Forum Discussion

ChrisGunnell's avatar
ChrisGunnell
Channel Surfer
2 years ago
Solved

[OS 12.5] Remote stopped working after software update

Roku 3 - 4200x will not recognize/pair to remote after software update to version 12.5.0 build 4169-04.  Gaming Remote that came with the streaming device worked Thursday as normal. Friday woul...
remotes
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi ChrisGunnell,

    Thanks for posting, and welcome to the Roku Community!

    We appreciate you for reaching out for support here to us. We recommend first performing a system restart on your Roku streaming device to see any improvements if your remote will pair before performing a total reset. To do this, kindly navigate to Settings > System > Power (skip if no sub-menu) > System Restart.

    Kindly keep us posted on what you find out after restarting your Roku device.

    All the best,

    Kash

Frostwolf's avatar
Frostwolf
Streaming Star
2 years ago

I have no plans on purchasing any more Roku. My last two purchases have been a disappointment, a downgrade from previous generations.

Audio problems, remote problems that go unfixed and support doesn't give a hoot. Forced changes that affect applications negatively. 

My experience with Roku tech support is on par with Comcast and AT&T at the bottom of the barrel.

 

SShook's avatar
SShook
Channel Surfer
2 years ago

Still experiencing this issue, but a new wrinkle has surfaced. Upon powering on, when the stick is connected to the network, no remote. If stick has no network connection, remote works fine. Re-establishing the network connection if already connected "wakes up" the remote and it works. 

Still tiresome that the overall issue is still unresolved, but wanted to mention this wrinkle for others with the issue.

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi SShook,

    Thank you for posting here in the Roku Community!

    We will be more than delighted to assist you further with this issue that you're having with the Roku remote. May we know what troubleshooting steps you have taken so far? What Roku device are you using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify)

    Please also check out this support link here on how to fix your Roku voice or simple remote that is not working.

    We look forward to hearing from you soon, and we hope this helps.

    Thanks,

    John

    • SShook's avatar
      SShook
      Channel Surfer
      2 years ago

      Thanks John. All the answers to your question are in the thread already.  

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        SShook,

        We've got your note!

        I just wanted to know if this behavior happens every time or if it is sporadic. In addition, what is the serial number of the Roku device that is associated with it, and when did you start noticing this?

        Please keep us posted!

        Thanks,
        Rey