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...
Channel buttons
remotes
Replacement remote
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!

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Intowild,

    A warm welcome here in the Roku Community!

    We'd love to further investigate this issue that you're having with the Roku remote since the down arrow button is not working properly. May we know what Roku device you are using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify) Is this the original Roku remote, along with the Roku device?

    We'll wait for your response.

    Thanks,                                                                                                                                                    John

    • suest7's avatar
      suest7
      Channel Surfer
      2 years ago

      I have also had the same problem. Bought a new Roku - this time a streaming stick in August, by December the remote was useless and had tried loads of batteries, resets but nothing worked, just could not move the arrows. Bought another roku remote around Christmas and after 2 months the same problem - directional buttons do not work. Seems to be a major production problem with this remote. PLEASE would Roku address this issue and look into the manufacturing of the remotes?

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi suest7,

        We're happy to have you here in the Roku Community!

        We understand that you're having issues with the Roku remote. We'd love to help.

        Can you confirm if only the directional pad button has issues? Was it hard to press? or totally unresponsive with presses? Also, could you provide us with the following details below?

        • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).

        Your response is anticipated.

        All the best,
        Janadee