Features, settings & updates

[RokuEmmanuel-D]

Thanks for the added information, @pbelda1219.

This information will be passed on to the appropriate Roku Team for further review and investigation. 

For @Lori1570 and @Warue, thank you for bringing this matter to our attention. Your contribution is valuable and will help us with the ongoing investigation. We kindly ask you to provide the information mentioned above so that we can include your devices in the investigation. 

In addition to that information, please provide us with:

• Alexa serial number
• Alexa App Version

We appreciate you for bearing with us in the meantime. We are awaiting your prompt response.

Many thanks,
Emman

[RokuEmmanuel-D]

Thanks for keeping us posted, @maristjcisneros.

Since you're still having trouble with your Alexa command to your Roku TV, for further assistance, we will pass this forward to the appropriate Roku team for a thorough review and investigation. To be able to do that, we need some essential information from your device/s affected by this issue:  

Kindly provide us with...

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Alexa Serial Number
• Alexa App version

With more information, we can provide an accurate resolution. Thank you for your patience and understanding in this matter.

We are looking forward to your response.

Regards,
Emman

[Lori1570]

I did a factory reset on my tv and everything is working again

[maristjcisneros]

Emman, I really appreciate your help. Today I chatted with somebody and that person told me that he escalated my case. I gave him all the information and now I have a ticket number. THANKS A LOT!!!

[RokuEmmanuel-D · Accepted solution]

Hi, Roku Community users!

We believe we have successfully addressed the recent issue that affected some users. Please try again and inform us if the problem has been resolved on your end.

If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

Happy Streaming! 💜

Many thanks,
Emman

[pbelda1219]

Hi there,

I asked for help with this before and it seemed to work but has now stopped working again. My echo pop Alexa has been able to turn on/off my ONN Roku TV for months. Then a few weeks ago it randomly stopped. I tried resetting everything and it didn’t help. So I sent you the information below, per your request, and it started working again. Tonight it stopped working again. Alexa is responding but keeps flashing and saying “Sorry. My Roku TV isn’t responding”.

Roku TV-

Device model: 100013589
Serial number: YK00XU960945
Device ID: LD700X960945
Software version: 13.1.4

Amazon Echo Pop-

Serial number: A142A0B1BFOC41F0BACFE5B860FD3090

App version: 2024.12

Please help and please let me know if you need anything else. Thank you! 

[RokuEmmanuel-D]

Thanks for getting back here in the Roku Community, @pbelda1219.

We appreciate you bringing this matter again to our attention and providing all the necessary information to help us investigate further. We'd gladly pass this along to the appropriate Roku team for a thorough review. We are grateful for your patience and understanding.

We'll keep you updated once a resolution has been provided.

Sincerely,
Emman

[Mobius187]

As requested:

• Model: 3820CA2 - Streaming Stick 4K
• Serial#: X02500FK88NC
• Device ID: S0J8344K88NC
• Software Version: 13.1.4 build 1510-E6
• Issue ID: NC-313-952
• Where would I locate the Alexa serial#? Is it on the actual device? I can confirm it's an Amazon Echo Spot (2024 release)
• Alexa app 2.2.613883.0

[RokuArjiemar]

@Mobius187,

Thank you for the information,

We've forwarded your information to the Roku team for further investigation. We'll update this Community thread with more information as it becomes available. Thank you for your patience and understanding.

Regards,
Arjiemar