Remotes

[_The_Editor_]

Like many before me, I too have found my remote dead out of the box.

Tried the troubleshooting steps listed here: https://support.roku.com/article/208755708

 None made any difference. Tried pairing my much older RC10 remote from my Roku 3 box, paired straight away and had no trouble.

Yes, I've treid deep power cycling. Yes, I've tried hardware reset using the reset buttons on both stick and remote. Yes, I've tried fresh batteries. Yes, I've tried reducing distance/interferance from TV and other devices.

The Voice Remote that came with teh stick has fresh batteries - when I press and hold the reset button under the battery cover I don't get any green lights on the indicator. Never gets to flashing or even atttempting to pair. Seems the remote itself is completely dead out of the box. Can Roku ship a replacement?

Stick model is the 3810X, SN 2350D9219118.

Remote is an RC-EL1, SKU 3226000677.

[renojim]

The button in the battery compartment is a pairing button, not a reset button.  Some people with big fingers have trouble fully depressing it, so maybe try using something small to ensure it's being pressed.  If you're sure you're holding it for at least 5 seconds and no green light starts flashing then it's probably a dead remote.  If that's the case, perhaps @RokuDanny-R can help.

[_The_Editor_]

No problem with pressing the button (reset, pairing, whatever it does!), felt a definite 'clack' when I depressed it, absolutely no blinking lights.

[Tivoburkee]

And the batteries are both pointing the same way? 

[_The_Editor_]

Yes, batteries are in the correct way. -ve at the bottom, +ve at the top, both pointing the same way.

[Wastedyrs]

I got the new remote to work with the old Roku but that's about it. Nothing is ever as simple as it's sold. 

[_The_Editor_]

Haha - well I wish my new remote would work with my old box, I could at least then just swap remotes and actually use the kit I bought... I got the old remote to work with the new equipment just fine, so I'm sure the stick itself is working fine.

I think when the kit works it absolutely is as simple as it's sold - at least that has been my experience of Roku hardware previously... When it works, it just works... When it's dead hardware out of the box however...

I want to use and set this stick up in a different property with a different network, so it's not as if I can just set it up at home and then use the mobile remote app either, as I'll still need a paired Roku remote to set-up the stick on the new WiFi network when I take it to the new property!

Such a shame because I had generally a good experience of Roku products with the Roku 3 I have... Other than the remote having some weird pairing/unpairing issues for a while until it was fixed in firmware... Having done a bit more searching on this forum it seems that the dead remote issue is pretty common though... Unless someone from Roku gets in touch about exchanging the hardware in the next day or so, I'll be returning both stick and remote next week for a refund - just waiting to get back to the office so I can print the returns label.

Would prefer to try and torubleshoot the kit I have rather than waste a load of packaging sending mostly good hardware around the country, but if that's not what Roku want to do then I can't force them!