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Cable-Guy's avatar
Cable-Guy
Channel Surfer
2 years ago

Roku TV volume ramp issues - Roku Ultra

Hi, I need help.

I’ve had this problem for the past year and was hoping it would eventually clear up but hasn’t.

TV Volume increases all the way up (non-stop) when I hit the ROKU remote volume up button just one click up.  Also, TV volume decreases all the way down (non-stop) when I hit the ROKU remote volume down button just one click down.  The issue does not happen 100% of the time the remote volume button is pushed but it does happen almost everyday that I use it.

This occurs on all 4 of my Roku Ultra 4802X devices connected to different brand TVs.

All Remotes are setup to control TV power and volume using IR.

Also, this occurs regardless of the app or channel that I am watching including simply being on the ROKU home screen.

All 4 of my ROKU devices are the same HW and SW listed below.

Roku Ultra 4802X

software version 12.5.0 build 4178-C2

Remote model  RC795 Voice Remote Pro

Remote Firmware rtn.4244

 

Here are the Issue IDs (if needed) from each of my 4 ROKU Ultra devices with this problem:

Roku 1.  Issue ID: UV-009-776

Roku 2.  Issue ID: H0-009-792

Roku 3.  Issue ID: DN-009-816

Roku 4.  Issue ID: J2-009-828

All Issue IDs showed the same GC version : 10.4.45 and had current date/time timestamp.

I have seen this issue brought up in other threads where the answer was to reboot/restart each Roku device.   I have been rebooting each device and even have removed the power cable waited a couple of minutes and then plugged back to restart; however, the issue remains.  The Volume ramps up and down when volume button is pressed once.

Trying to hang in there with Roku.

Any help is greatly appreciated.

Anthony

remotes

13 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Cable-Guy,

    Greetings from the Roku Community!
    You're doing a great job troubleshooting the issue. We will be more than happy to assist you further. Please try to use the Roku mobile app to see if that will be able to fix the problem.

    You may check out this support article here on how to install the Roku mobile app.

    Let us know how it works, and we will continue to assist you further.

    Thanks,

    John

    • Cable-Guy's avatar
      Cable-Guy
      Channel Surfer
      2 years ago

      Thank you John....greatly appreciate your help.
      Unfortunately, the mobile app only controls the ROKU appliance navigation and not my TV power or TV volume.  It does have private listening mode for audio via the mobile app/phone and might be nice when it's only me watching but is not often.


      I believe the issue that I am facing is due to the remote control buttons themself breaking down.  The Roku remotes do control my television via separate IR.  It appears that as the volume buttons age with useage this problem appears.  For my TV to ramp volume up or down non-stop means the remote is sending non-stop IR signals to it which I assume is due to the remote button function breaking down.
      I say this because it is happening to all (4) of my ROKU Ultra remotes.

      Would you know if Roku is working on a new remote model to fix this issue?
      Also, would Roku, be interested in keeping me as a customer and send me new remote replacments?
      <<even if the they send me the same remote model, I may be able to get another 8-10 months before it starts happening again>>.

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Cable-Guy,

        Thank you for sharing this information with us!

        Please be aware that it will vary depending on the Roku device you are currently using. The Roku mobile app has an on-and-off feature if you've ever used a Roku Ultra. In addition, could you check on your Roku remote to see if there is a stuck button?

        We hope this helps, and we'll wait for your response.

        Thanks,

        John