Features, settings & updates

[jeffrok]

Hello, since receiving the 11.5 revision 4235 update on my Hisense 55" tv this morning, I can no longer use most voice commands via Alexa. "Alexa, turn Roku tv on" and "turn Roku tv off" work fine, but commands that used to work before like "Change Roku tv to channel 6.1" or "Change Roku tv to Netflix" no longer work.

The "change Roku tv to channel 6.1", Alexa says "Tuning to 6.1 on Roku" and then nothing.

When I try "Change Roku tv to Netflix", Alexa says "Getting Netflix from Roku" I get "Hmm, I can't open Netflix right now." or "Sorry I couldn't launch Netflix".

As I said "Turn off Roku tv" works fine. As does "Turn on Roku tv".

[RokuKariza-D]

Hello @jeffrok

Thanks for bringing this to our attention.

Please provide us with the following information for further investigation:

1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
3. 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)
4. Steps to reproduce the issue you are seeing

Once we have the information needed, we'll be able to forward it to the appropriate Roku team to investigate further.

All the best,
Kariza

[namesorter83]

@RokuKariza-D I am having this same issue with both of my Roku Ultras ever since updating to Build 4235. Alexa will no longer wake the Roku up from sleep mode when I say "Turn on the Roku". I have to manually turn it on with the remote, and then I am able to use alexa commands. Please Help.

CC @jeffrok  

[jeffrok]

1. model 55U6, s/n X0140046W0NE, device ID S0AD4186W0NE,  software version 11.5.0 (4235-CH)

2. Problem occurs with most Alexa initiated commands.

3. ID NE-430-570

4. It occurs anytime I try to use most Alexa Roku commands such as "set Roku channel to 6.1" or "Set Roku to Netflix".

[RokuDanny-R]

@jeffrok

Thanks for the follow up and providing us with your device information.

I have passed along your concerns and details to the appropriate Roku team to investigate further.

Thanks,
Danny

[namesorter83]

Hello, since receiving the 4235 update on my Roku Ultras (I own two of them in different rooms and am having the exact same issue with both), Alexa will no longer wake the Roku up from sleep mode when I say "Alexa, turn on the Roku". I have to manually turn on the Rokus on with the Roku remote, and THEN I am able to use Alexa commands after they are turned on. Please Help.

[RokuMary-F]

Hi @namesorter83,

Thanks for posting in the Roku Community!

Can you please provide us with the following information:
-Roku device model
-serial number
-device ID
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.


Best regards,
Mary

[namesorter83]

Hi, this occurs just on startup. Alexa will no longer wake it up and turn it on (Alexa, turn on the Roku) since the update. I tried removing the app, disconnecting from Roku, and reconnecting and nothing seems to fix the issue. I think it's related to the update because it's happening on all of my ROKU devices. 

Model: 4800X - Roku Ultra
Serial number: X010001ENOKX
Software version: 11.5.0 • build 4235-C2
Uptime: 2 days 11 hours 29 minutes
Device ID: S02A21DENOKX

[RokuMary-F]

Hi @namesorter83,

Thanks for providing the information needed!

We'll go ahead and send this over to the Roku team for investigation. We'll get back to you once we have an update available I'll be sure to let the Community know. 

We appreciate your patience while we investigated this issue.


Best regards,
Mary

[makaiguy]

I note that with a Roku remote, pressing the Home key wakes the Roku up from its low power standby state. 

I don't use Alexa, but can you issue it a command for the Roku to go to Home rather than "turn on"?