Discussions

[Ejh4]

I see thousands of complaints about their new Roku stuck during the pairing process, with every step taken (new batteries, reset remote, get closer to the Roku device, unplugged replug, get extender etc.)

I also see a support person getting their information and then creating a ticket for someone to help them.

can you just post what the end result was and how you got it fixed

[RokuJohnB]

Hi @Ejh4,

Welcome to the Roku Community!

We'd like to take a closer look into this issue that you're having. Could you provide us with the serial number of your Roku device?

We'll wait for your response.

Thanks,

John

[Ejh4]

S0J73383AVF9. I’ve done every recommendation so far.  Awaiting for my extender in the mail as last resort. Wonder why no answers exist on what was done for others to resolve it

[RokuJohnB]

Hi @Ejh4,

Thank you for keeping us posted here in the Roku Community!
To test if the HDMI extender can resolve the problem you're having, we advise you to try that first. Try contacting us again through the Roku Community if that doesn't work.

If you need anything else, please let us know.

Best regards,

John

[Ejh4]

Got the extender and installed it, Che led batteries and fully charged, turn off and off TV, etc. “Pair your remote” screen won’t move. 

[RokuJohnB]

Hi @Ejh4,

Thank you for informing us here in the Roku Community!

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

[Ejh4]

All set. There should be instructions when people run into this issue to push the reset button on the usb 4k device not just remote. As the remote resetting did nothing. And I found a button on the Roku device itself behind the TV and that got it all working. 

thanks for reaching out

[RokuJohnB]

Hi @Ejh4,

Thank you for updating us!
We're glad to hear that you're able to fix the issue.

If you need anything else, please let us know.

Best regards,

John