Remotes

[MicSzy]

Up until recently my Logitech Harmony Companion remote functioned flawlessly as a universal capable of replacing the Roku Ultra remote. After the recent Roku update it no longer has the ability to perform as the Roku remote. If the problem is on the Roku side, please acknowledge and fix or roll back the update. Thanks.

[RokuJharra-Q · Accepted solution]

Hi Community Users!

If you're experiencing issues with a third-party remote on your Roku device, we would like to share a potential workaround that may help resolve the issue.

Please check that this setting is enabled on your Roku device. It may have been inadvertently reset during a recent Roku update.

Here are some suggestions for actions you might consider:

1. Use the directional pad on your Roku TV remote to scroll down and select Settings
2. Navigate to System > Advanced system settings
3. Select Control by mobile apps
4. Select from the following settings based on the level of access you need:
   • Limited - Control by mobile apps is restricted to text input, app launches and accessing your activity within the app itself. The app can only control devices that are part of your Wi-Fi network
   • Enabled - Your Roku device can always be controlled by mobile apps, but it will only respond to commands from devices that are connected to the same local network
   • Permissive - Any device within and outside your network could potentially send all commands to your Roku device. 

For detailed instructions, please refer to our support article on How to allow third-party apps to control your Roku device. 

Thank you for your continued participation in the Roku Community!

Happy streaming! 

The Roku Community Team

[MicSzy]

RokuJharra-Q,

Thanks for assisting. I tried toggling between Enabled and Permissive but no effect. 

The Harmony Companion Remote no longer has any Roku remote functionality, however, it now functions like my TV remote when I return to the LG TV home screen. As soon as I go back to the Roku screen, the Harmony Companion no longer works as the Roku remote. This is a new problem. 

[RokuJharra-Q]

Thank you for the reply, @MicSzy!

We appreciate your attention to this matter and would like to explore the issue in greater detail. If you could kindly provide the following information, it would greatly assist us in collaborating with the appropriate team.

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Thank you for your cooperation!

Cheers,
Jharra

[MicSzy]

Hello @RokuJharra-Q 

Here is the information you requested:

Model: 4640X - Roku Ultra

Serial number: YPOOEP411037 (7LC73E411037)

Software version: 14.1.4 • build 7709-29

GC version: 12.8.19

Timestamp: 2024-12-21T00:26:44Z

Please use issue ID 37-511-226 to report the current issue.

I think I've exhausted every combination/permutation to try and get my Roku Ultra to recognize my Harmony Companion remote (used with a Harmony Hub) as the Roku remote. What I have happening in every case is that the Harmony Activity can be set up correctly for startup and ending TV activity (including use of Roku steps, such as selecting a Roku app and starting the app), but once the Direct TV Streaming Roku app starts, the Harmony Companion remote reverts to a universal TV remote vs the universal Roku remote. All Roku buttons dead on the Companion remote.

Logitech last updated its Harmony HUB software a year ago  The only thing that changed was a recent update to Roku Ultra software, after which the Harmony Companion remote would no longer function as a Roku remote.  I can still use the Harmony iPhone app to act as a Roku remote as previously, but no longer the Harmony Companion remote.

Thanks again!

[RokuJharra-Q]

Thank you for your reply, @MicSzy!

We truly appreciate you providing us with the requested details. Rest assured, we will forward your information to the appropriate Roku team for review. In the meantime, we are grateful for your patience and understanding as we work on this.

Please let us know if there is anything else you would like us to address or if you would like to create a new thread for different concerns. We are more than willing to listen and take action.

Thanks,
Jharra

[mcpell]

Thanks for this!!! Was trying to troubleshoot my Logitech Harmony remote which has worked flawlessly for months and then, recently, became slow to respond.  Toggling this from "Limited" to "Enabled" fixed things such that the commands (pause, rewind, etc.) fire as quickly as the Roku remote.

[Apenkrat]

Yes this broke it for me as well. I set the settings as recommended. Now the harmony remote is slow as molasses. The roku app and remote work fast. This all changed due to this update. Roku you need to fix it. 

[Apenkrat]

It also stopped the synching of the apps and i can not control them anymore. Why this change?  

[RokuTakashi]

Hi, @Apenkrat 

Thanks for posting, and welcome to the Roku Community.

We appreciate you for reaching out and letting us know about the issue you have encountered with the update, and we'd like to gather more information so our team can further investigate this matter.

To assist us in the investigation, can you please provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Specific model of the Logitech Harmony.

Once our team gathers the information we requested, we'll be able to proceed with the investigation.

Keep us posted.

Thanks,
Kash