Features, settings & updates

[tsburrows]

The remote works for basic arrow and enter functions, but ROKU Ultra response is really, really slow. 

My remote is a Harmony Companion and I just changed batteries, no change. The remote works fine on all my receiver functions like volume, mute, and input change. My BOLT responds to commands just like normal. 

I did a System Restart, no change. 

I want to stress the issue is not with the Harmony Companion remote. It's with the recent 12/3/24 @9:34PM update to my Roku Ultra. 

[JWS9518]

Maybe try re-pairing the remote and see it that helps.

[RokuJechealR]

Hi @tsburrows,

Greetings from the Roku Community!

Thanks for letting us know about the behavior you've experienced with your universal remote. Some commands are not recognized, and your Roku device responds slowly after an update.

We would happily investigate this issue further, but we need more details. Kindly provide us with the following information about your device:

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• We want to confirm whether you use the Harmony Companion remote on all your Roku devices.

Once we have this information, we can pass it along to the appropriate Roku team for further investigation. We'll be looking forward to your response.

Thanks,
Chel

[tsburrows]

Thank-you Che.  I have 3 Ultras, bought at the same time, only one uses the Companion remote.  I have verified that the issue DOES NOT occur when using the Roku remotes, just the Harmony remote.  

Model:  4670X - Roku Ultra

Serial Number: YJ00FJ566071

Device ID: KW904F566071

Software Verson: 14.1.4

Build: 7703

Tracker: ID 71-490-797

[80K]

I have the exact same problem as tsburrows. I also have only one Ultra and one Harmony Hub; 2 other Rokus, no problems. The update was on 12/4/2024 at 16:45.

Model: 4800X - Roku Ultra

Serial #: X01000WA1YPD

Device ID: S02A21CA1YPD

Software version: 14.1

Build: 7703-C2

Tracker ID: PD-492-169

[RokuJechealR]

Hi @tsburrows, @80K,

Greetings from the Roku Community!

Thanks for providing all the information we requested, and we're sorry for the inconvenience.

Please note that we have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll post an update on this thread.

We hope to get everything sorted out soon and appreciate you bearing with us in the meantime.

Thanks,
Chel

[djc402]

Well I'm throwing my hat into the ring on this issue also, mine updated on 12/3 and I've been having the same slow response issue sense.  Using a Harmony Elite with the Harmony hub.

Model: 4800X - Roku Ultra

Serial #: X01000J2C9MD

Device ID: S02A20D2C9MD

Software version: 14.1.4

Build: 7703-C2

Tracker ID: MD-492-686

[biosapient]

I'm having the exact same problem as the others have described here. I didn't realize it started after a software update until I found this thread trying to search for a solution but then I checked and sure enough there was an update on Dec 5, right when the problem started.

Model: 4630X - Roku Premiere+

Serial #: YR00H7391330

Device ID: 7KA73H391330

Software version: 14.1.4 build 7703-29

Tracker ID: 30-494-019

[Richandzoe]

I need to join in on this issue.

my Roku Ultra updated 4days ago and my my Harmony remote has a delay of about 4 seconds and the Exit button no longer works.

my Roku Ultra is model 4800x

SN x0100073j35u

dev ID s02a2093j35u

software version is 14.1

[80K]

Additional info on my remote that may be helpful

Logitech Harmony Hub

Software version 4.15.330

Build 420

App version 5.7.14