Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Level 7

Private listening not working on Roku Ultra

I have Roku Ultra connected to router directly with Ethernet connection.  Router is Orbi base station. all other devices are connected to it wirelessly.  Roku is connected HDMI to Vizio TV.  TV and Sonos sound bar connected via HDMI ARC.  When I first hooked up the Roku Ultra a year ago private listening worked fine.  Now it no longer works, through the headphones with the remote control or through the app on iPhone.  Any idea what to do to get private listening working again?

10 Replies
Level 7

Re: Private listening not working on Roku Ultra

I also just lost the ability to plug headphones into the audio jack on my Roku Ultra remote (RC193). This just stopped working today. Verified the batteries are full and the remote is connecting to the Roku. When I plug headphone jack into the remote it freezes the display then restarts the Roku after ~30 seconds. Able to replicate issue consecutively 3 times. Roku working fine without headphones inserted.

I purchased this product for this feature. Timely resolution would be appreciated.

Level 8

Private listening crash Roku Ultra 2019

Every time I conect my headphones to the remote for private listening my Roku Ultra 2019 freeze and restart. I test private listening with my tablet with the Roku app and it work it dosent freeze. 

Software 9.4 has given me a lot of remote problem, first I could not control to turn TV on/off and volume but now it work and now private listening crash Roku. 

Please fix the problem. 

Level 7

Re: Private listening not working on Roku Ultra

Same here. Purchased this unit especially so I could plug headphones into the remote. Worked fine for about 10 months. Then I would have to remove batteries now and then to get it to work with headphones. Last night I could not get them to work at all. Did the usual batteries in and out, then the whole remote quit working. Reset Roku, and re-paired the remote. Remote now worked, but headphones did not work when plugged in. While reading some repair advice, suddenly the remote volume icon popped up and headphones were working...for now. Obviously a hardware or software issue going on, as many people have this problem. Not acceptable for a $100 electronic device.

0 Kudos
Roku Employee
Roku Employee

Re: Private listening crash Roku Ultra 2019

@rickytin @BG32 @callmechaz 

Thanks for the post.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)

With more information we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Level 7

Re: Private listening crash Roku Ultra 2019

Danny,

to answer your questions:

Model: 4660X -Roku Ultra

Serial: YJ0059369748

Device ID: CK38D5369748

SW version/build: 9.4.0 - build 4190-46

I’m not sure if a software update has occurred on my Roku since I last posted but my the private listening via headphones is working for the most part today. The issue had been occurring on multiple channels not just one. If the issue occurs again I will respond with a tracker ID.

Thank you for the response.

0 Kudos
Level 8

Re: Private listening crash Roku Ultra 2019

Danny,

Model: 4670X - Roku Ultra 2019
Serial: YJ00DP205267
Device ID: KW998D205267
Software OS/version: 9.4.0 build 4190-46
Timestamp: 2020-12-06T13:52:15Z
Issue ID: 67-490-432

Does this issue occur on a specific channel?: I am at Home Page and as soon as I connect the headphone Roku crash and restart.

The first time that this happen I try 3 times and the 3 times it crash, then I try private listening  with the Roku app in my Android Tablet and it work without problem, another day I try again private listening with the Roku remote ant it works but the next day it crash again.

Another problem I have is when I connect Roku using ethernet I have audio problems ( audio dropouts/distortion) with TV speaker and private listening but if I change the connection to wireless I dont have audio problem.

I love OS 9.4 update but I think is the the worst update ever because I have been using Roku for more than 5 years and this is my the third Roku and I have never had so many crashes with the Roku unit and update. I will tell that since update 9.4 I have more that 16 crashes.

Thanks for the help and I hope a update can fix all my problems.

0 Kudos
Level 7

Re: Private listening not working on Roku Ultra

I encountered the same issue on my Ultra 4670X. When I plugged headphones into the headphone jack, on the remote, the Roku would lock up (no response from any of the remote's buttons) and then the Roku would reboot. After reboot, all was OK until I plugged in the headphones again.

Here's what I found fixed the problem for me, at least temporarily.

Went into the Audio settings on the Roku, and changed the Audio setting from Auto to PCM-Stereo.

After making this change, I could plug in the headphones without any lockup issues and the sound from the headphones worked perfectly. I tried several channels and all the channels I tried worked properly.

The weird thing is that I then went back into the Audio settings, and changed it back to Auto, but the problem did NOT return. I doubt that this is a permanent fix, but I hope it is a workaround for now.

Perhaps this info will give the Roku engineers a place to look to identify the problem.

0 Kudos
Level 7

Re: Private listening not working on Roku Ultra

Entire remote quit responding. No green light when installing batteries. No response from TV or Roku with multiple battery changes. This has been getting worse for 2 weeks no finally dead. Used app to control until new remote arrived. **bleep** shame I had to spend $30 for a new remote for a unit for which I originally paid $50! If this one dies, no more Rokus.

0 Kudos
Level 7

Re: Private listening not working on Roku Ultra

I have 4620x roku premier and private listening has started fading in and out since last Roku update.

0 Kudos