I have been having issues lately with my Roku Ultra 4802X streaming player. After I use the hands-free voice command feature with the remote to open streaming apps such as YouTube, Prime Video, and Disney+, the navigation commands like moving up, down, left, and right do not work on either my Roku remote or universal remote. I have to press the home buttons on either remote to go back to the Roku Home menu then open the apps again for navigation to work. I did corrective steps on my own such as re-pairing the Roku remote and restarting and factory resetting the Roku player. None of these steps solved the problem. I used Roku's chat support and went through multiple troubleshooting steps which didn't help and I felt were becoming increasingly unnecessary. I agreed to receive a replacement remote even when both my existing Roku remote and universal remote weren't working with the navigation commands. Finally, after a chat representative said I should change my Roku over to a different HDMI port on my TV, I had enough. How can the HDMI port or cable impact just the navigation commands and nothing else. I had no issues with the HDMI port or cable with my previous Roku Ultra as far as I could tell. Aren't the navigation and all other Roku commands, with the exception of TV power and volume, supposed to go directly through the Roku device? Shouldn't it mean that after factory resetting the Roku device and still encountering the same problem that the issue is either with the Roku device or its software? I decided to get a Roku representative on the phone. The phone representative sent me a replacement Roku Ultra after I expressed my dissatisfaction with their chat representatives' services. I set up the replacement Roku Ultra and for a while it seemed to work, but then the same problem occurred again. I finally got a chat representative, after another couple of troubleshooting steps, to escalate the problem to his/her superiors since it appears to be a Roku software problem. I suspect that the problem may be somewhere in Roku's software, particularly that with the voice commands. That is my suspicion because I have another Roku Ultra of the same model on my father's TV, which isn't setup for voice command, but instead uses button navigation on either the Roku or universal remotes, and I did not see any navigational freezing on any of the streaming apps. I prefer to use voice command with Roku. It is inconvenient for me to have to keep closing and re-opening apps after using voice command or limiting myself to just button navigation. I am also not too happy with Roku's customer support service. Roku has served me well over the past 8 years, but if either Roku cannot fix the problem or someone on here can't identify the actual problem and how to properly fix it, I am considering switching to a different brand of streaming device. I appreciate any suggestions you guys may have.
