Forum Discussion

Ralphie2's avatar
Ralphie2
Reel Rookie
2 years ago

Remote stopped working after 10/27/2023 software update.

My Roku Premier + HD player (4630X) automatically performed a software update on 10/27/2023.  The streaming player immediately lost connection to its radio remote (RC-GR3) and after trying all of the troubleshooting steps it is still NOT discovered by the player.  What are my options?  The only fix I've come up with is to download the ROKU app to my smartphone to control the player.  Why is a firmware update allowed to disable my existing radio remote without consumer notification?  Both the remote and player are now considered 'Legacy devices' but obsolescence of legacy devices should NOT be coded into firmware/software updates to move people along!  The right thing to do is to discontinue updates to legacy devices and as process incompatibilities occur over time--consumers would make up their own minds on upgrading to newer devices.  Thus far, I have not found any way to revert back to the older firmware on the Roku site so I would like to know if there is a fix identified or if ROKU is losing their shine and leaving customers stranded.

Model:  4630X Roku Premier +

Remote:  RC-GR3 (basic RF remote without voice control or power button)

Player SN: 7KA6A8432879

Software version: 12.5.0  Build: 4178

 

remotes

8 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Ralphie2,

    Thank you for letting us know, and welcome to the Roku community!
    We appreciate the effort that you put into troubleshooting the issue. We will be more than happy to assist you further. Please check out this support article here on how to fix your Roku voice or simple remote that is not working.

    If the problem still persists, kindly send us a private message here in the Roku Community.

    We hope this helps, and we look forward to hearing from you soon.

    Thanks,

    John

    • Ralphie2's avatar
      Ralphie2
      Reel Rookie
      2 years ago

      Hi John;

      As noted earlier, my remote is not a "Simple" IR remote but one of the--if not the first--ROKU RF remotes that I call a 'Basic' remote.  It does NOT have voice control or a search button and so for all of the reasons described above...the remote fixing article is useless as it does not provide instructions for my specific remote type.  I did try the two pairing methods given--always starting from an unpowered state--but got nowhere.  I considered performing a factory reset (if possible) but decided not to try as I might end up losing the firmware update information as evidence of the problem.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Ralphie2,

        Thank you for keeping us posted here in the Roku Community!
        We want to ask you to send us a private message so we'll be able to proceed with the necessary steps to address this. To message us, select the name of a user. Once redirected to the profile, select the option "Send this user a private message."

        We'll wait for your response.

        Best regards,

        John