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PamelaC
Reel Rookie

Express 4K remote stopped working

My remote suddenly stopped working when I try to turn the Roku on. I have checked the batteries and restarted the Roku by unplugging and replugging back in. Once the Roku is started in this way, the remote works fine but it will not turn the Roku on. Any ideas?

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4 REPLIES 4
renojim
Community Streaming Expert

Re: Express 4K remote stopped working

Roku devices don't turn off, but they may go into power saving mode.  If you have a power button on your remote it's solely for the TV.  Try pressing Home on your remote to wake your Roku device.

Roku Community Streaming Expert

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makaiguy
Community Streaming Expert

Re: Express 4K remote stopped working

Starting with Roku operating system version 10.5 a new "Power" item was added in the "Settings > System" menu for some of the newer Roku device models. At this writing they are Streaming Stick 4K/4K+ (3820/3821), Express 4K/4K+ (3940/3941), Roku 4 (4400), and Ultra/Ultra LT (4800/4801). You can check your model and model number via Roku menu path Settings/System/About.

If you have one of these models, the new "Auto power savings" item there will put your Roku device into a low power standby condition after a 20 minute period of inactivity, in which nothing has been streaming and no user interaction has been received. In this state neither its connection to your home network nor its HDMI signal to your TV are active.

Pressing a Roku control key (like the Home button) on your Roku remote (not Power, Volume, or Mute buttons, if your remote has them, as they act on the TV, not the Roku) should bring the Roku out of standby and back to full operation. Pulling the power for a few seconds to restart the Roku will restore full operation as well.

If you disable "Settings > System > Power > Auto power savings > After 20 minutes of no interaction" it should prevent your Roku from going into standby in the first place. The power savings are very small and for the hassle it causes most users, I don't think it's worth having this feature activated.

For further details, see this Roku information page: https://support.roku.com/article/6306527767575

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
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Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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PamelaC
Reel Rookie

Re: Express 4K remote stopped working

What I meant was that the remote will not “wake up” the roku when I press the Home key. But if I unplug and plug it back in, it will restart and go to the Home Screen. Once that happens, my remote works fine to do anything I try. It just won’t wake up the Roku. I’ve tried every thing I’ve found on the internet and nothing works. I even had a remote from an old 2k Roku and tried it and had the exact same problem.

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RokuDanny-R
Retired Moderator

Re: Express 4K remote stopped working

@PamelaC

Thanks for the post.

We would be more than happy to look further into this issue for you. Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID)
-steps to reproduce the issue you are seeing 
Once we have this information, we will be able to investigate further.


Thanks,
Danny

Danny R.
Roku Community Moderator
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