • JM16's avatar
      JM16
      Channel Surfer

      Followed your instructions using the Gaming Remote that came with the Roku 3 4200X streaming device. A couple of sets of new batteries were tried each time. The remote's blinking pairing light comes on but fails to pair. The 4200X unit ways it can't find it, even when the remote is put in very close proximity. 

    • baccioly's avatar
      baccioly
      Newbie

      Same problem here.

      Followed your instructions to the letter.

      no change.

      The software update bricked the Remote rendering it useless.

      How should all of us proceede?

      • Midgeylarue's avatar
        Midgeylarue
        Newbie

        Very frustrating!  ROKU 4 remote stopped working after update!

    • SShook's avatar
      SShook
      Channel Surfer

      Same issue. All steps taken, and also purchased a new remote. Unable to pair remote since software update. Would love to roll back recent update from 10.5 to resolve the issue 

      • RokuERey's avatar
        RokuERey
        Retired Moderator

        HI SShook JM16,

        We're sorry to hear about this and appreciate you for reaching us here in the Roku Community.

        Could you share with us the device serial number where the remote is paired? We'd like to take a closer look.

        Keep us posted!

        Regards,

        Rey

  • I am having the same problem, sort of.  I have an Onn Roku tv and the original remote that came with the tv did not work properly. The volume and mute buttons were almost always not functioning, so I paired it with a Philips SRC2063WM Universal remote. I bought the tv from Walmart's Black Friday Sale in 2020 and it worked without any issues with my Philips remote until last week.  Once the tv is off for more than 10 minutes, the remote will not power the tv on, but if I use the original remote to turn the tv on, then my Philips remote works flawlessly, it will turn the tv off and back on, change channels and volume and everything it is supposed to do.  I have even left the remote untouched for over an hour (while the tv is turned on) and the tv responds to the remote, but once the tv is turned off for more than 10 minutes, the tv will not respond to the Philips remote. I have tried to program my remote many, many times to this particular tv and it works fine until the tv is off for more than 10 minutes.

    I have read the discussions listed and noticed that the Roku representatives do not answer the question.  "Can the last update be rolled back?"

     I have tried many different codes on my Philips remote and have had no success in getting it to work as it did before (I have the original program code written down)

    Is there any way the last update can be undone so that I can continue to use my Philips remote as the original does not work properly?

    DonVertz

  • Exact same issue on both my Roku 3s.  

     

    I just used the Roku app to control one and do a factory reset. Once I did the remote paired and works, but now I'm stuck in the activation screen. The Roku says it "can't seem to reach" me at my email address and I never receive the email.  I had an email sent to me from my Roku phone app as a test and that came no problem, but the Roku 3 is still showing that error.

     

    The QR code activation option just loads forever and locks up the device to until I pull the power plug.  My Roku phone app also recognizes the device as soon as I turn it on.  

     

    This is even while using a wired internet connection and the original remote, sn 4E654E101568.

     

    Very frustrating, and leaves the device absolutely useless as others have stated. 

    • ChrisGunnell's avatar
      ChrisGunnell
      Channel Surfer

      that’s a bummer. Glad I held off on the factory reset. 
      I’m stuck with the iPhone app and my 12 year old first Roku remote, but until they roll out an update it’ll do. 

  • 12.5 results in no longer working with DISH remotes; even after executing all the alternate rituals such as system restarts and reprogramming.

    These are not the only third party remotes adversely affected by 12.5

    ROKU needs to issue a fix.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator

      Hi FFD,

      Thank you for keeping us posted!
      If you're having trouble with your Dish remote, we suggest that you may need to contact your provider directly if you are having any issues and ask for additional assistance.

      If you need anything else, please let us know.

      Best regards,

      John

  • Hi my name is Corby. I had the same problem. The answer is NOT replace the batteries. Yes check that they are good , but that won’t fix it. When you are pointing your remote, there is receiver that receives the signal from the remote. It may be a USB device, if so, unplug it and keep it unplugged for a slow 20 count. Make sure that the Roku receiver that you are pointing at with the remote, has the power to it unplugged for at least 20 seconds. Once you plug it back in after that, your remote should work properly. Good Luck!!

    • number40Fan's avatar
      number40Fan
      Binge Watcher

      I didn't read all of the replies, but if Directv remotes hasn't been brought up yet, they should. 

      After this 12.5 update, my Directv remote stopped working with my Roku TCL TV.  How do I know it was the update...I have two of the same TVs.  The other was working fine with the Directv remote for over a week while the updated TV didn't.  Then, guess what?  The other TV updated yesterday and now the Directv remote no longer works with it.

      Get this fixed Roku!!!

      • pete_c's avatar
        pete_c
        Channel Surfer

        My RokuTV is no longer working with my Direct TV remote after firmware update to 12.5.  This is very low on the WAF (wife acceptance factor).  What's up?  

        SN: YN00TW836966

        7105X

         

  • It seems obvious that Roku broke this when it rolled out the 12.5.0 update.  This broke for everyone after the update.  When will this be fixed?

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator

      Hi Bmathew,

      Welcome to the Roku Community, and thanks for the inquiry!
      Our appropriate Roku team is currently looking into this issue that you're having with the Roku remote, and once the information is available, we will update this community thread.

      In the meantime, your patience and understanding are much appreciated.

      Kind regards,

      John

      • SparkGap's avatar
        SparkGap
        Channel Surfer

        I came back here to share that a) my remote issue seems to have been cleared up sometime in the last week, and b) the CEC device controls are still working.

        But...

        RokuERey deleted my post as a duplicate, even though I was not only sharing my experience but an otherwise unreported workaround for others to fix their Rokus until the official fix was available.

        So, uh, thanks for fixing the massively borked rollout of Roku 12, but also thank you for pushing me to buy alternatives to Roku in the future. I know it looks bad when the community shares negative feedback, but actively deleting negative feedback to make your product look better is so much worse...

        Seriously, I appreciate that you escalated and resolved the issue. But be better.

  • 2 Roku speakers just updated and now neither remote works or can be re-paired.  I'm down to using the app.  Help please

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator

      Hi MartinL1,

      Thanks for letting us know about your experience with this issue.

      Can you specify what remote this is? Are all your devices affected by the said issue? What is the running OS version of your devices? You can try the provided troubleshooting steps for remotes here.

      If none of this works, please inform us so we can continue assisting.

      Regards,
      Janadee

      • nfrancic's avatar
        nfrancic
        Reel Rookie

        I have the voice remote. Tried re-pairing but no improvements. The only buttons that do not work are power and volume.