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[Pacjoe436]

So I had a Roku Express device, and within a month the remote wouldn’t work on it. I tried a different remote, still didn’t work. I then contacted support, did all the troubleshooting tactics to make sure that it wasn’t my remote that was causing the problem, and then roku said they would send me a new remote. I told them that wasn’t the problem, but they did it anyway. About 2 weeks later I get the remote and it still doesn’t work. I was wondering how to fix the problem with my device or if I could get sent a new one.

[RokuKariza-D]

Hi @Pacjoe436

Thanks for posting here in the Community!

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

All the best,
Kariza

[Pacjoe436]

Thank you

[DBDukes]

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@Pacjoe436 wrote:

So I had a Roku Express device, and within a month the remote wouldn’t work on it. I tried a different remote, still didn’t work. I then contacted support, did all the troubleshooting tactics to make sure that it wasn’t my remote that was causing the problem, and then roku said they would send me a new remote. I told them that wasn’t the problem, but they did it anyway. About 2 weeks later I get the remote and it still doesn’t work. I was wondering how to fix the problem with my device or if I could get sent a new one.

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Just to rule out a potential cause.

Consider that the Roku Express uses an IR remote. That's line of sight. The business end of the remote must have a clear unobstructed view of the front of the Roku Express. Are you certain there is nothing obstructing the line of sight between the end of the remote and the front of the device? Try positioning the Express so there's no possible way anything can be in between. Does the issue then still remain?