Remotes

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Ralphie2
Reel Rookie

Remote stopped working after 10/27/2023 software update.

My Roku Premier + HD player (4630X) automatically performed a software update on 10/27/2023.  The streaming player immediately lost connection to its radio remote (RC-GR3) and after trying all of the troubleshooting steps it is still NOT discovered by the player.  What are my options?  The only fix I've come up with is to download the ROKU app to my smartphone to control the player.  Why is a firmware update allowed to disable my existing radio remote without consumer notification?  Both the remote and player are now considered 'Legacy devices' but obsolescence of legacy devices should NOT be coded into firmware/software updates to move people along!  The right thing to do is to discontinue updates to legacy devices and as process incompatibilities occur over time--consumers would make up their own minds on upgrading to newer devices.  Thus far, I have not found any way to revert back to the older firmware on the Roku site so I would like to know if there is a fix identified or if ROKU is losing their shine and leaving customers stranded.

Model:  4630X Roku Premier +

Remote:  RC-GR3 (basic RF remote without voice control or power button)

Player SN: 7KA6A8432879

Software version: 12.5.0  Build: 4178

 

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8 REPLIES 8
RokuJohnB
Community Moderator
Community Moderator

Re: Remote stopped working after 10/27/2023 software update.

Hi @Ralphie2,

Thank you for letting us know, and welcome to the Roku community!
We appreciate the effort that you put into troubleshooting the issue. We will be more than happy to assist you further. Please check out this support article here on how to fix your Roku voice or simple remote that is not working.

If the problem still persists, kindly send us a private message here in the Roku Community.

We hope this helps, and we look forward to hearing from you soon.

Thanks,

John

John
Roku Community Moderator
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Ralphie2
Reel Rookie

Re: Remote stopped working after 10/27/2023 software update.

Hi John;

As noted earlier, my remote is not a "Simple" IR remote but one of the--if not the first--ROKU RF remotes that I call a 'Basic' remote.  It does NOT have voice control or a search button and so for all of the reasons described above...the remote fixing article is useless as it does not provide instructions for my specific remote type.  I did try the two pairing methods given--always starting from an unpowered state--but got nowhere.  I considered performing a factory reset (if possible) but decided not to try as I might end up losing the firmware update information as evidence of the problem.

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RokuJohnB
Community Moderator
Community Moderator

Re: Remote stopped working after 10/27/2023 software update.

Hi @Ralphie2,

Thank you for keeping us posted here in the Roku Community!
We want to ask you to send us a private message so we'll be able to proceed with the necessary steps to address this. To message us, select the name of a user. Once redirected to the profile, select the option "Send this user a private message."

We'll wait for your response.

Best regards,

John

John
Roku Community Moderator
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rdevin
Newbie

Re: Remote stopped working after 10/27/2023 software update.

TCL Model 55R613 software 12.5 build 4176-30 Cannot control volume or power with cox XR15 remote, have tried factory resets and tried pairing multiple times. this tv does have place to enter code. Otherwise guide and other controls all work

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RokuCarly
Community Moderator
Community Moderator

Re: Remote stopped working after 10/27/2023 software update.

A warm welcome here in the Roku Community, @rdevin.

We appreciate you for raising your concern and trying to troubleshoot your TV by performing a hard reset to no avail.

Worry no more, as we are more than willing to forward your concern to the appropriate Roku team for further review as to why this is happening. In the meantime, you can use the Roku remote that comes with your TCL Roku TV or use the Roku mobile app as an alternative to your physical remote. It works well with all of Roku's streaming devices and has a private listening feature.

Once again, we sincerely apologize for any trouble and inconvenience this may have caused you and appreciate your patience and understanding as we work on this. 

Feel free to let us know if there's anything else we can be of assistance with, and we'd be more than happy to continue assisting you with anything at any time in the best way we can. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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Ralphie2
Reel Rookie

Re: Remote stopped working after 10/27/2023 software update.

No solution was evident here so I would add that the newer RF remote ROKU support sent me to replace the legacy remote, worked perfectly for my Premier + player and older Samsung flat panel TV (including Power and Volume buttons).  So yes, the new remote was the solution for my legacy streaming player.  Hopefully your player is modern enough to run the software and has no remote issues.

HDMIGuy
Roku Guru

Re: Remote stopped working after 10/27/2023 software update.

@rdevin Try the remote codes for Insignia TV.  Many TCL TVs use the same codes as Insignia.

1CC
Reel Rookie

Re: Remote stopped working after 10/27/2023 software update.

Thank u 4 posting this solution 4 other folks in the future. It's disappointing when they want 2 take the solution 2 a private message as others don't benefit with the outcomes, so I appreciate u taking time 2 update your thread 4 others!

 

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