Remotes

[JRJ]

I have 3 different Roku devices on 3 different tv's.  When volume goes up or down, only way to restore is to change the channel.  I contacted Xfinity to see if a streaming issue with their software, but it was not. Here is what they said on Oct 19. 

I received at message from XfinityJohnG around Oct 19th.  (@user_bqtuu7).  "Right now the latest information I found on that volume issue is, that it is not a Xfinity issue, and it isn't isolated to the Xfinity Stream app, that issue may occur with other apps on the Roku.  Roku has confirmed this is an issue on their end, caused by a software update to their devices that they initiated.  Roku is working to resolve it, but it may be several months before a fix is implemented."

Roku needs to roll back their software version to prior to March 2023 and test to see what software changes they made.  

[RokuCarly]

Thank you for raising your concern here in the Roku Community, @JRJ!

No worries. We're here to find you the best resolution possible. 

May we first know if this happens to all of your Roku streaming devices? Also, does this also happen on a specific channel? Furthermore, we highly suggest resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds and then re-pairing it again. In addition, perform a system reboot on your affected devices by navigating to your Home screen. Scroll up or down to press Settings > System > Power (skip if unavailable) > System restart.

Please let us know what you find out, and we'll go from there. We'll be looking forward to your update!

Best regards,
Carly

[JRJ]

Yes it happens to all my different model Roku devices that are attached to different model tv's.  It is not a specific channel. I did the steps your requested but it continues to happen.  It may work properly a day or two, then does it again.  Evidently, a software update caused the issue.  I had no problems prior to around March 2023.  I have sent in multiple "Issue report tracker's "with time stamps.  Only way I know to prove it to Roku is to try and load an older version of the software until we find one that works.  Then you can make a comparison to see what was changed.

[RokuERey]

@JRJ,

Thanks for getting back to us.

Could you share the current version of your TV with us? This case can be found by navigating to Settings>>System>>About.

Keep us posted.

Thanks,

Rey

[cloud216merlin]

Hi, my remote (with batteries still testing 'good') looses it volume completely.  It has happened three times this year and the 2nd time I wrote to them.  I did replace the gppd batteries and them the volume came back.  It has happened 'three' times this year and just happened again this past Saturday evening; 11/25/23.  

Reading your remarks this sounds like a ROKU responsibility and they need to replace my remote and yours!

[RokuERey]

Hi @cloud216merlin,

Thanks for joining us here in the Roku Community!

We'd like to help! Is this the remote that came along with your device? When you say "loses its volume completely," is it the same as what the other mentioned? Does pressing the volume button go all the way down and won't come back?

Please let us know more about this so that we can further assist you.

Thanks,

Rey

[JRJ]

I do not know how many times I have to tell the same story.  Obviously, nothing is going to be done about the issue.  I have spelled it out several times.  Just go back and read my posts.

[RokuERey]

@JRJ,

We need to know the current version of the device that has an issue. In order for our team to take a closer look into it.

We have validated your reports previously, and this seems to be happening on the previous version. We'll need to check if this is an issue for the new software build. 

In addition to this, the details below will help.

• 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 5 times, followed by the Back button 5 times, and provide us with this ID).

Thanks,

Rey

[JRJ]

Attached is the information you requested.  I even tried the changing the volume settings from none to leveling but that had no effect on my issues.  This is happening to all 3 different Roku devices, however the one in the kitchen is most used that is why I am able to track this more frequently.  

Roku Volume Issue
					Software	GC
TV	Location	Model	Serial #	Tracker ID	Version	Version	Build	Time
Hitachi	Basement	3800X	CT3921734374	74-069-996	11.5.0		4312-55	2023-02-18
				74-077-326	11.5.0		4312-55	2023-02-23
LG	Kitchen	3810X	21507F083682	82-064-826	11.5.0		4312-50	2023-02-15
				82-074-604	11.5.0		4312-50	2023-02-21
				82-071-479	11.5.0		4312-50	2023-02-19
				82-107-316	11.5.0		4312-50	2023-03-16
				82-174-963	11.5.0		4312-50	2023-05-02	T12:03:15Z
				82-240-038	12.0.0	9.3.516	4184-50	2023-06-16	T16:38:54Z
				82-272-865	12.0.0	9.4.20	4184-50	2023-07-09	T11:45:54Z
				82-275-755	12.0.0	9.4.20	4184-50	2023-07-11	T11:55:51Z
				82-276-396	12.0.0	9.4.20	4184-50	2023-07-11	T22:36:09Z
				82-476-609	12.5.0	10.2.518	4178-50	2023-11-27	T23:29:45Z
				82-484-958	12.5.0	10.3.24	4178-50	2023-12-03	T18:38:15Z
				82-485-269	12.5.0	10.3.24	4178-50	2023-12-03	T2349:50Z
Samsung	Bedroom	3810X	21313F973200		11.5.0		4312-50
TCL Roku TV	Study		No Problem noticed	14.1		0404-23	2023

[RokuERey]

@JRJ,

Thanks for getting back to us and for providing with us these details.

We'll take it from here and we'll forward this over to the right team for further investigation. 

Once an update is available about this we'll make sure to forward it here.

Best regards,

Rey