Forum Discussion

Dpc's avatar
Dpc
Newbie
2 years ago

Voice remote not working… buttons don’t line up with commands

The remote to a Roku model 3941x Express 4k is not functioning properly. The down volume will shut off the TV and any selection or input you attempt to do will select the one above it. This occurs whether trying to select an app or selecting a channel or program within the app.  I can use the remote on my smart device to properly control the TV. 
I have reset the remote and repaired it with the TV. I also replaced to batteries and unplugged everything for a few minutes. Nothing has corrected to issue. 

remotes

1 Reply

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome to the Roku Community, Dpc!

    Thanks for reaching out. We'd be happy to review your concern and provide you with the most accurate resolution so you can get back on streaming and control your Roku Express 4K.

    Before proceeding, kindly provide us with additional information such as follows:

    • Is this the remote that came with your Roku Express 4K?
    • Did this happen even the first time you paired your remote to your device? If not, when did this happen?
    • Did your device recently receive any software updates prior to this happening that might have triggered the issue? Also, kindly provide us with your device's recent running software version under Settings > System > About. 

    We'll be looking forward to your response!

    Best regards,
    Carly