Remotes

[user666]

Hi

I have a Sharp TV with Roku built in. The standards remote works fine but we needed a voice remote. I have got a RC786 remote which can pair up and use all its buttons, but voice is not heard. I have tried re=pairing many times but I still see the message "Sorry, unable to receive audio from your remote control. If this continues, try pairing your remote control again"

TV version:14.1.4 Build 7708
Remote firmware version: rtn.4246

From info at https://support.roku.com/en-gb/article/208755708 I even created a separate 5G only SSID and set the TV up on that. I re-paired the remote and it still does not have voice. It still shows the error message "Sorry, unable to receive audio from your remote control. If this continues, try pairing your remote control again"

Please can you help before I send my remote back for a refund ! Thanks

[JWS9518]

Make sure the voice button on the side of the remote is up and displays a green color.

[RokuJharra-Q]

Greetings here in the Roku Community, @user666!

We appreciate you flagging this Roku voice remote issue, and we are here to help you with it. To help us further assist you, could you please let us know the following: 

1. The serial number of the Roku player to which this remote is paired.
2. Is this the remote that came with that device? If not, kindly specify if this is a Voice Remote Pro or Voice Remote Pro (2nd edition).
3. Is there a pairing button at the back of the remote?

In the meantime, please reset the remote by pressing and holding the Back/pairing button and the Home button simultaneously for about 20 seconds. After that, pair it again and check if there is any difference.

We'll wait for your update.

Thanks,
Jharra

[user666]

Hi

Thanks for the welcome
The TV info is
Sharp Model: 55GJ4x25K
Hardware ID: GE30X
serial number: X01900XN7UG0
SOftware Version: 14.1

The remote is
From Amazon
Manufacturer: Roku
ASIN: B0BMK9G6QV
Item model number: RCA1R

From TV:
Model: RC786
Firmware: rtn.4246

This was a new remote, purchased via Amazon. Your links do not work, but it has the reset button at the back of the remote, and the mic is under the on/off button. Similar to https://www.roku.com/en-gb/products/roku-streaming-stick-4k

I have reset the remote, then re-paired the remote with the TV (twice !) and it still has the same issues that the voice is not being sent to the TV. I got the message flash up on the bottom of the screen with the speech bubbles and examples of what to say ie Open Prime Video, SO the TV is "seeing" the remote as a voice remote.

All of the other buttons on the remote work fine, even the voice button is "seen" but I still see the message "Sorry, unable
to receive audio from your remote control. If this continues, try pairing your remote control again"

I am techy savvy and have been in the computer/network/electronics side of things for my career. So flashing firmware, etc does not pose a challenge.

Please can you help ?
Thanks
Keith

[RokuJharra-Q]

Thanks for the reply, @user666!

Please be informed that the appropriate team is fully aware of the random pop-up notification on your Roku voice remote. In the meantime, the team is finding you the best resolution for this, and since you are experiencing the same thing, we'd be more than willing to include your device in the correction process. 

With this being said, kindly provide us with the following details below:

• Tracker ID (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'll be anticipating your response as we are more than eager to help you resolve this.

Thanks,
Jharra

[user666]

Hi Jharra

Sorry for the delay, its been a bit festive in our house, 5 kids and 5 grandkids with another on the way !!!

Serial number is X01900XN7UGO ( S195G47N7UGO )

Software version: 14.1.4 build 7709-GU

GC version: 12.8.19

Timestamp 2024-12-30T09:43:53Z

Issue ID GO-524-743

Thanks

Keith

[user666]

Hi Jharra

The issue is NOT the pop up, but the lack of voice going from the remote to the TV.

Happy New Year

Keith