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Image on tv is stuck on pair your remote

Our remote stopped working some time ago. We have been happy using the Roku remote app on my phone.  But Roku stopped working.  I rebooted it and now what I see on the TV is "Pair your remote" showing me to hit a button on a remote, not a phone app.

I have uninstalled the app so that it would pair up.  The phone app is on the right WiFi network.  But I guess the TB is not and I can't navigate off the "Pair your remote" screen to get to home, account or setup on the TV.

I'm obviously one step above or below a Luddite, so please be clear when giving me directions as to whether I should do a certain step to the TV, the phone app, or whatever.

Thanks for your patience!

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Retired Moderator

Re: Image on tv is stuck on pair your remote


Thanks for the post.

Please send me a PM (private message) with your Roku account email address, and include the serial number/device ID on the Roku device along with a summary of the issue you are experiencing. I'll be able to assist you further from there.



Danny R.
Roku Community Moderator
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Re: Image on tv is stuck on pair your remote

I just got my Roku today and I'm having the same issue. I've done all the troubleshooting steps, rebooted everything multiple times and I get the same thing. 

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Community Streaming Expert

Re: Image on tv is stuck on pair your remote

@hamlifer, have you tried new batteries?  Some people have reported that the batteries they received with their new Rokus were no good.

Roku Community Streaming Expert

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