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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km99
Level 7

New Roku express+ 3931 won’t pair with its wireless remote

I just purchased an Express + (SKU 3931RW) with voice remote last week and it connects to the internet but I can't get it to pair to its voice remote. Went through all the troubleshooting steps, restarted the router, the Roku box and remote multiple times, replaced batteries twice, etc.

If I restart the Roku, and look at the About-> network setting, the wireless status settings are there - signal excellent, Channel 1, IP address, MAC address - and my internet connection has been working right along because I've been using Netflix and other apps for the past 5 days through the ROKU with no problem. The remote works to navigate just fine, but the voice control, TV power and volume buttons don’t work, and that's when I tried to re-pair the two devices and discovered it just won't do it. Looking back, I don’t think the initial setup ever had me pair the remote to begin with.

  • wireless internet connection IS working and Roku apps work, remote navigation buttons work.
  • Roku app on my phone voice control works but of course, it doesn’t have the power or volume buttons.
  • If I go to the Roku box Settings –> Remotes ->  it sees no remote and wants me to set up a new remote but it always fails because it doesn’t find the wireless remote and then has me go through the wireless connection setup again, which fails, round and round again.

So it sees the wireless Internet, but not its wireless remote.  How do I get the remote to set up wirelessly if the Roku doesn’t see it?

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7 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: New Roku express+ 3931 won’t pair with its wireless remote

@km99

Thanks for the post.

Can you please clarify the issue you are experiencing? Is the remote not pairing to the Roku device? Are you unable to use the remote with the Roku device?

For troubleshooting steps regarding voice control as well as TV power and volume, visit our Support pages here:

How do I use my voice to search and control my Roku device?
How do I set up my Roku® enhanced remote to control my TV?

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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km99
Level 7

Re: New Roku express+ 3931 won’t pair with its wireless remote

I thought my post was already pretty specific. I bought the Roku and voice remote together as a package. The remote will not pair with the device. I have already gone through all the troubleshooting steps on the website and it still doesn't pair. The Roku doesn't seem to see the remote at all although it works with the device as far as navigating through the screens.

Should I just presume the Roku box and/or remote are defective? I noticed that the Roku seemed to lose my wireless network again as well. Maybe I will simply return the unit and try again. There doesn't seem to be any solution in the forum from what I can see.

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km99
Level 7

Re: New Roku express+ 3931 won’t pair with its wireless remote

I tried a factory reset this morning which I hadn't tried yet. The Roku box came on and said it was pairing with my remote but did not try to set up any audio controls for the voice remote. When I go in to Settings - Remotes - it finally saw that there was a remote which was progress because before it saw no remotes at all. However, when I try to Enable the TV controls with the remote, the Roku box tells me that the remote is incompatible. Huh?

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AvsGunnar
Level 8

Re: New Roku express+ 3931 won’t pair with its wireless remote

So currently, it seems that your Voice Remote is now paired with your Express 3931 as you can see it in the Roku Remote Menu.  (Settings...Remotes & Devices..)

To check if the Voice Control is working navigate to the Home Screen, press and hold the Microphone button, a little circle should pop up saying Listening.  Try saying "Launch Roku Channel" or the like, and check response.

If all good, then remote is working for Roku Express 3931.  Time to find out why not controlling TVs Power and Volume.

Using your TV remote (not the Roku remote) or buttons on TV, verify that HDMI CEC is enabled on your TV if it is an option under your TVs HDMI Settings or the like).  (just helps HDMI connected devices communicate a little better).  

Then under Setting...Remotes & Device...Remotes...Set Up Remote for TV control. (try again if this is where you encountered previous incompatibility error)

You may have to do a System Restart of Roku after enabling HDMI CEC if it was disabled.  

If you are still having issues, what is the make/model of your TV?

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km99
Level 7

Re: New Roku express+ 3931 won’t pair with its wireless remote

Thanks for the reply. It said it was paired after the factory reset and showed up under Remotes & Devices, but Voice control still does not work. If you press the voice button on the remote, it comes up with a message on the TV screen that says something like audio commands not available. Voice control, power and volume buttons on remote still don't work.

I have a Samsung TV but not sure which model. It's probably a few years old. I don't know whether it has HDMI-CEC.

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AvsGunnar
Level 8

Re: New Roku express+ 3931 won’t pair with its wireless remote

The Samsungs CEC are branded under Anynet+.  You will have to access your TVs Menu Settings and look for something called Anynet+.  Here is a link for most Samsungs to enable the CEC.  You may have to look for similar Menu setting if not your exact procedure.  Basically looking for the External Device Manager. (Settings..General..Ext Device Manager..AnyNet+..turn to ON)

https://www.samsung.com/sg/support/tv-audio-video/what-is-anynet-and-how-do-i-use-it/

I think this is going to be the initial step (enabling CEC) to getting your Volume and Power issue resolved.

I think the resolution to your Voice issue on your remote will be verifying your Roku has the latest update.

From the Roku... SETTINGS...SYSTEM..SYSTEM UPDATE...CHECK NOW (press button and let it look for updates.  Should be 9.4(build 4200 for most players)

Then do a System Restart.

See if these steps get you closer or starts resolving the issues.

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km99
Level 7

Re: New Roku express+ 3931 won’t pair with its wireless remote

Sorry. I don't think there is any issue with the TV. I already have another HDMI device in another port and it uses a voice remote as well and works just fine.

The Roku did install the latest 9.4 updates and that made no difference. I got tired of fighting with it and  I bought a FireTV stick last night and plugged it in and it set up and worked first time including its voice remote.

I think the Roku, or more probably the remote it came with, was just defective. I plan to return it to the store.

Thanks for you attempts to help.

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