Discussions

[Mpierson01]

We're having problems with our Hisense roku connecting to internet and pair with roku replacement remote. Having to use the box also and switch between remotes and sometimes that doesn't work.  Personally,  have a TCL and I haven't had any problems 

[RokuAustin · Accepted solution]

Hi @Mpierson01! And welcome to the Roku Community!

It sounds like you have two separate problems here. You're in the right place, and we'll try to help. @DBDukes and @makaiguy are pretty knowledgeable as well and may be able to offer other insight.

If I'm understanding correctly, the Roku TV isn't connecting to the internet reliably. You have a few options here. You could try troubleshooting the Roku TV, and then you wouldn't need to use your Roku device with the TV, and you could just use the Roku TV. You can troubleshoot most wireless issues at http://go.roku.com/connectivity. But my first suggestion would be to run a network test by navigating to Home > Settings > Network > Check connection.  Ensure, of course, that you're using the menus on the Roku TV itself, and not on the external Roku player. You may want to disconnect the Roku player, to be sure. 

It sounds like you're using a Roku player with the Roku remote, but perhaps the remote isn't reliable. You can troubleshoot most remote issues here: https://support.roku.com/article/208755708. Some common solutions include changing the batteries or making sure that you remote has line of sight to the device, depending on which Roku player you have.

We're going to mark this post as "solved," on the chance it helps someone else on Community. But, if you're still running into a hiccup, no worries! Send me a PM here directly, and I'll be happy to put you in contact with a member of our support team who can assist you.

Thanks again for posting and we hope the suggestions above get everything sorted out!

[DBDukes]

@Mpierson01 

I'm not sure I follow everything, so let me try to summarize what I am reading, and ask you to correct where I'm not reading things properly.

You have two Roku TV devices. The TCL TV you've already had was and is working fine. No issues there.

You recently got a Hisense Roku TV, but are not using the remote that came with the Roku TV, but rather a replacement remote.

Is that correct so far? If so, let's work on the remote problem before we continue. If not, ignore what follows and correct my understanding of things.

If the replacement remote is a Roku Simple Remote, it will not work with a Roku TV. Roku TV devices from third parties (Hisense, TCL, etc) use infrared (IR) remotes, but they use a different code set from the Roku Simple Remote. If this is the case, then you have an incompatible remote.

If the remote is a third party universal remote, you would not use the Roku settings. Rather, you would use manufacturer settings. The Roku TV Universal Remote Page has more information.

If your replacement remote is a Roku Voice Remote (or Voice Remote Pro), then it should pair to the device. Be sure you follow the instructions on the Voice Remote Setup page.

Once we have this out of the way, that may resolve the other issue, depending on the details of the remote you're trying to use.