@Lenama, you need to give us a lot more information. Is this a RokuTV or a Roku device connected to your TV? If it's a stand-alone device, what's the model number written on it? Have you tried simple things like changing the batteries in the remote? Is this a new problem that just started?
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Have you tried downloading the Roku app and used the digital remote within the app to see if you can get the arrows to move?
Also, is your Roku connected to wifi via a 2.4g or 5g connection? For the longest time, I had issues with my remote not working and someone recommended that I change my Roku wifi connection to 2.4g and I haven't had any problems since!
SOLVED...Same here...no reason I could think of for this issue. Look around and this worked for me. I have a simple remote with a hardwired connection so I knew it was not related to wireless issues. Turns out that after connecting with the phone app, I saw that the remote device was asleep. So I replaced the bad batteries did system restart through the settings->system-> system restart and pressed the pairing mode on the remote. All good. Watching TV on couch again...wife thinks i should have left it alone and gotten exercise instead.
I think that the remote batteries drained and somehow the remote could not communicate properly with the roku box and needed to just be re-paired. I did not perform a hard reset as I was trying to avid that route.
Good news. I’m wondering if the remote pairing breaks then the remote spends a lot of time trying to connect, meanwhile the Roku device thinks that the remote is still connected and all the while the remote is draining the batteries. We go through them faster in the Roku remote than any other remote we have or ever used. I’m trying to convince the family to use their phones as the remote— I may get a dedicated phone for the purpose. Either way, Roku engineers should already know this stuff.
I have the same issue. I've had a a ROKU over ten years and never had a problem, now a brand new upgrade and the remote is a piece of #@&*. None of the helpful hints are helpful and "there is a problem submitting my (issue)"