Forum Discussion

rrporto's avatar
rrporto
Channel Surfer
2 years ago
Solved

Ok Button On Remote Not Working

I have a very similar case, remote partially works, that is, arrows right and left work but the rest doesnt. what could it be?

remotes
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi NVDan,

    Thanks for your first post here in the Roku Community!

    We're grateful to you for sharing this information with us, and we would like to help. It might be best to replace your Roku remote with a new one due to its longevity. You can visit this website to browse for Roku remotes that are compatible with your Roku TV at this link: Remotes and Accessories. Make sure to browse for the Roku Voice Remote since this is the remote that is compatible with Roku TVs.

    In addition, you can refer to this support article on how to successfully set up your Roku mobile app as a remote. How to connect the Roku® mobile app to your Roku device over Wi-Fi®

    Thanks,
    Kash

    • rrporto's avatar
      rrporto
      Channel Surfer
      2 years ago

      no, it doesn't work.

      nothing. reset via device, reset via physical button, new batteries, even factory reset.

      not with factory reset I lost connection via app as well. so ... yeah ... cant even use it anymore,

      what now??

      we should have a customer support number.

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi rrporto,

        Thanks for keeping us posted!

        We would be more than glad to assist you further and need more information. Could you please send us the following information below:

        • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
        • Roku remote model and serial number.

        We would appreciate your response.

        All the best,
        Kash

  • NVDan's avatar
    NVDan
    Newbie
    2 years ago

    I am experiencing the same problem. Everything has been fine for quite some time and then today it just stopped. I have a Roku TV and when I use the remote a light comes on at the bottom of the screen. It still does that for everything except the OK button and the Home button. I've tried everything except the factory reset. I've noticed that those who have tried the factory reset have discovered the OK button still doesn't work and you can't complete the setup.

    Something else I've noticed, the phone app won't connect with the TV. It doesn't see it. I tried putting in the IP address and it still wouldn't see it.

    • rrporto's avatar
      rrporto
      Channel Surfer
      2 years ago

      yeah. I would say DO NOT perform factory reset. it hasnt work for me, that is, remote situation hasnt improved at all but I've lost connection between cell (app) and device ... which means ... Roku is now dead since I dont have the remote to set it up again (and once you do the factory reset you lost connection between app and device).

      if your remote doesnt work, I would probably try another one from a friend of neighbor. if it still doesnt work, you then have, at least, the option to use app only.

      on my end, I am not buying another roku tv. if after 2 years of perfect care the device stopped working I wont be trusting my money into it again, specially without technical support to fix devices. to me this is another chaos engineering where things are programmed to not last forcing you to spend more money. not my money though... at least not to Roku. Now I am moving to fire TV or chrome cast

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi NVDan,

      Thanks for your first post here in the Roku Community!

      We're grateful to you for sharing this information with us, and we would like to help. It might be best to replace your Roku remote with a new one due to its longevity. You can visit this website to browse for Roku remotes that are compatible with your Roku TV at this link: Remotes and Accessories. Make sure to browse for the Roku Voice Remote since this is the remote that is compatible with Roku TVs.

      In addition, you can refer to this support article on how to successfully set up your Roku mobile app as a remote. How to connect the Roku® mobile app to your Roku device over Wi-Fi®

      Thanks,
      Kash

      • tvs23's avatar
        tvs23
        Reel Rookie
        2 years ago

        We have one Roku remote where the ok button basically does not work. The arrow buttons require a sharp push to work. I have sync another of our remotes with this Roku and they work just fine. The Roku is streaming stick 4k with voice remote, not rechargeable. Battery level is fine. I have serial numbers etc.