It's a long story, yeb22. My private listening on both devices stopped working some time ago. I have been reading the string of complaints re the dismantlement of this feature via the Roku folks incompetent (or maybe purposeful) screw up. Most of my original comment about this situation was edited out very soon after posting. My comments addressed the legality issues of this feature loss, and what the ramifications would be in case a formal complaint was filed with the California Department of Agriculture, Division of Weights and Measures were to investigate a consumer complaint regarding this issue. There are legal sections in the California Business and Professions Code, and California Code of Regulations that address "bait and switch"; which is essentially what happened here, and how damages could be remedied and recovered through legal action. There are other section codes that also apply, including "enticing" a customer to enter into a commercial transaction that they would not otherwise enter into. Specific contact and jurisdictional information was stated in my original posting. I am a retired consumer fraud investigator for that department in the California county where I live.
All of this information was edited out of my posting (by who? I wonder).
The next day after my posting, I rechecked my Roku remotes and found that the private listening feature had been mysteriously restored. The volume control still doesn't operate correctly, but the earphones now operate; and since I have a hearing disability, the louder volume, that does operate, is just right for me. At this point, I decided not to pursue the issue any further, at least not for the time being. There are DEFINITELY some legal issues applicable to this situation regarding the inability, or at least, the decision by Roku to NOT address the losses sustained by their many customers. Criminal and civil violations apply.
My advice to you is to keep a journal of every correspondence you make regarding this issue. Dates, time, who you contact, and any other facts re this issue would show your diligence in attempting to have this issue corrected in a reasonable manner with Roku. You never know how far Roku will let this issue go before addressing the situation in the end game.
And you should not have to buy anything extra, purchase a new Roku remote control, or purchase an upgrade to restore a feature that you legitimately purchased in the first place; and you should have every reasonable expectation that the device operates as originally advertised and offered for sale.
Well said cjc. I've been waiting on this thread for months and I still don't have any resolution. Still no audio for me while others have apparently been "fixed" with no volume control. This seems like it should be a fairly simple fix yet months later I am having the exact opposite issue. There is no audio, but I can see the headphone audio control icon working on screen and I've tried multiple types of headphones with no luck. This hasnt worked since i bought the remote but does work on a smartphone app.. I'm happy to give any roku rep my device serial number so this can get fixed. I would like this remote to work as intended.
We expect this issue to be resolved in the new 9.3 OS update. Your player will update automatically once 9.3 is available.
If the issue is still not resolved after receiving the new 9.3 OS update, please feel free to send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.