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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WhySteveNY
Level 7

Roku Premiere+ Enhanced Remote Issues

I’ve had a 3921RW - Roku Premiere+ (Software version: 9.4.0•build 4210-91) for several years, and its always worked without incident. Recently, the included enhanced (point anywhere) remote started acting up. First it started to need to be pointed at the Roku Device. Then, it stopped controlling the volume and power for the TV (Samsung UN55JU6500). I replaced the batteries, restarted the Roku device, and factory reset the Roku device. Now, when I try to pair it, it says it’s not found and it will not control anything.

Additionally, if I go into the remote Settings>Remotes & devices>Remotes>Voice Remote>About (it says)

Last Used: Mar 26, Battery Level: Unknown, Firmware Version: Unknown, Name: Voice Remote, Model: RC128

If I go into the remote Settings>Remotes & devices>Remotes>Voice Remote>Set up remote for TV control (it says) 

The current remote does not support TV control. 

Is there a known update/firmware bug causing this? Any workaround would be appreciated. 

 

 

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3 Replies
DBDukes
Level 16

Re: Roku Premiere+ Enhanced Remote Issues


@WhySteveNY wrote:

I’ve had a 3921RW - Roku Premiere+ (Software version: 9.4.0•build 4210-91) for several years, and its always worked without incident. Recently, the included enhanced (point anywhere) remote started acting up. First it started to need to be pointed at the Roku Device. Then, it stopped controlling the volume and power for the TV (Samsung UN55JU6500). I replaced the batteries, restarted the Roku device, and factory reset the Roku device. Now, when I try to pair it, it says it’s not found and it will not control anything.

Additionally, if I go into the remote Settings>Remotes & devices>Remotes>Voice Remote>About (it says)

Last Used: Mar 26, Battery Level: Unknown, Firmware Version: Unknown, Name: Voice Remote, Model: RC128

If I go into the remote Settings>Remotes & devices>Remotes>Voice Remote>Set up remote for TV control (it says) 

The current remote does not support TV control. 

Is there a known update/firmware bug causing this? Any workaround would be appreciated. 


I have seen a report of that, but it was with a Roku 3 (model 4200 or model 4230) and the Gaming Remote. https://community.roku.com/t5/Remotes-Accessories/SW-Update-Broke-TV-Control/m-p/675812 

If you're using the remote that came with the Express+ then it's definitely not the Gaming Remote.

It may be that @RokuDanny-R@RokuMary-F, or newbie @RokuKariza-D can help.

DBDukes
https://www.dbdukes.com/
Roku Ultra (4660)
Roku Streambar (9102)
Roku Streaming Stick+ (3810)
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ks805
Level 7

Re: Roku Premiere+ Enhanced Remote Issues

I'm having a similar issue.  After an update to build 9.4 I was unable to use ALL of my Roku remotes and it's impossible to reconnect them. I've tried everything so I've come to the conclusion that it's a result of the latest software update (9.4.0 build 4210-24). I have a Roku Stick 3600X so I'm curious if anyone else has encountered a similar problem.

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RokuMary-F
Roku Employee
Roku Employee

Re: Roku Premiere+ Enhanced Remote Issues

Hi @ks805,

Thanks for reaching out to the Roku community!

Have you tried running all the steps on this link to get your remote back up and running? http://go.roku.com/remotehelp

Please be aware that the Roku Streaming Stick 3600 is an older Roku device that is no longer under warranty. It's possible that the remote may simply be on its way out. If you need a replacement remote for your Roku device, you can purchase a compatible remote on our Products page here: https://www.roku.com/products/accessories/player

Thanks for your patience regarding this issue. 

Mary

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