Forum Discussion

Topcatistop's avatar
Topcatistop
Reel Rookie
2 years ago
Solved

Roku remote unable to hear me

Hello I posted to this message board some months ago. I was subsequently emailed by your customer services department who asked me to send the faulty Roku 4 k streaming stick back to the Roku office ...
remotes
  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    Hello! Mars_555,

    Welcome aboard here in the Roku Community!

    Thank you for reaching out to us about your Roku remote. We're pleased to assist.

    • What Roku device are you using right now?
    • Is this the first time you have set up or activated this Roku TV or device? If not, is this the first time you have experienced this issue?
    • What type of remote are you using right now?

    For more detailed information about fixing your Roku remote, visit our support page here: How to fix your Roku voice or a simple remote that is not working

    Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

Hi, Community users!

Greetings from the Roku Community.

Thank you for reporting the issues you're experiencing with the voice commands of your Roku remotes. I'd be happy to investigate and help you find the best resolution.

Before proceeding, kindly provide me with the following details so I can assess your concern better and provide you with an accurate resolution:

  • Serial number of the Roku device this remote is connected to:
  • Is this the remote that comes with this Roku device, or was this purchased separately?
  • Have you recently received any software updates on your Roku device? You can check under Settings > System > Power (skip if unavailable) > About.
  • Specific troubleshooting steps you've tried so far.

In the meantime, I highly suggest resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again to see if this will make any difference. 

Your update is highly anticipated. 

Best regards,
Carly

Watersfam's avatar
Watersfam
Reel Rookie
2 years ago

RokuCarly 

Thank you for responding. The suggestion to reset and re-pair did not work for us.

Here are the responses to your questions. 

Serial number of the Roku device:
Can you please give me an email to send this to or email me, I do not wish to post that info publicly.

Is this the remote that comes with this Roku device, or was this purchased separately?
Yes, they both came with the roku players and both were working until some time late last year after one of the updates. Voice controls stopped working around the same time for both.

Have you recently received any software updates on your Roku device?
Last update was May 15, 2024 but been having issues for several months.

Specific troubleshooting:
I had tried every suggestion in this thread- replacing batteries, unplugging then plugged back up and re-pairing,
Including  your recent suggestion of
resetting both remotes by pressing and holding the Back and Home buttons as suggested and then re-pairing both.

Is there anything else you can suggest or an update that is available to fix this? So many people are having this same issue. 

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Hi, Watersfam.

    Thanks for taking the time to answer my questions and for trying to troubleshoot your Roku remote. 

    You may send me the serial number of the Roku device this remote is currently paired to via Private Message. To send a PM, kindly select my username, View Profile, and on the right side of the page, select Send this user a private message.

    I'll be looking forward to your message. 

    Thanks,
    Carly

    • Watersfam's avatar
      Watersfam
      Reel Rookie
      2 years ago

      RokuCarly 

      Hi Carly, I have sent the info to you now.

      Thanks so much!

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Thanks for letting me know, Watersfam.

        Looking forward to continue assisting you via PM!

        Happy Streaming! 💜
        Best regards,
        Carly