Remotes

[jerankin2]

Lately when I watch videos on the YouTube app, I've noticed that I lose the * key functionality on the remote on some videos, but not others. On many videos, the key operates normally, and displays the TV Settings flyout menu. However on other videos, the key is completely dead, no response at all. If an ad comes on to interrupt such a video, * key functionality is usually restored during the ad. However, * key functionality also disappears during some ads that interrupt videos in which the key was enabled. So far, no clear pattern has emerged. Anyone else seeing any behavior like this?

I've always noticed * key functionality varies from app to app, but heretofore, I don't recall seeing variation inside the Roku YouTube app from video to video. I recall the * key always being enabled.

[RokuCarly]

Thank you for posting here in the Roku Community, @jerankin2!

We appreciate you for bringing this to our attention. We would be happy to thoroughly assess your concern and help you find the best resolution. 

Is this only happening on the YouTube app? Have you tried this on a different app? Also, have you recently received any software updates? You can check it under Settings > System > Software update > Check Now.

In the meantime, we can try to reboot your Roku remote to see if this will make any difference:

If your voice remote uses standard AA or AAA alkaline batteries, you can reboot it by removing and reinstalling the batteries.

1. Remove the battery cover on the back of your remote
2. Remove both batteries from the battery compartment
3. Re-insert the negative (-) end of a battery first and then gently push the positive (+) end until the battery clicks into place
4. Repeat the previous step to install the second battery
5. Put the battery cover back on your remote

If your voice remote has a rechargeable battery, follow the steps below below to reboot your remote.

• If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
• If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home buttons simultaneously for about 20 seconds. 

For reference, you may check this support article for further troubleshooting steps: How to fix your Roku voice remote that is not working.

We'll be looking forward to your update.

Best regards,
Carly

[jerankin2]

Carly, I can get right to the crux of my issue with the following two links to separate YouTube videos. Video 1 plays with the * button disabled. I am unable to access the TV Settings menu.

Video 2 plays with the * button enabled, and the TV Settings menu is available.

I don't recall playing YouTube videos and losing the * button in the past. Do you get similar results on these videos?

[RokuCarly]

Thank you for the added information, @jerankin2.

I've attempted to use the star (*) button within the YouTube app, and the TV Settings menu always prompts. However, I haven't tried it on the videos you've provided. No worries! I will coordinate this with the appropriate team for further investigation.

With this being said, kindly provide me with additional information such as follows:

• Roku device model, serial number, device ID, and software 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)
• Channel version. (highlight the channel tile and press the star (*) button)

I'll be looking forward to your update.

Best regards,
Carly

[jerankin2]

Carly,

System info is TCL model 32S327, serial number YK00LD491738, software version 13.0.0 * build 24062-48.

Channel (YouTube) version 2.23 * build 115025174

Tracker ID is 38-273-445, but I had to use the Roku remote app on my tablet to generate this. The handheld remote would not recognize the 5 homes followed by 5 backs, and has no microphone. The remote in the tablet app appeared to ignore the microphone, but responded to 5 homes + 5 backs.

I did note the Roku app on the tablet also had a disabled * button on video 1 as that video is defined in a previous reply, so the problem is not specific to my usual handheld remote, but is also present in the remote in the Roku app on the tablet. It may thus be a deliberate feature of this video somehow, and possibly not a bug. You can still confirm that on your equipment to validate it.

[RokuCarly]

Thank you for providing us with the requested details, @jerankin2!

Rest assured that I will coordinate this with our appropriate team for further investigation. Once I've been notified of any updates, I'll let you know immediately.

Your continuous coordination, patience, and understanding are highly appreciated as we work on this.

Best regards,
Carly