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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waterbaby
Level 7

New Remote Stopped Working but Old Remote Works

I have a Roku 4.  My "new" remote with Netflix, Sling, Hulu, and CBS buttons stopped working... it will turn the Roku On and get it to Home but nothing else.  I replaced batteries, restarted, etc and the Roku screen says it's updating the remote software but nothing changes.  I tried pairing but I am not seeing any green light flash or anything when holding the Pair button, and nothing changes.  I even tried holding it when the box reboots.  It also no longer controls my TV or turns the Roku on/off.

My "old" remote with Netflix, Sling, Amazon, and Showtime (I can't find models on the remotes) works fine... luckily I kept it.  I put batteries in and it immediately worked.  The problem is this one goes through batteries fast, like changing every few days with or without use.  Hence the "new" one.

Any advice to get the "new" one to work again?  Or am I stuck buying ANOTHER "new" one??

Thanks so much!

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6 REPLIES 6\
makaiguy
Community Streaming Expert

Re: New Remote Stopped Working but Old Remote Works

It sounds like your "new" remote has lost its pairing to your Roku.  If so, you should be able to re-pair it to get your Roku control back.

Video from Roku re how to pair point-anywhere remote:
https://www.youtube.com/watch?v=EK3T6eXqPU8

 

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Do not ask me support questions via private message -- post them publicly to the Community where others may benefit as well.

If this post solves your problem please help others find this answer by clicking "Accept as Solution.". Please only do this if it ACTUALLY solves your problem.

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waterbaby
Level 7

Re: New Remote Stopped Working but Old Remote Works

As I stated, I tried re-pairing and the green light never flashes.  It's only about a year old too!

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RokuKariza-D
Roku Employee
Roku Employee

Re: New Remote Stopped Working but Old Remote Works

Hi @waterbaby

Thanks for letting us know about the issue you're experiencing.

Please reply here with the serial number of the affected device associated with the 'new' remote. You can locate it at the back or underneath the player itself. 

We'd love to help you out!

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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waterbaby
Level 7

Re: New Remote Stopped Working but Old Remote Works

4U9667820391 is the unit but the remotes don't have a serial number or anything.  I'd keep using the old one if it didn't use up so many batteries every month, even without use... I am taking them out when not in use but obviously that's a pain.  And I promise I spent an hour trying and re-trying to get the "new" remote yesterday to work!

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RokuKariza-D
Roku Employee
Roku Employee

Re: New Remote Stopped Working but Old Remote Works

Thanks for the reply, @waterbaby

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

All the best,
Kariza

Kariza D.
Roku Forum Moderator
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waterbaby
Level 7

Re: New Remote Stopped Working but Old Remote Works

Thanks Kariza, I'll look for their reply to this thread.  (or will it be an email?)

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