Remotes

[gpatricia223]

I tried power off roku, remove batteries, replace with new batteries, pair remote button. It goes through pairing and at first I could move about 4 times with direction button before freeze. Upon doing the complete above procedure 4 times.. now only the home button is working. I only say that because it's making the home screen sound. No arrows, voice control, quick start Netflix, Hulu, sling, or vudu buttons working.

Oh no! I hit the reset button now it's stuck on the setup internet screen :'(

[gpatricia223]

Good news.. I figured out that if I remove the batteries and replace them. I've got a few seconds that it works as expected UNTIL the battery level notice comes on the screen. Then it stops working. Sooo it annoying to constantly replace batteries for browsing YouTube. 

[RokuJanadeeK]

Hi @gpatricia223,

Thank you for posting here at the Roku Community!

We apologize for the inconvenience this has caused. We'd like to understand this remote concern better if you could provide us with the following details:

• What type of remote do you have? (Kindly refer to this support article to identify remotes.)
• A photo of the error message you've been receiving

Additionally, while we were trying to have your remote fixed, You can try to utilize the Roku app's remote feature.

Once we have this information, we'll be able to provide an accurate resolution.

Sincerely,
Janadee

[gpatricia223]

I have the voice remote. No error code. Remote works when I insert batteries. It freezes and no longer works after the battery level displays on the top right of the tv screen. Thank you for recommending the app. That has helped so I don't have to constantly remove and add the batteries to browse through content. 

[PyroSolari]

I'm having the same issue, except no battery display at the top of the screen (despite using fresh batteries, right out of the box). Every time I plug the batteries in, I get a message that says "Updating firmware on your remote... Please wait..." and every time, after it goes away I can still only ever use the Home button. It's been like this for a couple weeks, and I've gone through several support articles and posts to try to fix it. Nothing has worked.

[RokuTakashi]

Hi @PyroSolari,

Greetings!

Thanks for sharing this information regarding the Home Button that only works with your Roku remote. Can we ask what troubleshooting steps you have taken so far so we'll be able to identify how we can address your concern?

Please keep us posted.

All the best,
Kash

[PyroSolari]

Hi Kash,

I tried the same steps as the OP.

• Replaced the batteries twice, both with fresh batteries
• Restarted the Roku Ultra (both by unplugging and by going through menu options to do a system restart)
• Tried going through the pairing process (unplug Roku, re-plug, wait for Home screen, press pairing button on back of remote) many times, over the course of several days
• Tried changing between 2.4 and 5 GHz bands on WiFi 

The remote app works, but is not ideal because my phone isn't in the best condition.

[RokuERey]

Thanks for your prompt response, @PyroSolari!

We appreciate the attempts at resolving this. Could you tell us if this is the remote that came along with the device? If so, could you share with us the device serial number with which the remote is paired? This can usually be found at the back of the device.

Keep us posted!

Thanks,

Rey

[PyroSolari]

Hi Rey,

Yes, it came with my Roku Ultra.

Model: 4670X
FCC ID: TC2-R1016
SN: KX998F994754

[RokuJohnB]

Hi @PyroSolari,

Thank you for updating us!

Please be aware that we have passed along your information to the Support team and they're the ones that will reach you back.

If there's anything else that we can do to assist you, please let us know.

Best regards,

John