Roku Mobile App

Help with the Roku Mobile app on Android and iOS, adding channels, using remote control functionality, playing content from The Roku Channel, using Play on Roku, mobile private listening, and more.
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Level 7

Roku mobile app private listening not turning off?

If I listen to the TV using private listening and forget to go back to normal listening before I leave for work in the morning how can my wife get the TV working again when I am gone? I have her phone also setup to work the Roku, but if I start private listening it stays on even if try to turn it off and on with hers. This isn't a popular thing when it happens....

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Community Manager
Community Manager

Re: Roku mobile app private listening not turning off?

@ColoMark Thanks for the note here. Restarting your Roku device from Settings>System>System restart should resolve that. I'd like to gather more information about the issue to pass along to our team.

- What model of Roku do you own? (Settings>System>About) 

- What brand/model of mobile device are you using? What version of software is it running (Android or iOS)?

- What version of the Roku mobile app do you have installed? 

- What streaming channel(s) are you using when you start private listening? When you leave for work without disabling private listening in the app, do you stop playback in the channel?

- What brand/model is your wife's phone? What version of software is it running (Android or iOS)? 

- What version of the Roku mobile app does she have installed? 

With more information, we can continue looking into this. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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Level 7

Re: Roku mobile app private listening not turning off?

Settings > System > System Restart does work to fix it. 

 

What brand and model of Roku TV do you own? (Settings>System>About) Roku Ultra 4660X

- What brand/model of mobile device are you using? What version of software is it running (Android or iOS)? Google Pixel 4 running Android 10

- What version of the Roku mobile app do you have installed? V6.2.2.333206

- What streaming channel(s) are you using when you start private listening? When you leave for work without disabling private listening in the app, do you stop playback in the channel?

Normally Tablo, but I was just testing it with the Roku menu and it is the same there. Normally I back out of the app to the Roku menu and then turn off private listening, but sometimes I turn off the TV first and forget to turn off private listening. 

- What brand/model is your wife's phone? What version of software is it running (Android or iOS)? 

Google Pixel 2 running Android 10

- What version of the Roku mobile app does she have installed? V6.2.2.333206

 

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Community Manager
Community Manager

Re: Roku mobile app private listening not turning off?

@ColoMark Thanks for the details.

Just to confirm, you observe the issue occurring when you simply turn the TV off without exiting the channel or turning mobile private listening off? 

If you make sure to exit the channel, and disable mobile private listening before turning the TV off, does functionality work as expected? 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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Level 7

Re: Roku mobile app private listening not turning off?

If I disable private listening then turn the TV off we are fine. It is if I forget to exit private listening that I have a problem. She then can't hear any sound or turn private listening off with her remote. The system restart you suggested is a work around, but takes time to reboot. 

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Community Manager
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Re: Roku mobile app private listening not turning off?

@ColoMark  Thanks for confirming. I tried testing this scenario on the same model of Roku device, suing two different Android devices, and I'm not able to reproduce the issue. A few more questions here: 

- What brand and model of wireless router are you using? Is this a wireless mesh system? 

- Have you tried removing the Roku mobile app from both phones, rebooting them along with the Roku device, then adding the mobile app back once more? 

- Are you signed into the mobile app using your Roku account. You can confirm this by visiting the 'More' tab of the app, and looking under the 'Account' section. 

- When you are using private listening before leaving the house, is your wife's phone using the mobile app and connected to the Roku player, or does she connect to it later after your phone is out of your wireless network's range? 

As a last troubleshooting step, you might try performing a factory reset on the Roku device (Settings>System>Advanced system settings>Factory reset) to see if the issue persists from there. We don't typically recommend this step due to the inconvenience involved in channel logins, but it would be one method of verifying if the issue persists when the device is set up again from scratch. 

Please keep me posted from there, and we'll continue looking into this. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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Level 7

Re: Roku mobile app private listening not turning off?

>So are you saying that if you have Private listening on and that phone leaves the area without turning private listening off,  a second phone in the house that is logged into the same account can turn off private listening?

- What brand and model of wireless router are you using? Is this a wireless mesh system? 

It is a Ubiquity wireless mesh system, but the Roku is hardwired. 

- Have you tried removing the Roku mobile app from both phones, rebooting them along with the Roku device, then adding the mobile app back once more? 

>Yes

- Are you signed into the mobile app using your Roku account. You can confirm this by visiting the 'More' tab of the app, and looking under the 'Account' section. 

>Yes this is confirmed. Both phones can control the Roku fine. The only problem is when one of the turns private listening on the other phone can't turn it off even if I have the other phone try to turn it on and then off. 

- When you are using private listening before leaving the house, is your wife's phone using the mobile app and connected to the Roku player, or does she connect to it later after your phone is out of your wireless network's range? 

> She never uses private listening or the app for that matter. I was just trying to use it on her phone to show her how to turn private listening off when I forgot and left.

>She connects it later. She never uses private listening. I was just trying to use it on her phone to turn private listening off when I forgot and left.

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Community Manager
Community Manager

Re: Roku mobile app private listening not turning off?

@ColoMark  Thanks for the extra details. Does the same issue occur if you connect the device to your network via a wireless connection? 

 

Cheers,

Tanner

Tanner D.
Roku Community Manager
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Level 7

Re: Roku mobile app private listening not turning off?

The same problem happens when I switch the Roku to wireless.

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Community Manager
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Re: Roku mobile app private listening not turning off?

@ColoMark Thanks for confirming. 

To clarify a bit more, if mobile private listening is active for the same Roku device on more than one mobile device (we support up to four at once), another device is not able to turn private listening off entirely, it can only turn the feature off on that specific mobile device. When there is only one mobile device connected to the Roku device using this feature, it should then be able to turn the feature off entirely, and return audio back to the device/TV's speakers. 

I did test this scenario with an LG phone and a Pixel 3, and I was not able to reproduce the behavior. This leads me to believe this could be something to do with the version of Android your devices are running, or the network configuration that the Roku device is connected to, etc. I will pass your feedback along to our team to help take a closer look. If you could send me a private message with your Roku account email address, the serial number of your Roku device from Settings>System>About, recap the model and software details for both mobile phones, and the exact steps you take that lead to the issue occurring, this would be very helpful. We can continue investigating from there. 

 

Thanks again,

Tanner

Tanner D.
Roku Community Manager
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