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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Chopadius
Level 7

Roku Ultra phantom remote actions without a button press.

Roku Ultra will sporadically go back to home or function as if the back button was pressed when in any application, when no one is touching the remote.  I'm not sure if the remote is issuing a phantom command or if it's the device itself.  Sometimes this won't happen for a couple of days and then it will happen all day, in between reboots, changing batteries and also cutting the power for a minute.

It is on the latest update.

Any ideas? Would a factory reset possibly solve the issue?

Thanks!

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1 REPLY 1
RokuKariza-D
Roku Employee
Roku Employee

Re: Roku Ultra phantom remote actions without a button press.

Hi @Chopadius

Thanks for reaching out here in the Community!

For us to isolate the cause of the issue, please provide us with the following information:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-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

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


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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