Remotes

[RokuJanadeeK]

Thank you for keeping us in the loop, @MartinL1.

It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information?

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Once a few more pieces of information have been gathered, we can pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[MartinL1]

OK.  Got them working again.  I reset the Rokus, put new batteries again (which I had already changed before) and got both units paired up.  Really weird but in a good place now.  Thank you!

[jikwild]

Exactly what did you do?  

(1) replaced batteries again

(2) reset the rokus—does that mean unplug the roku stick/power source?

(3) repair the remote—how?  several different sets of instructions have been given? 

Thank you for any and all help!

[SShook]

Two months later, and the remote issue in this thread is still not fixed. Some days a new update or build allowed it to work as intended, then the next update or build destroyed operability again. Tiresome. 

[jikwild]

Just awful!  I will never again purchase or recommend Roku going forward.

[srkca]

Real unfortunate that this is still broken. 😕 Still can’t use my remote.

[RokuJanadeeK]

Thanks for keeping us in the loop, @SShook.

We're sorry for the inconvenience. Kindly provide us with the following details:

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

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[RokuJanadeeK]

Hi @jikwild,

We sincerely apologize for this experience. This is not what we aim for.

Can you tell us more about this issue? When did you start having this remote concern? What have you done so far to fix it? What is the device ID of the Roku device that this remote pairs with?

Please keep us informed so we can continue helping.

Regards,
Janadee

[RokuJanadeeK]

We understand your frustrations, and we are sorry for this, @srkca.

Rest assured, our team is working diligently to sort out this concern. We'll surely let you know once information regarding this remote concern is made available.

We sincerely appreciate your patience and understanding in the meantime.

All the best,
Janadee

[Frostwolf]

Roku Ultra, we've been using the remote that came with our Roku 3 because the newer Roku Ultra pro remote couldn't control our TV volume.

The RC39 remote stopped working, refuse to pair again. Power cycling the Ultra didn't help. Took the Roku 3 remote and paired instantly with an older unit. Further testing showed the Ultra will no longer pair with any remote except the one that comes with it.

The Roku 3 remote will pair with the Ultra during a setup process after factory reset only to stop working as soon as your done setting it up. I can only conclude that Roku is forcing us to stop using the older, better remotes. Whatever change Roku did at least allows the new remote pro to work properly with CEC/volume with my setup now.