Software update remote issues
After last update 13.1.4 my Roku Ultra is no longer working with my 3rd party IR remote. I need this as my display does not work via CEC so the Roku remote won’t control it. Please help
Thank you for your post in the Roku Community!
We appreciate you bringing the issue with the latest software updates affecting the third-party IR remote to our attention. We are pleased to assist.
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)
- 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)
- 3rd party remote make/model
Once we have this information, we can pass it along to the appropriate Roku team for further investigation.
We look forward to working with you to help resolve this issue.In the meantime, the least invasive reset method is to restart the system. You can unplug your Roku device for 30 seconds and plug it back in.
Then try to reset it again for TV control; for more information, visit the article with instructions on setting up your Roku voice remote to control your TV or fixing TV control issues.
Thanks,
Arjiemar
