Remotes

[TechD87]

This problem has been going on for over a month and I've confirmed that it's with the Remote Voice Pro and not the boxes by pairing it with both of my Ultras.

In a span of an hour, it seems to "Listen" for a command even though the hands-free switch is disabled and the mic button isn't pushed. At times it acts like it's repeatedly pushed and I have to wait each time for it to error out. 

I've already had it swapped out with another Roku Voice Pro and I'm getting the same result. So I can only assume it's one of the following:

1. I have two defective devices.

2. The current remote firmware is causing it to glitch out. 

Can't confirm the firmware obviously because I don't know how to roll it back.

Anyone else experience this?

[RokuJharra-Q]

Welcome to the Roku Community, @TechD87!

Thank you for getting in touch. We want to assure you that we will assist you in solving your Roku remote issues with your Roku device. Before we proceed, we would appreciate it if you could provide us with more specific information, such as: 

• Were you able to use this remote feature successfully before?
• When did it start having problems?
• Have you tried using the Roku mobile app? Is the issue occurring there as well?

We also suggest resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try using the voice command feature to see if this makes any difference.

We'll be looking forward to your update.

Best regards,
Jharra

[pseudonym]

A month ago, we bought a Roku Remote Pro as a replacement for the remote that came with our two year old Ultra. The Remote Pro is working fine in all aspects, *except* for 'waking itself up' a few times and listening for voice commands.

We'll be watching a program or even just talking nearby when we hear the Roku voice command 'chime' sound. "Listening..." appears on screen and soon Roku starts searching for whatever spoken word(s) were picked up.

In each case the Remote Pro was just resting on a side table and hadn't been touched for at least several minutes.

[RokuJharra-Q]

Hi @pseudonym, Thanks for reaching out!

We understand that your Roku remote pro is not having issues, and we’re here to help resolve the issue. Please try the following steps:

1. Test with different power outlets, micro USB cables, and USB chargers to ensure the issue isn’t related to the power source.
2. Reset the remote: Press and hold the Back/pairing button and Home button simultaneously for about 20 seconds. This can help to reset the remote and potentially fix the issue.

For detailed instructions on resetting your Roku remote, refer to this support article: How to fix your Roku voice remote that is not working | Roku.

If the issue persists, please provide the following information to assist further:

• The serial number/device ID of the Roku device paired with your remote.
• Is this the remote that came with that device? If not, kindly specify if this is a Voice Remote Pro or Voice Remote Pro (2nd edition).
• When and where did you purchase this?

We look forward to helping you get this sorted!

Thanks,
Jharra

[pseudonym]

> If the issue persists, please provide the following information

It is a voice remote pro 2nd edition bought via Amazon, about a month ago. As already stated it is a replacement for the remote that came with our Ultra. The Ultra is model 4800X, serial number X01000XFPL8G, device ID is S02A216FPL8G.

[RokuJharra-Q]

Thank you for your prompt response, @pseudonym.

We greatly appreciate the detailed information you've provided. Could you please confirm if the issue occurs while using the Roku mobile app? Additionally, may we know the make and model of your TV?

Your cooperation is greatly appreciated.

Thanks,
Jharra

[pseudonym]

Would you please clarify what you think the issue is, that we need to solve? The info you're asking for seems 100% irrelevant. I'm willing to go to the trouble if you can help me understand why it's necessary else we're just wasting everyone's time here.

[RokuJharra-Q]

Thanks for your reply, @pseudonym.

This issue has been reviewed with the appropriate team, and some additional information may be needed. We have also sent you a private message for assistance regarding this issue.

Looking forward to hearing from you soon.

Thanks,
Jharra