Features, settings & updates

[skottey]

I'm having the same problem as of today. I have a 4802RW Roku Ultra that is useless right now because I cannot control the volume on my Bluetooth device. This just started for me today, so I'm assuming I got an update. I need this fixed. I've re-paired my headphones, tried different headphones, physically unplugged the Roku, did the system restart. When is this supposed to be fixed? My Roku is a useless brick right now since I can't hear what I want to watch. 

[RokuRiamie-D]

Hi @skottey,

Welcome to the Roku Community!

Thank you for sharing your concern about the Roku Ultra not controlling the volume when connected to Bluetooth. Don't worry we're here to assist you with this concern.

Since you mentioned that you got an update, we would like to know what is your latest software version. You can check it by going through Settings > System > About. Alternatively, you can do the following: 

1. Press Home on your Roku remote 
2. Scroll and select Settings
3. Select System
4. Select Software update
5. If there is an available update kindly select Check Now to manually check for updates.

We suggest you try these steps and please keep us posted.

Regards,
Riamie

[Tibbetts]

Software: 14.0.4

Build: 12221

Checked for an update and nothing. 

[RokuRiamie-D]

Hi @Tibbetts.

Thanks for the update!

We have forwarded your Roku device information to our Roku-appropriate team for review. To further look closely into the issue, we would like to know the details below:

• Roku device model, serial number, device ID, and OS 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)
• Troubleshooting steps that you have tried, in trying to fix the issue.

Providing these details, will help us to further investigate the issue. We look forward to your response.

Regards,
Riamie

[Tibbetts]

@RokuRiamie-D 

Device Model: 4800x - Roku Ultra

Serial #: X01000TTHKN3

Devise ID: S02A2ODTHKN3

Software Version: 14.0.4 build 12221-c2

Issue ID: N3-434-508

I deleted my headphones; rebooted the roku; repaired my headphones with the roku; and still couldn't change the volume or mute my Bluetooth headphones. 

[RokuRiamie-D]

Hi @Tibbetts,

Thank you for the update!

We appreciate you providing the details of your Roku device precisely. This information will help us further investigate the issue. Thank you for your cooperation and patience as we work on this issue.

Please let us know if there's anything else we can assist you with. We would be more than willing to help.

Regards,
Riamie

[Backline]

I have the same issue.   Worked great for the last 2 years, then a week or two ago it stopped working.  Have done everything suggested above, no dice.  Please advise an estimate as to when software update fix will be released.

[skottey]

I opened a ticket with them SEVERAL days ago now. Mine hasn't worked since the morning of the 19th. Last updated 10/18. It's sort of annoying they keep suggesting troubleshooting tips that at this point we all know to do. Yes, I rebooted the device, yes, I tried several different headphones. Yes, I did a system restart. Yes, I provided all information requested. Clearly it's not on our end and is a software function failure. They tell you to use the phone app in the meantime but it keeps hiccupping, lagging, and stuttering to the point of it ruining the enjoyment of watching anything. Sort of ridiculous it's taking this long to put out an update that includes a fix for this. 

[RokuRiamie-D]

Hi @Backline @skottey,

Thank you for posting in the Roku Community!

We understand that you are having difficulty controlling the volume on your Roku Ultra when it is connected to Bluetooth. Our Roku-appropriate team is currently addressing this problem, and to better assist you, we kindly ask you to provide us with the following details. 

• Roku device model, serial number, device ID, and OS 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)
• Troubleshooting steps that you have tried, in trying to fix the issue.

This information will help us to thoroughly investigate the issue. Thank you for your cooperation!

Regards,
Riamie

[skottey]

I gave you all my information and have gone back and forth in Email but still no fix. It's going on a month. It was working fine for years until your 10/18/24 update. I've been struggling ever since trying to use the phone app and having it freeze, stutter, and downright crash the app. I, like the rest of these people, just need this fixed so we can connect audio headphones to the Roku Ultra via Bluetooth and control the volume like we always could. Very disappointing that it is taking so long to fix this issue. I can no longer recommend Roku devices or televisions until this issue is resolved.