Forum Discussion

nightsmusic's avatar
nightsmusic
Streaming Star
3 years ago

Roku Ultra volume goes up and down by itself

For Christmas, we bought a 60" Samsung 4KHD TV and a Polk Soundbar and replaced our old Roku Express with a new Roku Ultra. We prefer the interface of the Roku as well as some of the other options of...
remotes
nightsmusic's avatar
nightsmusic
Streaming Star
3 years ago

I don't think so, at least not that I've found and after the second or third email exchange, they stop emailing. Doesn't matter if the problem is resolved or not, they just stop.

Tlatrell's avatar
Tlatrell
Reel Rookie
3 years ago

oh wow, so I'm wondering if they will replace it? I only had it 4 months 

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

    Hi Tlatrell, 

    Thanks for your post. 

    We'd like to know more about how we can help. For us to help you better, we will ask a set of questions to isolate the issue; Keep us posted on what you find out!

    • If you remove the batteries from the Roku device remote, are you still seeing the same issue occur?
    • Have you tried to re-pair the remote and restart the Roku device?
    • Does the issue only occur on a specific channel or all channels on your Roku device?
    • What troubleshooting steps have you taken so far to try to resolve the issue?

    Please let us know and we'll continue assisting you from there!


    Regards,
    Nimfa

    • nightsmusic's avatar
      nightsmusic
      Streaming Star
      3 years ago

      I just replaced the batteries in the remote. It made no difference. It happens across all channels across all streaming services on the Roku. I've unplugged and restarted the Ultra, doesn't matter. I've reset the Ultra and reinstalled the streaming services. Doesn't matter. I followed, Up To A Point, all the previous instructions sent to me but I am not going to go through individual channel ID's since on YouTube TV alone, that would mean I would have to do that on 40+ channels which I am not doing. The minute I quit using the Ultra and go back to using the TV interface, the volume issue stops. This also happened with the previous Express that we had hooked up to the LG TV that we replace with this current Samsung. It's not just the Ultra that this is happening on. It's not just me, I'm seeing this all over the community and all over other sites on the internet. You have a problem that is not being addressed and it's not on the consumer's end.

      I do not have this issue on the two Roku TVs I use in two of the bedrooms they're located in. I only have this problem with the plug in units. Frankly, after being a very long time Roku user, I'm at the point where, other than the TVs which work beautifully, I'm ready to switch to something else. Tired of the problem, tired of the crickets when I've reported back that the 'fixes' don't work, tired of having the sound go nuts. Enough.

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello nightsmusic

        Thanks for reaching out here in the Community!

        We would be more than happy to look into this issue for you but will need more detailed information. 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
        -When did you start seeing this issue occur
        -Were you previously able to control your TV volume and power
        what troubleshooting steps have you already taken to try to resolve the issue
        Once we have this information, we will be able to investigate further.

         

        Regards,
        Karla