Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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cundallini
Level 7

3800R Streaming Stick Horrible Remote Control Experience

Hi. We bought one of your products a few months ago. To be precise, we bought Roku Streaming Stick (3800R) in June 2018. While we haven't experienced any problems, whatsoever, with the device itself (connecting to WiFi, installing and using apps, upgrading firmware etc), we have been experiencing major problems with the supplied enhanced "point anywhere" remote (RC-AL2).

The remote itself in 7/10 times acts as if completely dead. While the TV volume and power buttons always work, other buttons (that control Roku) are not working 7/10 times. We've tried re-pairing the remote with our Roku many o' times, we've changed batteries, we've even purchased a HDMI extension cable and have moved the Roku from the back of our TV... but to no avail. Things did improve over the time somewhat (remote refused to work maybe 4/10 times), but ever since the last Roku update (December 2018), things have become even worse - 9/10 times remote refuses to work. If we power on our Roku and the remote control works, it will stop working out of nowhere a few seconds later. And even if we power cycle both the TV and the Roku, remote control still refuses to work. Then, all of a sudden it starts working. Then 2 minutes later, it's as if dead again. This is horrible experience and short of smashing our Roku's remote control into billion pieces (at this point, this seems like a very tempting idea), we are asking for help. We know the "point anyhere" (irony is palpable) remote control uses WiFi Direct, but since all of our WiFi devices work as they should, we don't think there's anything wrong with our WiFi network or our router. We're using the 2.4GHz network in n mode. What gives? Is the remote using some sort of (faulty) sleep mode to save batteries? Is it having problems with WiFi network automatically switching wireless channels?

We've contacted Roku Customer Support and while the first response was "We'll send you a new remote control, hang tight", the second one was "You need to send us the device and the remote control first". And although both replies were under the same support case (#2169427), it seems as if customer support is somewhat disjointed. What gives? We're not having any problems whatsoever with the device, only the remote control is problematic (to say the least).

As said before, we're extremely satisfied with Roku device itself. Installing apps, connecting to WiFi, upgrading firmware, using apps... everything works flawlessly. But horrible and uneacceptable remote control experience stops us from not only enjoying product we've purchased, but recommending it to others as well. We want to continue using Roku products, but short of resolving this issue we'll be forced to try competitors' products (Amazon, NVIDIA etc).

Please help.
Thank you.

Labels (1)
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10 Replies
NightHawk
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

Others have reported to try reconfiguring your wifi router, do not use auto channel and try selecting different channels.
Roku Ultra 4640R, Roku Streaming Stick+ 3810R
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Community Manager
Community Manager

Re: 3800R Streaming Stick Horrible Remote Control Experience

"cundallini" wrote:
Hi. We bought one of your products a few months ago. To be precise, we bought Roku Streaming Stick (3800R) in June 2018. While we haven't experienced any problems, whatsoever, with the device itself (connecting to WiFi, installing and using apps, upgrading firmware etc), we have been experiencing major problems with the supplied enhanced "point anywhere" remote (RC-AL2).

The remote itself in 7/10 times acts as if completely dead. While the TV volume and power buttons always work, other buttons (that control Roku) are not working 7/10 times. We've tried re-pairing the remote with our Roku many o' times, we've changed batteries, we've even purchased a HDMI extension cable and have moved the Roku from the back of our TV... but to no avail. Things did improve over the time somewhat (remote refused to work maybe 4/10 times), but ever since the last Roku update (December 2018), things have become even worse - 9/10 times remote refuses to work. If we power on our Roku and the remote control works, it will stop working out of nowhere a few seconds later. And even if we power cycle both the TV and the Roku, remote control still refuses to work. Then, all of a sudden it starts working. Then 2 minutes later, it's as if dead again. This is horrible experience and short of smashing our Roku's remote control into billion pieces (at this point, this seems like a very tempting idea), we are asking for help. We know the "point anyhere" (irony is palpable) remote control uses WiFi Direct, but since all of our WiFi devices work as they should, we don't think there's anything wrong with our WiFi network or our router. We're using the 2.4GHz network in n mode. What gives? Is the remote using some sort of (faulty) sleep mode to save batteries? Is it having problems with WiFi network automatically switching wireless channels?

