Features, settings & updates

[MWilhelmsen90]

I have a Roku 55R6A5R TV with Bluetooth capability. I recently tried to pair my wireless headphones (Sennheiser HD1). The TV can find the headphones and pair, but is unable to actually connect. The TV will say "connecting" before saying it can't find the headphones. This also happens when I try to pair my phone (Google Pixel 6A). I can pair the two, but when I try to connect from either the TV or the phone to the other, neither will work. Not sure what to try next. Thanks for any advice.

[RokuEuniceL]

Hi @MWilhelmsen90,

Greetings from the Roku Community!

We're glad to assist you with your problem connecting your Roku TV to your wireless headphones. Please ensure that your headphones are working, because if not, you may need to contact the customer support of your wireless headphones for more assistance.

To make sure, you can also refer to the articles below for help with any Bluetooth streaming issues on your Roku TV:

• If you encounter any issues during setup, learn more about resolving problems when connecting a Bluetooth device.
• If you do not hear sound from your Roku device, adjust the volume with your Roku remote, or press and hold the Voice button on a voice remote and say something like "Volume 20" or "Turn up the volume."
• If you continue to have problems, learn more about how to turn on Bluetooth pairing and connect your phone to your Roku device.

We hope this helps.

Kind regards,

Eunice

[MWilhelmsen90]

Hi Eunice, thanks for the reply. The headphones do work, and are able to be paired with other devices, including my laptop and phone, with no issue. I have also gone through all the steps listed in the links you provided, as well as all other relevant support information. I'm left with the issue that both my headphones and phone will pair with my Roku TV, but will not connect.

[RokuERey]

Hi @MWilhelmsen90,

Thanks for the follow-up. In this case, we'd like to see more about what's going on here. However, we'll need more information. Please share the details below with us.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) 
• Brand and model of your headphone
• 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).

We look forward to hearing back from you.

Thanks,

Rey

[MWilhelmsen90]

Hi @RokuERey 

Roku Info:

Device model: 55R6A5R / Hardware ID: G851X

Serial Number: X01300WJKW7L

Device ID: S0NX735JKW7L

Software/OS Version: 12.5.0, build 4177-ET

Headphones: Sennheiser HD1 M2 AEBT

Tracker ID (Issue ID): 7L-488-514

Thanks

[RokuERey]

Hi @MWilhelmsen90,

Thanks for sharing this information and we'll take it from here.

We'll forward this to the appropriate Roku team for further investigation. In the meantime, we'll need your patience and understanding.

Thanks,

Rey

[Olli]

Hello,

I have a very similar issue with my Roku TV except that I can pair and connect my Samsung S23 without issues. I can play music through the TV. 

I tested 3 different headsets and all paired but no one was able to connect.

From the issue report tracker:

Model: G851X - Roku TV

Serial number: X01300VA3P5C (S0NX737A3P5C)

Software version: 12.5.5 build 4174-ET

GC version 10.6.34

Timestamp: 2024-01-28T17:42:48Z

Issue ID: 5C-039-942

I used a JBL Tune 510BT

Thanks

Oliver

[RokuJohnB]

Hi @Olli,

Warm greetings from the Roku Community, and thanks for keeping us posted!
We will be delighted to assist you further with this issue. Have you tried the troubleshooting steps that @RokuEuniceL provided above? If not, please try.

Let us know how it goes, and we'll wait for your response.

Thanks,

John

[Olli]

Hi John,

thanks for the welcome. 

Yes, I went through the troubleshooting steps several times but to be hones they are not very helpful as they put the blame on the headset but the problem seems to be the software on the Roku TV.

I provided all information your engineers need in my first post. Let's see how that goes.

But I'm very glad to get such a fast response!! Thanks so much John!!

Oliver

[RokuJohnB]

Hi @Olli,

Thank you for your cooperation!

Please be aware that we have passed along your information to the appropriate Roku team for further investigation.

Your patience and understanding are much appreciated.

Thanks,

John