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crig's avatar
crig
Reel Rookie
3 years ago
Solved

How to contact support for a replacement remote - mine was defective out of the box

Just received my Roku Express from Amazon today.  About pulled my hair out trying to figure out why it wasn't working.  I replaced cables, batteries, restarted, reset.... everything.  Finally, I dug around and found the remote from my original Roku (from maybe 10 years ago).  And it worked.  But that old remote has to be held together with duct tape... and I paid for a new one.  So, how do I get Roku to send me a new one? Pulling my hair out again... but this time trying to find a way to contact them and keep getting sent here.  Now that I have it set up and activated, I really don't want to return the whole device to Amazon.  (Note:  I did the cell phone camera test... and there is no IR light on the new remote, but I see it on the ancient remote.)

remotes
    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      3 years ago

      Amazon generally does a good job with returns.  You'll find them to be faster and less painful than trying to return to Roku.

    • crig's avatar
      crig
      Reel Rookie
      3 years ago

      Thanks for the reply.  It's the Express with the IR remote (no pairing).

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        3 years ago
        crig wrote:

        Thanks for the reply.  It's the Express with the IR remote (no pairing).

        Then it should just work when pointed at the Express. 

        Troubleshooting an infrared (IR) remote:

        • Of course, make sure you have good batteries installed.

        • Be sure the front face of your Roku is viewable and facing your viewing location.

        • Make sure there is nothing blocking the direct line between you and the Roku.

        • Check for interference with the IR signal -- some fluorescent lights may interfere, as can direct sunlight.

        • You can check if the IR signals are being sent in the first place by pointing your remote at a digital camera, even one built into a phone or tablet, and pressing some remote buttons. If the remote is sending signals you should see them flash on the camera view screen.