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.
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Txboyntn
Level 8

Ultra remote headset port not working

Will not work on all channels.  I tried to watch a movie in 4k on Amazon prime and couldn't get any sound using the ultra remote.   Went over to YouTube, and it worked fine.  What happened?

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Community Manager
Community Manager

Re: Ultra remote headset port not working

@Txboyntn  Thanks for the note. A few questions here to help better understand the issue you're running into: 

- Did you try removing the batteries from the remote and reinserting them, as well as restarting your device from Settings>System>About?

- If you use the free Roku mobile app for private listening, does it work as expected? https://support.roku.com/article/217478308-how-do-i-use-headphones-on-my-mobile-device-for-private-l... 

- Which model of Roku Ultra are you using in Settings>System>About? 

- Which movie were you trying to watch that you did not hear audio when using remote private listening? Does the same issue occur on other titles with Amazon Prime Video? 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager