Forum Discussion

jenjen473's avatar
jenjen473
Newbie
2 years ago

Directional Pad button issues

I purcahsed a roku streaming stick in July of 2023, and by September the right directional pad became hard to press and then stopped working altogether, while the rest of remote was fine Bought a new one and about a week after having it the down arrow started to do the same thing. Now you have to push down hard and hold it to get it to work. All the other buttons work fine and we use our living room remote way more and haven't had this problem. I'm not seeing a warranty and don't want to waste money buying another if it's just going to do the same thing, so I use the app on my phone but shouldn't have to if the oroduct would last longer than 2 months at a time.

 

Channel buttons
remotes
Replacement remote

25 Replies

  • jmjohn12's avatar
    jmjohn12
    Reel Rookie
    2 years ago

    I am having the exact same issue.  I purchased my new ROKU STICK in September and immediately went on vacation so didn't use it much until I got back.  I literally have to use both hands to use the right arrow button.  Put in a support request, got an acknowledgement, then nothing!  All I want is the remote replaced.

    It should be replaced free of charge!

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      2 years ago

      Hi eatbees20 jmjohn12,

      We appreciate you letting us know about this here in the Roku Community!

      We apologize for any inconvenience that this may have caused you. We'll be glad to assist you with your remote replacement. Please send me a private message together with your shipping address, phone number, and type of Roku remote (simple, voice, or voice pro) as instructed on the post above.

      We'll be waiting for your details.

      Kind regards,

      Eunice

      • Intowild's avatar
        Intowild
        Reel Rookie
        2 years ago

        I’m having the same problem with the down button. This seems to be a common issue. Roku should be looking for a solution, and improving the product design. Frustrating!

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi jenjen473,

    Thanks for reaching us here in the Roku Community!

    We're sorry to hear about this, and thanks for letting us know about this remote woes.

    Do you see this behavior coming up often, or is this a sporadic issue? Have you tried repairing it or performing a system restart to help fix this?

    Please let us know more about this so that we can further assist you.

    Thanks,

    Rey

    • eatbees20's avatar
      eatbees20
      Reel Rookie
      2 years ago

      I see a lot of issues with the right arrow button on the roku remote but no answer how to fix it, just referring to reset and to ask the comunity. I have 2 of the same for about an year i bouht in the US and brought it to Brasil. One you have to press multiple times at the right and a bit harder. Its in the bedroom and we dont use it daily. The other one in the living room turned into a nightmare and you have to press so hard you hurt your thumb. Last resource would be to use a hammer.

      Changed baterias, resetting seems to improve slightly for a short time, but it gets worse after a few uses. It has to be a contact issue. So your answers like "being sorry" want help and thoughts and prayers want help either.

      The voice control want help either, because it want execute direcional comands

      I bought another one here in Brasil, but sure it loks like but when you get it, it want work. So another few buck for the trash.

      Its time for your factory to recognize there is an issue and to fix it, and if possible give instructions to your customers if there is a way to do a home repair to clean the contacts.

      I am reluctant to try opening because it may just fall apart.

      So, whats the veridict for a solution? Please don't respond "sorry....". Just tell if its repairable or if it needs to go all in the trash. Next time i know what never to buy anymore.

      Btw, i have 2 rokus in the US for many years, they never had a problem

    • Jukor737's avatar
      Jukor737
      Newbie
      2 years ago

      Shortly after purchasing Roku Express 4K+ the remote right arrow became difficulty to push. With time it has become extremely difficult to get it to work. Does anyone have a solution? Will electronic contact spray solve the problem?

      • bubbie's avatar
        bubbie
        Reel Rookie
        2 years ago

        original remote is 3 months old and the up/down arrow keys stop working. side to side ok. bought new remote, paired with streaming 4k and the side to side did not work, up/down did. googled for fixes and tryed several. none fixed problem. all other features on both remotes worked. I think Roku has a manufacturing QC issue, but we will never know.

  • ImKukie's avatar
    ImKukie
    Newbie
    2 years ago

    It's my belief that the issue is with the streaming stick and here's why..

    All of us with this complaint seem to be using it with the streaming stick. Not sure if this is also a match but does everyone also use the voice remote too?

    I have 3 devices and my issue with the directional pad not working is only happening on my one device with the 4k  streaming stick.  When I connect the remote, it immediately works fine & then after watching tv a bit and I try to use the remote again... it stops working and I have to resort to the remote in my app.

    I was about to buy a new remote when I decided to use the remote on one of my other devices that has never given me issues. I pair it just fine and it works... I assumed (incorrectly) that my problem was resolved but guess what... The directional pad stopped working. Pairing it back to my other system, and it continued to work fine without issue.

    So now I know, its got to be the stick itself or the code in the pairing but none of the other options worked when I declined the first one so it seems to me a programing issue with the actual streaming stick.

    Question is... how do we resolve it?