Forum Discussion

GRob1's avatar
GRob1
Reel Rookie
2 years ago
Solved

Remote stops working even with new batteries.

I have the same issue with the simple remote that came with the Roku Express 4k 3930x. The device was purchased in June 2022. 

The remote was sitting on the dresser near the TV. It was not dropped and hardly used because I don't watch TV very often. I only watch on occasion. I replaced the old batteries with new alkaline batteries and still no dice. This is a simple remote with no pairing button. I tested a remote for an old Roku express and that one is working fine, so I'm sure there is no issue with the Express 4k device itself. 

I performed the camera test with my phone and there was no IR light from the newer Express 4k remote, but the old Express remote I can see an IR light.  My conclusion is that there is a problem with the Express 4k remote.

Question for someone who works for Roku. Is it possible to get a replacement remote since the one I currently have just stopped working for some odd reason?  

remotes
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi, SiSiResoKlein 

    It's always great to see new users around here in the Roku Community.

    We understand that you're having an issue with your Roku remote that stopped working, and we appreciate your efforts in the attempt to resolve this. In our efforts to assist you, kindly follow the troubleshooting steps below to resolve the issue regarding your remote.

    Re-pair your voice remote to your streaming device

    Put your streaming device in pairing mode:

    1. Remove the power cable from your streaming device
    2. Wait at least 5 seconds
    3. Re-connect the power cable
    4. Wait for your streaming device to power on, and the Home screen to appear on your TV screen
    5. Within 30 seconds of seeing the Home screen on your TV screen, put your voice remote into pairing mode

    Put your voice remote in pairing mode:

    1. Press and hold the pairing button on your voice remote for 20 seconds. The status light should slowly flash green, stop, and then flash rapidly. When this happens, release the pairing button and your remote will restart.
    2. Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash. If the light does not flash, charge your remote.
    3. Wait for 30 seconds while the remote establishes a connection with your streaming device.

    Once your streaming device and remote are connected, the pairing dialog will appear on your TV screen.

    Please keep us posted on how this works.

    Best wishes,
    Kash

38 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi GRob1,

    Thanks for joining us here in the Roku Community!

    We see that you're having an issue with your remote, and we'd like to help. Could you share with us the device serial number where the remote is paired along with it? Please also provide the serial number of the remote. This can be located in the battery compartment.

    Please keep us posted.

    Thanks,

    Rey 

    • GRob1's avatar
      GRob1
      Reel Rookie
      2 years ago

      Hello Rey, 

      Thanks for writing. 

      As requested the here is the information for the Roku Express 3930X and remote that came with it: 

      Roku Express: Model 3930X - S/N:  X00400AG9TGL

      Roku Remote:  Model#: RC-ALIR  -  S/N: 3226001236

      Please let me know if you need additional information if required.  

      Kind Regards

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        GRob1,

        Thanks for the update,

        I have passed along this to our Support team and also sent you a PM for further information.

        Thanks,

        Rey

    • LeonaMc76's avatar
      LeonaMc76
      Newbie
      2 years ago

      I'm having this issue just now too,tried removing batteries and turning tv off for a bit but not even turning on. It's tv in grandsons room so very frustrating 😑 

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        A warm welcome here in the Roku Community, LeonaMc76!

        We appreciate you reaching out for support about the remote issues you are currently experiencing and we'd be happy to find you the best resolution for this.

        Before we proceed, may we know what specific Roku player this remote was connected to and is this the remote that comes with that device? Also, are there any flickering lights appearing on the device when you press any buttons on the remote? 

        In the meantime, we suggest pressing and holding the Back and Home buttons simultaneously for about 30 seconds to reset it. After doing so, re-pair it again to see if this will make any difference. 

        We'll be looking forward to your response!

        Best regards,
        Carly

  • TRBG's avatar
    TRBG
    Newbie
    2 years ago

    I am having the same problem. My remote won't work even with new batteries. The Roku possible channel appears on the TV but will not respond to the remote. I purchased the Roku Express on September 27th 2023. I would like to get the remote replaced. Please let me know how to do that. Thank you

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi TRBG,

      Welcome, and thanks for making your first post here in the Roku Community.

      We're here to help. To better assist, please send us a PM with your shipping address along with your best contact phone number.

      Thanks,

      Rey

      • Kmrbethell's avatar
        Kmrbethell
        Newbie
        2 years ago

        Hi I am having the same problem with my 4k express and my stick but I already replaced my remotes and I have reset and paired them several times. Not sure what else to do?

  • Fraidy's avatar
    Fraidy
    Newbie
    2 years ago

    We have three devices in our house and two NEVER work.  One does.  The remotes don't work with the devices so we can't use them.  Very frustrated and quite disgusted. 

  • NotInsane's avatar
    NotInsane
    Reel Rookie
    2 years ago

    Just a follow up. Roku got in touch with me and we did some sluthing. It turned out my >= button was jammed in some way. That is, though it was sticking out just like the rest of the buttons, it didn't have that nice thunk when you pressed it. It felt "solid".

    I got surprised with a new remote in the mail a day later. It works fantastic!

    This is the first time I ever got involved in a product forum and actually got such satisfaction. Especially on such a low cost item. I have great respect for Roku. They've earned it!