Remotes

[RokuDanny-R · Accepted solution]

Hi everyone,

Thanks for the post.

Please provide us with the following information so we can investigate the issue further:
-what remote model (found in Settings > Remotes and Devices > Remotes > select the remote > About > Model)
-software OS/version (found in Settings > System > About)
-did your remote control the TV before?
-make and model of TV?
-are you connected to an AVR?
Once we have this information we will be able to pass it along to the appropriate team.

Thanks,
Danny

[NotHI]

Roku device model - 4660x - Roku Ultra
-serial number - YJ00C1753569
-device ID - CK488C753569
-software OS/version - 10.00 build 4198-46
-remote model - RC193
-TV brand and model number - Samsung UN55JU7100

Have tried multiple ways of getting the remote to work, and have found nothing to fully resolve - volume and tv power off still are inop, but have noticed that I can get the tv to power on when using the Home, up arrow, *, ffwd, rwd, and any special channel button (but not the actual power button).

System Update 28 June 21 - didn’t fix this issue.  Build 4209 wasn’t a solution on my Ultra.  Has now had issues almost 2 months.

[Margaretmg]

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@RokuDanny-R wrote:

Hi everyone,

Thanks for the post.

Please provide us with the following information so we can investigate the issue further:
-what remote model (found in Settings > Remotes and Devices > Remotes > select the remote > About > Model)
-software OS/version (found in Settings > System > About)
-did your remote control the TV before?
-make and model of TV?
-are you connected to an AVR?
Once we have this information we will be able to pass it along to the appropriate team.

Thanks,
Danny

---

Hi my volume doesn’t work, everything else does, the information is:8121x,tick:32s331:serial:yk00jg682856:software:10 0 0 build4213-48uptime:3days9hour39minutes:Roku tv support:support Orr.tuck.com/us:I’d:npno8j682856:up address:192.168.0.101:wireless MAC address:d4:an:cd:be:40:c3

[Staudie]

Here you go Danny,

- RC411
- 10.0.0 build 4209-46
- Yes (worked when connected to TV & AVR)
- Pioneer PRO-151FD
- No/Yes (Dosent either way)

Also the power button doesnt send IR codes.

[VAR]

Danny

so where is the fix

[VAR]

Still no fix

as my Roku devices go down I’ll start replacing them with other brands !

[jonbonjovial]

yup, no fix available to me either

[divan]

I did all of the steps as asked. My remote still doesn't work.
Here are my settings

Model: 4660X - Roku Ultra

Software Version: 10.0.0 Build 4209-46

Yes, the remote controlled the TV before

Make and Model of TV: Sharp - LC-32GP2U

Not connected to AVR

[Kcrews28]

Software Version- 10.0.0 (July 2)

Build- 4209-55

Model- 3800X

Serial Number- YF0089262122

Device ID- CT37A8262122

TV Model- insignia 32" LED TV

Worked fine until this past week. I kept thinking there was something wrong with the batteries. I have tried to Repair the remote to the TV over eight times. It is just a regular Roku voice remote. I'm not sure what else I can try to do. It appears the only thing not working is the volume controls.

[chadrick0187]

Beginning Friday (July 23), I am unable to use any controls once a video begins streaming. This is on a TCL 55R6245 with a Logitech Harmony 665 remote (and the factory remote - same issues on both). 

• I can turn the TV on and navigate the home screen and click to open apps. The remotes work fine doing this.
• If an app plays video when it first opens (YouTube TV, Netflix), the remotes become a brick. I cannot play/pause/exit...nothing. I also can't turn off the power...nothing works at all.
• If an app has a selection screen for an account or content (Disney+, Hulu, HBO MAX), I can navigate this screen. Everything works fine until a video begins streaming. Then the remote bricks. 
• The same happens with our Logitech Harmony 665 and with the factory remote. The Logitech remote has had no issues at all since we purchased the TV in Feb 2020. 
• I CAN control everything with the phone app. This is the only way I can exit and return to the home screen. Once I am on the home screen, the remote will work again until the next video stream begins.
• I tried restarting the TV, a factory reset of the TV, and a factory reset and reinstall of the Harmony remote. Nothing works. Only the app will allow me to control anything once a video starts streaming. 

This is extremely frustrating - My wife and I can use our phones, but my kids (7 &8) cannot have access to our phones every time they want to pause or change content.  It's also causing our $70 remote to only control the sound bar once we begin a show/movie because we have to use our phones to control the Roku TV. 

-Remote Model: Using a Logitech Harmony 665 that has worked flawlessly since we bought the TV in February 2020. I also tested this with a Roku ultra remote from our other TV and it did the same thing, so it is not the Harmony remote. 
-Software version: 10.0.0 - build 4209-88
-did your remote control the TV before? Yes, it has always worked perfectly until Friday night (July 23)
-TV Make/Model: TCL 55R6245
-Connected via optical cable to a Sony sound bar