Features, settings & updates

[Tfenner]

I live with a visually impaired individual so the screen reader is vital to my family. We have it enabled on our two TVs. Starting about two weeks ago every time we turn the TVs off the screen reader stops working. The screen reader is still enabled on the TVs, it just does not make any sound. I contacted ONN support and they told me to unplug the TV and push the power button while I turn it back on. I tried this and it did not work. To get the screen reader on both TVs to start working again I have to reset the network every single time we turn the TVs on and off. This is getting frustrating for me as I am the only one that can do it in our home due to vision. Any advice or help is greatly appreciated. Thanks. 

[RokuEmmanuel-D]

Hey, @Tfenner!

Welcome to the Roku Community, glad to have you here!

Thanks for sharing your experience with us. We completely understand how frustrating it is to turn the feature on every time the TV is turned off. And we'd like to take a closer look at this. 

To help us in the investigation, please provide the following details below:

• Roku device model, serial number, device ID, and Software 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)

We are looking forward to your prompt response. 

Best,
The Roku Community Team

[Tfenner]

Living Room TV

• Model: G814X-ROKU TV
• serial number: X01200PYSEL1 (S0DM62DYSEL1)
• ‘Software version: 14.1.4 build 7709-CT
• GC Version: 12.11.13
• Timestamp: 2025-02-03T12:39:26Z
• Issue ID L1-048-279

Bedroom TV

• Model: G855X - ROKU TV
• Serial number: X01200YEX2S5 (S0U4336EX2S5)
• Software version: 14.1.4 build 7709-CT
• GC Version: 12.11.13
• Timestamp: 2025-02-03T12:46:18Z
• Issue ID S5-048-286

Thank You for the quick response.

Teresa

[RokuEmmanuel-D]

Thanks for the information provided, @Tfenner!

We'd be more than happy to have our appropriate Roku team investigate this. We truly appreciate your effort and cooperation so we can get this fixed as soon as possible. 

We'll keep you posted on any progress on this case! 

If you need help with anything else, let us know so we can assist you further.

Best,
The Roku Community Team

[RokuEmmanuel-D]

Hey, @Tfenner.

I would like to inform you that the issue is still under investigation, and the team is working to resolve it.

However, the team wanted to clarify...

• What happens if you press the options button four times? Will the screen reader turn on?
• Is the screen reader still enabled at Settings > Accessibility after turning on the TV? 
• If the issue happens after the TV is off for a while? If so, how long?
• Or, if the issue occurs when you quickly turn the TV off and back on? 

Let's keep the conversation going!

Best,
The Roku Community Team

[Tfenner]

• What happens if you press the options button four times? Will the screen turn on?
  • screen reader disables. The issue is not the screen reader enabling or disabling… it is it making sound
• Is the screen reader still enabled at Settings > Accessibility after turning on the TV? 
  yes it is, just does not make any sound
• If the issue happens after the TV is off for a while? If so, how long?
  • does not matter any amount of time
• Or, if the issue occurs when you quickly turn the TV off and back on? 
  yes this is the case

volume can be up, but screen reader is not producing any sound

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Tfenner!

We really appreciate your response. It would be a great help in this investigation. We'll forward this over to the engineering team for additional info. 

We'll keep you posted!

Best,
The Roku Community Team