Discussions

[Eenci]

[Brian4750]

Same thing here.
New Hisense Roku TV not being able to be controlled by Alexa.

Open ticket with Support Pending.

[RokuERey]

@Eenci,

Thanks for keeping us posted!

We'll need to see more on what's going on here and we'll need your help. Could you please share with us the details below?

• 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 5 times, followed by the Back button 5 times, and provide us with this ID).
• App version

We'll be anticipating it.

Thanks,

Rey

[RokuERey]

Hi @Brian4750,

Thanks for joining us here in the Roku Community!

We'd love to help you out with this. Could you tell us if you have a different Roku TV and do you have the same issue seeing on it?

Let us know more about this so that we can further assist you.

Thanks,

Rey

[Looblue77]

I’m having the exact same issue with the same brand new TV and I have gone back to factory settings to try and connect it to no avail. Also tried everything suggested here to. Nothing works. 
my Philips model is 70PFL5656/F7

serieal number X01200W98WD0

Device ID S0RH33398WD0

From issue report tracker: 

model G404x -Roku TV 

software version 12.5.0 build 5176-F6

GC version 10.4.45

issue I’d D0-516-709

[Brian4750]

Everything should be in my ticket waiting for support to get back to me.
Roku Customer Support reference #: 8812085

over 1 week without any update despite multiple requests for updates.

[Brian4750]

I have 3 Roku TV's

2 can be controlled by Apple Home, Google Home, Alexa, Roku App, and of course the remote.

the newest Roku TV can only be controlled via Apple Home, Roku App, and the Included Remote.

I have opened a Support ticket with Roku on the 11th of December and have not heard anything since then.

here is the Roku Reference Number - 8812085

Ticket opened on December 11th, replied to email on the 16th and the 19th asking for updates, without any replies.

[Brian4750]

Dusting off my Old Roku Premier Box and setting it up and it is controllable via Alexa, Google, and Apple.

So, whatever is causing it is localized to the TV.

Factory reset Twice and setup and same issue occurs both times.

Attempted to hot spot iPhone and use that as Wi-Fi and see if problem went away, it didn't.

[Brian4750]

and seeing as how i am seeing a lot of Manufacturers represented on these forums, i would be inclined to point more towards Roku side of things here.

[RokuERey]

Hi @Looblue77,

Welcome to the Roku Community and thanks for sharing your report about this.

To help clear things up here we believe that everything has been exhausted here. We'll share this information with the appropriate team for further investigation.

Once we have an update available we'll make sure to keep this thread posted.

Thanks,

Rey