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Ken465's avatar
Ken465
Reel Rookie
3 years ago
Solved

My Simple Remote has stopped working

My Simple Remote has stopped working. Or rather no longer works from any distance greater than 3" from the streaming device. The device itself works fine and will respond to the app. on my phone. I have followed all the suggested fixes, batteries are brand new, but the device will not respond to the remote unless the remote is immediately in front of it.  ( 3" max.)

Bought in Sept.22

Remote Model RC-ALIR

Device Model 3930X

I'm stumped.

  • Hi Ken465,

    Welcome to the Roku Community!

    We're so sorry to hear about the experience with your Roku remote not responding and we'd like to take a closer look to see if there's anything else we can suggest to help.

    If the issue persists, please refer to the support article here for additional troubleshooting steps: How to fix your Roku voice or simple remote that is not working | Official Roku Support

    If the steps provided by the Support page still aren't helping, please reply back and we will be able to assist you further. Kindly include the serial number of your Roku device so we can assist further.
    Please keep us posted.


    Best regards,
    Mary

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator

    Hi Ken465,

    Welcome to the Roku Community!

    We're so sorry to hear about the experience with your Roku remote not responding and we'd like to take a closer look to see if there's anything else we can suggest to help.

    If the issue persists, please refer to the support article here for additional troubleshooting steps: How to fix your Roku voice or simple remote that is not working | Official Roku Support

    If the steps provided by the Support page still aren't helping, please reply back and we will be able to assist you further. Kindly include the serial number of your Roku device so we can assist further.
    Please keep us posted.


    Best regards,
    Mary

  • atc98092's avatar
    atc98092
    Community Streaming Expert

    The basic remote really is basic. It is IR (infrared) only, and requires a direct line of sight to use. You mention it will work if the remote is directly in front of the Roku. Is there any direct sunlight hitting the Roku? That can interfere with the IR signal. Also, not every Roku remote has the batteries oriented the same way. Some are inserted in the same direction, while others face the alternate direction. Make sure you haven't inserted the batteries incorrectly.

    You can test the IR remote by looking at it through a digital camera, such as a cell phone camera. When you press any remote button, you should see a flashing light through the camera viewer. If you don't see the flashing light, and you're certain the batteries are in correctly, then the remote has likely failed. It isn't common for them to fail, but as with any electronic device it's always possible.

    If it has failed, you have a couple of options. You can get a new Roku remote from almost any store that sells Roku products, such as Best Buy. I don't know for certain if your Roku Express supports using a WiFi Direct remote (that would be the voice remote) but I don't think it does. Another option would be an inexpensive universal IR remote which can be found almost anywhere electronic devices are sold. I've seen them for less than $10 in many stores. Just make sure the packaging shows it supports Roku players.

    • Ken465's avatar
      Ken465
      Reel Rookie

      Thanks for the reply atc98092.

      No bright lights interfering, nor any flashing light when viewed through my cell phone camera.

      I think I have a problem.

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator

        Hello Ken465

        Thanks for the post.

        If you are still experiencing an issue, please provide us with the serial number of your Roku device (printed on the side/back of the device) and I'll be able to pass along your information to our Support team to assist you further.


        Regards,
        Karla