I can't see how resetting the Roku to factory settings can have any effect on the simple IR remote's ability to send an IR signal.
Roku warranty claim instructions: https://support.roku.com/article/208757058
But we see lots of complaints here about Roku's warranty turn around times. You may want to purchase a replacement that you can get quickly as well. Best Buy, Wal-Mart, Target, Amazon etc. carry them - just be sure it is for Roku devices, not just Roku TVs which use a different set of IR commands. Many inexpensive universal IR remotes also can control Roku devices.
Exactly.
Unfortunately I followed the advice of the Roku support and reset the streaming device to factory settings and guess what: Now I'm not able to use it anymore, because without working IR remote control you cannot setup the streaming device! Of course you also cannot use the smartphone app because it requires wifi connection to the streaming device and you cannot setup wifi without the IR remote control.
Regarding any third party remote control: I decided not to buy a thrid party remote control, because at amazon even the cheapest ones cost around half the price that I have paid for the Express 4K. This does not make any sense with a brandnew device a with 30-day return warranty.
Therefore I finally decided to return the streaming device with the defective remote control to amazon.
I ordered now the Roku Streaming Stick 4K because it comes with the "advanced" remote control (w/o IR, with TV control buttons) and I hope that one lasts longer than the simple remote control (with IR, w/o TV control buttons).
In the end the Roku streaming experience was much better than what you can get with the amazon Fire TV stick with it's now overpacked and confusing user interface, therefore I will give Roku a second chance to keep me as a customer and user.
By the way: I forwarded my issues with the support team advice to reset the device to factory settings while the RC was not working and the results to the support team and they promised to spread the information internally. I hope it helps...
Best regards from Germany.