We've contacted Roku Customer Support and while the first response was "We'll send you a new remote control, hang tight", the second one was "You need to send us the device and the remote control first". And although both replies were under the same support case (#2169427), it seems as if customer support is somewhat disjointed. What gives? We're not having any problems whatsoever with the device, only the remote control is problematic (to say the least).

As said before, we're extremely satisfied with Roku device itself. Installing apps, connecting to WiFi, upgrading firmware, using apps... everything works flawlessly. But horrible and uneacceptable remote control experience stops us from not only enjoying product we've purchased, but recommending it to others as well. We want to continue using Roku products, but short of resolving this issue we'll be forced to try competitors' products (Amazon, NVIDIA etc).

Please help.
Thank you.

Thanks for the note. Our apologies for any confusion during the process! 
It looks like our support team has been able to resolve the replacement issue for you. 
Please feel free to PM me if you need any further assistance! 

Cheers,
Tanner
Tanner D.
Roku Community Manager
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cundallini
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

Thanks for the note. Our apologies for any confusion during the process! 
It looks like our support team has been able to resolve the replacement issue for you. 
Please feel free to PM me if you need any further assistance! 

Cheers,
Tanner



Hi. First of all, thank you for your response. Second, thank you for the replacement. And lastly, will we be provided a tracking ID (UPS, USPS, Fedex) or?
Take care and thank you once again.
Cheers.
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Andstuart53
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

We are experiencing the same issue with the 3800r remote also purchased summer 2018. Support- you say the issue was resolved with no details. I own a Roku tv and two express without issues. The 3800r is not useable and batteries and reboot have not worked. How can we resolve?
Community Manager
Community Manager

Re: 3800R Streaming Stick Horrible Remote Control Experience

@Andstuart53

Sorry to hear about the issue you're running into! 

We'd recommend starting here to double check that you've covered all our recommended troubleshooting steps: 

https://support.roku.com/article/208755708-how-do-i-resolve-problems-with-my-roku-enhanced-point-any...

Notably, ensure that your wireless network is broadcasting a 5GHz wireless network, try changing the wireless broadcast channel on your router, and order one of our free HDMI extenders. 

Thanks,
Tanner

Tanner D.
Roku Community Manager
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DonnaHebert
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

We have had the same problem with this model, word for word, and have exhausted all troubleshooting steps. The online support merely states to contact customer support, and the phone service automation tells us our account provides no agent support and no avenue by which we can return the device... optimally to get a replacement.

S_h_a_w_n
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

I have, word for word, the exact same issue.  Support chat was horrible and did not resolve the issue.  Our device is only 6 weeks old.

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Roku Employee
Roku Employee

Re: 3800R Streaming Stick Horrible Remote Control Experience

@DonnaHebert @S_h_a_w_n 

Thanks for reaching out. To help get the process started, we highly recommend following all the troubleshooting steps listed here to help resolve communication issues between your remote and your device: https://support.roku.com/article/208755708-how-do-i-resolve-problems-with-my-roku-enhanced-point-any...

This includes items such as ordering one of our free HDMI extenders for your streaming stick, replacing batteries in your remote, restarting both your device and your wireless router, and more advanced troubleshooting such as changing the wireless broadcast channel in your router's settings.

If all of those steps still aren't resolving the issue, please send me a private message with your Roku account email address, the serial number of your device, and include your troubleshooting details. I'll follow up directly to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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flipschitz
Level 7

Re: 3800R Streaming Stick Horrible Remote Control Experience

I'm having the same problem as all of these posters.  I've replaced the batteries 3 or 4 times, followed the troubleshooting instructions on the website, my router and devices are set at 5GHz.  I've attached an HDMI extender and have restarted my Roku app several times.  Nothing else on my network is having issues. My Roku 3 works great, my Firestick works fine but it's just the remote for the Roku Streaming Plus unit that is the problem. Based on the posts, I'm almost convinced that it is an issue with this particular product.  What is my next step before I throw this remote across the room?

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