I have the cheapest model of Roku. Not a tv. Was working with no problems for a week, all of a sudden while in the middle of watching a program I went to use the remote to pause and it no longer controls the Roku box. I’ve changed batteries and unplugged to see if it would reset and no luck. I’ve looked at all the info on the support page, nothing! I need help! I have a feeling it’s I programmed itself from the box but there’s no way to pair it. No number to call. I’m so frustrated with the lack of support out here. Any help is appreciated!
The basic Roku remote is IR, so there's nothing to reset or pair with the device. You can test it by looking at the front of the remote through a digital camera. If you see a flashing light in the camera view, then the remote is working. If there's no flashing light, the remote has failed.
You can replace it with an inexpensive universal remote from any store that sells them. Just make sure it lists Roku as a supported device. Roku sells replacement remotes for $15, but the 3rd party remotes can be found for as little as $5-6.
One last thing to check: make sure you inserted the new batteries correctly. Some Roku remotes requires the batteries to be inserted in opposite directions, while others the batteries go in the same direction for both.
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