Remotes

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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SE33
Level 9

Personal Shortcut buttons stopped working and can't reset

My personal shortcut buttons stopped working and I can't get them to reset.  I think there must have been some sort of update last week as Roku seemed to have trouble finding signal and stopped going to screen saver but all buttons except 1 and 2 personal shortcut buttons still worked and it controlled TV power and volume fine..  Signal and screensaver issue have been fixed by unplugging but the personal shortcuts are gone.  I've tried resetting by using voice command and then pressing button after it executes but it just beeps and does nothing next time.   I tried emailing Roku for support their response was that the Ultra was not available in Canada (I bought it on Amazon.ca and I've seen it in local BestBuy and Walmarts) and the shortcut buttons wouldn't work here.  This is really far fetched.  The buttons worked until last week just fine and I just want my shortcuts back.  Anyone got any ideas on how to fix this problem???

16 REPLIES 16
SE33
Level 9

Re: Personal Shortcut buttons stopped working and can't reset

I posted this last night 2 days after getting email from "support" telling me that the buttons won't work in Canada.  And I replied to that email with "that doesn't make sense they worked before and should be personal not area based".  Today I got an email response to my reply that said "It’s been a while since we've heard from you, so this automated message is here to remind you that we're looking forward to your response on the ticket you requested. If we don’t hear back from you in 3 days, well assume it’s safe to mark the ticket as resolved."

It's not resolved, they didn't acknowledge my reply to their lack of answer as "hearing from me".  How are we supposed to get help ????

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Tivoburkee
Community Streaming Expert

Re: Personal Shortcut buttons stopped working and can't reset

Yes something changed with newest upgrade when it comes the personal shortcut keys. Although the 1 & 2 buttons on Roku remotes still work on roku's here in the US. UEI universal remotes that take advanced codes (efc's) for individual commands, use to have three personal shortcut commands call them, 1, 2, & 3. With recent upgrade those no longer work. To use these commands you initially still needed a wifi roku remote with microphone key, but instead of holding the roku 1 or 2 key to memorize the voice prompt, you press whatever keys on the UEI remote that you mapped efc's 00038, 00040, or 00042 to. Now those are useless on both Roku tv's and Stand alone Roku like Ultra or whatever model of roku that accept IR commands. I hope its brought back!!!

 

When it comes to the shortcut commands, the remote doesn't store the shortcut, the roku do. 

Edmund
Roku Community Streaming Expert

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SE33
Level 9

Re: Personal Shortcut buttons stopped working and can't reset

TivoIburkee  It seems like you know what you are talking about.  But I don't understand your reply.

"instead of holding the roku 1 or 2 key to memorize the voice prompt, you press whatever keys on the UEI remote that you mapped efc's 00038, 00040, or 00042"

I have an Ultra with the remote with the microphone button.  What are efc's, UEI's and how do you enter numbers?  Basically how can you now program the voice prompt personal shortcut keys step by step.  Or Is there a way to revert to prior software version that worked better for me?  I'd appreciate any help you could give in the simplest most non-techie way you could give it.  Thanks

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RokuDanny-R
Roku Employee
Roku Employee

Re: Personal Shortcut buttons stopped working and can't reset

@SE33

Thanks for the posts.

If you are unable to resolve the issue, 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)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
-have you verified in Settings > Remotes that your remote is paired to your Roku device

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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SE33
Level 9

Re: Personal Shortcut buttons stopped working and can't reset

Model: 4800X - Roku Ultra

Serial: X010006TJLJE

Software version: 10.5.0 - build 4201-C2

Remote is paired

Tracker ID JE-460-329  to get this I pressed the 1 shortcut button from the home page (I had previously programmed it to launch a channel). It did nothing but beeped so I pressed the home button 5 times then the back button 5 times.

I'd really like to see this fixed.  It doesn't make any sense that personal shortcut buttons would be programmed out of existance for everyone but US users by an "Upgrade".  Thank-you for helping sort this.

SE33
Level 9

Re: Personal Shortcut buttons stopped working and can't reset

This hasn't been fixed but I just noticed that airplay isn't working either.  My macbook pro isn't seeing roku and when I try to go to airplay in settings on roku it just goes to black screen.  This also worked seamlessly before this "update".  Can't be sure that's what the problem is but I've tried restarting everything including router.

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DanHunter
Level 7

Remote cannot set personal shortcut 1 or 2 buttons

20211225_182727.jpgIssue report tracker

 

Model: 4800X - Roku UltraS

Software version: 10.5.0 build 4208-C2 Timestamp: 2021-12-25T23:24:02Z

 

Please use issue ID H5-516-924 to report the current issue.

Pressing either the 1 or the 2 personal shortcut buttons on the remote just make a single beep sound, even after imputing a voice command in order to save. If doing a long press they will both give a so give beep when released as well as when pressed. Have restarted the Roku and re-paired the remote. Shortcut buttons never save anything, only beep. Instructions/manual actually specify that on screen steps will show up for setup when they are pressed, but nothing aside from the beep from the remote happens.

 

Tried now on two different Roku devices, remote does the same thing on both. personal shortcut button 1 and 2 do NOT work/function at all and cannot be set in any fashion.

 

removed Power from roku, took out 1 battery from remote, powered Roku back on and got to home screen, then put the 3nd battery back in remote and waited 30 seconds, then tried to set shortcut again, nothing working, still just beeps when they are pressed

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Jsimms
Level 7

Re: Remote cannot set personal shortcut 1 or 2 buttons

I am unable to get any sound at all!  And if don't know what to do it it

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renojim
Community Streaming Expert

Re: Remote cannot set personal shortcut 1 or 2 buttons

@DanHunter, is the voice command you're trying to save get executed properly?

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