Remotes

[Candler72]

After last update 13.1.4 my Roku Ultra is no longer working with my 3rd party IR remote. I need this as my display does not work via CEC so the Roku remote won’t control it. Please help

[RokuArjiemar · Accepted solution]

Hello! @georgia0, @Candler72,

Thank you for your post in the Roku Community!

We appreciate you bringing the issue with the latest software updates affecting the third-party IR remote to our attention. We are pleased to assist.

We would be happy to investigate further, but we need further details. 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)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• 3rd party remote make/model

Once we have this information, we can pass it along to the appropriate Roku team for further investigation.
We look forward to working with you to help resolve this issue.

In the meantime, the least invasive reset method is to restart the system. You can unplug your Roku device for 30 seconds and plug it back in.

Then try to reset it again for TV control; for more information, visit the article with instructions on setting up your Roku voice remote to control your TV or fixing TV control issues.

Thanks,
Arjiemar

[Candler72]

I have tried removing power and that doesn’t seem to help. It just doesn’t accept any IR commands from my 3rd party remote. Roku remote will not control my display as it does not have CEC. It s a commercial display

Model 4802X-Ultra

Serial # X01000DY7H82 

software ver- 13.14 build 1510-C2

Device ID- S0DA22AY7H22

Tracker Number 82-312-585

[Emissary35]

This is unacceptable to cause such an inconvenience to customers. Roku always breaks things with their updates. To have something functioning just fine like an app or a remote then suddenly an update occurs and it won't work anymore is very frustrating.

Roku needs to properly test updates before forcing them on users, it would also be helpful if you could rollback updates to solve the problem until it is fixed, but of course the nice people at Roku will not allow you to do that.

[gperkins]

Yeah, that's one of the reasons I switched most of my tvs to Apple TV.  13.x seems to be a train wreck.  13.0 made the remote on my ultra stop working, now 13.1.4 made the entire device useless.  My other 2 Roku devices are fine.

[Candler72]

I have Apple TV on other TVs in the house. Maybe it’s time to phase Roku out of the house. 

[Candler72]

I sent you all the information and no reply!!! Come on, fix the issue!!!!