Remotes

[cruiserandmax]

I bought a couple RC-AL9 (RC496) "Roku Enhanced Voice Remote" remotes to use with our Rokus players. We have one Roku Premiere+ 4630X and one Roku Ultra 4800X. When either remote is used with the Roku Ultra 4800X private listening via the headphone jack does not work- plugging headphones in does nothing and audio continues to come out of the TV. However private listening via the headphone jack does work on both remotes when used with the Roku Premiere+ 4630X.

When I ordered these two remotes (directly via the Roku site) it was indicated they were compatible with Roku Ultra. Is it a known issue that private listening via the RC496 remote does not work with the Roku Ultra?

I borrowed a friends Roku Enhanced Voice Remote (RC-EL3) and private listening on that remote does work with my Roku Ultra. I see the "Roku Enhanced Voice Remote" on the website is now listed as RC506 (same as RC-EL3 ?). I just ordered that one to see if it will work correctly with my Roku Ultra. But at $30 per remote I am starting to pay more for remotes than any of the players themselves :/.

PS- I also have an RC-AL4 "Roku Enhanced Voice Remote" that also doesn't not seem to support private listening with my Roku Ultra.

How many variations of the "Roku Enhanced Voice Remote" are there out there and which ones are fully compatible with Roku Ultra?

[StreamerUser]

@cruiserandmax 

There are plenty.  Same for the "Voice Remote" (Roku likes to re-use model names, like many other companies).

I tested an RC496 with my 4800s and verified the lack of headphones functionality.

The current Roku.com page does explicitly state compatibility only with the 4670/4800.

I suggest you contact Roku CS, and explain the lack of compatibility with the 4800 and RMA them back to Roku (ask for the latest Enhanced Voice Remote model) for a refund (or exchange for an RC 506+)

https://support.roku.com/contactus

[cruiserandmax]

Thanks very much for the confirmation of this issue and the suggestion to contact support. So far Roku CS has not responded to my inquiry. I have tried contacting them twice through https://support.roku.com/contactus by using the "contact support" link on my specific order for the two RC496 remotes in question.. 

Seems like they are just ignoring the issue.

[StreamerUser]

Try messaging @RokuDanny-R  about the situation, he should be able to expedite/facilitate for you.

[cruiserandmax]

Thanks @StreamerUser- I actually got a response by submitting a support request for the Roku Ultra player (explaining the situation with the remote)- and it was determined the remote was still under warranty so they are sending a replacement that should be compatible (including headphone jack private listening).

Kudos to Roku (and you for the guidance)!