Discussions

[nothanks12]

I got the new update and it still has not fixed this problem. This is beginning to become extremely annoying to the point where I’m probably not going to buy Roku products going forward. I do not understand how all these customers can complain about this issue from last week’s update and you don’t just roll it back to the way it was before the update  until you can find out what went wrong. Simple solution. Do something soon or I’m moving on from Roku. 

[RokuEmmanuel-D]

Thanks for reaching out here in the Roku Community, @nothanks12!

We appreciate you providing all the necessary details and raising this issue. We will sort this out so you can get back on streaming quickly. 

Rest assured that all this information will be forwarded to the relevant Roku team for further review and investigation. Thank you for your cooperation and understanding on this matter. We'll surely update this thread once a resolution has been provided.  

Sincerely,
Emman

[wturnerharris]

Just replying here to say that this is happening to me too. Not sure what everyone’s combo is, but I have a Phillips Roku TV and a Roku Streambar that constantly battle for superiority until I finally force the setting update and switch multiple times or just turn it off.

 Can definitely feel your frustration @nothanks12 — I tried reaching out to Roku chat support and they told me it was a hardware problem and to reach out to Phillips since they’re the “tv” partner since Roku doesn’t actually manufacture or produce them. However, seeing this thread, that this started two weeks ago, same time as me, it’s definitely software related bug. Hope they fix, and glad to have some validation here.

[RokuEmmanuel-D]

Hi Community Users!

We understand your frustration regarding this matter and we would like to investigate this further. 

Will you please provide the updated details below? That would help us proceed with a thorough review of this problem you're currently encountering. 

Please supply us with your...

• Roku Streambar/Soundbar 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)
• Roku TV Model and Serial number

With these details, we'd be able to pass this along to the appropriate Roku team and start the investigation process. 

We are looking forward to hearing from you and looking closely into this issue. 

All the best,
Emman

[Bsmayerat]

Is there a fix for this yet ? Still experiencing this issue with Phillips 65" roku and roku wireless speakers. 

[RokuEmmanuel-D]

Greetings from the Roku Community, @Bsmayerat!

Thanks for informing us about the issue you're also encountering with your Roku audio device. Rest assured that we're here to investigate this further for you. 

Could you please provide us with the information asked above in this thread? We would highly appreciate it if you could supply us with all those details so we can proceed with the thorough review. 

We are looking forward to your prompt response. 

All the best,
Emman

[wturnerharris]

Roku Streambar/Soundbar model, serial number, device ID, and OS version.

• TCL Roku TV Wireless Soundbar (TSR1)
• Don't see a way to find serial, device, OS version of the soundbar itself.

Tracker ID  

• Issue ID CX-408-564
• Issue ID CX-408-565

Roku TV Model and Serial number

• Philips model: 75PFL4756/F7
• Model: C613X - Roku TV
• Serial number: X00000HFKWCX (S05JTOOFKWCX)
• Software version: 14.0.4 • build 12221-A2
• GC version: 12.3.21
• Timestamp: 2024-10-10T17:25:21Z
  
  

[RokuEmmanuel-D]

Thanks for posting here in the Roku Community, @wturnerharris!

We want to express our gratitude for your dedication in providing us with all the necessary information for our comprehensive investigation. Please be assured that we will forward this to the relevant team at Roku.

We kindly request your patience and understanding as we diligently work to address the specific issue you are currently experiencing. We'll update this thread once a resolution has been made to this problem. 

All the best,
Emman