Remotes

[Gary-94080]

almost every time I pressed the OK button on the remote Roku would say "this button can save the last voice command".  I could not find a way to stop this from happening.  the best I could do was to say OK into the remote and save that to the OK button.  now I get a "thinking circle" in the upper right when I press the OK button.

how can I stop the OK button from being a programable button.

[RokuDanny-R]

@Gary-94080

Thanks for the post.

Can you please clarify the issue you are seeing? What remote are you using? Is this the new Voice Remote Pro or is this a remote that came with your Roku device/TV?

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

Thanks,
Danny

[Gary-94080]

@RokuDanny-R 

the one that came with the unit.

I have also noticed that I am getting a second "OK" after it stops thinking.

[RokuDanny-R]

@Gary-94080

Thanks for the follow up.

Have you tried re-pairing your remote to see if that helps the issue you are experiencing? For steps on how to re-pair as well as other troubleshooting steps for your remote, visit our Support page here: How to resolve issues with your Roku® simple remote or Roku voice remote

If you are still unable to resolve the issue, can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

Thanks,
Danny

[Gary-94080]

@RokuDanny-R 

restarting the Ultra and re-pairing the remote had no effect on the problem.

FYI re-pairing can not be done when the screensaver is active.  I was able to finish re-pairing by restarting the Roku since there is no way of ending the screensaver without a remote.

Ultra 4670X

YJ00G6958323

KW99AG95958323

the remote on the TV says RC411 firmware 2.01.19.108

under the battery says Model RC-AL9

[RokuDanny-R]

@Gary-94080

Thanks for the response.

I have passed along your information to our Support team to provide further troubleshooting with your issue. They will follow up and assist you.

Thanks,
Danny

[Gary-94080]

@RokuDanny-R 

I hope it is just a coincidence that I got the email below and it is not the support that you mentioned.

my problem does not have anything to do with connecting with the internet.

Santa, Aug 20, 2021, 14:15 PDT:

Hi Gary,

Thank you for contacting Roku customer support. We understand that your Roku device doesn't connect to the network.

Please click on the link given below and follow the steps sequentially to get the issue fixed.

https://support.roku.com/article/208755728 (What should I do if I cannot connect to my home network or the internet?)

Please feel free to write back to us if you need any further assistance. Thank you for choosing Roku. Stay safe and healthy!

Regards,
Santa
Roku Customer Support