Forum Discussion

mtracz's avatar
mtracz
Reel Rookie
2 years ago

Roku Streaming Stick 4K - Won't keep remote paired

Hello All, 

My streaming stick/remote (3820X2) will not stay connected. I have changed the batteries, paired them (over and over), and tested them on other TVs and locations, and it won't stay connected. 

I'm assuming it is a pairing or connection issue since it will turn the TV on and either work sporadically or not work at all when navigating through menus. 

I have checked the forums, tried to order the extension cable (get an error that says the site cannot complete the order now), and recently discovered that the 4K stick isn't something human support staff will cover. 

I'm hoping someone who has a fix or a moderator/support human can help me with a new device. It was a gift for Christmas and hasn't worked since. 

I hope all is well!

_Mike

remotes

14 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi mtracz,

    Warm greetings from the Roku Community!
    We know how important it is to have a functional Roku remote when using our Roku devices. No worries; help is here. Please check out this support article here. Could you also provide us with the current software version of your Roku device by going to settings, system, and about?

    We hope this helps, and we'll wait for your response.

    Thanks,

    John

    • mtracz's avatar
      mtracz
      Reel Rookie
      2 years ago

      Thank you for your reply RokuJohnB 

      I've used that article a few times already. It's well put together, although I still have the issue. 

      It took a couple of tries (restarting, pairing, removing batteries, restarting pairing, etc.) to get to settings, and it looks like I am running Software version 12.5.0 build 4178-E6

      I hope this helps. 

      Thank you for working with me.

      _Mike

       

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi mtracz,

        Thank you for the additional information!

        For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
        To send a private message:

        1. Sign in to the community.
        2. Click the message count or envelope icon to go to your Private Messages Inbox.
        3. Click Compose New Message.
        4. Enter the recipient's name in the Send to area.
        5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
        6. Enter the subject for the message in the Message Subject area.
        7. Type the reply in the Message Body editor.
        8. Click Send Message.
        9. You can look for the messages you've sent in the Sent tab.

        To learn more about how to send a private message, click this Community link: Help - Roku Community
        We'll be anticipating it!
        Thanks,

        John