Forum Discussion

Manokig's avatar
Manokig
Channel Surfer
7 months ago

Remote stops working when stick connected to wifi

I have a streaming stick 4k and I lost the original RC790 voice remote. So I purchased the simpler remote model RC82.  Everything works fine until the sticks connects to the wireless network: th...
remotes
RokuTakashi's avatar
RokuTakashi
Community Moderator
7 months ago

Hi, Manokig 

Thanks for posting, and welcome to the Roku Community.

We understand that you are having issues with your Roku remote not working with your Roku device, and we're here to provide you with information regarding your concern.

Please note that a Roku Streaming Stick is only compatible with a Roku Voice Remote, which must be paired with the device. This explains why the Roku remote you currently have does not work as expected with your Roku device.

For more information, you can check this official Roku website about the Roku Voice Remote

We hope this helps, and let us know if you have further concerns or inquiries.

Thanks,
Kash

Manokig's avatar
Manokig
Channel Surfer
6 months ago

Thanks for the reply. 

why would the remote pair with the stick then if it isn’t compatible? And why would it work with it until the stick connects to wifi? 

ive read many other threads on here about people having the same issues, also with the voice remote. 

this seems to be a Roku issue, your answer isn’t satisfactory as it doesn’t address the issue. 

  • Boston_Bob's avatar
    Boston_Bob
    Channel Surfer
    6 months ago

    I am seeing the same thing.  The remote works totally fine until the wifi is connected, then it stops working and I have to access the Roku from my phone.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      6 months ago

      Hi, Boston_Bob 

      Thanks for posting here in the Roku Community.

      I understand the trouble you have encountered with your Roku remote that stops working when connected to your WiFi, and we're here to provide you with steps that you can follow to resolve the issue.

      To start, follow our troubleshooting steps to assist you in resolving these remote issues.
       
      1. Restart your Roku remote. If your voice remote has a rechargeable battery, follow the steps below below to reboot your remote
      • If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
      • If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home for 20 seconds.
      2. Restart your streaming device to enter pairing mode
      • Unplug your streaming device from the power source. Wait at least 5 seconds before plugging it back in.
      3. Pair your Roku voice remote: 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.
      • If your voice remote does not have a pairing button, press and hold the Back and Home buttons for 5 seconds, or until you see the status light begin to flash.
      For detailed instructions on how to troubleshoot your Roku remote, you can refer to this support article:
      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,
      The Roku Community Team.
      • Manokig's avatar
        Manokig
        Channel Surfer
        6 months ago

        This didn’t help. 

        And to be sure, the remote is absolutely compatible with the stick: I brought my stick with me on a trip, connected it to the TV, and the remote works no problem. Back home, when the wifi connects: no more remote. 

        So the remote works, is totally compatible with the stick, and maybe the many other users complaining about exactly the same problem are onto something: it’s a Roku issue that should be fixed rather than deflected as « a feature, not a bug »