Remotes

[tbuz76]

I see this posted, but I've tried doing updates and reset and none of that has worked. When I press the right or left, it will often jump multiple times or channels on YouTube. This issue has been posted so many times this year. What's the real fix?

[RokuTakashi]

Hi @tbuz76,

Greetings and welcome to the Roku Community.

Thanks for sharing your concern. May we know if this issue is happening on the Roku home screen, where it jumps to multiple channel selections, or only when you're in an app like YouTube? Also, we recommend power cycling your Roku device by unplugging it for a minute and plugging it again.

We look forward to hearing back from you and provide us with updates.

All the best,
Kash

[tbuz76]

It doesn't seem to happen in the home screen. I have reset, unplugged, and updated.

[RokuTakashi]

Thanks for keeping us updated, @tbuz76

Let's try this another troubleshooting step to see if it resolves the issue. 

1. Remove the affected channel by highlighting it from the channel tile, and pressing the star (*) button. Then select the remove option.
2. Do a system restart by navigating to Settings > System > System Restart.
3. Add the channel back by searching for it from the "Streaming Store."

After performing, kindly check to see if you notice any difference.

Keep us posted.

Thanks,
Kash

[tbuz76]

I performed these steps and it didn't help. The jumping is still happening.

[RokuTakashi]

Thanks for keeping us posted, @tbuz76

We're sorry to hear that the issue was persistent, and would be more than happy to look into this issue, and we'll need more information. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• 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).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate further.

All the best,
Kash

[tbuz76]

Model: 4802X-Roku Ultra

Serial #: X010002TMPPR

Software Version: 12.5.0 build 4178-C2

Device ID: S0DA22CTMPPR

Issue ID: PR-449-387

[tbuz76]

I am unable to attach the video of it happening.

[tbuz76]

It happens in other apps such as Netflix and the volume will make huge jumps like from 19-33 in one click.

[RokuERey]

@tbuz76,

Thanks for the update and for providing us with the details requested.

We have passed it along to the appropriate Roku team for further investigation. We'll make sure to update this thread and let you know once we have an update available.

Thanks,

Rey