Solving playback issues

[Chamisul]

Hello, 

I don't know what it does to the system, but it worked.  About 3 weeks ago in this thread (read on page 2), the community manager suggested it, I tried it and it worked.  Maybe it's some sort of calibration, who knows.   Did you try it?  

[darrylkain]

I did not try it yet,, holding off as the issue has not occured in a couple of weeks now. Just waiting to see if it happens. 

[darrylkain]

The issue has returned so I grabbed this info. Since this is such an intermittent issue that many folks are dealing with -  Why are we not getting any clear feedback?  

Model: 4802X - Roku Ultra

Serial number: X010005TEN73 (SODA223TEN73)

Software version: 12.5.0 * build 4178-C2

GC version: 10.5.39

Timestamp: 2024-01-16T14:27:20Z

Issue ID: 73-002-467

[RokuTakashi]

Hi, @darrylkain

Thanks for providing us with updates.

We'll forward the information you've provided and the issue you've experienced to the appropriate Roku team for further investigation. Also, may we know what troubleshooting steps have you attempted to resolve this issue?

We look forward to hearing back from you.

All the best,
Kash

[darrylkain]

I have not been provided any official steps to "try"  though, I have gone through a complete reset of all equipment, including removal and reinstallation of the soundbar to the TV, reset and rebuild of the Roku Ultra configuration.  The issue always returns.

[SoundAdvice]

Hi. I have the same problem on my 2014 ish LG TV.  I found if I tried the remote setup - but chose the remote that does not look like the one I have - but the one that has the microphone to the left of the power button - it worked ok. I didn't have much time with that set-up ( about 2 weeeks ) before I got a Sony Bravia. I set up the Sony with the CEC . I didnot have a problem till last week. The volume started jumping just 2 positions up or down. It does not do this if I use the Verizon FIOS remote or the Sony remote. The problem is definitely the roku remote itself. I suspect there is an issue with a IC on the remote - least likely the switch . Hope that helps, as ROKU seems clueless.

[Gayboystpaul]

My dad and I have the same LG Tv the larger Rokus that use an Ethernet port. Volume sticks sometimes. Mute sticks sometimes. This is more problematic as LG double mute press activates on screen narration. Then you need to grab the original LG remote to cancel out of that. This issue is so annoying!

[RokuJechealR · Accepted solution]

Hi @Gayboystpaul,

Welcome to the Roku Community!

We're sorry for any inconvenience this may cause regarding your remote issue. That is not what we aim for.

We recommend following the troubleshooting steps available on our support page.

If the issue remains unresolved, please provide us with an update on the situation, including a description after attempting to troubleshoot the remote.

Please keep us posted with any additional information you may have that would be helpful as our team looks into this problem.

All the best,
Chel

[RossK]

Both my original roku remote and the one I bought to replace it do this.  I won't buy another.  They are defective. 

[Jeremysinput]

suggest trying to press and hold the Back and Home button simultaneously for about 30 seconds to see if this helps.