Forum Discussion

RabidNelson's avatar
RabidNelson
Reel Rookie
2 years ago

Voice Remote Contantly Reconnecting

On my new Roku Ultra, I'm having a problem where the remote is constantly disconnecting and then reconnecting. I can only use the remote a few seconds at a time. A "Remote Control" notification appears in the upper right corner every time it reconnects. It does this so often that the notification is there about 75% of the time, making it difficult to watch anything. The device was fine for the first week out of the box, but the problem started the first time I tried charging the remote. I tried the repairing instructions in the troubleshooting article, but this did not resolve the issue. I had to revert to my old Roku in order to watch anything. Could someone please help?

Model: 4802X - Roku Ultra

Software: 12.5.0 Build 4178-C2

Network: Wired

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13 Replies

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago

    Hi RabidNelson,

    Thanks for bringing this to our attention. We're happy to assist.

    Kindly send us a PM here at the Roku Community as we may need private data regarding this concern. To send a private message, click the user's name beside the icon, and you will be redirected to the user's profile. There, you will see "Send this user a private message."
    We look forward to hearing back from you.

    All the best,
    Janadee

    • Nyquistrate's avatar
      Nyquistrate
      Reel Rookie
      2 years ago

      Same issue for several months now.  I will message support but am leaving a comment here so the breadth of the problem is understood.

      • Capt_Rob's avatar
        Capt_Rob
        Newbie
        2 years ago

        I also am having the same issues above!  As I am channel searching with the remote it stops functioning and then shows on the TV screen the remote battery-power icon 75% then reconnection occurs allowing me to continue to surf or change channels.  I've changed batteries for new ones and find it doesn't matter it still drops connection/paring.

        Model # RC-FA1

        SN# 3226001105

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi RabidNelson,
      We believe there's an ongoing investigation by our Roku engineers regarding this concern. To include your device in the said review and investigation, kindly provide us with the following:

      • Roku device or TV 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).
      • Troubleshooting steps you have taken in an attempt to resolve the issue.

      Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

      Sincerely,
      Janadee

      • RabidNelson's avatar
        RabidNelson
        Reel Rookie
        2 years ago

        I'm still having trouble getting help on this issue. I was told in private message that there's an "ongoing investigation" and I've provided all requested details. However, in the meantime, my window to return the Roku device has closed, and I still don't have a working Roku. Is there an ETA on when this will be resolved? Is there a way to get a replacement?