Features, settings & updates

[RokuJohnB]

Hi @0x4d52,

Thanks for keeping us posted, and welcome to the Roku Community!

We want to investigate this issue further and gather your details. Can you please provide the following information?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• What troubleshooting steps have you done so far?

Once we have this information, we can pass it along to the appropriate Roku team for further investigation.

Thanks,
John

[0x4d52]

Thanks for the follow-up. Here is the data:

Model: 3940EU2 - Roku Express 4K

Serial number: XO2200Y51WYD (SOHGK4651WYD)

Software version: 14.0.4 • build 12221-E4

GC version: 12.5.25

Timestamp: 2024-10-27T15:13:41Z

Please use issue ID YD-432-913 to report the current issue.

best,

Martin 

[RokuJohnB]

Thank you for the additional information, @0x4d52!

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.

Best regards,
John

[jfbrands]

I have a Roku Express 4K+ model streaming device that is equipped with Apple Airplay, but I am unable to connect my iPhone or iPad to the device and use the Airplay functionality. I have tried restarting both devices, resetting network settings/connections, verified Airplay is 'ON' and set to 'Prompt' and nothing is working.

The Roku Device shows up in my iPhone's Screen Mirroring list, but when I select it, a prompt never comes up on the TV or phone requesting a PIN/password.

[RokuJohnB]

Welcome to the Roku Community, @jfbrands!

Thanks for letting us know about this issue you had with Airplay. We appreciate the troubleshooting steps you have taken so far. 

We want to gather more information to investigate further. Can you please provide the following details?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID when this issue occurs (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Make and model of your phone and iOS version

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

Kind regards,
John

[jfbrands]

Roku device model: 3941X2-Roku Express 4K+

serial number: X02200FW110R

device ID: S0HAK3CW110R

softwareOS/version: 14.0

Tracker ID: ID 0R-435-121

Make and model of your phone and iOS version: iPhone 13 Pro, 18.0.1

[RokuRiamie-D]

Hi Community users,

Greetings from the Roku Community!

We thank you for letting us know that you are having trouble connecting your Roku Express 4k+ to your Airplay. Our Roku-appropriate team is already aware of this, and they are already working on it.

To further investigate the issue, we kindly request the following details:

• Make and model of your router and modem
• Model of your iOS device and the software version it is currently running
• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue arise, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

For those users who have provided their device information, thank you for your cooperation. We already forwarded your details to the appropriate Roku team.

We appreciate your patience and understanding as we work on this issue.

Regards,
Riamie

[jfbrands]

I already replied with the make/model info requested.

[RokuRiamie-D]

Hi @jfbrands,

Thank you for the response!

Thank you for sharing the details about your Roku device. To assist you more effectively with the issue you are experiencing, please provide us with the make and model of your modem and router. This information will help us diagnose the problem more accurately.

Thank you for your understanding.

Regards,
Riamie