Forum Discussion

Ff73's avatar
Ff73
Channel Surfer
2 years ago

Remote does not work at all after troubleshooting

The remote that came with my streaming device at paired worked correctly out of the box.  Now, a few weeks later, it does not work at all.  I've changed batteries and tried all the troubleshooting gu...
remotes
RokuJharra-Q's avatar
RokuJharra-Q
Retired Moderator
2 years ago

Hello, Ff73!

We appreciate your reply. Rest assured that we will help you pair your Roku remote successfully with your device.

Before proceeding, we'd like to know the following so we can assess your concern better:

  • Is this a newly purchased remote? If not, is this the remote that came with your Roku Streaming device? 
  • What Roku device are you trying to pair with the remote?
  • When pairing this remote on a different device, did it pair successfully? 
  • When and where did you purchase this?

We'll be looking forward to your response.

Best regards,
Jharra

Ff73's avatar
Ff73
Channel Surfer
2 years ago

This remote came with a Roku 4k streaming stick.  We purchased the stick at Target approximately 1 month ago but have only used it a few times.  I have not tried to pair it with any other device.

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    2 years ago

    Thanks for the reply, @Ff73!

    We appreciate you for your efforts in trying to resolve it. We're here and ready to help you further with this matter!

    Note: You can use the Roku mobile app to control your streaming device while troubleshooting your voice remote.

    Here are some troubleshooting steps that can help you resolve the issue:

    Please use the Roku mobile app or another Roku remote compatible with your streaming device. Follow these steps to activate pairing mode from the Settings menu.

    1. Press Home on your working remote or from the Roku mobile app
    2. Scroll and select Settings
    3. Select Remotes & devices
    4. Select Add devices
    5. Select Remote
    6. Select Continue
    7. Follow the on-screen instructions to pair your voice remote again.

     If you do not have a second Roku remote that already works with your streaming device or the Roku mobile app installed, you can restart your streaming device to put it in pairing mode. When your streaming device is powered on, it will automatically enter pairing mode and look for remotes.

    Use the following steps to restart your streaming device.

    1. Remove the power cord from your streaming device
    2. Wait at least 5 seconds
    3. Re-connect the power cord

    Once you see the Home screen, follow the steps in the next section to put your voice remote into pairing mode and complete the pairing process with your streaming device.

    • If your voice remote has a pairing button, it will be located either on the back of the remote or under the battery cover.
    • Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash, to put your voice remote into pairing mode.

    This should resolve the issue you are experiencing; however, if it is still unresolved, please reply, and we will be able to assist you further.

    Thanks,
    Jharra

    • Ff73's avatar
      Ff73
      Channel Surfer
      2 years ago

      I've tried your troubleshooting steps several times and cannot get the remote to go into pairing mode.  I clearly need a new remote.  How do I get a free replacement remote.

      • RokuJharra-Q's avatar
        RokuJharra-Q
        Retired Moderator
        2 years ago

        Hi SheHoneyBadger, thank you for posting here in the Roku community!

        We appreciate the effort you've made in troubleshooting. We are committed to providing further assistance, and to do so, we kindly request the following information:

             - When did you purchase the remote? (if the remote was purchased separately)
             - May we know the serial number of the Roku device that was paired with the remote?
             - What type or model of Roku remote do you have?

        We are looking forward to receiving your responses and gathering the necessary details.

        Thanks,
        Jharra

  • SheHoneyBadger's avatar
    SheHoneyBadger
    Reel Rookie
    2 years ago

    I've had this same issue, over and over, after following the same troubleshooting steps. I have literally had to re-purchase my remote for my Roku TV about 4 or 5 times. Sorry I can't be more helpful, but thought I'd chime in and let you know you're not alone.