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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Darkest
Level 7

Defective control replacement

So i got a roku ultra and notice the volume button on the control up button it clicks but down works but does not clicks and sometimes activates by itself. I did not gave it importance at the time but now i got the roku 4kplus and i notice the control is not like that. My roku ultra was purchased 2 months ago and is still under the roku warranty but does the control too. Can i exchange or repair just the control?

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5 REPLIES 5\
RokuDanny-R
Roku Employee
Roku Employee

Re: Defective control replacement

@Darkest

Thanks for the post.

Have you tried re-pairing your remote to your TV again to see if that resolves the issue you are seeing?

For more information about pairing your remote to control your TV volume and power, visit our Support page here: Set up TV controls

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Darkest
Level 7

Re: Defective control replacement

The button is missing a physical part. It came with a part missing. The one that works have the clocking part on the two buttons but the one defective is missing one.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Defective control replacement

@Darkest

Thanks for the post.

Can you please provide a photo of the issue you are seeing? In addition, please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Darkest
Level 7

Re: Defective control replacement

The serial is X010004P7W8J. The photo i don’t know how since is internal. The part missing it the one inside the button plastic and the board. Can i open the control to take the picture or will that void my warranty?

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RokuKariza-D
Roku Employee
Roku Employee

Re: Defective control replacement

@Darkest

Appreciate the reply.

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

Kariza D.
Roku Forum Moderator
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