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RokuNimfa-C
Retired Moderator

Re: Roku remote keeps losing tv power & volume controls

@pholagoo 

Thank you for following up with your details.  

I have forwarded the information to our Roku team for further investigation. Rest assured that we'll keep you posted once we have feedback on this. Thank you for your patience and understanding.


Regards, 
Nimfa

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schandler
Newbie

Re: Roku remote keeps losing tv power & volume controls

Same problem with the newest roku system with rechargeable remote. Keep losing power and volume control. i have four older versions and never had this problem.

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RokuNimfa-C
Retired Moderator

Re: Roku remote keeps losing tv power & volume controls

Hi @schandler

Thanks for letting us know about the issue you are experiencing with your Roku remote. 

Some of our users reported they have resolved the issue by pressing both up and down volume at the same time on their Roku remote. Or may also try the suggested steps found here on this page

If still no luck? Kindly keep us posted and provide us the following information we have requested, for us to be able to pass it along to the appropriate Roku team who are currently investigating this issue further.


Regards, 
Nimfa

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Condoman44
Newbie

Re: Roku remote keeps losing tv power & volume controls

After some frustration I found this posting and it fixed my problem, Thank you.

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pholagoo
Channel Surfer

Re: Roku remote keeps losing tv power & volume controls

@RokuNimfa-C 

Glad this method works for some, but it still doesn’t correct the problem for me.  Maybe instead of suggesting a workaround for a firmware issue, you could...fix the firmware issue?  Your customers shouldn't be expected to exploit quirks in your remotes in order to proceed when your team is failing to fix a fault in your product.  This has been an issue for some users since June/July of last year, is it really that difficult for your developers to sort out?

Dpak
Reel Rookie

Re: Roku remote keeps losing tv power & volume controls

My serial # X0170073YGGY

Volume and Power buttons not working for almost 2 weeks on my Samsung TV did almost everything available on web.

May be its glitch in your update or something please fix ASAP 

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lohphat
Streaming Star

Re: Roku remote keeps losing tv power & volume controls

After forcing the remote firmware 6 weeks ago things were solved.

Until today.

The volume and mute control problem returned after 8 weeks of stability.

I forced the firmware update again to solve the problem.  It took 8 seconds per percent to update the remote. almost 15 minutes to update. Then the volume controls returned.

Sill running 4190 of the firmware.

Something IS BROKEN with the remote environment where it becomes unresponsive.

Just acknowledge the problem and stop gaslighting the issue.

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RokuNimfa-C
Retired Moderator

Re: Roku remote keeps losing tv power & volume controls

Hi @lohphat

Thanks for your post. 

Our support team is closely investigating this issue on your Roku remote. Would you mind providing the following details below so we can forward them to our support team:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • What are the steps to reproduce the issue you are seeing?
  • 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)

We apologize for the inconvenience this caused but we appreciate your understanding and cooperation while we work on resolving this issue. 


Regards, 
Nimfa

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lohphat
Streaming Star

Re: Roku remote keeps losing tv power & volume controls

Model: 3321X
Serial: X01700X4GX8G
Version: 11.5.0 build 4312-CU
Device ID: S09T4194GX8G
Remote:RC701
Firmware: rtn.4198  (was rtn.4190)
Tracking ID: 8G-144-690

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makaiguy
Community Streaming Expert

Re: Roku remote keeps losing tv power & volume controls

Problem: Roku Voice Remote that intermittently loses ability to send infrared Volume, Mute, and Power commands to the TV

This problem recently cropped up with my Voice Remote Pro after over a year of use.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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