Forum Discussion

Phito11's avatar
Phito11
Channel Surfer
2 years ago
Solved

Roku Ultra. Volume goes all the way up or all the way down when pressing just once

I own two Roku Ultras, both are connected to LG TVs, one has an LG soundbar, the other only uses the TV's built in speaker.  On both, I've been having an issue where when I click the up or down volume control on the Roku remote just once, the volume keeps going all the way up, or all the way down.

I've tried updating, restarting the Roku Ultra, updating and restarting the TVs, updating and restarting the sound bar on the one that uses the sound bar, but that has not fixed the issue.

If I use the LG TV's built in apps to watch the same streaming services, I don't have the problem whatsoever.  The problem is obviously with the Roku devices themselves, both of my Roku Ultra's are just two years old.

The questions is now, is Roku doing this on purpose to force you to buy new ones?  Or is this a software issue that they have not bothered to fix.

For now I'm just going to disconnect both Roku Ultra devices and either use the LG TV's built in apps, or switch over to the Amazon Streaming stick.

If anyone at Roku knows what's going on and can fix this please let me know, and no, buying a new Roku device is not an option.

app playback
  • RokuJechealR's avatar
    RokuJechealR
    11 months ago

    Hi Gayboystpaul,

    Welcome to the Roku Community!

    We're sorry for any inconvenience this may cause regarding your remote issue. That is not what we aim for.

    We recommend following the troubleshooting steps available on our support page.

    If the issue remains unresolved, please provide us with an update on the situation, including a description after attempting to troubleshoot the remote.

    Please keep us posted with any additional information you may have that would be helpful as our team looks into this problem.

    All the best,
    Chel

36 Replies

  • SoundAdvice's avatar
    SoundAdvice
    Reel Rookie
    2 years ago

    Having the same problem with a new (2 month old ) Roku Ultra. It appears to be generated from the remote sensor signaling volume + or - rapidly repeating, as if the button is being held down. I've also noticed this glitch when scrolling. The remote seems to continue to send left,right,up,or down signals more than once, skipping over several selections. With the volume control, my LG TV has a red IR sensor that flashes once with each notch when raising or lowering the volume. When the volume jumps up or down more than requested, the TV's IR sensor light flashes rapidly, until I cover the ROKU remote's IR emitter with my hand. The ROKU remote, in my opinion is  glitching electronically - It does not appear that the volume contact points are at fault since it "sticks" when navigating with the arrow keys too. I assume the remote will need to be replaced with an updated version. I also suspect there will be more complaints as more bad units are sold. I also suspect customers are going to get very angry when this glitch causes damage to their TV's audio speakers.

    Restarting, resetting, re-pairing does not seem to help for more than a few days.

    I'll be following along, looking for any new info. Seems ROKU is not standing behind their product. I can't actually reach them to complain and simply doing an exchange for another remote that does the same thing does not seem appealing to me either.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi SoundAdvice,

      Thanks for joining us here in the Roku Community!

      We're sorry for the inconvenience. This is not what we aim for. We would also like to take a closer look into this. Seems you have already exhausted troubleshooting.

      In this case, could you please provide the remote serial number? This can usually be found inside the battery compartment.

      Please keep us posted.

      Thanks,

      Rey

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Phito11,

    Thanks for keeping us posted and for letting us know about this behavior you're experiencing.

    Could you tell us if this issue happens every time, or is this an intermittent case? When did you start seeing the issue occur?

    We'd like to see more about what's going on here and we'll more information.

    Best regards,

    Rey

    • Phito11's avatar
      Phito11
      Channel Surfer
      2 years ago

      Hi Ray,

          Thank you for replying.

      This has been going on for several months now, it happens not every time we adjust the volume, but it does happen every day we use both our Rokus.

      As I mentioned in my post, this doesn't happen with the Amazon fire stick, or when using the TVs remote and it's apps. 

      I also can control the volume of the Roku with the TVs remotes, and it still happens, so the issue seems to be with the Roku Ultra units themselves and not the actual Roku remote.

      Thank you.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Phito11,

        Thanks for the prompt response!

        We've got you. Could you share with us the remote serial number that has an issue? This can be found at the back of the battery compartment. 

        Keep us posted.

        Thanks,

        Rey

  • JimB17's avatar
    JimB17
    Newbie
    2 years ago

    I have the same issue. I'm following. LG 65" OLED TV with Roku Ultra attached. I usually can stop the runaway volume up by using the volume down button repeatedly. Volume with run all the way down. I can then usually move to the volume I want with slow distinct presses of volume up but, sometimes if runs away high volume again. Super annoying. 

  • darrylkain's avatar
    darrylkain
    Channel Surfer
    2 years ago

    Hi, Since I have purchased the Roku Ultra - 4802R I experience the exact same issue.  It has been going on for months. There does not appear to be a fix for this issue. Clearly a software problem. 

    When will we all get a fix?

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi Community users,

      Thank you for keeping us in the loop.
      It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information:

      • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • What channel(s) are affected and what version or build is it? (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, and provide us with this ID).

      Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

      Sincerely,
      Janadee

      • darrylkain's avatar
        darrylkain
        Channel Surfer
        2 years ago

        ok, I will gather the info and send it along.