Remotes

[Tivoburkee]

Return it or exchange it. If you want it working today, go to the local Walmart, Target, or Best buy and get as cheap universal remote that controls Roku's. Benefit of universal it will control your tv volume too, unlike the simple IR roku remote. You also purchase separately the Wifi Roku Voice remote, or voice pro. 

[RokuDanny-R]

Hi Community users,

Thanks for posting in the Roku Community regarding the issue you are experiencing with your Roku device remote controlling the TV and power of your TV.

We previously rolled out an update to remotes that should have resolved the issue you are experiencing. If you are still experiencing an issue, can you please verify that you have the remote firmware 4198. This information can be found in Settings > Remotes & devices > Remotes > your remote > About.

If your remote has firmware 4198 and you are still experiencing an issue with intermittent control of your TV power and volume, 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)
• remote firmware
• 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)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.

Thanks,
Danny

[lohphat]

There's a NEW problem with 4198 --  intermittent "stuck" buttons.

I've had the power button (IR) and a direction button (RF) "stick" as if it were held down.  I can see the IR LED signaling via my smartphone camera -- I have a video of the LED visibly signaling while I'm holding no buttons.

To stop the button signal, I just press another button and it stops. 

It's completely random and happens every few days.

[RokuNimfa-C]

@lohphat

Thanks for getting in touch. 

Can you provide with us the details posted by @RokuDanny-R? Once we have the information, we will submit them to the support team for further investigation. 

We look forward to hearing back from you soon.


Regards, 
Nimfa

[lohphat]

I have forced the remote firmware update again since the version changed to rtn.4198

This fixed the last version too.

If I were you I would not look at the remote firmware, but the system firmware process which pushes the updates during the normal method.  It may be corrupting the firmware so that by forcing the update via the secret update menu fixes the broken image the "normal" update process pushed.

[makaiguy]

@Raphaelfaria-

[Edit: sorry your fairly old post cropped up on my system as new.  But in case you're still hanging around ...]

First thing I'd try would be a restart of the Roku.

These things are just special purpose computers. Like their big brothers sometimes clearing things out by restarting them can correct problems. (Note that if yours is a Roku TV with "Fast start" enabled, turning it off and back on just puts it into and out of a standby state and does NOT give you a complete restart.)

Depending on your Roku model and Roku version number you'll find the "System restart" option under "Settings > System > Power" or if not there, under "Settings > System".

If a restart doesn't do it, or if you don't have sufficient control with the remote to navigate the Roku menus, you can also restart by pulling the power plug to the Roku for a few seconds then plugging it back in and waiting for it to restart.

[lohphat]

Well... even after forcing the OTA firmware update it happened AGAIN.  Stuck power button IR LED. Hitting any other button cleared the issue.

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

3821X - Streaming Stick 4k+
X01700X4GX8G
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)

8G-158-568

[RokuNimfa-C]

@lohphat

We're sorry if you are seeing the problem again on your Roku remote. Rest assured that I have provided all your details to our Support team to help them investigate further on this matter. 

We appreciate your patience while we work to resolve this issue.


Regards, 
Nimfa

[lohphat]

It just happened again:

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)

ID: 8G-159-196

Previous IDs for same issue: 8G-157-033

[lohphat]

Now a new behavior with rtn.4198  the remote seems to be restarting at random even with a sufficient charge.

I'll get the "Hands free voice OFF" message on the screen in the middle of a video when the remote isn't even being touched.