TVs & players

[Alea_Spirit]

So I lost my remote, ever since I've been using the Roku remote app on my iPhone. I was on Spotify and went to turn the volume from 7 to 8, and the volume jumped to 49. I tried to turn it down to 8 and it kept jumping back up to 49. I paused the song and put it at 8, un paused it, and it jumped back up to 49. I turned the tv off and back on and it worked for all of 10 minutes. Went to turn the volume from 8 to 9 and it jumped to 34. What do I do? The app doesn't need updated or anything.

[RokuJechealR]

Hi @Alea_Spirit,

Welcome to the Roku Community!

Thanks for sharing your experience with the Roku app. We'd love to learn more about it.

Can you please provide us with more information regarding the issue you are experiencing? 

• Does the issue only occur on specific or all channels on your Roku device?
• How long has the issue been occurring?
• What specific troubleshooting steps have you taken to resolve the issue?

With more information, we will be able to assist you further.

All the best,
Chel

[Alea_Spirit]

Thanks for the response, 

So far it only happens when I'm playing music on Spotify. It's been happening for about three days. I have tried disconnecting my phone from the TV and reconnecting it. It worked for a bit but then I went to turn my volume back up and it jumped to 20. I tried to turn it down but it keeps jumping back up.

[RokuArjiemar · Accepted solution]

Hello! @Alea_Spirit,

Thanks for the update,

A system restart is the least invasive reset method. If you have a Roku TV, it is not the same as pressing the power button on the remote or the physical power button on the TV itself. Instead, a system restart is performed by removing the power cord from your Roku device for at least 10 seconds before plugging it back in. If reaching the power cord is inconvenient, you can also use the instructions below to perform a system restart from the Settings menu (assuming you can control your Roku device with the remote or the free Roku mobile app for iOS^® or Android^™).

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart

In either case, your Roku device will complete a system restart and hopefully return to normal operation after a moment.

Thanks,
Arjiemar

[Alea_Spirit]

I unplugged my TV for a few minutes. This did not work. My volume will still jump up.

[RokuJechealR · Accepted solution]

Hi @Alea_Spirit,

Thanks for keeping in touch!

We're sorry you are still having an issue with the Roku mobile app, and the volume jumps up when playing music on Spotify.

Please note that removing and re-installing the affected channel may help in some cases. To ensure the process is successful, follow the steps below and restart your Mobile/Roku device before adding the channel again.

1. Remove the channel. Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
   • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. Read the detailed article about removing a channel to help identify this type of subscription channel.
2. Restart your Roku device. Navigate to Settings > System > Power (if you do not see a Power submenu, skip to the next step). System restart.
3. Re-install the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
   • Note: If you add a subscription channel billed to your Roku account, you must resubscribe.

If the issue persists, we suggest contacting Spotify's customer support team to report the problem and get help. They likely need to address an issue within that specific channel with an update.

You can contact them here: Spotify Support.

Thank you for your understanding.

All the best,
Chel