Remotes

[jamesutz]

For the third time this year, a Roku software update has broken the CEC remote control method for my TV.

Software version 14.0 was loaded on my Ultra 4670X last evening.  The remote quit controlling the Sony TV immediately after that.  Again, I had to reset up the remote and revert to IR remote methods to make the remote manage the TV Power & Volume again.

I wish Roku would stop rolling out versions of the system software without checking this CEC Remote Control function first.  Your customers are not your QA department.

[RokuArjiemar]

Hello! @jamesutz,

Thank you for posting in the Roku Community!

We appreciate you contacting us regarding your feedback about the CEC control breaking in the OS 14 update. We are pleased to assist you.

We would be happy to investigate further, but we need further details. 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)
• TV make/ model
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

You can also find more information regarding enabling CEC here: How to enable HDMI-CEC and ARC on your TV.

Once we have this information, we will pass it along to the appropriate Roku team for further investigation.
In the meantime, your patience and understanding is much appreciated.

Thanks,
Arjiemar

[jamesutz]

Model: 4670X - Roku Ultra

Serial Number: YJ0083064510

Software version: 14.0

TV Make/Model: Sony KD65X80K

The issue happened immediately after the v14.0 update, and no TV controls worked (Power, Volume Up/Down, or Mute).  I just set the remote back to CEC setup, tried to manage some TV controls - and - now they work.

So, the failure mode occured in this manner:

1) The Sony TV was OFF, and connected to the Roku Ultra which was On.

2) The Roku Ultra did the self-update to v14.0 (and rebooted I assume?).

3) The Remote could no longer turn the TV on, or control Sound, etc.  I then had to turn the TV on with it's dedicated remote.

So, in short, CEC setup and TV controls are now working with v14.0, but it did not work immediately after the software update (which happened while the TV was turned off).

[RokuArjiemar]

@jamesutz,

Thanks for the update,

We just wanted to drop you a line to say that if you still have trouble or feel your issue has not been fixed, please let us know. And don't forget, you can always get help at support.roku.com when you need it.

Do not hesitate to let us know if you have any additional feedback.

Regards,
Arjiemar

[jamesutz]

The issue happened again today.

At about 10:55am today, the same Roku that I posted about earlier updated to v14.0.4.  This update process broke the remote's ability to control the TV through the CEC setup method.  We walked into the bedroom tonight, picked up the Roku remote, and it could no longer turn on the TV, or control the TV sound.

I tried restarting the Roku, and the remote still could not control the TV.  At that point, I followed through with your diagnostic info that you requested earlier:

Model: 4670X - Roku Ultra

Serial Number: YJ0083064510

Software version: 14.0.4

TV Make/Model: Sony KD65X80K

Tracker Issue ID 10-407-645.

I pushed all the buttons on the remote for TV control - Power, Volume Up/Down, Mute - none of them worked, then I did the 5 Home, 5 Back button presses to generate this code for you.

The remote worked fine in CEC setup mode last night, and it no longer works tonight after your software update to 14.0.4.

[RokuArjiemar]

@jamesutz,

Thanks for the update,

We appreciate you informing us that your CEC remote control broke again after the latest software update. We're pleased to help.

Is your Roku Ultra connected directly to your TV or through a receiver?

Thanks,
Arjiemar

[Smcdon_falls]

How did you solve this? My Roku updated to 14.0.4 and now there's no option to enable CEC in the system menu. 

[jamesutz]

Well, I had two Roku Ultras, and one started flaking out shortly after this post, so I ended up buying new ones and replacing both of my Ultras with 2024 models.  I also gave up on CEC method of TV control.