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JonnyDex
Reel Rookie
‎08-18-2021 08:56 AM

Exiting channel when using cursor or fast-forward buttons

Hello, This is my first post to the community. I have a Roku Ultra box and the controller is a model RC-AL4. Please let me know if more information is needed.

The problem: Since the beginning of having this Roku Ultra, my controller seems to have its own ideas about what it should do. Sometimes, when I cursor left or right or press the fast-forward button while watching a streaming channel -- YouTube, Netflix, etc -- Roku exits and starts Vuduu or Hulu or some other streaming channel. The point is, instead of fast-forwarding, it exits me from what I am watching to some other streaming channel. Removing the batteries does not stop this behavior. Replacing the batteries does not stop this behavior. It only happens once in a while and so is an annoyance rather than a "show stopper" (pun intended). Can you help me with this problem? Btw, it does not happen on my other three Rokus -- but they are not Ultras. Two are built into my TCL TVs and one is a last generation Roku.

Thanks, Jonny

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4 REPLIES 4
makaiguy
Community Streaming Expert
‎08-18-2021 09:24 AM

Re: Exiting channel when using cursor or fast-forward buttons

@JonnyDex wrote:

Removing the batteries does not stop this behavior.

Are you saying that, when you press one of these remote keys while the batteries are removed, it can still cause the Roku to exit the channel you're watching and load another?

Are the channels it goes to ones that have direct access buttons on your remote?

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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JonnyDex
Reel Rookie
‎08-18-2021 10:49 AM

Re: Exiting channel when using cursor or fast-forward buttons

No, I removed and replaced the battereis to see if "rebooting" the controller would help. 

As to going to Hulu and Vuduu, they are direct access buttons.

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makaiguy
Community Streaming Expert
‎08-18-2021 11:13 AM

Re: Exiting channel when using cursor or fast-forward buttons

@JonnyDex wrote:

No, I removed and replaced the battereis to see if "rebooting" the controller would help. 

Whew! I was hoping that's what you meant!  Otherwise I would be completely mystified.

As to going to Hulu and Vuduu, they are direct access buttons.

Might you be bumping these keys with the palm of your hand when pressing those other buttons?

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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DBDukes
Community Streaming Expert
‎08-18-2021 11:27 AM

Re: Exiting channel when using cursor or fast-forward buttons

@JonnyDex 

Take the batteries out and leave them out for the test.

Using the remote in the mobile app, does the same thing happen?

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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