Discussions

Premium audio. Made simple.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Dvhisdaman
Level 7

Remote won’t pair with Soundbar

The batteries died in my Roku enhanced remote. I have a sound bar so I changed out the batteries to new ones and then the remote wouldn’t work with the sound bar so I did a hard restart. I used the reset button. I unplugged and waited over night then plugged back in. It loads up until the pairing screen. My remotes pairing light stays solid green when I take the batteries out and put them back in. Please help this is very frustrating. 

Labels (1)
0 Kudos
3 REPLIES 3
RokuDanny-R
Roku Employee
Roku Employee

Re: Remote won’t pair with Soundbar

@Dvhisdaman 

Thanks for the post.

If you are still unable to resolve the issue, please send me a PM (private message) with your Roku account email address, and include the serial number/device ID on the Roku soundbar along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Lbsylves
Level 7

Re: Remote won’t pair with Soundbar

I followed all the recommended steps and the remote will not pair. I changed internet and now I can’t access the sound bar via the app anymore either. So, it’s basically useless. This is insane 

0 Kudos
RokuIrene-S
Roku Employee
Roku Employee

Re: Remote won’t pair with Soundbar

Hi @Lbsylves

Thanks for the post.

Can you please provide us with the following information:

  • Roku device model
  • serial number
  • device ID
  • software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)

Once we have this information we will be able to pass it along to the appropriate team to investigate further.


All the best,
Irene

0 Kudos