Forum Discussion

TomHolland's avatar
TomHolland
Binge Watcher
2 years ago

Setup Step Missing Lately - "Set Up Remote For TV Control" on #Roku Express 4K+

I love Roku streaming devices and install them professionally averaging 6 or more Express 4K+ devices per week.  I know them very well.  Lately. I've installed 4 where the setup proccess is missing ...
remotes
RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

Thank you for posting here in the Roku Community, TomHolland.

We appreciate you letting us know about this, and we'd be happy to review your concern further so we can provide you with an accurate solution.

Can you please confirm if you're using the remote that came with the Roku Express 4K+? If not, what specific remote model are you using? 

We'll be looking forward to your update.

Best regards,
Carly

  • renojim's avatar
    renojim
    Community Streaming Expert
    2 years ago

    RokuCarly, for what it's worth, I noticed the same thing when I paired a new VRP v2 to my old 3920 yesterday.  I thought it was odd that after the hands-free tips it went right to "Finished" without offering to set up the remote for TV control.

    I've paired the remote back and forth between a 4800 on 13.0 and the 3920 on 13.1.4 and it appears that on either one if it displays "tips" after choosing "Continue" after the voice agreement is displayed it doesn't offer to set up the remote for TV control.  If it skips the "tips", it offers to set up the TV controls.  The software version doesn't seem to matter.  You either get tips or you get TV control setup.

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Hi, renojim.

      Thanks for letting me know about this. 

      I'll coordinate this with the team and let you know once I have further information available.

      Regards,
      Carly

      • TomHolland's avatar
        TomHolland
        Binge Watcher
        2 years ago

        Another case on 7/28/24.  More information here re the problem.

        Roku Express 4K+

        S/N: S0HAK3C0H3L1

        Model: 3941X2

        During setup, the step where you set up remote for TV control is missng.  It goes right to asking for your email address.  I found out, by accident, that if you go back from the email request screen due to wrong email address etc., you get the missing TV setup screen!    

        ATTENTION ROKU: Please fix this software glitch.  New users will never know they can control TV On/off and volume. 

  • TomHolland's avatar
    TomHolland
    Binge Watcher
    2 years ago

    Hi, Thank you for your response.  Yes, I'm using the voice remotes that come with the Express 4K+.  Everything new right out of the box.  I'm in the Philadelphia, PA area and these are purchased through Amazon.  I pull the purple plastic tab, select language English, set the WiFi.  These (now four) Express 4K+s never showed the image of the remote with the highlighted on/off and volume.  Never went though setting volume "It looks like you have a Samsung TV, "Is the music playing?", etc.

    I believe it will happen again and I'll get the serial number.