Forum Discussion

TorianEC's avatar
TorianEC
Streaming Star
4 months ago

Roku Remote constantly disconnects

The remote I have affiliated with my Roku ultra 2022 constantly disconnects multiple times daily. I have been sent a replacement from Roku directly but it is just the same.

This has worked for a long long time and all of a sudden has decided not to connect. I don't know if it is the Roku unit itself or the remote but it is an extreme struggle to reconnect it. I have not changed any of the settings or the television. All software is up-to-date.

I have powered down my wireless and rebooted my network any number of times. I have also restarted the Roku unit. None of this works

Extremely frustrating and I am angry. I have another unit in another room and it works  perfectly. I have not dropped this remote nor broken it in any way. It is the same as the one that originally came with the unit in that it constantly constantly disconnects. The only way I can reconnect it is to hold the connection button down for a long time until it stops blinking.

software for the remote is up-to-date. Battery is 95%. Firmware version is rtn.4246. Voice capture FW is en_US.0024 Voice Remote Model is RC795. I reside in the United States.

This has been going on for well over three months. I have no other remote or peripherals attached. TV is an LG and software is up-to-date for it as well..

The remote itself is perfectly charged. What is going on? I love my Roku players but this is intolerable.

Torian

remotes

20 Replies

  • ramblinflebro's avatar
    ramblinflebro
    Reel Rookie
    4 months ago

    I have exactly the same problem. I bought it less than a year ago. Their only solution is to buy a third remote. When the remote stops, then I have to restart everything and this takes minute. This happens at least a couple of times a day. Looking for something else to use so I can put Roku where it belongs, in the trash.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      4 months ago

      Thanks for chiming in, ramblinflebro​!

      We understand that you're also experiencing the same problem, and we'd like to help!

      Have you tried resetting the remote and seeing if there are any changes? To do that, try pressing the Home and Back buttons for approximately 20 seconds. When the status light stops flashing, your remote has successfully rebooted.

      Try pairing it again, and observe if the issue persists. 

      Let us know what you find!

      Roku Community Team

      • ramblinflebro's avatar
        ramblinflebro
        Reel Rookie
        4 months ago

        Yes, I have to do that at least twice a day. These remotes are trash. That's where they belong, in the trash. I'm going with NVIDIA. A lot more expensive,but a more reliable product. The reboot does not fix the problem, and it takes forever. Like I said, I do this reboot at least twice a day. Once I did it four times in a day. Cheap pieces of trash. Way over priced. 

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    4 months ago

    Hey, TorianEC​.

    Thanks for sharing your concern!

    We see that your Roku Remote keeps on disconnecting, and we'd like to investigate further.

    We just want to figure out if it’s a remote issue or something with the device. Could you try pairing the remote with your other devices? If it still frequently disconnects, then it’s probably a remote problem. Otherwise, there might be a problem with the Roku Ultra itself.

    Let us know what you find out!

    Roku Community Team

    • TorianEC's avatar
      TorianEC
      Streaming Star
      4 months ago

      Thanks so much for your suggestion but I have already tried that. I can't imagine that the Roku itself is the problem but it's possible…

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        4 months ago

        Thanks for the follow-up, TorianEC​!

        Just to clarify, does the remote still disconnect after pairing to another device? 

        Let us know more!

        Roku Community Team

    • TorianEC's avatar
      TorianEC
      Streaming Star
      3 months ago

      Thanks so much for your suggestion but I have already tried that. I can't imagine that the Roku itself is the problem but it's possible…

  • TorianEC's avatar
    TorianEC
    Streaming Star
    3 months ago

    This is most assuredly the remote. The other one works fine with the unit. This one disconnected maybe 10 times a day now and also it will not charge. It keeps flashing on the screen X percent charging but it doesn't charge at all.

