Forum Discussion

Jaybombs19's avatar
Jaybombs19
Reel Rookie
12 months ago
Solved

Roku Voice Remote Pro (2nd edition) mic button not working

Hello, 

I am now attempting to use the second voice remote pro 2 (first returned because the voice function didn't work) and now this one also doesn't work.  I've tried the steps above multiple times.  It's clear that Roku has a software or hardware problem that needs to be addressed immediately instead of putting customers through actions that do nothing.  Based on the number of people having this problem, it's clearly on Roku.

remotes
  • RokuCarly's avatar
    RokuCarly
    12 months ago

    Hi Community users! 

    We believe we've resolved the recent issue that caused problems for some users. Please try using the Roku remote mic again and let us know if it's working for you now.

    Feel free to contact us if you continue to experience difficulties. We are here to assist with any remaining problems.

    Thanks,
    Roku Community Team

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  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    12 months ago

    Hello! Jaybombs19,

    Thank you for posting in the Roku Community!

    We appreciate you contacting us regarding your Roku Voice Remote. We're here to help.

    • Is your Roku device up to date?
    • Does the remote pair to another Roku device?
    • Is it all or just the mic buttons that don’t work?
    • Did the mic buttons work before?
    We would be more than happy to investigate further, but we will 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)
    • Does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
    • 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)

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

    In the meantime, you can use the Roku mobile app to control your streaming device while you are troubleshooting your voice remote.

    We look forward to working with you to help resolve this issue.

    Thanks,
    Arjiemar

     

    • Jaybombs19's avatar
      Jaybombs19
      Reel Rookie
      12 months ago

      Hello,

      This is a brand new remote that I just set up.  I purchased one from Amazon, the voice function didn't work, so I returned it and the replacement doesn't work.  I get the "Something went wrong. Try again." Message no matter where I try to use it, home page, while watching a show, etc.

      Model 4800X - Roku Ultra

      Serial #X010007NK3K1

      Device ID S02A20ANK3K1

      Software/OS 13.1.4 build 1505-C2

      Tracker ID K1-260-211

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        12 months ago

        Jaybombs19,

        Thanks for the information,

        We have passed your information on to the appropriate Roku team for further investigation. Once more information is available, we will update this Community thread. We appreciate your patience and understanding in the meantime.

        Thanks,
        Arjiemar