Forum Discussion

Jhablewitz's avatar
Jhablewitz
Newbie
2 years ago
Solved

Remote down button does not work

We purchased our @Roku in July, but did not use until August. The down button on the remote does not work. This is unacceptable to me, as it has only been 2 months since we have used it. How can we remedy this situation? Any support on this issue would be greatly appreciated.

Thanks

Jen H.

remotes
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, RoLuku

    Thanks for posting, and welcome to the Roku Community.

    We understand the issue you've encountered with your Roku remote, and we're here to assist. As a start, let's troubleshoot this to resolve the issue. Kindly perform a system restart by navigating to Settings > System > Power > (skip if no sub-menu) > System Restart. After this, kindly check if the remote still skips when navigating.

    Let us know how it works.

    All the best,
    Kash 

17 Replies

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  • HDMIGuy's avatar
    HDMIGuy
    Roku Guru
    2 years ago

    Jhablewitz Did you purchase the Roku device from Roku or a retailer like Walmart, Target, Amazon, Best Buy?  If you purchased from a retailer I would ask for a replacement remote.  If you purchased the device from Roku they will likely replace the remote but be aware that Roku will make you pay shipping to return your device which may cost more than a new remote depending on which remote you have.

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    We're grateful to have you here at the Roku Community, Jhablewitz!

    Thanks for sharing your remote issues with us. No worries. Our Support team has been made aware of this matter. Kindly keep an eye out for your emails, as they will reach you there. 

    Let us know if there's anything else we can be of assistance with, and we'd be more than happy to continue doing so.

    Kind regards,
    Carly

    • DebbeS's avatar
      DebbeS
      Newbie
      2 years ago

      As of this morning the down button does not bring up the guide- why?  What is the fix and temporary solution?

    • berniez's avatar
      berniez
      Reel Rookie
      2 years ago

      I am having the same exact issue. I bought Roku Express 4K+ from Amazon in July. That is in a spare room and hardly ever used. The down arrow button needs to be pushed really hard to do anything. Been putting up with it. When scrolling through a guide, this is a big problem. Other than this button, remote is fine. I am sure I need another remote to fix this issue. Please advise

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Thanks for the update, berniez.

        We're sorry for this experience. May we know what specific Roku remote this is and what is the device ID paired with your remote? You can go ahead and check it through Settings > System > About. 

        We're hoping for your response.

        Regards,
        Janadee

  • ColleenC's avatar
    ColleenC
    Reel Rookie
    2 years ago

    Have same issue.    Ordered new streaming stick from WaMart in August.    Down button barely works, everything else works great.   Model 3820Rw2. Streaming Stick 4K