Forum Discussion

jamesutz's avatar
jamesutz
Streaming Star
2 years ago

Roku Software v14.0 on Ultra 4670X broke CEC Remote Control (AGAIN)

For the third time this year, a Roku software update has broken the CEC remote control method for my TV.

Software version 14.0 was loaded on my Ultra 4670X last evening.  The remote quit controlling the Sony TV immediately after that.  Again, I had to reset up the remote and revert to IR remote methods to make the remote manage the TV Power & Volume again.

I wish Roku would stop rolling out versions of the system software without checking this CEC Remote Control function first.  Your customers are not your QA department.

remotes

7 Replies

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello! jamesutz,

    Thank you for posting in the Roku Community!

    We appreciate you contacting us regarding your feedback about the CEC control breaking in the OS 14 update. We are pleased to assist you.

    We would be happy to investigate further, but we need further details. Can you please provide us with the following information:
    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • TV make/ model
    • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

    You can also find more information regarding enabling CEC here: How to enable HDMI-CEC and ARC on your TV.

    Once we have this information, we will pass it along to the appropriate Roku team for further investigation.
    In the meantime, your patience and understanding is much appreciated.

    Thanks,
    Arjiemar

    • jamesutz's avatar
      jamesutz
      Streaming Star
      2 years ago

      Model: 4670X - Roku Ultra

      Serial Number: YJ0083064510

      Software version: 14.0

      TV Make/Model: Sony KD65X80K

      The issue happened immediately after the v14.0 update, and no TV controls worked (Power, Volume Up/Down, or Mute).  I just set the remote back to CEC setup, tried to manage some TV controls - and - now they work.

      So, the failure mode occured in this manner:

      1) The Sony TV was OFF, and connected to the Roku Ultra which was On.

      2) The Roku Ultra did the self-update to v14.0 (and rebooted I assume?).

      3) The Remote could no longer turn the TV on, or control Sound, etc.  I then had to turn the TV on with it's dedicated remote.

      So, in short, CEC setup and TV controls are now working with v14.0, but it did not work immediately after the software update (which happened while the TV was turned off).

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        jamesutz,

        Thanks for the update,

        We just wanted to drop you a line to say that if you still have trouble or feel your issue has not been fixed, please let us know. And don't forget, you can always get help at support.roku.com when you need it.

        Do not hesitate to let us know if you have any additional feedback.

        Regards,
        Arjiemar