Forum Discussion

Craig1947's avatar
Craig1947
Reel Rookie
2 years ago
Solved

Volume or Pause won't work with remote

I can't get my Roku remote to get the volume to work up and down, and won't let the  pause button to work either. I have a 2 year old Samsung smart tv, and I have tried a different Roku with a differ...
remotes
  • zborgerd's avatar
    zborgerd
    2 years ago

    I had posted the device model and version above.

    The problem is completely random. It's fine for a while and then stops working. I've verified that it's not the remote as I have two different model TVs (same brand) with the same model of remote.

    It's not a particular channel / app, as the problem occurs even on the main menu. But in this case it happened on just one of the HDMI inputs and was still non-functional for about 10 minutes on the main menu after a reboot until it started magically working again after giving it some time, so I'll have to wait until it's broken again to to get a tracker.

    FYI this happened last year to many people at the same time as I noted above and they seemingly fixed it with some firmware changes.

zborgerd's avatar
zborgerd
Streaming Star
2 years ago

I think that they broke it again. 

Mine's stopped working on my TCL 7117X (49S515) as of last week's update to 13.1.4 Build 1510. This is becoming an annual problem.

RokuArjiemar's avatar
RokuArjiemar
Retired Moderator
2 years ago

Hello! zborgerd,

Thank you for your post in the Roku Community!

We appreciate you contacting us regarding the issue with your Roku remote's volume and pause functionality after the latest update. We are happy to help.

Could you please confirm if you have attempted the troubleshooting steps suggested by @RokuCarly?

If the issue persists, we would be more than happy to look further into this issue, but we will need more detailed information. 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.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar

  • zborgerd's avatar
    zborgerd
    Streaming Star
    2 years ago

    I had posted the device model and version above.

    The problem is completely random. It's fine for a while and then stops working. I've verified that it's not the remote as I have two different model TVs (same brand) with the same model of remote.

    It's not a particular channel / app, as the problem occurs even on the main menu. But in this case it happened on just one of the HDMI inputs and was still non-functional for about 10 minutes on the main menu after a reboot until it started magically working again after giving it some time, so I'll have to wait until it's broken again to to get a tracker.

    FYI this happened last year to many people at the same time as I noted above and they seemingly fixed it with some firmware changes.

  • Hildi24-'s avatar
    Hildi24-
    Newbie
    2 years ago

    CT-302-202