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Bhiggs
Reel Rookie

55" Ultra Plus TV Bluetooth Pairing Issues

I'm having the same issue with 55" Ultra Roku TV.  Each time I turn on the TV, I have to go to Settings, Power, Reset to boot it back to the dancing Roku before it will connect to headphones

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17 REPLIES 17
RokuTakashi
Community Moderator
Community Moderator

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Hi, @Bhiggs

Greetings, and welcome to the Roku Community. 

We understand the inconvenience that you are experiencing while connecting your wireless headphones through Bluetooth with your Roku TV, and we'd like to collect further information regarding this so our team can work on it. Kindly provide the details below:

  • Roku 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 5 times, followed by the Back button 5 times, and provide us with this ID).
  • Wireless Headphone device information such as brand, model, and version/generation.

Once the requested informaiton is available, we'll forward this to the appropriate Roku team for investigation and work on the issue.

We hope for your response.

Best wishes,
Kash

Takashi O.
Roku Community Moderator
ScottMargolis
Binge Watcher

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Same here on new 55” Roku Plus Series 4K QLED Tv. Same issue

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RokuJechealR
Community Moderator
Community Moderator

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Hi @ScottMargolis,

Welcome to the Roku Community!

We appreciate you for reaching out for support. In the meantime, please provide the requested information, as @RokuTakashi mentioned above in this thread. The appropriate Roku team will only be able to investigate the issue further with more information.

We look forward to hearing your response and receiving your device details.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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ScottMargolis
Binge Watcher

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Hi RokuJechealR;

 

Here is the information below and I can offer some additional insight to help:

 

Purchased a second identical unit this evening from another store and the same exact issue is happening – but noticed an additional behavior to help.

Steps to Reproduce Issue:

  1. Pair AirPods Pro Series 2 (happens with Series 1 too) to the Roku TV and they connect and all good.
  2. Turn off the TV and at about an hour later, go back and turn on TV
  3. The paired Air pods are gone like they never were paired.
  4. Go back to home, Open lid of AirPods and then go back and TV does see them – BUT is unable to connect to them.
  5. Power-Cycle TV either by unplugging or in System, Power, Restart
  6. They show up and work perfectly
  7. Turn off TV and come back later – problem is back.

 

Information regarding TV:

 

AirPods Pro Series 2

 

Issue Report Tracker:

Model: G851X – Roku TV

Serial Number: X01300KJ0L8C (SONX73CJ0L8C)

Software Version: 12.5.5 – Build 4174-ET

GC version: 11.2.23

Timestamp: 2024-04-12T02:34:07Z

Issue ID: 8C-147-034

 

Model: 55R6AX

Hardware ID: G851X

Serial Number: X01300KJ0L8C

Software Version: 12.5.5 – build 4174-ET

Device ID: SONX73CJ0L8C

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RokuJechealR
Community Moderator
Community Moderator

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Hi @Bhiggs,

Thanks for the response, and we hope you are doing well!

We appreciate your updates regarding this issue and for providing your device information. Please be aware that we have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

Your patience and understanding in the meantime are much appreciated.

All the best,
Chel

Jecheal R.
Roku Community Moderator
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ScottMargolis
Binge Watcher

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Thank you much, RokuJechealR

 

I truly appreciate the attention on this and your help.  Your products are typically excellent and I think this is a wider issue that if corrected quickly, will prevent folks from returning their TVs.

The Plus series is perceived here as a premium/upscale version and getting this addressed will be good.

If you need anything from me to help test or provide information – I will support.  Spent many years as a software developer when I was younger.

 

If a patch/update is distributed, I can quickly test it and provide a response here to you too.

 

Hoping for a fix soon 😊

 

Thank you again,

-Scott

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ScottMargolis
Binge Watcher

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Connecting the Roku support team to the Community.

Here is my Ticket that has not seen activity other than repeated requests to close it.

Ticket # 9559874 is awaiting your response: Airpods pairing issue

I sent them this email this morning in response with the same info.

 

Dear Support

 

Some of the details are provided here in my interactions between the community, Roku Employees, and your team

 

Here is the information below and I can offer some additional insight to help:

Purchased a second identical unit this evening from another store and the same exact issue is happening – but noticed an additional behavior to help.

Steps to Reproduce Issue:

  1. Pair AirPods Pro Series 2 (happens with Series 1 too) to the Roku TV and they connect and all good.
  2. Turn off the TV and at about an hour later, go back and turn on TV
  3. The paired Air pods are gone like they never were paired.
  4. Go back to home, Open lid of AirPods and then go back and TV does see them – BUT is unable to connect to them.
  5. Power-Cycle TV either by unplugging or in System, Power, Restart
  6. They show up and work perfectly
  7. Turn off TV and come back later – problem is back.

Information regarding TV & Bluetooth Device:

Device I am Pairing: AirPods Pro Series 2

Issue Report Tracker:

  1. Model: G851X – Roku TV
  2. Serial Number: X01300KJ0L8C (SONX73CJ0L8C)
  3. Software Version: 12.5.5 – Build 4174-ET
  4. GC version: 11.2.23
  5. Timestamp: 2024-04-12T02:34:07Z
  6. Issue ID: 8C-147-034
  7. Model: 55R6AX
  8. Hardware ID: G851X
  9. Serial Number: X01300KJ0L8C
  10. Software Version: 12.5.5 – build 4174-ET
  11. Device ID: SONX73CJ0L8C

 

 

https://community.roku.com/t5/Discussions/55-quot-Ultra-Plus-TV-Bluetooth-Pairing-Issues/m-p/961210#...

 

RokuJechealR

https://community.roku.com/t5/user/viewprofilepage/user-id/669874

 

RokuTakashi

https://community.roku.com/t5/user/viewprofilepage/user-id/669868

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RokuTakashi
Community Moderator
Community Moderator

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Thanks for providing the additional information, @ScottMargolis 

We've notified our team regarding the details you have added regarding the issue encountered. We're closely working on the issue, and are committed to resolving the issue as soon as possible. 

An update will be posted here regarding further developments in our investigation.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

Takashi O.
Roku Community Moderator
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ScottMargolis
Binge Watcher

Re: 55" Ultra Plus TV Bluetooth Pairing Issues

Thank you much Kash

Please let me know how I can support too if more information is needed.

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