Remotes

[suzpe]

I just got the Roku Ultra 4k and set it up and I am having this issue.  I checked and my system is up to date with the latest version of the software.   I turned off the ability for the remote to turn on the TV.   The only way to stop this from happening is to unplug the Roku, which is ridiculous.  I have searched and I do not see a resolution for this issue anywhere.   I see a lot of suggestions but I have tried those and nothing worked.

[RokuNimfa-C · Accepted solution]

Hello @suzpe, 

Welcome to the Roku Community. 

We believe you have a Roku Voice Remote Pro, have you tried re-pairing the remote and see if it helps? Have you already checked the  1-touch on your remote, try disabling it, and then observe if you continue to see the issue? Could you also share with us what troubleshooting steps have you already taken to try to resolve the issue?

For more information about the details above, visit our Support page here:

How to fix your Roku voice or simple remote that is not working
Why does my TV switch to a different device when trying to use my Roku® streaming player?

Keep us posted on what you find out. 


Regards, 
Nimfa

[suzpe]

I have not tried to repair the remote yet.  I have disabled one touch.  I have restarted the device.  I have unplugged the device and when I do that, the TV is not turning on by itself anymore.  

I find it hard to believe that repairing the remote will fix this but I can try that next.   

[RokuNimfa-C]

@suzpe 

Thanks for getting back. 

We can isolate the issue by trying all possible troubleshooting steps. Kindly keep us posted on what you observe after you re-pair the remote to the Roku device. And also let us know when did you start seeing the problem? Lastly, make sure that the cables connected to your Roku device and to the HDMI are firmly connected. 

We look forward to hearing back from you soon.


Regards, 
Nimfa

[suzpe]

Repairing the remote did not resolve the issue.  I am going to return the Roku device and close my account.

[RokuNimfa-C]

@suzpe 

Thanks for testing the suggested step. 

We apologize it doesn't help the issue you are experiencing with your Roku device. Can you please provide the serial number of your Roku device from Settings > System > About? I'll be able to pass it along to our Support team who can assist you further.


Regards, 
Nimfa