Forum Discussion

Brumbaug's avatar
Brumbaug
Channel Surfer
10 months ago
Solved

Ultra Voice Remote Stops Working

My Ultra remote keeps unpairing. I keep repairing and it’ll work for one session to get to what I want to watch, but after several minutes, when I try to use it again, it won’t work. I can use my phone remote so I think it’s the remote. I’ve tried system restarts for the Roku, but can’t keep it connected.

remotes
  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    10 months ago

    Hello! Brumbaug,

    Thank you for your post in the Roku Community!

    We appreciate your contacting us regarding the pairing issue with your Roku Voice remote. We are happy to assist you.

    • Have you paired the remote successfully before?
    • Is this the first time you have experienced this issue? If YES, when did the problem start?
    • How long have you been using this remote?
    • How far is your Roku device from your remote?

    We have troubleshooting articles for both simple and voice remote issues:

    Here's a YouTube clip: https://www.youtube.com/watch?v=EK3T6eXqPU8

    If you've followed these steps and continue to experience problems, please search the Roku Community forums for similar issues. If no solution is found, please keep us posted, and we will continue to assist you.

    Thanks,
    Arjiemar

    • Brumbaug's avatar
      Brumbaug
      Channel Surfer
      10 months ago

      I have tried all of the suggestions and now it’s not even pairing. Previously, I was able to pair it for a short period of time, then lose connection. Now, the remote won’t even light up when I press the pair button.

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        10 months ago

        Brumbaug,

        Thank you for the update,

        We would be happy to investigate further, but we need further details. Can you please provide us with the following information:
        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • Tracker ID when this issue occurs (when you see this issue arise, press the Home button five times, followed by the Back button five times, and provide us with this ID)
        • Does the issue occur on a different Roku with the same remote?
        • When did the issue start?
        • How long have you been using this remote?

        Once we have this information, we can pass it along to the appropriate Roku team for further investigation.
        We look forward to working with you to help resolve this issue.

        Thanks,
        Arjiemar