Forum Discussion

nopethanks's avatar
nopethanks
Channel Surfer
11 months ago
Solved

Roku remote pro not voice command not working

This has been a problem for MONTHS. An update broke the voice remote. After receiving an error message on my voice remote pro (model RC795; rtn.4246; voice capture FW en_US, 0024) when hands free was...
remotes
  • RokuCarly's avatar
    RokuCarly
    11 months ago

    We're grateful to have you here in the Roku Community, ECDC!

    Thank you for sharing your concern about the voice command feature on your physical Roku remote. We're here to determine the cause and find you the best resolution. 

    If you have factory reset your Roku Ultra manually, which is located on the back or bottom of your device, the physical Reset button is either tactile or a pinhole design that requires a straightened paperclip; you have to press and hold the reset button for about 10 seconds only. 

    When the factory reset is complete, most Roku devices have an indicator light or status LED that blinks rapidly.

    Furthermore, if you only have one physical Roku remote paired to this device, you can't remove this remote effectively. If you want to reboot it, you may try this:

    If your voice remote has a rechargeable battery, follow the steps below below to reboot your remote

    • If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
    • If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home for 20 seconds.

    For references, here are the support articles dedicated to this:

    1. How to fix your Roku voice remote that is not working
    2. How to system restart or factory reset your Roku streaming device

    Please keep us posted on how it goes!

    Best regards,
    Carly

  • RokuArjiemar's avatar
    RokuArjiemar
    11 months ago

    Hello! Danno1377,

    Thank you for your post in the Roku Community!

    We understand you are experiencing issues with your Roku remote Pro voice command not working. We are happy to assist.

    Since you have tried all the possible troubleshooting steps to fix your Roku remote, please provide us with the following information being asked by @RokuCarly. Once we have this information, we can pass it along to the appropriate Roku team for further investigation.

    In the meantime, you can use the Roku mobile app to control your streaming device.

    We look forward to working with you to help resolve this issue.

    Thanks,
    Arjiemar

nopethanks's avatar
nopethanks
Channel Surfer
11 months ago

My roku device model is 4802X - Roku Ultra. The tracker ID is 5J-316-870.

Wilhelmtaylon's avatar
Wilhelmtaylon
Newbie
11 months ago

I have tried to talk to 3 separate agents only to be walked through everything I've already done just to conveniently be disconnected this is the worst with no other way to contact you. I purchased this remote for the reason of having a microphone so how will I be compensated because obviously this was downgrade from the one before its smaller and like a regular Roku remote so did you all just slap a microphone button on the regular to charge more money. I am extremely pissed. Something has to be done about this I just purchased this remote in July.

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    11 months ago

    Welcome to the Roku Community, Wilhelmtaylon!

    We appreciate you reaching out to us for support. No worries! We'd be happy to help you find the best resolution so you can utilize the mic button (voice command) feature on your Roku Voice Remote Pro (2nd edition).

    In this case, I'd be more than willing to coordinate this with the appropriate team to conduct a thorough investigation. With this being said, kindly provide me with the following details below:

    • Roku device model, serial number, and device ID this remote is currently paired to. (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)
    • Error message.

    In the meantime, if you haven't been suggested to reset your physical remote, kindly try the following steps to help you:

    • Press and hold the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try the voice command feature to see if you can utilize this. If the issue persists, kindly provide us with the details above.

    I'll be looking forward to your update so we can proceed to the next step.

    Best regards,
    Carly