Remotes

[jarmar]

I have a new Roku Ultra that I just setup.  Everything is working except for the private listening using the earbuds provided connected to the remote.  When I connect the earbuds to the remote the sound on the TV goes out as expected but no sound in the earbuds.  I have the Roku Ultra connected using a wired network.

[Tivoburkee]

And rising the volume by using keys on the side of remote doesn't help?

[rtexas]

My Roku earbuds don't work either.  No, adjusting the volume on the side doesn't work.  The sound goes off when I plug in earbuds but no sound comes out of earbuds.  Is there a solution or do I need to return the Roku? #rokuultra 

[RokuDanny-R]

@rtexas

Thanks for the post.

Are you using the headphones that came with the Roku device? Have you tried using another set of headphones to see if you are experiencing the same issue.

If you are still unable to resolve the issue, can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[beachesngolf]

just bought ultra.  micro sd isn't detected but that is ok since it doesn't do a lot anyway.  However the ear buds produce no sound.  when I plug them in the tv sound goes off but no sound from the earbuds.  Is there some setting somewhere to fix this.  surely you don't manufacture a product that does this?

[RokuDanny-R]

@beachesngolf

Thanks for the post.

Can you please provide us 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)
-steps to reproduce the issue you are seeing

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

Thanks,
Danny