TVs & players

[bbauer5874]

Ok, I got 3 photos of the "Report Tracker" that displays the information ROKU seems to only be able to understand

Model: 4670X - Roku Ultra

Serial #: YJ001F935142 (KW9981935142)

Software Version: 12.5.5 Build 4174-46

GC Version: 11.4.29

Timestamp: 2024-05-17 T11:59:33Z

Please use issue ID 42-197-999 to report the current issue

This was while watching Comedy Central channel

Model: 4670X - Roku Ultra

Serial #: YJ001F935142 (KW9981935142)

Software Version: 12.5.5 Build 4174-46

GC Version: 11.4.29

Timestamp: 2024-05-17 T02:24:19Z

Please use issue ID 42-197-424 to report the current issue

This happened while watching the History channel

Model: 4670X - Roku Ultra

Serial #: YJ001F935142 (KW9981935142)

Software Version: 12.5.5 Build 4174-46

GC Version: 11.4.29

Timestamp: 2024-05-16 T19:34:39Z

Please use issue ID 42-197-014 to report the current issue.

This was while watching History Channel

Troubleshooting was done by rebooting the Roku, Changing the HDMI to a different Input on the TV. and looking into the Basic Audio Setting on the Roku player:

Audio Mode: set to Auto (stereo) only choice is Stereo or Auto

Preferred Streaming Format: set to Auto, only choice is Auto, Dolby or DTS

Digital Output Format: set to Stereo, only choice is Auto, Stereo or Custom

Please do NOT ask for more information or try to tell me the problem is on MY end.

Lets see if Roku can NOW work on this 

[bbauer5874]

So there are zero responses from ROKU once they get the info they immediately ask everyone else for!? hmm.

[Heartwood]

This forum is useless. No one here works for Roku. It’s a community based forum. 

[RokuJharra-Q · Accepted solution]

Thanks for keeping us posted, @bbauer5874!

We truly appreciate the time you took to provide us with information about your Roku devices, and we sincerely apologize for any inconvenience.

Based on the information provided, the device's current version is 12.5.5. Can we please try a manual software update to see if the issue persists?

For step-by-step instructions on manually updating your Roku streaming device, please visit our support page on "How do I update the software on my Roku device"

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.

Thanks,
Jharra

[bbauer5874]

Just tried manual update with no change,  system says that version is the latest. 

[bbauer5874]

Still no options from Roku, !!.. you should be embarrassed

[Thanh1]

I have the same issue also

[Thanh1]

i have the issue where the volume keeps going up or down or the tv is taking too many inputs

[RokuCarly]

Hi, @Thanh1 @bbauer5874!

Thank you for bringing this to our attention. No worries! I'd be happy to suggest some troubleshooting steps to help you resolve this. 

If your Roku device is running the latest software version, I highly suggest rebooting your device by navigating to your Home screen. Scroll up or down to select Settings > System > Power (skip if unavailable) > System restart. 

If the issue persists, try resetting your remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try to utilize the volume buttons.

I'll be looking forward to your update. 

Best regards,
Carly

[NorthIdahoStrmr]

@RokuCarly 

Have you even read the problem description that has been reported for over a year?

The issue has zero/nothing to do with the remote so how in the world would anyone think that resetting the remote would have any effect on the issue.

Unless there is a software update that says " This update fixes THIS issue" there is no way to expect any positive outcome or different operation.

It really appears that this is a Community read by zero ROKU technical employees.... maybe not be a single ROKU non-technical employees.