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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Level 7

new out of the box remote doesnt work roku express + and it has no pairing button

My old roku was no longer supported so I purchased a new Roku express + and out of the box it doesn't work. I did follow all ( I do mean all) the trouble shooting info from the Roku site. I did have a universal remote and used that, and it works. so I know its the remote I have an issue with not the streaming devise.  remote doesn't have a pairing button so I'm at a loss Devise model is 3910RW

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11 Replies
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Level 17

Re: new out of the box remote doesnt work roku express + and it has no pairing button

Point the remote at your phone's camera and see if you see a flash when you press a remote button.  If not, check the batteries (again).  The Express+ remote is IR and doesn't require pairing.

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Level 18

Re: new out of the box remote doesnt work roku express + and it has no pairing button

And the batteries are facing the same way? And did try new batteries as well? 

Edmund
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Level 7

Re: new out of the box remote doesnt work roku express + and it has no pairing button

did that and no flash to the camera lens visible, tried new batteries nothing

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Level 7

Re: new out of the box remote doesnt work roku express + and it has no pairing button

yes did both and no results

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Level 18

Re: new out of the box remote doesnt work roku express + and it has no pairing button

Take it back an ask for exchange. I just received in the mail today a 3710 express+ from Roku, an upgrade offer for a 3500 stick I had on my account, $15 and change. 

Edmund
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Level 7

Re: new out of the box remote doesnt work roku express + and it has no pairing button

well I purchased it thru Roku. Have you ever tried to get ahold of them. Cant get past the contact fill in the blank screen with the auto populate selections. It jumps me to trouble shooting screens.

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Level 18

Re: new out of the box remote doesnt work roku express + and it has no pairing button

@RokuDanny-R

Edmund
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Roku Employee
Roku Employee

Re: new out of the box remote doesnt work roku express + and it has no pairing button

@jwvhelena 

Thanks for the note. I'm sorry to hear about the experience—that's not what we aim for.

Please send me a PM with your Roku account email address, and include the serial number on the Roku device. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: new out of the box remote doesnt work roku express + and it has no pairing button

send your email [personal information removed] and I will provide the info requested

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