Discussions

[billbillw]

This issue has happened again with that latest update to 14.0.4, Build 12221.

It also happened sometime over the summer. It seems to happen every 6 months and corrects itself with the next update. I wish Roku would figure out why this is happening.

[RokuEmmanuel-D]

Thanks for flagging that here in the Roku Community, @billbillw!

We understand you're encountering trouble pairing your Subwoofer to your Roku Soundbar. Rest assured that we are here to investigate this issue further and look into it closely. 

Could you please let us know what troubleshooting steps you have tried so far? Also, we would appreciate it if you could provide the following information below:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (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)

In the meantime, you can visit this support article for tips on troubleshooting issues pairing your Roku subwoofer.

We are looking forward to hearing from you. 

All the best,
Emman

[billbillw]

Emman,

This is the 3rd time this has happened in the year. When it happens, I reset the subwoofer, a check for updates on the Soundbar, reboot both. That never helps. I have also tried connecting the Soundbar with tether to my Samsung Galaxy on 5G service to rule out the home wifi as a problem. It doesn't help. Each time this has happened, I have had to live without my subwoofer until the next build gets released from Roku and I happen to try and re-pair the subwoofer. This usually is a month or two later. There was one time where I was able to get the subwoofer to pair with a Streambar SE, then told the subwoofer to factory reset (through menus, not from the rear button) and subsequently, it paired with my Onn Roku Smart Stoundbar, Model 9100X, Serial number YL005C876348, ID L14945876348. I am currently on Software Version 14.0.4, build 12221-95. The Tracker ID is 48-430-325.

As I said, I have been using this combination for at least two years and it was rock solid until an update last year, and since then, it seems to occur every 4-6 months. Please review my previous comments that started in November 2023.

[RokuEmmanuel-D]

We appreciate your prompt response, @billbillw!

Thank you for bringing this matter to our attention. We want to assure you that we will promptly forward your concerns to the relevant Roku team for further investigation. They greatly appreciate your cooperation and understanding as they work diligently to address and resolve the issue at hand. 

We'll update you right away if a resolution has been provided. Please don't hesitate to let us know if you need more help. 

All the best,
Emman

[billbillw]

I would add this discussion: https://community.roku.com/t5/Discussions/The-subwoofer-won-t-pair-with-Soundbar-after-updating-to-1...

I posted that in June 2024 under this thread, but it was moved out into a separate thread. In each case, the problem resolves after a subsequent build update. Back with the original issue in November 2023, I never heard back from Roku Technical and it was at least 2 months before it fixed itself. The issue in June 2024 resolved after an update as well but it happened more quickly.

[billbillw]

Emman, I do not have any other speakers. Just the Smart Soundbar and a Subwoofer.

[RokuEmmanuel-D]

Thanks for clarifying that, @billbillw. 

We sincerely apologize for the off-topic question regarding this matter. Currently, the dedicated Roku team is actively investigating the issue at hand to determine the root cause and develop a solution. Thank you for your patience as they work to resolve this problem.

We'll surely update this thread once a resolution has been provided. 

All the best,
Emman

[RokuEmmanuel-D]

Hi, @billbillw.

We would like to request your Roku Subwoofer's model number, as it is important in the ongoing investigation of this issue. It would be highly appreciated if you could provide us with this detail. 

Thanks,
Emman

[billbillw]

Emman,

The subwoofer model was shown in the first post of this thread and has not changed. It is 9201X

[RokuEmmanuel-D]

Thanks for sharing his information with us, @billbillw.

We would also like to know if the Soundbar is plugged into a Roku TV or into a non-Roku TV. In addition, if you have the device ID of the Subwoofer, it would be better if you could also provide it here. The relevant team would like to gather as much information to better understand your concern. 

Regards,
Emman