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Kinsland5
Reel Rookie

New rechargeable voice remote will not pair for startup

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Help, I just got my Roku Express and the rechargeable voice remote will not pair for setting up the device. I’ve literally tried every reset procedure I could find online and on this forum. I’ve gone through pairing a hundred+ times now and the remote is fully charged.

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RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Warm greetings here in the Roku Community, @Kinsland5!

It is highly appreciated that you've reached out for support about pairing your new Roku Voice Remote Pro to help you successfully set up your new Roku Express. We're here to be of assistance.

As you are in the process of activating your new Roku Express, we recommend using the Roku player (simple) remote that comes with the device for the setup. Once you have set it up, you can either pair your Roku Voice Remote Pro or add it as another remote.

Let us know if you need further clarification. We'd be happy to help. 

Best regards,
Carly

Carly Y.
Roku Community Moderator

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11 REPLIES 11
RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Warm greetings here in the Roku Community, @Kinsland5!

It is highly appreciated that you've reached out for support about pairing your new Roku Voice Remote Pro to help you successfully set up your new Roku Express. We're here to be of assistance.

As you are in the process of activating your new Roku Express, we recommend using the Roku player (simple) remote that comes with the device for the setup. Once you have set it up, you can either pair your Roku Voice Remote Pro or add it as another remote.

Let us know if you need further clarification. We'd be happy to help. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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Kinsland5
Reel Rookie

Re: New rechargeable voice remote will not pair for startup

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@RokuCarly  Thank you for your response, however the voice remote is the only one that came with my package. I ordered 2 and the first one paired almost instantly during the setup process.

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RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Thanks for the added information, @Kinsland5.

In this case, if there are any flashing lights when you try to press any buttons on your remote, we can reset it by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again to see if this will make any difference. 

Let us know how it goes!

Best regards,
Carly

Carly Y.
Roku Community Moderator
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Kinsland5
Reel Rookie

Re: New rechargeable voice remote will not pair for startup

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@RokuCarly @No flashing lights on the remote outside of the pairing light when it’s attempting to pair. The Roku stick flashes a white light once powered up. I’ve tried the reset with home and back buttons, I’ve tried holding the pairing button down for reset. I’ve tried resetting the Roku stick with the reset button as well as unplugging the power for a while. I’ve tried resetting the stick and then trying to pair the remote as soon as it gets to the home screen. I feel like I’ve tried every reset and pairing tip I could find on this board and the internet.

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GdubbsUS
Reel Rookie

Re: New rechargeable voice remote will not pair for startup

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Since the most recent 4/17/24 firmware update I'm also having a pairing issue with my Voice Remote Pro. I chose to forget and reinitiate a pair after losing the headphone functionality. Just trying to attempt a fix by re-pairing, no joy..... the remote is completely non-functional and will not pair again to the TV.

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RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Thanks for keeping us posted, @Kinsland5.

Your efforts in attempting to troubleshoot your remote are highly appreciated. Since we've already exhausted all the possible troubleshooting steps, we highly recommend returning it and requesting a replacement. 

If you purchased this directly from the Roku website, you may refer to our support article dedicated to Step-by-step instructions for returns and replacement. 

In the meantime, you may use your other Roku remotes to activate and set up your Roku players. After doing so, you can use the Roku mobile app as an alternative to your physical remote. Not only can you launch channels, navigate the Roku interface, and search and issue commands with your voice, but you can also share personal photos and videos on your TV, listen privately with your headphones, and more.

Once again, we sincerely apologize for the inconvenience. Your patience and understanding are highly appreciated as well. 

Best regards,
Carly

Carly Y.
Roku Community Moderator
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RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Welcome and thank you for posting here in the Roku Community, @GdubbsUS!

Thank you for bringing this to our attention. We'd be happy to look closely into the pairing issues you are currently experiencing with your Roku Voice Remote Pro and find you the best resolution possible. 

Before we proceed, we'd like to gather further details about this so we can assess your concern better and provide you with an accurate resolution. With this being said, kindly let us know the following:

  • What specific Roku player your troubled remote were connected to? 
  • Is this the remote that comes with it or was it purchased separately? 
  • Could you also provide us with your current software version? You can find it under Settings > System > About Right arrow button

In the meantime, you can use the Roku mobile app as an alternative to your physical remote. It works well with all of Roku's streaming players and has a private listening feature.

We'll be anticipating your response!

Best regards,
Carly

Carly Y.
Roku Community Moderator
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Kinsland5
Reel Rookie

Re: New rechargeable voice remote will not pair for startup

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@RokuCarly what are my options if I purchased from Amazon?

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RokuCarly
Community Moderator
Community Moderator

Re: New rechargeable voice remote will not pair for startup

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Thanks for getting back to us, @Kinsland5.

In this case, you may want to coordinate with Amazon and request a replacement, as they guarantee a 30-day warranty. You can reach them here: Amazon Support

Moreover, we can also provide more options to be further discussed through PM. Kindly check your inbox as we will be sending you a Private Message regarding this matter.

We appreciate your coordination and patience as we work on this.

Best regards,
Carly

Carly Y.
Roku Community Moderator
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