Remotes

[RokuDanny-R]

@mbogo375

Thanks for the post.

Can you please provide us with the following information so we can investigate the issue further:

1. Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
2. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
3. 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, and provide us with this ID)
4. Steps to reproduce the issue you are seeing
5. TV make & model
6. When the issue started

Once we have this information, I'll be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[mbogo375]

1. Model Roku 4802x, serial number x01000666EMD, software version 11.5.0 build 4235-C2

2. It occurs on home screen and ALL channels.

3. Tracker ID MD-470-613.

4. Steps to reproduce: power on TV with its remote; try to power off with Roku remote (fails); try to raise/lower/mute TV (all fail).

5. TV: Sharp LC-75N620CU

Thank you

[Tivoburkee]

@mbogo375 

Retry to program the tv, switch brands try Emerson instead.

Settings>system> remote and devices> remote> remote in USE> program tv

[marceepoo]

My Roku ultra cannot turn my Sony bravia 4k vh21 TV on or off, and cannot control the volume.  How can I fix that problem?

[HDMIGuy]

@marceepoo Did the ultra previously control the volume and on/off on your Sony TV?  Have you gone into settings and set up the remote to control the TV?

[mbogo375]

I haven't heard anything back from Roku support.  Has any problem determination been done? Results? Remedies?

[RokuMary-F]

Hi @mbogo375,

Thanks for following up.

Our team has continued investigating the issue and hopes to have a resolution soon. We'll get back to you once we have an update available I'll be sure to let the Community know.

We appreciate your patience in the meantime.


Best regards,
Mary

[readingcop]

I tried everything that was listed here.  Roku eventually sent me a new unit, but the same problem remains. 

I found the solution was to buy a new Apple TV 4K 3rd generation.  Everything works beautifully!!  I'll never go back to Roku!  

[mbogo375]

Still no answers?

Could Roku send me a replacement remote to try or should I just return the Roku Ultra? 

[Yeswola]

I have the same problem. Does anyone know how to solve it?