TVs & players

[donduck]

I got a new version Streaming Stick 4k ‎3820R, successfully paired the voice remote with the streaming stick. I experienced issues where Roku would sometimes show Roku home screen on power on of TV, but then be stuck- the power and volume keys would work (directly controlling the TV) but I could not voice control or navigate anything on the Roku itself.

Read about HDMI interference, got the little extension HDMI cable from Roku, but it still freezes up (not every time). I have it on the side HDMI input (all by itself) on the TV (Sony XBR900F). System software up to date. 

Odd thing, is sometimes in one of these remote frozen sessions, if I get off the couch and walk all the way up to the TV, hold the remote behind the screen really close to the Roku if I just keep on clicking home and direction buttons eventually it responds, and then when I sit back down, it keeps on working.  In the frozen remote sessions controlling from the iOS app always seems to work, so it's not like the Roku itself is locked up, seems like only connection to the remote.  Do I need a replacement stick, remote, or both?

[renojim · Accepted solution]

It's hard to say where exactly the problem lies, but there are a few things you can try.  The extender was a good start and if I'm reading you correctly it sounds like the situation improved after you got one.  I've found that the remotes can be finicky when it comes to batteries, so trying good, fresh batteries would be worth a shot.  The sticks also support 2.4 and 5GHz Wi-Fi.  The remote works on whatever channel the stick is using for its Wi-Fi connection, so there's lots that you can play with there.  First, if your router's Wi-Fi channel is set to "Auto", set it to a fixed channel.  That alone may help.  If you have both 2.4 and 5GHz available, try both of them.  Try different channels on each.  Bear in mind that only channels 1 through 11 are supported on 2.4GHz (standard for US) and non-DFS channels are supported on 5GHz (48 and below or 149 and above).

[RokuDanny-R]

@donduck

Thanks for the post.

Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[RokuNimfa-C]

Hi @JduaneJ, 

Thanks for reaching out to the Roku Community. 

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

Your patience and understanding are greatly appreciated.


Regards, 
Nimfa