Forum Discussion

Dorgfr's avatar
Dorgfr
Channel Surfer
3 years ago

The right arrow on my remote for new 4K Streaming Stick is not working

I just purchased the 4K Streaming Stick last month at Walmart. The remote started acting up last wk when trying to navigate to the right it was hard to get it to navigate to the right. I replaced the...
remotes
Madash1's avatar
Madash1
Reel Rookie
2 years ago

Thanks Carly. Sadly that did not fix the problem. 

I am not seeing the option to send you a PM. Is there another way to send over my serial number? 

RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

Thanks for letting us know and for trying, Madash1.

No worries! We'll send you a PM instead. Kindly check your inbox!

Thanks,
Carly

  • Planeleroy's avatar
    Planeleroy
    Newbie
    2 years ago

    Please send me a DM about this as well. I can't find the option on your profile to send you a dm. 
    is this a hardware issue w the remote? Or a software issue w the stick?

    my right and down arrows are not working currently. Please help!!

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Planeleroy

      Thanks for posting, and welcome to the Roku Community.

      We see that you're having the same issue as other Roku Community users in this thread. We've sent you a PM here as per request. Kindly check your inbox since we've reached you from there.

      All the best,
      Kash

    • pattiz3's avatar
      pattiz3
      Binge Watcher
      2 years ago

      I did this and it worked for me.  Go to: Roku, Settings, Advanced system settings, Network connection reset, Reset connection.  It will automatically restart.  Hope that works for you.

    • pattiz3's avatar
      pattiz3
      Binge Watcher
      2 years ago

      I did this and it worked for me.  Go to: Roku, Settings, Advanced system settings, Network connection reset, Reset connection.  It will automatically restart.  Hope that works for you.

  • S-dot's avatar
    S-dot
    Reel Rookie
    2 years ago

    I am also having this issue with my 4k roku stick and have tried all posted fixes and nothing has worked.  What can I do to solve this issue.  I am not seeing any options to send a pm.

    • RBud's avatar
      RBud
      Reel Rookie
      2 years ago
      Frustrating, in so? Apparently, this is an ongoing issue with the particular model of the remote. I tried six ways to Sunday to fix it. So did my husband. I bought mine from Best Buy. Of course, it was out of its 60 or 90-day warranty, whatever it had.
       
      I ended up calling Best Buy and talked with an extremely knowledgeable tech support person over the phone. (I'm actually pretty good myself, but clearly not good enough.) We tried a couple more things. Nope. Still didn't work.
       
      Apparently, there are three different versions of the Roku remote; (1) Simple Remote; (2) Voice Remote; (3) Voice Remote Pro. You can compare them here. (Link is safe, promise.) So, I buy the crème de la crème option and have Best Buy's Geek Squad come over this time to put it together. Geek Squad isn't free, as I'm sure you know. Two guys, John and Andrew, arrive. They were great. What they told me is that the TV I was using is old and that's part of the problem. So I said; "The TV is only five years old. That's not that old." And they said; "No. Your TV is 15 years old." I can't remember where I bought the TV, it wasn't Best Buy.
       
      Whatever the Geeky dudes did, they fixed the remote. Told me I did not need to spend money on a new remote and stick. Took them both back and had my credit card refunded. They also removed the fee for an onsite visit. That was pretty nice and unusual.
       
      Just in case this were to happen again, I rearranged the top three we watch most often to be in vertical order. For me, that is Spectrum, YouTube, and Netflix. My right button is working. For now. Though I still have to reconnect WiFi almost every time I turn on this particular TV.
       
      By the way, in my home office I have Roku TV and I've yet to experience the "right button doesn't work" problem
       
      Wishing you well in your Roku Right Button journey to function!
    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi S-dot RBud,

      Thanks for reaching out to us here in the Roku Community!

      We understand that you have a problem with your Roku remote. We apologize for any inconvenience that this may have caused you. We would be happy to look further into this issue, but we need more details. Kindly provide us with the following information:

      1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      2. Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      3. Does the button sometimes work, or does it never work?
      4. Did the button ever work (when the player was new)?

      Please keep us posted with the details.

      All the best,

      Chel

      • S-dot's avatar
        S-dot
        Reel Rookie
        2 years ago

        Model: 3820RW2- Streaming stick 4K

        Serial: X02500N41WGR

        Software Version: 12.5.5, build 4174-E6

        Device IF: S0JC33441WGR

         

        Tracker ID: GR-042-596

         

        It's been an issue since I can remember.  It "works" after holding down the key constantly with extra applied pressure, at times I have to attempt like 10+ times aggressively, just to move to the right 1 spot.