Forum Discussion

Wall's avatar
Wall
Newbie
3 years ago

Roku remote keeps losing tv power & volume controls

Agreed.  I am so frustrated with our 4 month old Roku remote constantly losing TV control.   This is obviously a global issue that Roku had better fix or continue to lose customers. 
remotes
pholagoo's avatar
pholagoo
Channel Surfer
3 years ago

*Insert WalterWhitelaughingincrawlspace.gif*  Both funny and frustrating to see that this problem has returned.  I had been living with it since June/July, but then sometime in February it seemed that Roku had sorted the problem out on their end.  Now it's late March and it's happening all over again.  Roku Support, maybe you could look at the old thread to see if there's some common denominator.  Maybe you could fix this like...permanently?  Or is this our "reward" for loyalty?  One month out of the year we get to experience a working product?

RokuNimfa-C's avatar
RokuNimfa-C
Retired Moderator
3 years ago

Hi pholagoo,

Thanks for getting in contact. 

We apologize for the inconvenience this has caused. Please be advised that we are currently aware of the issue and our engineering team has been investigating this issue closely. We'd like to forward your details to the team to look into this.

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • What are the steps to reproduce the issue you are seeing?
  • tracker ID when this issue occurs (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)

We prioritize resolving this as soon as possible, and we ask that you bear with us as we manage this issue.


Regards, 
Nimfa

  • pholagoo's avatar
    pholagoo
    Channel Surfer
    3 years ago

    RokuNimfa-C 

    Living Room TV - Samsung UN55TU8000

    Roku Model: 3810X, Serial: YH00G4548276, Device ID: 2130CG548276, OS: 11.5.0 Build 4312-50

    Tracker ID: 76-128-840.  Steps to reproduce: Pressing volume, mute, or power button.  Happens 75% of the time.

    Bedroom TV - LG 43LM5700

    Roku Model: 3800X, Serial: YF007K471576, Device ID: CT3917471576, OS: 11.5.0 Build 6040-55

    Tracker ID: 76-128-843.  Steps to reproduce: Pressing volume, mute, or power button.  Happens 75% of the time.

  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    pholagoo 

    Thank you for following up with your details.  

    I have forwarded the information to our Roku team for further investigation. Rest assured that we'll keep you posted once we have feedback on this. Thank you for your patience and understanding.


    Regards, 
    Nimfa