Forum Discussion

JoshuaSampson's avatar
JoshuaSampson
Reel Rookie
12 months ago
Solved

Roku Simple remote not working - Roku Express HD

Hi there, My Roku simple remote for my Roku Express HD has stopped working and I’ve tried resetting the box, changing the batteries in the remote, and all the other suggested troubleshooting tips, a...
Remote
remotes
Roku TV Support
  • RokuJharra-Q's avatar
    RokuJharra-Q
    12 months ago
    Hello JoshuaSampson,

    Thank you for posting here in the Roku Community!

    We understand, and we appreciate your attempt to resolve your Roku remote issues. If you are having problems or if you want to return the remote, please make sure to get a Return Material Authorization (RMA) number first. Before requesting a refund or replacement, it's important to fully understand the process outlined in this article: Step-by-step instructions for returns and warranty replacements

    We also recommend following our troubleshooting steps to assist you in resolving these remote issues:
    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,
    Jharra
RokuJharra-Q's avatar
RokuJharra-Q
Retired Moderator
12 months ago

Hello, @JoshuaSampson. Welcome to the Roku Community!

We appreciate your reaching out regarding the issue with your Roku remote. To better assist you, could provide us with more specific information, such as:

  • Is this the remote that originally came with your Roku Express, or was it purchased separately? 
  • When did you start experiencing problems with pairing the remote? 
  • When and where did you purchase the device? 
  • Serial number of the Roku player this remote is paired to.

In the meantime, please consider using our Roku mobile app for temporary and backup remotes. For detailed instructions, please refer to our dedicated support article: How to use the Roku mobile app.

We'll be looking forward to your update.

Thanks,
Jharra

  • JoshuaSampson's avatar
    JoshuaSampson
    Reel Rookie
    12 months ago

    Hi there,

    Yes, the remote is the original one I got with my Roku box, and it been missing occasional button presses for the last couple of months.

    My Roku Express HD 3930EU was originally purchased on the 23rd of October 2023 via Amazon, and the order no is 204-4140520-7165154. 

    The serial number on the box is S01V31836FVS. 

    Unfortunately, I reset the box so it has lost connection to the Internet and the app remote will therefore not work.

    Thanks,
    Josh.

    • RokuJharra-Q's avatar
      RokuJharra-Q
      Retired Moderator
      12 months ago
      Hello JoshuaSampson,

      Thank you for posting here in the Roku Community!

      We understand, and we appreciate your attempt to resolve your Roku remote issues. If you are having problems or if you want to return the remote, please make sure to get a Return Material Authorization (RMA) number first. Before requesting a refund or replacement, it's important to fully understand the process outlined in this article: Step-by-step instructions for returns and warranty replacements

      We also recommend following our troubleshooting steps to assist you in resolving these remote issues:
      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,
      Jharra
      • JoshuaSampson's avatar
        JoshuaSampson
        Reel Rookie
        12 months ago

        Hi there,

        I’ve had a look at the below link, but it’s quite confusing and I can’t find a “Replace” option for my faulty Roku in my account settings, meaning I can’t generate a Return Material Authorization (RMA) number. 

        Is there another way that a replacement remote could be sent to me? I don’t require a replacement Roku Express box, I only need a replacement remote. The box itself appears to be working fine. 

        As the product is only around a year old,  I would prefer not to have to pay £19.99 for a voice controlled remote (which is an unnecessary upgrade to the simple remote I currently have). 

        I hope we can come to a solution soon.

        Best,

        Josh.