Discussions

[Brian4750]

For me it was when i plugged in the new Roku TV and setup to get online.

After getting it online and updating apps/OS

attempted to manage via Google Home and failed.

Tested in Alexa and failed.

setup Apple Homekit and it worked.

Factory reset TV and re-setup and still getting the same issue.

i have even unlinked Roku from Google.

Re-Linked and still not able to manage the New TV but older Roku TV/Devices work.

I also removed the Roku Skill in Alexa and re-added and can only manage the 2 older devices, but not the new Roku TV.

So, to say it happened as soon as i unboxed and setup TV. 

[turtwig]

Exactly the same situation as Brian.

Plugged in the TV, ran through the (honestly quite annoying) set-up process.

After everything was configured I tried to add it to my Google home.

Linking my Roku account worked and the new TV was added to my device list.

Trying to interact with the TV in any way results in a "something went wrong" message in the Google Home app.

However, I CAN control the TV using the Roku app on my phone and Apple HomeKit on my iPad - but these things are kind of useless to me.

I want to be able to control and cast things to the TV using my Google Home Assistants - a feature advertised on the TV box amongst other places.

[RokuTakashi]

Hi, @Brian4750 @turtwig

Thanks for posting and sharing your concern here with us.

We'd like to gather more information for us to look into this issue further. 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).
• Google Home App Version
• 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).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate.

We look forward to hearing back from you.

All the best,
Kash

[Brian4750]

@RokuTakashi 

Model: G204X -Roku TV

Serial number: X01900K8MVUN (S08C6388MVUN)

Device ID: S08C6388MVUN

Software OS Version: 12.5.0 * build 4176-CH

Google home app version for iPadOS: 3.10.103

Same thing happens in iPhone, Android tablet, and Google nest hub. 

here is the report tracker

[Brian4750]

@RokuTakashi 

btw here is an Open Roku Support ticket number i opened on this matter on December 11th 2023 where i have not received any updates on.

Roku Customer Support reference #: 8812085

[turtwig]

JVC model LT-43CR330

Hardware ID H832X

Serial number X02000FD9XE2

Device ID S0XUR39D9XE2

Software version 12.5.0 • build 4177-GK

Google Home 3.10.1.6

Tracker ID E2-518-809

[RokuTakashi]

Hi, @turtwig @Brian4750

Thanks for providing the information that we asked for.

We'll forward the information and concern to the appropriate Roku team for further investigation and review for this issue to be addressed. Once more details are acquired from the team, we'll post an update here.

We hope for your understanding and patience.

All the best,
Kash

[TN2]

Same thing for me.  

My old Sanyo Roku TV works no problem but the one I just bought Hisense, shows offline and I get the error message something went wrong.

I did notice that even though they have the same build versions, the last 2 letters are different though.

[RokuTakashi]

Hi, @TN2

Warm greetings here in the Roku Community.

Seeing that you're experiencing the same issue, we'd like to assist by requesting the information previously mentioned in this thread. This way, we can update the appropriate Roku team regarding the issue that has been raised to them.

We look forward to hearing back from you.

All the best,
Kash

[TN2]

Ticket already opened

Worked with Support today over the phone, even tried setting it up through another phone and working with Google support

2 year Old 65" Roku Sanyo Tv I have no issues on setup.  Factory reset them multiple times today, updated the software and zero issues connecting the Sanyo to Google Home each time when I sync Google Home with the Roku app.

This new Hisense, is not working in Google Home.  It shows up when the Roku account is linked and I can see both Tv's.  When I press the button for the Sanyo it works as it should, when I press the button for the Hisense, it says something went wrong.  The Roku app itself works fine on both.  The Hisense isn't working with Google Home. 

The only difference I can find is in the software.  Sanyo run 12.5.0 version 4176 -A3, the Hisense runs -CH