Forum Discussion

Kogano's avatar
Kogano
Reel Rookie
2 years ago
Solved

Only certain buttons working on roku remote

I've had my streaming stick for not even 3 months,  and about 3 weeks ago my remote stopped functioning.  We also use the remote on our phones but it's a pain for our kids since they don't have the app. I tried new batteries,  unplugged everything for a few minutes,  repaired the remote, reset the network,  and nothing is working.  The right and down button won't work.  Now since I reset the network,  I can't reconnect that either since I need the non functioning buttons to enter the password.  Can anyone help,  I've spent hours on this. 

remotes
  • RokuArjiemar's avatar
    RokuArjiemar
    2 years ago

    How are things? DLC7,

    Warm greetings from the Roku Community!

    We are sorry to hear about the issue you reported and want to let you know that this is not the typical experience we expect from our products. We're pleased to assist,

    If you believe your Roku product is malfunctioning or wish to return your order for a refund, you must first request a Return Material Authorization (RMA) number. Before you submit a refund or replacement request, it is essential to understand the process details described in this article. Step-by-step instructions for returns and warranty replacements

    Please keep us posted on what you find out; we will happily continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

8 Replies

  • renojim's avatar
    renojim
    Community Streaming Expert
    2 years ago

    Well, since you mentioned kids, my question would be which one spilled something on the remote?  đŸ™‚  Buttons not working is often a sign of a dirty button.  If it were mine, I'd take it apart and try to clean it.  Roku remotes are a pain to get apart, but it's possible.

    There's no way to get it connected to your network again without a working physical remote.

    • DLC7's avatar
      DLC7
      Reel Rookie
      2 years ago

      I am having the exact same issue. The right and down buttons do not work. I have only had my device for less than a week. No kids to spill anything on the remote. I have reset…re paired…restarted… nothing works! Can it be replaced without having to purchase a new system?

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        How are things? DLC7,

        Warm greetings from the Roku Community!

        We are sorry to hear about the issue you reported and want to let you know that this is not the typical experience we expect from our products. We're pleased to assist,

        If you believe your Roku product is malfunctioning or wish to return your order for a refund, you must first request a Return Material Authorization (RMA) number. Before you submit a refund or replacement request, it is essential to understand the process details described in this article. Step-by-step instructions for returns and warranty replacements

        Please keep us posted on what you find out; we will happily continue assisting you further. We look forward to hearing back from you.

        Thanks,

        Arjiemar

    • Kogano's avatar
      Kogano
      Reel Rookie
      2 years ago

      Thanks for the idea,  but although it's possible I don't belive it's from a spill of any sort. None of the buttons are sticking. I've read about others having this same issue and have tried the suggestions that people have them,  with no luck.

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi Kogano,

        Thanks for sharing this concern with us. We're happy to assist.

        We believe the remote wasn't specified yet. Do you mind identifying which Roku remote this is? Also provided in this support article are ways to possibly resolve issues with Roku remotes. Please check them out here.

        If none of this works for you, please keep us informed so we can look closely at your devices and see what we can do from there.

        Sincerely,
        Janadee