Remotes

[RokuNimfa-C]

@lohphat, 

Have you tried to re-pair the remote to your Roku device? We also suggest you restart your Roku device to see if it helps the situation. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart.

We have provided this additional information to our Support team so they can look into this. We'll keep an eye on your update so we can relay this to them. 

Thank you for your cooperation. 


Regards, 
Nimfa

[lohphat]

I did that and it just happened again: power signal "stuck" pressing any other key stopped it.

This happens before the bounding Roku boot logo finishes.  So it's the remote firmware causing the issue.

Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)

Model: 3821X - Streaming Stick 4k+
Serial: X01700X4GX8G (S09T4194GX8G)
Version: 11.5.0 - build 4312-CU

remote firmware

rtn.4198

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)

Issue ID: 8G-162-918

Previous IDs for same issue: 8G-157-033, 8G-159-196

[GuileP]

My Roku Express 4k+ ser. no. is SOAH21AVWE11

model 3941X

I changed batteries yesterday and now it won't turn tv on or off, or control volume.  I reset it 3 times.

If i power up the tv then i can use the roku, but it won't control volume or tv power.

Please help.

thanks,

[renojim]

@GuileP, try going through the process again under Settings->Remotes & devices->Remotes->[voice remote]->Set up remote for TV control.

[GuileP]

@renojim 

Yup. when i did that (a few times) I always get the same result.

it asks is this an LG tv. answer yes

it asks do you hear the music?

The cursor is on 'no' and when I try to move it to 'yes' it takes a lot of clicks on the remote before i can move the cursor to yes.

after that, I continue thru the process, hearing the music at each step, and end up at 'could not connect' or something like that.

Thanks

[SatcomNerd]

I've noticed, since switching to the VR Pro, that the remote routinely forgets my TV control settings that are programmed through the Roku UI. 

Settings can be programmed once, and will be forgotten by the time the screensaver is triggered from inactivity. I then have to go through and re-learn, through the remote, my TV settings. And this will repeat several times per day. 

I've already replaced one remote with this issue, and this second one is becoming more frequent. 

I am using a Samsung TV with a 3810X and a RC795 remote on firmware rtn.4198. 

[RokuMary-F]

Hi @SatcomNerd,

Welcome to the Roku Community!

Thanks for posting regarding the issue you are experiencing with your Roku device remote. We're sorry to hear about the experience—that's not what we aim for.

Please be aware that we've passed along your concerns and information to the appropriate Roku team to investigate further. Once more information is available, we'll be sure to update this Community thread.

Your patience and understanding in the meantime is much appreciated.


Best regards,
Mary

[SatcomNerd]

Mary,

I am standing by. As an example, I've had to re-configure the TV controls on my VR Pro remote three times this morning. 

Samsung TV, option 5 during the music test. It's always the same option. 

[RokuArvyS]

Hi @SatcomNerd,

Welcome to the Roku Community!

We understand that you're having problems with TV control on your Roku Voice Remote Pro.

We need to collect some information on your Roku device so that we can get the best resolution for this issue.

• model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• firmware that their remote is running (Settings > Remotes & devices > Remotes > Voice Remote > 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)
• steps to reproduce the issue you are seeing

Thank you for your understanding.
Warm Regards,

Arvy

[SatcomNerd]

Roku Model: 3810X
Roku S/N: YH00D9345538
Roku Software Version: 12.0.0 Build 4184-50

Remote Firmware: rtn.4198

There are no steps to reproduce as it happens randomly throughout the day. I usually have YouTube playing in the background when I attempt to adjust the volume, but this occurs elsewhere on the Roku as well. 

I will then re-program my remote to work with my TV by selecting yes to confirm it is a Samsung, and then selecting TV Code 5 after the audio stops.