Forum Discussion

hlship's avatar
hlship
Newbie
3 years ago

Roku 4k+ Streaming Stick will not pair with remote

I am setting up my Roku Streaming Stick (3810R) and TV after being in storage during some house construction. Roku was purchased in Mar 2020. TV is working fine.  Roku remote can turn it on and off...
remotes
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

Hi KCTexas,

Welcome to the Roku Community!

Thanks for letting us know about the behavior you are seeing with your Roku device and we appreciate the troubleshooting steps you've done so far. 

We want to perform a few steps to make sure we are providing the best service. Could you please perform the power cycle by unplugging your TV for about 2 minutes? This includes unplugging the HDMI cables from the TV, and the power supply. Then please remove the batteries from the remote. Plug it all back in and place the batteries in the remote once you see the ROKU letters bouncing if that resolves the issue.

Please try doing this in order and see if it helps with what you're experiencing.


Best regards,
Mary

KCTexas's avatar
KCTexas
Reel Rookie
3 years ago

Mary, Thank you for your reply. I previously had tried all these things. I also tried the streaming stick on a different TV. I came to the conclusion that either the remote was defective or the stick had a problem with its pairing software. I am currently in the process of getting a RMA since the stick is only 4 months old.

  • RokuNimfa-C's avatar
    RokuNimfa-C
    Retired Moderator
    3 years ago

    KCTexas, 

    Thanks for following up. 

    We appreciate your effort in doing all the steps trying to resolve the issue with your Roku remote. We can see that you are already working on the request with one of our Support team. They will provide you with further details and we recommend continuing to work with them. 

    Please let us know if there is anything else we can assist you with.


    Regards, 
    Nimfa

    • SheriK66's avatar
      SheriK66
      Newbie
      3 years ago

      I am having the same problem.  Brand new.  I have done all the suggestions with no success.  This is extremely frustrating.

       

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi SheriK66,

        Welcome to the Roku Community!

        We're sorry to hear that you've been having this trouble with the Roku remote and we can understand how that may be frustrating. We will work with you to know what went wrong so we can assist you further and fix the issue.

        We would like to ask you to attempt to pair the Roku Remote to your Roku device using the below steps:

        1. On your Roku Home screen, navigate to Settings > System > Power > System restart
        2. After your TV restarts and returns to the Home Screen, navigate to Settings > Remotes & Devices > Setup a new device
        3. Click "Remote" followed by "Continue"
        4. Locate the pairing button on the bottom of the back of the remote
        5. Press and hold the pairing button for at least 20 seconds
        6. The remote should now re-pair to your device and you will need to click Continue, Accept, and Continue to finish the process

        If the issue persists, please refer to the support article here for additional troubleshooting steps: How to set up your Roku voice remote | Official Roku Support

        If your remote still does not pair or you have any questions, please keep us posted so we can assist you further.


        Best regards,
        Mary