Remotes

[Kckflpskr91]

Recently (couple of months ago) we purchased a new Roku remote (model RC-ALIR) for our Roku Premier.  For the past two weeks the remote has been scrolling wildly through the menu pages in various apps we try to use.  Any single press of any button results in a flurry of clicks in that direction.  So frustrating from a relatively new remote control.  I’ve changed the batteries, restarted the Rolu Premier through the settings screen, and unplugged it for over an hour and replugged in.  Nothing works.

[RokuEuniceL]

Hi, @Kckflpskr91,

Welcome to the Roku Community!

We understand you are having problems with your remote. We're happy to help. Please follow these steps:

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System Restart.

If the problem persists, please let us know.

Best regards,

Eunice

[Kckflpskr91]

I  tried that, it has not resolved the problem.  I have also used brand new batteries and I’ve tried unplugging the Roku Premier for some time the plugging it back in.  Nothing solves the issue.

[RokuJohnB]

Hi, @Kckflpskr91,

Welcome to the Roku Community!

We understand you are having problems with your remote. We would be happy to look further into this issue, but we need more details. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
• 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

If the problem persists, please let us know.

Best regards,

John

[Kckflpskr91]

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)

Roku Premier 3920RW

Serial:  YH005N183853

Software:  12.0.0 build 4184-91

ID:  JF50C5183853

• Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)

It happens at its worst in the Disney, Roku channel, Hulu, and Pluto apps but happens in others as well.  The YouTube and Netflix app does not seem impacted at all, they work perfectly fine.  The Roku Home Screen is not impacted it works as well.

Disney build 2023060100

Roku channel build 10

Pluto tv build 2

hulu build 1

• 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).

53-285-997

• Steps to reproduce the issue you are seeing

just open any of the bad apps (Disney, Hulu, roku channel, Pluto) and the cursor will “skip” ahead of a single button press by 3 to 5 additional clicks.  

[RokuCarly]

Hi @Kckflpskr91,

Thanks for providing us with this information.

Rest assured that we have already forwarded your concern to the appropriate Roku team for further investigation. Once we have more information available, we will make sure to update this thread. 

You can actually use our Roku mobile app as an alternative for your physical remote. It has a private listening feature and will work with all of our Roku streaming devices/TVs. Check our Support link for further details about How to install the Roku mobile app

In the meantime, your patience and understanding are very much appreciated.

All the best,
Carly

[Kckflpskr91]

I haven’t heard any new information in a week with regard to my Roku remote control problem.  This problem still persists and is so frustrating making some apps impossible to use.

[RokuTakashi]

Hi @Kckflpskr91,

Thanks for keeping us posted!

Currently, the appropriate Roku team is still investigating the issue to resolve it. We'll make sure to update this thread once we hear back from them.

We value your patience and understanding in bearing with us.

All the best,
Kash

[KikkiD]

Try unplugging Roku power for a few minutes. Plug back in. This fixed it for me today. 

[jjain · Accepted solution]

Hi Kckflpskr91

Can you try again today? Let us know if the remote is working fine.

Thanks,