    Politely speaking this is without a doubt the very worst remote I've ever had. It is a voice remote for Roku ultra 2022. I'm convinced this is a really awful remote because I've already had this replaced by Roku once. It's driving me crazy! The only way I can reset it when it stops in the middle of anything I'm doing… Fast-forward home, navigating to another movie doesn't matter… Is to press on the light on the back until it flickers one or two times. Most of the time that does it but I'm doing that all day long. Other times I have to consistently hold button on the back down until it stops flashing and then reconnect. This can be in the middle of a movie or whenever. It's random but it happens way too many times a day.

    I would very much appreciate having a replacement from Roku. 

    • TorianEC's avatar
      TorianEC
      Streaming Star
      3 months ago

      I am still waiting to hear back from Roku on this issue, having tried all the suggestions that were mentioned.. I am the one that started this thread so if someone reads that from Roku they will see the original issue and the fact that I have tried everything that has been recommended from everyone at Roku that keeps asking me can you advise on the details?

      So I am once again reiterating the details… I have a Roku ultra 2022 and a voice activated remote. The remote unpairs unexpectedly and without warning several times a day. I have tried all of the solutions that everyone from Roku has offered to fix this issue and none of them works.

      I also did additional testing on the unit by replacing the unit I was using in the living room with another unit I am using elsewhere in the house. I also tried the alternate remote. Both are working fine. I also tried using the unit that I am currently using with this remote that doesn't function properly and continuously on needs to be repaired multiple times a day. That does not happen with the other remote.

      Point being this is very obviously the remote that is not working properly. It recharges properly but un pairs multiple times a day. I have tried to reset buttons as recommended by Roku and have tried going to the system and repairing the remote. It works temporarily and then goes back to unpairing, even in the middle of a movie that I want to pause momentarily.

      I do not want any answers from Roku that asked me once again to describe my issue or to try something else.

      I would appreciate someone from Roku responding to this and I would especially appreciate having a replacement unit for the faulty remote. Thank you.

  • RokuFelipB's avatar
    RokuFelipB
    Community Moderator
    3 months ago

    Thanks for reaching out, JustRob1​ 

    We'd like to know more about this issue you're facing right now. Are you having the same experience with these posts? If so, what are the struggles you're facing with your Roku remote?

    In the meantime, you can visit here on how to fix your Roku Remote.

    Keep us posted!

    Roku Community Team

  • TorianEC's avatar
    TorianEC
    Streaming Star
    17 days ago

    Connection to the back of the Ultra to charge this seems to be part of the issue. USB connector on the Ultra unit (not the one on the remote) does not plug in all the way to the back of the Roku Ultra 2022, although the cord is fine and plugs in  thoroughly into any other USB port. This has always been the case but apparently it's gotten to the point where it simply does not connect even though it reports that it is charging. When I use the voice to ask it what the charge is it reports everything from 0 to 100% during charging efforts And goes back-and-forth and back-and-forth with that response. 

    After many frustrating months, I finally decided to plug the USB from the charger into a different adapter that fits completely, rather than trying to plug it to the back of my Roku Ultra 2022. Amazing but true… My voice remote model RC795 charged to 100% within the course of a few hours.

    It is now working just fine. Hopefully this is the fix needed. The USB does not plug in all the way to the back of the ultra unit. I'm hoping this is the solution and sharing it for others.

    Fingers crossed because there's no way I'm paying another 30 bucks to have an upgraded voice remote. Been there did that twice already. I do note that the charge has already dropped from 98% to 95% in the time it took me to write this,, so if that turns out to be the case I'll just keep the dang thing plugged in, because it sure does not seem to be able to hold a charge. Since there are no batteries to replace on the voice remote Pro I can only assume that perhaps the internal battery, which is not accessible, has given up the ghost. This has always been a touchy little remote and I am so sorry I bought this.

    this is really upsetting to me because the cost of a new one for me during this economy doesn't work with my budget.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      17 days ago

      Thanks for the update, TorianEC​!

      We're glad that the workaround worked, but we'd like to know if anything else will come up in the future. Feel free to let us know so we can investigate further.

      Roku Community Team