Forum Discussion

user666's avatar
user666
Channel Surfer
6 months ago
Solved

Voice remote wont do voice !

Hi

I have a Sharp TV with Roku built in. The standards remote works fine but we needed a voice remote. I have got a RC786 remote which can pair up and use all its buttons, but voice is not heard. I have tried re=pairing many times but I still see the message "Sorry, unable to receive audio from your remote control. If this continues, try pairing your remote control again"

TV version:14.1.4 Build 7708
Remote firmware version: rtn.4246

From info at https://support.roku.com/en-gb/article/208755708 I even created a separate 5G only SSID and set the TV up on that. I re-paired the remote and it still does not have voice. It still shows the error message "Sorry, unable to receive audio from your remote control. If this continues, try pairing your remote control again"

Please can you help before I send my remote back for a refund ! Thanks

remotes
  • user666's avatar
    user666
    6 months ago

    Thanks for the update. I will return the control. 

    Seems like there are issues with

    1) pairing of the remote

    2) no way to unpair the remote from the device.

    Thanks for your time on this, I will return the remote.

8 Replies

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    6 months ago

    Greetings here in the Roku Community, user666!

    We appreciate you flagging this Roku voice remote issue, and we are here to help you with it. To help us further assist you, could you please let us know the following: 

    1. The serial number of the Roku player to which this remote is paired.
    2. Is this the remote that came with that device? If not, kindly specify if this is a Voice Remote Pro or Voice Remote Pro (2nd edition).
    3. Is there a pairing button at the back of the remote?

    In the meantime, please reset the remote by pressing and holding the Back/pairing button and the Home button simultaneously for about 20 seconds. After that, pair it again and check if there is any difference.

    We'll wait for your update.

    Thanks,
    Jharra

    • user666's avatar
      user666
      Channel Surfer
      6 months ago

      Hi

      Thanks for the welcome
      The TV info is
      Sharp Model: 55GJ4x25K
      Hardware ID: GE30X
      serial number: X01900XN7UG0
      SOftware Version: 14.1

      The remote is
      From Amazon
      Manufacturer: Roku
      ASIN: B0BMK9G6QV
      Item model number: RCA1R

      From TV:
      Model: RC786
      Firmware: rtn.4246

      This was a new remote, purchased via Amazon. Your links do not work, but it has the reset button at the back of the remote, and the mic is under the on/off button. Similar to https://www.roku.com/en-gb/products/roku-streaming-stick-4k

      I have reset the remote, then re-paired the remote with the TV (twice !) and it still has the same issues that the voice is not being sent to the TV. I got the message flash up on the bottom of the screen with the speech bubbles and examples of what to say ie Open Prime Video, SO the TV is "seeing" the remote as a voice remote.

      All of the other buttons on the remote work fine, even the voice button is "seen" but I still see the message "Sorry, unable
      to receive audio from your remote control. If this continues, try pairing your remote control again"

      I am techy savvy and have been in the computer/network/electronics side of things for my career. So flashing firmware, etc does not pose a challenge.

      Please can you help ?
      Thanks
      Keith

      • RokuJharra-Q's avatar
        RokuJharra-Q
        Retired Moderator
        6 months ago

        Thanks for the reply, user666!

        Please be informed that the appropriate team is fully aware of the random pop-up notification on your Roku voice remote. In the meantime, the team is finding you the best resolution for this, and since you are experiencing the same thing, we'd be more than willing to include your device in the correction process. 

        With this being said, kindly provide us with the following details below:

        • Tracker ID (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)

        We'll be anticipating your response as we are more than eager to help you resolve this.

        Thanks,
        Jharra

  • JWS9518's avatar
    JWS9518
    Roku Guru
    6 months ago

    Make sure the voice button on the side of the remote is up and displays a green color.