Remotes & Accessories

[Robmats]

My 4-month-old Roku Premier's remote control abruptly stopped working. After I reviewed a Roku troubleshooting video, I replaced the batteries, which didn't work. Then, I reset the device to factory settings. Now I cannot control the device from my phone either. I am extremely frustrated and disappointed that I cannot speak to/email/chat with a customer service agent. This is extremely poor service. Can someone help me?

[RokuDanny-R]

@Robmats 

Thanks for the post.

We would recommend taking a look at the troubleshooting steps provided by our Support page here: How do I resolve problems with my Roku IR (infrared) remote?

Please keep us posted what you find out.

Thanks,
Danny

[Robmats]

I already went through those steps as well and it still isn't working.

[Tivoburkee]

Get a cheap universal remote from target or your dollar store that has roku listed. The bonus is it will control the tv volume as well, unlike your premiere roku remote. 

[Robmats]

Now my device is useless as I cannot pair a remote with it. I’m very unhappy with this poor customer service.

[Tivoburkee]

You didn't have to pair it in the first place, its IR, it works or it doesn't. You can use your cellphone to see if the remote is working or not, point it at the canera ;lens as you look at the screen as if you were taking its picture, if it flashes with button press the remote is fine. Then its roku itself that isn't accepting IR commands anymore. 

[RokuDanny-R]

@Robmats 

Thanks for the update.

If you are still unable to resolve your issue, please send me a PM with your Roku account email address, and include the serial number/device ID on the Roku device along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

Thanks,
Danny

[daniellehfidjdg]

how do i get assistance, i went through trouble shooting, restarting, resetting, new batteries, and the only button on my controller that works is the power button

How do I resolve problems with my Roku IR (infrared) remote? i tried this already too, didnt help

[RokuDanny-R]

@daniellehfidjdg 

Thanks for the post.

Can you please provide us with more information about the issue you are experiencing? What Roku model device are you using?

With more information we will be able to assist you further.

Thanks,
Danny

[daniellehfidjdg]

im not sure what model it is, its a roku stick with the controller that has the volume on the side. i have tried all the troubleshooting, went through the video, unplugged and reset the device and controller, tried new batteries, its syncing, but the only button that works is the power button