Features, settings & updates

Get troubleshooting tips to configure your Roku settings. The community forum has tips for screen mirroring, Guest Mode, software updates, audio, and more.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
SimOcto
Reel Rookie

Update 12.0.0.4184 Broke Remote for 3800 Stick?

Since the latest update, the stick barely recognizes the remote anymore. I have to be almost directly in front of the TV in order for the stick to recognize the presence of the remote. Before this update, I could use the remote from anywhere in the house, even several rooms away to pause/unpause a program since it relied on my network.

Now, the remote and the stick don't seem to communicate very well. It takes several seconds to kick into action. It's not my network, as the Roku app on my phone still controls the stick from several rooms away (and I have several network devices, both wireless and wired, that aren't experiencing problems).

And yes, I've restarted everything, disconnected/reconnected the stick from various SSIDs in my home, and replaced the batteries in the remote (I've been in IT for 30 years; I know how to turn it off and turn it on again and do basic device troubleshooting). Given the timing and the behavior, it's the result of the latest update.

0 Kudos
4 REPLIES 4
RokuMary-F
Community Moderator
Community Moderator

Re: Update 12.0.0.4184 Broke Remote for 3800 Stick?

Hi @SimOcto,

Welcome to the Roku Community!

Thanks for letting us know about the behavior you are seeing with your Roku remote after the software update and we appreciate the troubleshooting steps you've done so far. 

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • 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)
  • Roku remote model (Settings > Remotes and Devices > Remotes > select the remote > About > Model)

Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.
 


Best regards,
Mary

Mary F.
Roku Community Moderator
0 Kudos
SimOcto
Reel Rookie

Re: Update 12.0.0.4184 Broke Remote for 3800 Stick?

Model: 3800X - Roku Streaming Stick
Serial number: YF00C8025879 (CT387C025879)
Software Version: 12.0.0 b4184-55
Tracking ID: 79-189-694
Remote model: RC127

0 Kudos
jontalk
Roku Guru

Re: Update 12.0.0.4184 Broke Remote for 3800 Stick?

While I'm not suffering this issue, I've been a Roku user since the second generation device and I've never seen SO MANY builds released in a short period of time with a new OS version..its clear Roku dev team isn't thoroughly testing before release. What I've been seeing is exit app issues with You Tube and none of the builds have solved it

Power User (film maker)
Mill Valley, CA

Jonathan
Roku Ultra 4800R; LG OLED55B7A, ONKYO TX-NR636, Panasonic Blu Ray, Definitive Studio Monitor 450 (L/R), Definitive LCR 2000 (center), Definitive 10" sub-woofer, Definitive surrounds. Motorola MB8600 modem. Asus RT-AX68U WiFi 6 router. Western Digital Power Line network adapters
0 Kudos
RokuMary-F
Community Moderator
Community Moderator

Re: Update 12.0.0.4184 Broke Remote for 3800 Stick?

Hi @SimOcto,

Thanks for providing all the information we requested and we're sorry for the inconvenience.

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

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

Mary F.
Roku Community Moderator
0 Kudos