Forum Discussion

abby7's avatar
abby7
Reel Rookie
3 years ago

New Roku Express remote doesn’t work

Bought a brand new Roku today and tried to set it up but the remote doesn’t work. I’ve tried new batteries and different angles. All the troubleshooting suggestions and nothing works

27 Replies

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  • RobN's avatar
    RobN
    Reel Rookie

    I’ve got the same problem. I bought a Roku Express 4k and within a day the remote was dead 

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator

      Greetings RobN 

      Welcome to the Roku Community and thanks for posting regarding your Roku Express remote that isn't working.

      Please be aware that the Roku Express 4K comes with a simple remote. What troubleshooting steps have you already taken to try to fix your remote issues? Have you tried replacing the batteries in the remote? Are you making sure the IR sensor on the Roku device is visible?

      For more information and troubleshooting steps regarding your remote, visit our Support page here: Fix your remote

      Please keep us posted what you find out and we will be more than happy to assist you further.


      Thanks,
      Danny

    • Madster's avatar
      Madster
      Channel Surfer

      RobN That's so frustrating that your remote died within a day. Hopefully you were able to get your device set up before it did that! 

      When I was scouring the internet to find a solution for my remote not working, I saw that you can download an app through Roku to use your phone as a remote. I wasn't able to do this in my situation because I couldn't complete the set up phase of my device, but if yours is already set up, my understanding is that the app will be able to sync with the device that is already hooked up to your internet.

      • ciotog's avatar
        ciotog
        Reel Rookie

        I am in the same boat. I bought the Roku Express 4K , SKU 3940CA a couple of weeks ago. The remote worked for a short while, I was half-way through setting up the WiFi password when it stopped working and hasn't worked since.

        What are our support options from Roku?

  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator

    Hi abby7

    Welcome to the Roku Community. 

    We're here to help you with your Roku remote. We can see that you have a simple remote, for precise, simple tips and troubleshooting steps you can test it by looking at the front of the remote through a digital camera. If you see a flashing light in the camera view, then the remote is working. If there's no flashing light, the remote has failed.

    For detailed instructions, refer to this Support link: How to fix your Roku voice or simple remote that is not working.

    Let us know if there's any difference after and if it doesn't work kindly send it here the serial number of your Roku device where you tried to pair the remote. 


    Regards,
    Nimfa

    • abby7's avatar
      abby7
      Reel Rookie

      Hi, the suggestions in the support link didn’t work. Where do you want me to send the serial number?

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator

        abby7 

        Thanks for the reply. 

        We're sorry to hear that. You can try to access the website using a different browser. Please feel free to share the serial number of your Roku device in your response, or you can send it to me privately if you prefer not to post it publicly. And we'll review it further. 


        Regards,
        Nimfa

    • AnnaLemos's avatar
      AnnaLemos
      Reel Rookie

      I purchased a Roku Express device and the remote was not working. I tried new batteries, followed all the troubleshooting instructions, but nothing helped. I lost my receipt, so I couldn't change it for a new one. What can I do about it? Would you guys replace my remote? 

  • Madster's avatar
    Madster
    Channel Surfer

    So, I purchased a Roku Express 4K device and the remote didn't work right out of the box. I tried new batteries, followed all the troubleshooting instructions but when I looked at the remote through a digital camera, I saw no light, so I knew I had a failed remote. I then exchanged my Roku for a new one, and guess what.... I got another failed remote! I am so frustrated right now and I don't know what to do because I don't trust that purchasing yet another new Roku Express 4K will provide me with a working remote. Any suggestions on a different device around the same price that will guarantee I will not get another dud of a product? I have never been so dissapointed with a purchase before. 

    • renojim's avatar
      renojim
      Community Streaming Expert

      Madster, do you mean the Express (3960R) or the Express 4K+ (3941R2) that comes with a voice remote?  The model number is always more helpful.  The voice remote has to be paired to the Roku device.

      • Madster's avatar
        Madster
        Channel Surfer

        renojim It's the Roku Express 4K SKU# 3940CA. This one has the simple remote without a pairing button.