4850X Ultra - Software Update Broke HDMI CEC
Roku Ultra 4850X
OS 15.2 / Build 4.3421-G6
Updated: 4/14/26
So this is a 2-part post admittedly (I'll get to part 2 in a second)... one part is, has anyone else seen this issue and/or having this or other issues since the latest update?
Part 1 (issue):
My issue ever since the update: I use a Logitech Harmony Ultra+Hub that for watching my Roku controls my devices on/off, and then we just use the stock Roku Ultra remote from there to control it, including volume (via CEC to my receiver). This setup has worked flawlessly for years, through many Roku Ultra versions, including the 4850X I'm using today since it was released a couple years ago. Also I would like to mention I don't have the auto-power off setting enabled, I never have... when my equipment turns on, the Roku is on the fish tank screensaver ready to go. That is, until this latest update...
Now when it all powers on, the Roku is clearly sleeping/hibernating/powered off. I have to press a button to "wake" it up, at which point it does a quick boot (not the Roku power on logo screen, but boots the home screen and it takes a couple seconds to do so and populate my apps). That's all fine and good... I actually don't mind that. But what I have noticed is that volume (via CEC) is broken and requires me to reboot the Roku for the HDMI CEC handshake to be re-established.
Before I reached out to support, I pulled power completely from the wall on all devices in my loop (Roku - Receiver - TV), reseated both ends of every HDMI cable, and looked at software versions and update dates/history of the TV and receiver. After verifying nothing else has changed recently (hardware and software), the only variable in the mix is the Roku software update that occured on 4/14/26.
The power setting in the Roku itself is now somehow hard coded as I can't do anything except tell it to shut off after 20min, but that sends a poweroff command to all of my equipment, so I don't like that left on, I just leave it so the Roku is (at least from what I can tell), "always on". Since the update, I have to press a button on the Roku remote to "wake" it up. But again, when it does wake, volume to my receiver is broken and I have to immediately go into the power settings on the Roku and tell it to reboot. Then it works after booting back up, until next time. I've tried reseating, power cycling everything, validating all settings, even a factory reset on the Roku itself and setting it all back up. This clearly seems to be some sort of power management + HDMI CEC handling issue... but I can't 'stop' or control that behavior, I'm just stuck with it.
Anyone else notice this or other behavior? Anything I'm missing here?
Part 2 (Roku support rant):
I've reached out to Roku support 3 times now... I've spent over an hour each time with them. They are offshore support which is fine, they are friendly which is great, but they are not doing anything to either direct me to a "report a bug" form/reporting tool, or really help beyond taking me through basic troubleshooting steps all of the way up to and through a factory reset. That is all fine except the bug reporting piece... perhaps there is something going on behind the scenes but I don't know that there is... and that brings me to the rant piece.
It seems as though I'm speaking with someone offshore that is taking me through the script of troubleshooting steps. Once it gets to the point of needing "advanced help", they "transfer me" to an advanced support specialist for further help. It is VERY VERY obvious that this is just an AI chatbot. That's all it is... very clearly. The way it responds, the fake empathy, the acknowledgement of details they got wrong and what it says when it corrects it, is all very clearly an AI chatbot.
After the third time being dumped off onto a chatbot, I realized... there is no Roku support anymore for things like this, at least from what I can tell... is there a better way to deal with this that anyone else has found? I haven't tried any other form of support other than chat... perhaps there's a better way? Their site kind of pushes you to it but I haven't tried anything else. Has anyone had any better luck by chance?