Features, settings & updates

[gajet89]

I can't seem to get my new Roku Streaming Stick 4k to work with Alexa. I've tried removing the skill a few times and readded the stick from the Roku app a few times as well. The Roku app says it's not connected to the network when it's off and I cannot turn it on, but does show that it's connected when I turn it on using the remote.

The Alexa app shows it as offline when it's turned off. It shows it as online but powered off when it's turned on. When I click to turn it on using the app it briefly shows On, but then changes back to Off status.

I don't believe it's a network issue since all the apps and videos load quickly and never buffer in the middle of them. The stick has been updated to the latest software version. It has never connected correctly since I just setup both of them. Device details below:

Model 3820R2 - Streaming Stick 4k

Software version: 14.1.4 build 7709-E6

GC version: 12.11.13

[RokuReynan-L]

Hi, @gajet89.

Greetings from the Roku Community!

We appreciate you letting us know about this issue. We'll forward this to our appropriate team for further review. 

Could you please help us with the information below?

• Serial number and Device ID (this can all be found in Settings > System > About)
• Tracker ID

We'll wait for your response.

Thanks,
The Roku Community Team

[gajet89]

Serial number: X02500A78JNY (S0J734578JNY)

Tracker ID: NY-064-302

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @gajet89!

Your cooperation is greatly appreciated! Since we got all the info we need, we'll forward this over to the team.

Thank you for your understanding. We'll make sure to keep this thread posted for more updates.

Stay tuned!

Best,
The Roku Community Team

[RokuReynan-L]

Hi, @gajet89.

Thanks for patiently waiting!

We've already received a response from our appropriate team. The issue arises because the streaming device is always on, and we cannot turn it on or off, which may indicate a limitation of the Alexa app to the device. 

We hope you'll find this information helpful. Let us know if there's anything else we could further assist you.

Thanks,
The Roku Community Team

[gajet89]

So I do not have access to the function that the Roku remote power button uses to turn on the tv and wake the Roku device?

[renojim · Accepted solution]

@gajet89, unless you have the remote set up to control the TV via CEC , it's the remote that's turning on the TV when you press the power button by sending a signal via IR to the TV - the stick isn't involved at all.  What kind of TV do you have?  If it's old and doesn't support CEC, there's no way you're ever going to get Alexa to turn it on and it has nothing to do with Roku.  As was mentioned, the stick never turns off, so I'm not sure what turning it on via Alexa even does (if anything).

[gajet89]

I thought the Roku was controlling the tv power independent of the remote since it did turn on previously with the remote when I thought I was out of line of sight. But maybe some sort of reflection allowed it to work then.

However CEC is what I was missing. My tv is an old Sony Bravia, but it does have CEC and once I enabled it seems to be working as expected. Thanks!