Forum Discussion

FJB2020's avatar
FJB2020
Streaming Star
2 years ago

Remote Voice Feature Error keeps popping up: "Sorry, unable to receive audio from your remote...."

It isn't the problem.Mine was brand new and did the same thing.They sent another remote even thought I told them it was not the remote.The same thing still is driving me crazy and they do not help at...
remotes
RokuTakashi's avatar
RokuTakashi
Community Moderator
2 years ago

Hi, FJB2020

Thanks for posting here in the Roku Community.

We're sorry to hear about the issue and experiences you've had, and we'll do our best to assist. We'd like to collect further information for us to determine the proceeding actions to take.

  • What specific Roku device you are having issues with?
  • What behavior does the issue display?
  • When was the issue first encountered?

With more details, the better we can assist.

Best wishes,
Kash

FJB2020's avatar
FJB2020
Streaming Star
2 years ago

Roku ultra. It pairs up and works and immediately quits working. I bought it from you this year. I have been on the phone with several people from Roku and they finally blamed my internet provider. Nice way to not help. I decided to live without the voice service but what is aggravating is your watching Roku and in the corner of your screen it keeps giving me a message even when you turn it off. It’s annoying. 

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi FJB2020,

    Thank you for keeping us posted here in the Roku Community!

    We apologize for the inconvenience. We'll be more than happy to assist you further. Could you provide us with the serial number of your Roku Ultra? Can you please send us a photo of the error message that you're getting?

    We'll wait for your response.

    Thanks,                                                                                                                                                      John

    • FJB2020's avatar
      FJB2020
      Streaming Star
      2 years ago

      This is the message that appears on my tv Sorry, unable to receive audio from your remote.If this continues, try repairing your remote again.    I figured ok your product does not work and you have not helped so I will use it without voice activation. Problem is why do I have to tolerate seeing this message on my tv all the time? SKU #4802R.  All ROKU has done is constantly provide different people who although polite and respectful , ask the same questions over and over again without any results . The final outcome was to blame my internet provider. Unacceptable for $85.00 

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi FJB2020,

        Thank you for keeping us posted here in the Roku Community!

        We appreciate you letting us know about your problem with your Roku remote. We'll be glad to assist. For the best hands-free experience, try using a conversational tone at normal volume. Do not speak slower or louder than normal, and do not overpronounce syllables or words. Speak naturally with a clear and direct "Hey Roku..." and follow the additional guidelines below:

        • Speak in the direction of your remote, not your TV.
        • Keep your remote closer to you than it is to your television. Otherwise, your remote may not hear you over the TV noise.
        • Try keeping your remote close to you, within 10 to 12 feet at the most.

        If your spoken phrase is not captured correctly, follow the on-screen prompts to try again. Make sure you are speaking naturally; there is no need to speak any slower or louder than you do in a normal conversation. Also, try not to overpronounce syllables or words. A clear and direct command works best. With a push-to-talk voice, try holding your handheld remote 2 to 3 inches from your mouth. If you have a tabletop remote, you should be no more than 2 to 3 feet away. When using hands-free voice, speak in the direction of your remote and not your TV, and keep your remote nearer to you (within 10 to 12 feet) than it is to your television. You want it to hear you over the noise from your TV. Also, be sure to use a clear and direct "Hey Roku...". 

        For example, check out the tutorial video about using hands-free voice commands. You can also check out this support article to learn more about what voice commands you can use with your Roku streaming device and how to use voice to search for and control your Roku streaming device.

        If the issue persists, please let us know.

        Kind regards,                                                                                                                                  Eunice