Forum Discussion

Gverntz3's avatar
Gverntz3
Binge Watcher
2 years ago
Solved

Only the power on/off and volume controls work!

Model 3820X

Tried the following:

New batteries, re-pairing, factory reset , different hdmi port and hdmi extender.

As soon as I turn off the TV and turn it back on nothing on the remote works except for power button and volume control buttons. Can't  navigate roku menu.

please help

 

 

remotes
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, GillerB

    Welcome to the Roku Community.

    Thanks for sharing these details with us, and we'd like to address the issues you've experienced. We've sent you a PM for us to collect more details regarding this.

    In addition, you can order the HDMI Extender for your Roku Streaming Stick at Free HDMI® extender  to reduce any signs of warming of your Roku Streaming Stick.

    Wishing you the best,
    Kash

52 Replies

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  • Gverntz3's avatar
    Gverntz3
    Binge Watcher
    2 years ago

    Updated info : it was working fine for about 9 months and yesterday the remote has started to act up. I also have another Roku stick with the exact remote and when I pair it to the broken set everything seems to work fine. So, I think the culprit is the remote! Is there an update for the remote? Is it still under warranty? Your comments would be appreciated. 

     

    • Gverntz3's avatar
      Gverntz3
      Binge Watcher
      2 years ago

      Well, scratch that theory. Second remote now just failed, so I moved the spare Roku stick onto the broken set and recycle the TV 4 times to make sure remote was working. Did notice on the first power up updates came through. So, I guess the Roku stick is bad?

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Gverntz3,

      Welcome to the Roku Community, and thanks for flagging us about this remote issue.

      You mentioned that you have a second remote. Is this a Roku remote? Have you also tried re-pairing this remote and see if you're still experiencing the same issue?

      If the persists, please reply back here and let us know the device serial number.

      Keep us posted. Thanks,

      Rey

      • Gverntz3's avatar
        Gverntz3
        Binge Watcher
        2 years ago

        The second remote is a Roku remote also. Both remotes do pair but once I turn off the TV and restart only the power, volume and mute button works. No nagavation buttons work. Finally, I moved the other roku stick to this TV and everything is OK. But, now I have a roku stick that is only 10 months old and doesn't work.

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Welcome, and thank you for posting here at the Roku Community, Wer123oiuy9876!

        No worries. We're here to find you the best resolution possible.

        May we first know what Roku streaming device your remote is connected to? In addition, where and when did you purchase it, and is it the remote that comes with the box? Also, what type of Roku remote are you having this issue with? Here's our Support article to help you Identify your remote. Have you tried to change it with a fresh new set of batteries? 

        Furthermore, our Support article on How to fix your remote might help you. 

        Please let us know how it goes and we'll go from there. We'll be looking forward to your update! 

        Kind regards,
        Carly

  • ccurls's avatar
    ccurls
    Newbie
    2 years ago
    Spoiler
    Spoiler
    I'm having the same problem.  Replaced batteries twice in 3 days.  Have had to do a full reset & re-pair my remote to the stick twice in the past 2 days which is really tiresome ( have to go through initial set up of the device and all tiles each time).  Reset it just this morning and it froze again 4 hrs later 
    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi ccurls,

      Thanks for letting us know about your experience. We're sorry for the inconvenience.

      May we ask, how are you powering your device? Also, was this issue persistent to all your devices?

      We'll appreciate your response regarding this matter.

      Regards,
      Janadee

      • Gverntz3's avatar
        Gverntz3
        Binge Watcher
        2 years ago

        Tried both USB ports. When I use another Roku stick on this TV everything works fine.

  • mmaz_snake's avatar
    mmaz_snake
    Reel Rookie
    2 years ago

    Gverntz3  I'm having the exact same problem, with the exact same model number (3820x) and it started around the same time as yours (approximately 2 weeks ago) after working perfectly for over 7 months.    The volume and power buttons on the Roku remote both work to control the TV without issue.    I noticed that the Roku app on my phone controls the stick without a problem, even when the Roku remote isn't working.    I have re-paired my remote many times, and just ordered the free HDMI extender to see if that will work.   If it doesn't, I will contact support to see if I can get a replacement remote, since the stick is less than 1 year old.

    • Gverntz3's avatar
      Gverntz3
      Binge Watcher
      2 years ago

      I don't think it's the remote because I have two sticks and both remotes fail with the stick. The other stick is working fine when I use either remote.

    • ampre's avatar
      ampre
      Reel Rookie
      2 years ago

      Exact same problem here.  Clearly something wrong with how these devices connect when power is restored and the Roku is turned on.  I have two separate devices I just purchased a week ago - both have the same problem.

       

      Both are powered by the USB on the TV.  I suspect plugging into wall will help as Roku will just stay on but it's for my RV and drawing battery power when TV isn't on isn't a solution for me.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Community users.

      Thanks for flagging this to us.

      We understand the issue you've experienced, and we'd like to gather more information regarding this so it can be forwarded to the appropriate Roku team for a fix. Kindly provide the following:

      • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
      • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
      • A photo or video clip referring to the issue,

      Once we have this information, we will be able to investigate further.

      Wishing you the best,
      Kash

      • ampre's avatar
        ampre
        Reel Rookie
        2 years ago

        Video of how the remote behaves when the Roku is turned on can be found here:

        https://youtu.be/zDdSTrJqvEU 

        Details

        Model: 3820RW2 Streaming Stick 4K

        Serial Number: X0250002CU95 (S0JC3362CU95)

        Software Version: 12.5.0 build 4175-E6

        GC Version 10.2.30

        ID 95-418-870

        I have tried to disable CEC on my TV with no impact in performance.  The remote connects at first boot, but then starts to stutter and loses connection shortly.  In most cases removing the battery and putting back will reconnect and everything works.  On a few occasions, that didn't work and I needed to use my phone to control the Roku to then repair the remote - after which everything works until the TV is turned off.

        I have tried changing HDMI inputs when this occurs and then back to the Roku with no impact.

        Also I have noticed that occasionally the Roku starts up showing the dancing Roku startup screen but rarely.  In this case the remote always works perfectly.  However most of the time, the startup screen does not show (as is in the video) and it immediately goes to the home screen which is when I tend to have issues using the remote.

  • ijazkhan's avatar
    ijazkhan
    Channel Surfer
    2 years ago

    It appears you've tried various troubleshooting steps. To address the issue with the Roku remote, consider checking HDMI-CEC settings on your TV, restarting the Roku device, updating its software, or trying another remote. If the problem persists, reach out to Roku's customer support for further assistance.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Brutuswhite,

      A warm welcome here in the Roku Community!
      We will be more than happy to take a closer look into this issue that you're having with the Roku remote. May we know what kind of Roku remote you are using right now? (simple, universal, or voice remote) What troubleshooting steps have you taken so far?

      We look forward to hearing from you soon.

      Thanks,

      John

      • Gverntz3's avatar
        Gverntz3
        Binge Watcher
        2 years ago

        So my unit was delivered to your shop last Friday under RMA 508741. when will I see an update on my replacement.  Thanks Gary Vernick 

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago

    Thanks for the update, Gverntz3.

    Would you mind sending us a PM here at the Roku Community? We want to ask for personal data via PM to resolve this concern. To send a private message, click the user's name beside the icon, and you will be redirected to the user's profile. There, you will see "Send this user a private message."

    We'll be waiting for your response.

    Thanks,
    Janadee