Forum Discussion

pbelda1219's avatar
pbelda1219
Reel Rookie
12 months ago
Solved

Roku failed to respond with Alexa

I’m having the exact same issue. It suddenly stopped responding. I have followed all of the steps, disabled and re-enabled the skill, restarted the echo, did a system restart on the Roku TV. Nothing is working and it has worked just fine for 6 months. There were no changes made to the Echo or the Roku TV that led to this. Please help. 

tv & player features
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    12 months ago

    Hi, Roku Community users!

    We believe we have successfully addressed the recent issue that affected some users. Please try again and inform us if the problem has been resolved on your end.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! 💜


    Many thanks,
    Emman

18 Replies

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  • maristjcisneros's avatar
    maristjcisneros
    Reel Rookie
    12 months ago

    Hi, I don't have a smart tv. But I turn my tv into a smart TV with Roku Express 4K.

    I bought Alexa and I linked it to my roku. 

    Alexa is obeying the commands like: Alexa go to netflix, Alexa play Blue Bloods...

    But, Alexa doesn't obey the command : Alexa turn on or turn off Roku. 

    Can somebody help me please. thanks!

    • HDMIGuy's avatar
      HDMIGuy
      Roku Guru
      12 months ago

      maristjcisneros It sounds like your Roku is responsing to Alexa but the TV is not.  You do not turn off the Roku Express 4K but I think you want to turn the TV off/on.  Can you link the Alexa to the TV itself?

      • maristjcisneros's avatar
        maristjcisneros
        Reel Rookie
        12 months ago

        Hi, thanks for your suggestion. 

        I tried to link my TV to Alexa but it is not possible, the app doesn't find my Tv Samsung Model Code: PN51F4550. 

        But a friend of mine from Latin America, she didn't link her TV to Alexa and her tv is older than mine and it is working for her. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 months ago

      Hi, maristjcisneros.

      Welcome, and thanks for posting here in the Roku Community. 

      We understand you're having trouble with your Alexa commands on your Roku Devices. We'll be happy to help you out with this.

      May we know what troubleshooting steps you have done so far? If you haven't made any attempts to troubleshoot this, 

      You may try...

      • To restart the process, you can turn off the Alexa skill on the Alexa app and then enable it again. This will help refresh the Alexa skills and may resolve any issues you are experiencing.
      • Restart your Roku Device. If you are experiencing issues with your device, you may want to consider restarting it, as it can help restore normal operation. Just navigate to Settings > System > Power > System Restart ( If Power is not listed, skip to the next step).

      We recommend trying the steps above to see if they improve what you're experiencing right now.

      Learn more about How to use Amazon Alexa to control your Roku streaming device.

      We are glad to have assisted you and hope that the information provided has been beneficial.

      Regards,
      Emman

      • maristjcisneros's avatar
        maristjcisneros
        Reel Rookie
        12 months ago

        I really thank you for your help. 

        I did what you told me and I continue with the same situation. 

        It's really weird because Alexa is obeying commands once I am in Roku.

        But the only commands that doesn't obey are related to the TV: Turn on/off TV, mute TV

        I have a friend in Latin America and her TV is older than mine and it's working for her. 

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    12 months ago

    Hi, pbelda1219.

    Welcome, and thanks for sharing it here in the Roku Community!

    We understand you're having trouble getting your Roku to respond with Alexa. We are happy to take a closer look at it.

    To help us investigate what's causing the problem, please provide us the following information:

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • Alexa app version.

    As soon as we have the necessary information, we'll be able to pass it along to the appropriate Roku Team for a thorough review and investigation. Thanks for bearing with us in the meantime.

    Please let us know if you have other concerns; we'd happily assist you further.

    Regards,
    Emman

    • pbelda1219's avatar
      pbelda1219
      Reel Rookie
      12 months ago

      Roku TV-

      Device model: 100013589
      Serial number: YK00XU960945
      Device ID: LD700X960945
      Software version: 13.1.4

      Amazon Echo Pop-

      Serial number: A142A0B1BFOC41F0BACFE5B860FD3090

      App version: 2024.12

      Please let me know if you need anything else. Thank you! 

       

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        12 months ago

        Thanks for the added information, pbelda1219.

        This information will be passed on to the appropriate Roku Team for further review and investigation. 

        For Lori1570 and Warue, thank you for bringing this matter to our attention. Your contribution is valuable and will help us with the ongoing investigation. We kindly ask you to provide the information mentioned above so that we can include your devices in the investigation. 

        In addition to that information, please provide us with:

        • Alexa serial number
        • Alexa App Version

        We appreciate you for bearing with us in the meantime. We are awaiting your prompt response.

        Many thanks,
        Emman

  • Lori1570's avatar
    Lori1570
    Reel Rookie
    12 months ago

    I am having the same problem all of a sudden on my TLC Roku TV.  I am getting "something went wrong, try again".  It has worked fine for years, then all of a sudden, a few days ago it stopped working.

    • Warue's avatar
      Warue
      Newbie
      12 months ago

      Also having this issue recently where the "something went wrong" pops up. I see the Roku updated one the 27th and that's around the time I noticed this issue so I assume it has to do with that update.

  • pbelda1219's avatar
    pbelda1219
    Reel Rookie
    12 months ago

    Hi there,

    I asked for help with this before and it seemed to work but has now stopped working again. My echo pop Alexa has been able to turn on/off my ONN Roku TV for months. Then a few weeks ago it randomly stopped. I tried resetting everything and it didn’t help. So I sent you the information below, per your request, and it started working again. Tonight it stopped working again. Alexa is responding but keeps flashing and saying “Sorry. My Roku TV isn’t responding”.

     

    Roku TV-

    Device model: 100013589
    Serial number: YK00XU960945
    Device ID: LD700X960945
    Software version: 13.1.4

    Amazon Echo Pop-

    Serial number: A142A0B1BFOC41F0BACFE5B860FD3090

    App version: 2024.12

    Please help and please let me know if you need anything else. Thank you! 

     

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      11 months ago

      Thanks for getting back here in the Roku Community, pbelda1219.

      We appreciate you bringing this matter again to our attention and providing all the necessary information to help us investigate further. We'd gladly pass this along to the appropriate Roku team for a thorough review. We are grateful for your patience and understanding.

      We'll keep you updated once a resolution has been provided.

      Sincerely,
      Emman

  • Mobius187's avatar
    Mobius187
    Binge Watcher
    11 months ago

    As requested:

    • Model: 3820CA2 - Streaming Stick 4K
    • Serial#: X02500FK88NC
    • Device ID: S0J8344K88NC
    • Software Version: 13.1.4 build 1510-E6
    • Issue ID: NC-313-952
    • Where would I locate the Alexa serial#? Is it on the actual device? I can confirm it's an Amazon Echo Spot (2024 release)
    • Alexa app 2.2.613883.0

     

    • RokuArjiemar's avatar
      RokuArjiemar
      Retired Moderator
      11 months ago

      Mobius187,

      Thank you for the information,

      We've forwarded your information to the Roku team for further investigation. We'll update this Community thread with more information as it becomes available. Thank you for your patience and understanding.

      Regards,
      Arjiemar