Roku Device Features, Settings & Updates

Help configuring Roku device settings, using Roku OS features such as screen mirroring, adjusting display type and audio settings, using Guest Mode, and assistance with software updates.
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Arqane
Level 7

Not buying another Roku... it's a shame, but here's why

I've had a Roku player for 4 or 5 years.  It's a Roku 2, and I've been very happy with it.  For the most part, it's worked quite well all this time, and it's been the only device I needed for my TV... I don't even have cable.  There were minor issues, like Netflix icons disappearing if the device was left on for long periods of time, but that was solved with a simple reboot.  Then more recently, starting about a year ago, every once in a while it would randomly start playing something without anyone playing with the remote.

Now, as I've heard, it's likely from an app that's easy to connect to various players.  People use them as practical jokes, etc.  I had also considered that someone next door had a remote that just happened to be within range.  Or the possibility of a general router/network hack.  Even though it's a security issue, they can be dealt with... as long as you can communicate with customer support.  So today I walked in on a porno playing randomly on my TV.  Yes, I'm sure I didn't turn it on, and there was no one else home.  I might have gotten a chuckle about it, but I have a young daughter who I'd rather not have that surprise.  So I went to secure my router and Roku player to make sure it doesn't happen again.

My internet provider's customer support was fine.  Then I came over to Roku support, which is automated to give you the run-around for anything but a few specific questions and devices.  I understand that my device is old enough to be out of the support window.  I would have been fine if I could have contacted someone for them simply to say that it's a known problem, but the Roku 2 and before aren't supported any longer, so I would need to upgrade for safety features.  I would have understood and bought a new player.  I've done tech support, and I understand filtering and how it keeps costs down.  But the seriously annoying difficulty to get someone for a general question is a problem.  I spent a while going through menus, having to lie about my player to get any answers, only to give up out of annoyance after about 5 minutes.  I tried online chat, too, which had a bit of a wait, and kicked me out because the page didn't allow me to open a new window through the browser, and kicked me off the chat.  I didn't want to wait again.

So although I was quite happy with my device for years, the price was great, and it had everything I wanted... the abysmal customer support options mean that I will be going to one of the other companies that provides the same type of device instead of another Roku.
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5 Replies
twiceover
Level 10

Re: Not buying another Roku... it's a shame, but here's why

Turn off screen mirroring. Problem solved.
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RokuShawnS
Level 10

Re: Not buying another Roku... it's a shame, but here's why

We apologize for the issue!  We'd be happy to assist you.  As twiceover stated, turning off screen mirroring should prevent that from happening again.  If you need any further help, feel free to contact me via a PM.
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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Arqane
Level 7

Re: Not buying another Roku... it's a shame, but here's why

Didn't seem to be a screen mirroring issue.  It didn't look like it was being cast from another screen, but just chosen remotely.  After a cursory look at the app remotes, I'm guessing either one of my few friends with my router password, or some random hacker got on the network and played it through one of those remotes.  I don't know if they did it blind, or if any remote apps have feedback.  They might have just gotten lucky finding something rather inappropriate.  While I did find the option to turn off external control, and that was likely the problem, it remains to be seen if that was what happened.  Also not great to have that on by default for non-tech-savvy users who might really be angry for their TV just randomly turning on porn.

And while I appreciate the attempt to help, and there would probably be plenty of CSRs who would kindly look into it, it just glosses over the problem.  The automated support system in place does too much filtering for someone to get general answers.  I understand it not being easy, and making people go through a couple menus if you want to keep the number of CSRs that need to be paid down.  But at some point you should have the ability to talk directly to someone, without having to guess fake answers and constantly being told: go look up the troubleshooting on the website (which was quite pointless).
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RokuShawnS
Level 10

Re: Not buying another Roku... it's a shame, but here's why

That's partially why these forums exist.

The mirroring option should negate your issue completely.  I spoke with a number of CS members and The Powers That Be regarding your issue, and they all said the same thing.

I also understand that you have an older model, which is no longer officially supported, so I understand your frustrations with our support site.  I would be too as a consumer.  But again, that's why these forums exist, and why I'm here.  Our community members have (and I make no bones about it) a very VAST knowledge of the Roku platform, and their advice and trouble-shooting methods are second to none.  I rely on them a lot because of their knowledge ... they can often head off issues before I can get to them in an official capacity.

I have direct contact with everyone involved internally in CS and other departments, and can elevate your issue with a single email or word.  I have the ability to file reports, start CS bug reports based on your issue, etc, without hesitation, and I'd be happy to help you with your issues.  If you can PM me with your contact information, I can submit a report to CS to have someone contact you directly.  I contacted everyone in Social and CS this afternoon when I read your post, so I could give you the most up-to-date information possible and make certain I didn't miss any known issues.

But the screen mirroring option is the most likely culprit of your particular situation.  I've seen this happen before.  Turning that option off has always resolved a situation like yours.

If it doesn't, then I desperately need to know about it, along with your serial, model, and firmware version so I can file a bug to get it investigated and fixed.
C. Shawn Smith
Community Liaison

------------
The Cosmos is all that is, and all that was, and ever will be. -- Carl Sagan
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twiceover
Level 10

Re: Not buying another Roku... it's a shame, but here's why

"Arqane" wrote:
Didn't seem to be a screen mirroring issue.  It didn't look like it was being cast from another screen, but just chosen remotely.  After a cursory look at the app remotes, I'm guessing either one of my few friends with my router password, or some random hacker got on the network and played it through one of those remotes.  I don't know if they did it blind, or if any remote apps have feedback.  They might have just gotten lucky finding something rather inappropriate.  While I did find the option to turn off external control, and that was likely the problem, it remains to be seen if that was what happened.  Also not great to have that on by default for non-tech-savvy users who might really be angry for their TV just randomly turning on porn.

And while I appreciate the attempt to help, and there would probably be plenty of CSRs who would kindly look into it, it just glosses over the problem.  The automated support system in place does too much filtering for someone to get general answers.  I understand it not being easy, and making people go through a couple menus if you want to keep the number of CSRs that need to be paid down.  But at some point you should have the ability to talk directly to someone, without having to guess fake answers and constantly being told: go look up the troubleshooting on the website (which was quite pointless).


External control is perfectly safe unless your network is compromised which is a much bigger problem than just playing things on your Roku. I do agree that screen mirroring should be off by default or at a f'ing minimum a pairing password required.
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