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
RokuERey's avatar
RokuERey
Retired Moderator
2 years ago

FJB2020,

Thanks for keeping us update!

It is highly appreciated that you've brought this to our attention and we sincerely apologize for any trouble and inconvenience this may have caused.

In this case, we will coordinate this with the relevant team to review your devices and find you the best resolution possible. With this being said, we humbly request the following details below so we can investigate your devices:

  • Roku device model, serial number, device ID, and current OS version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
  • Photo of the pop-up message.

After we've received these details, we will make sure to forward them to the relevant team immediately.

We'll be anticipating your responses as we are more than eager to help you correct this.

Regards,
Rey

FJB2020's avatar
FJB2020
Streaming Star
2 years ago

I sent a photo of my tv with the annoying messages non stop. ROKU never responded. Look for it in the forum.      Model # 4802X - ROKU ULTRA     Serial # X0100008RHL9K.    Version 12.5.5 build 4174-C2 

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    FJB2020,

    Thanks for the update and these details.

    I'll share this with the appropriate Roku team for further investigation.

    We'll need your understanding and patience in the interim.

    Best regards,
    Rey