Forum Discussion

rrporto's avatar
rrporto
Channel Surfer
2 years ago
Solved

factory reset and no remote control

So, my original remote control stopped working. I've tried everything listed here and nothing. Decided to try a factory reset.

now remote control still doesnt work, app lost its connection. Then I've bought a new remote control which still doesnt work.

now what? Is it a matter of linking new remote to old roku? how? is there someone from Roku customer service here? really new directions here... thanks  

TV & Player Setup
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi rrporto,

    Thanks for keeping us posted.

    We would want to assist you further regarding your concern. What Roku remote did you previously have, and what Roku remote did you recently purchase? Also, have you tried hard factory resetting your device once again to see if the issue persists? If not, we recommend giving it a try to resolve the issue. For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming device

    Please let us know what you find out.

    All the best,
    Kash

  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi rrporto,

    Thanks for keeping us posted and providing the information.

    The basic remote uses an IR (Infra Red) light to transmit button presses a short distance. For your simple remote to operate reliably, it must be pointed directly at your Roku streaming device and there must be nothing blocking the signal from travelling to the front of that device, where the IR receiver is located. Hence, there is no need to sync or pair new remote controls.

    On the other hand, it might be a good option to upgrade your current streaming device due to its longevity. For more information on the newer versions of Roku streaming devices, kindly refer to this support article at this link: Roku Streaming Devices & Players

    All the best,
    Kash

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi rrporto,

    Thanks for posting in the Roku Community!

    We will be more than happy to look further into this issue that you're experiencing, but we will need more details. Can you please provide the following information?

    • What device are you using right now? (e.g., Roku Express, Roku Streambar, Roku TV)
    • What type of remote are you using right now? universal, simple, or voice remote
    • Can you please check if the battery is inserted properly into the remote?
    • How far is your Roku TV or device from your remote?

    With detailed information, we will be able to assist you further.

    Thanks,

    John

    • rrporto's avatar
      rrporto
      Channel Surfer
      2 years ago

      hi John,

      device: Roku Premiere HD/4K/HDR

      remote: simple

      battery: this was the first thing checked and they are good and working (even tested in another controller of a different device, so no issues with battery)

      distance: same as it has been from past 2 years, that is, around 2 m. ( since you have mentioned distance, I have tried everything from 2 cm away to 5 meters away and same result, that is, nothing)

      thanks for replying.

      Rafael

       

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi rrporto,

        Thanks for keeping us posted.

        We would want to assist you further regarding your concern. What Roku remote did you previously have, and what Roku remote did you recently purchase? Also, have you tried hard factory resetting your device once again to see if the issue persists? If not, we recommend giving it a try to resolve the issue. For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming device

        Please let us know what you find out.

        All the best,
        Kash