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RickiTicki's avatar
RickiTicki
Newbie
4 months ago

I have an older Roku 4 voice remote and a new Roku express, it used to work, now won't pair

I had a Roku 4 Pro (ethernet jack). It worked fine and then I couldn't do Hulu anymore because it wasn't supported on the Roku 4.  So, I bought a Roku express 3960X.  It has all been working fine for maybe a year.  I went to use the remote and it wasn't working.  I figured, ah the batteries are dead.  Put new batteries in and it still didn't work.  I pressed the pairing button on the back of the remote, still not working.  I have followed all the procedures on here.  Still not working.  The dumb (non voice) remote works.

I did the take batteries out of remote, remove power from Roku, put batteries in remote after Roku is started and then press pairing button, it sometimes puts up the pairing dialog, but never finishes.

I also went into the settings and tried doing the 'Add a remote' procedure.  Still no love.  This all used to work.  What's up.  Did a new firmware update mess it up?

The one change that co-incides with this problem is I upgraded my internet and the next time I went to use the Roku is when the remote stopped working.  But the Roku does work when I use the (non voice) remote.  I would like to keep using the voice remote, because I like that feature.  Thank you, Rick

remotes

2 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    4 months ago

    Hi, RickiTicki 

    Welcome to the Roku Community.

    Thanks for sharing with us the issue you've encountered with your Roku remote that stopped working after changing your network connection. Let's perform a troubleshooting step to resolve the issue.

    Follow the instructions below:

    Restart your Roku remote

    1. If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
    2. If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home for 20 seconds.

    Initiate Pairing Mode

    1. Restart your streaming device to enter pairing mode. Unplug the Roku device for 15 seconds, and plug it again.
    2. When your streaming device is powered on, it will automatically enter pairing mode 
    3. If the remote does not initiate pairing, you can press the Home and Back button for 5 seconds to enter pairing mode.

    Additional Troubleshooting steps

    1. Change the batteries.

    For more information, you can visit this support article on How to fix your Roku voice remote that is not working

    Hope this helps, and let us know if you have further concerns or inquries.

    Thanks,
    The Roku Community Team.

  • jontalk's avatar
    jontalk
    Roku Guru
    4 months ago

    RickiTickiGiven the service upgrade, there's a chance your channels are being selected using the default 'auto' setting especially if the equipment is owned by the provider. The best way to check congestion is installing WiFi Analyzer for Android or something similar for iPhone.  Roku remotes use WiFi direct, so after you install the app check to see how many others use the same channel/band, the disable the auto feature for channels and manually select one with less congestion. I can't guarantee this will resolve the problem but its worth trying. Channels with less congestion will also improve throughput so content will be buffer free.