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HallFamily
Newbie

[OS 10.5] 3820 remote buttons do not work and returns to Home screen

Hey,

We just upgraded to the 3820RW model. The remote keeps working fine and then all of a sudden, you can only use buttons to control the tv for volume and power. No other buttons will work to change channels or go back to menu. So we have to constantly turn the tv off. The other issue we are having is the whole thing keeps freezing during watching. It will either take around 5 min and return to the main ROKU screen then back to Home Screen. Or, it will pause for extended period and eventually come back but continue pausing multiple times. This is making us and our switch not a good one. We would blame the internet but the additional 2 roku TVs in the home are not having this issue. Only the device. The old device didn’t do this. Please help! 

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2 REPLIES 2
RokuDanny-R
Retired Moderator

Re: [OS 10.5] 3820 remote buttons do not work and returns to Home screen

@HallFamily 

Thanks for the post.

How are you powering the Roku device? Is the device plugged into the TV USB port or is it plugged into a wall outlet?

If you are unable to resolve the issue, can you please provide us 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/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Community Moderator
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Tivoburkee
Community Streaming Expert

Re: [OS 10.5] 3820 remote buttons do not work and returns to Home screen

Are you using the original usb cable with the bump in the middle? Which is the long range wireless receiver, used for both remote reception and internet. 

Edmund
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
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I am not a Roku employee.
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