Remotes

[AJ_42]

Something has changed recently.   I used to be able to control the volume of my Bluetooth headphones on my Streambar via the volume control on the standalone (not mobile) remote. Now this no longer works and volume can only be controlled on the actual headphones.  This is not desirable, please bring back managing the volume of my headphones via the remote. 

[RokuJharra-Q]

Thank you for posting in the Roku community, @AJ_42!

We understand that you're experiencing issues with the volume control on your Bluetooth headphones. Could you please let us know when the issue occurred and provide the type or model of your Roku remote?

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[AJ_42]

Model : Roku Streambar 9102

connecting previously paired Bluetooth headphones used to briefly show the volume icon on the top right with a number indicating the volume setting at the time of the connect.  Now the volume icon still briefly shows but there is no number, just the headphone icon without any number.  

I can no longer use volume raise or lowers from the Roku remote as I used to to change the volume of my headphones.   My Bluetooth headphones have independent volume controls on the headphones themselves which I can use, but I didn’t have to use this last week.  The problem just started happening this last Thursday?   

I will try different Bluetooth headphones and the mobile remote and deleting and re-adding my Bluetooth headphones later this week to see if this provides more data points.  

[RokuJharra-Q]

Thank you for your reply, @AJ_42!

We appreciate the information. We also recommend trying a different Bluetooth device to see if it's working. Please keep us posted, and we'll look into this issue and pass along this feedback to the appropriate team. Also, we would like to know if there have been any recent updates before this issue occurred. Is this only happening on specific Roku devices?

We'll be anticipating your response.

Thanks,
Jharra

[AJ_42]

I was traveling and could not get to this until now.  

I’ve now done enough socratic testing to understand what has changed.  The capabilities profile on my Bluetooth devices is now being read and used where it wasn’t before. 

I’ve tested 3 different wireless headphones and a wireless speaker (but added via the wireless headphones menu).  Forgotten and re-paired. 

Nothing has changed for the user experience when using  AirPods or other Bluetooth devices that don’t include physical buttons to raise and lower volume. These all work as before. The Roku remote can be used to change the volume. 

What has changed is that for devices that have their own physical volume controls, these physical buttons must now be used and the volume controls on the Roku remote is no longer working while the Bluetooth headphones that have physical buttons are connected (either via the soundbar or paired with a mobile remote)

My guess is that my Bluetooth devices each have a capabilities profile that is exchanged and the Roku software has changed to use this profile and now forces users to use these physical buttons to avoid a user problem when the manual setting on the Bluetooth device is set too low or off, as the Roku remote volume control would act broken.  My problem is that I still prefer using the remote. 

This change happened at the last update to 14.0.4 build 12221 on 10/11

Not sure this is a bug, just a change and it avoids a specific user experience that is difficult to debug for the average user (on device controls have set the volume too low)

If it bothers me I can switch to my AirPods (or other headphones without their own physical volume controls) or use the physical buttons on those headphones that do. 

[RokuJharra-Q]

Thank you for keeping us posted, @AJ_42!

We also suggest resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try to utilize the Bluetooth feature to see if this makes any difference.

Please provide the following information so that we can assist you further.

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• 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)

Thank you for your cooperation!

Best regards,
Jharra