Roku mobile app

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AgentCPU0
Channel Surfer

Roku App Remote keeps disconnecting to the Roku device

First off, yes, I am serious, the title is accurate 

I've been having issues with the remote function of the Roku app. For some reason, it completely loses the ability to see my device, seemingly randomly. I can be either watching something, or actively navigating a menu, and it'll decide to just stop out of nowhere. The issue should just be to check my connection. Problem is, neither my phone, nor the Roku itself actually lose connection. I know this because if I turn my phone's WiFi off and back on again, it finds the network with no issue. And I've had times where the app can't find my device, and what I'm watching not only keeps going, but can load ads, finish said ads, and go back to my content, all while the app fails to see it. On top of that, looking at the indicator light, it isn't blinking like it would if it actually did lose connection, meaning it's the app that's failing, not my device, not my phone, and not my network 

If you're wondering why I don't just use an actual remote.... It broke. I could, in theory, repair the remote myself, given it's out of warranty anyway, but Roku decided to make it literally impossible to open it. And I don't want to spend $10+ if I don't have to

Here's where my question lies, and it's mainly directed at Roku themselves. How can you allow your own official app to fail this hard? I'm actually serious, if you cared about making your app worth your customers time, you'd make sure it's reliable. But you didn't, and given how much Roku devices cost, it doesn't surprise me quality control on an app is as bad as it is. I am very disappointed, and given you basically have little to no competition, there's not really any other company I could empty my wallet to instead of you 

Labels (1)
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5 REPLIES 5
RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Roku App Remote keeps disconnecting to the Roku device

Hey, @AgentCPU0.

Thanks for flagging this issue to us!

We see that the Roku Mobile App keeps disconnecting from the Roku device. We're here to help!

To help us investigate, could you share some info here?

  • Roku device model, Device ID, and Serial Number ( It can be found in Settings > System > About)
  • Tracker ID (Press Home five times then press Back button five times)
  • Roku Mobile App Version
  • Phone Brand/Model
  • Android/OS Version

Please get back to us soon!

Roku Community Team

Emmanuel-D.
Roku Community Moderator
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AgentCPU0
Channel Surfer

Re: Roku App Remote keeps disconnecting to the Roku device

Device model - 4630X Roku Premiere+
Device ID - 7KA780931266
Serial number - YR0002931266
Tracker ID - 66-132-316
App version - 12.3.1.5214127
Phone model - Samsung Galaxy A12
Android version - 12

Also, as previously mentioned, my device is out of warranty, so if I'm told the reason it keeps disconnecting is because my device is too old... I'm sorry, but I won't believe it. Hardware and software are completely different, we both know that. So unless the Roku OS software itself is out of date, I highly doubt the hardware has anything to do with it

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AgentCPU0
Channel Surfer

Re: Roku App Remote keeps disconnecting to the Roku device

I have been trying to provide the details requested. But your automated system keeps flagging my responses as spam. If you want me to even begin to answer, then it needs to be fixed. Otherwise, I literally cannot give you what you asked for

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renojim
Community Streaming Expert

Re: Roku App Remote keeps disconnecting to the Roku device

@AgentCPU0, I have no idea while your post was auto-marked as spam.  I restored it.  As you may have noticed, this "community" software is pathetic.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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mreich
Newbie

Re: Roku App Remote keeps disconnecting to the Roku device

Did you ever get an answer to this issue?  I regularly have this problem as well.  I have multiple ROKU devices most of which are relatively new.  I just went through a sequence where...

1. The app said no network connected, despite the phone having an active connection and all my other apps working

2. Cycled my wifi off and on, it then temporarily showed one available device, not the one I wanted then switched to no devices found.

3. restarted my phone and everything is ok.

Yes the ROKU app is updated.

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