Forum Discussion

Imintheloo's avatar
Imintheloo
Channel Surfer
4 years ago
Solved

My TCL Roku remote and Roku App stopped connecting to my TCL tv so we can’t watch anything

For the past 2 weeks my TCL Roku remote and Roku App keeps disconnecting from my TCL tv so we can’t watch anything. My TV is on the latest version.
  • RokuKariza-D's avatar
    RokuKariza-D
    4 years ago

    Hello Imintheloo

    Thanks for the post.

    Please be advised that remotes for Roku TVs are manufactured directly by the TV manufacturer. We would recommend reaching out to the TV manufacturer's customer support team to report the issue and get help.

    For a list of Roku TV manufacturers contact information, visit our Community post here: Contacting Support for Your Roku TV

    We appreciate your understanding.


    All the best,
    Kariza

Imintheloo's avatar
Imintheloo
Channel Surfer
4 years ago

Thanks, Kariza. However, I have two exact same TCL TVs and both TVs are having the same issues with my physical remote and the Roku Remote App since the new update. It’s both Roku Devices that’re built in the TV that is not “searchable” when trying to connect.

We’ve never really had these issues until our TV’s software was updated.

 

RokuKariza-D's avatar
RokuKariza-D
Retired Moderator
4 years ago

Imintheloo

Appreciate the follow-up.

Just to confirm, are you using the remote that came with your Roku TV? If so, we indeed recommend contacting the TV manufacturer.

You can reach TCL Support here: https://support.tcl.com/us or at 1-877-300-8837.


All the best,
Kariza

  • Imintheloo's avatar
    Imintheloo
    Channel Surfer
    4 years ago

    Hi Kariza,

    We actually use the Roku App on our phones since we purchased the TV. Since the app was not working we pulled the physical remote that came with the TV out from storage and tried it. Those too kept disconnecting. 

    • CamilaGonzalez's avatar
      CamilaGonzalez
      Newbie
      2 years ago

      maybe it's on a diffrent network? mine never connected until I paired it to the same network as my phone and that did the charm!