Remotes

[bsoto]

My remote was stuck on the page “unable to connect” and the options were “network settings, restart and factory restart”. I was able to move up and down and that was all. The “ok” button wasn’t letting me choose any of the options. Someone posted on here and the replied solution was to take a pin and stick it in the hole of the back of my Roku device, to factory restart it. 
I did that and am now on the set up screen to choose my language. Again I could only move up and down and it’s not letting me press on any language option. I was able to press the home button to turn on screen reading but once I was there, I couldn’t get out of it, because I couldn’t press either option to turn it off or on. 
After this, I looked up what to do and it says to hold down the home and back button simultaneously for 20-30 seconds. I tried that multiple times, but it didn’t nothing. 
I did try changing the batteries and that did nothing either. 
I also unplugged everything and plugged everything back in and that didn’t do anything. 
Please help!

[Tivoburkee · Accepted solution]

Sounds like you need a new remote. What type and model of Roku do you have? 

[bsoto]

I just checked and it is Roku Premiere (model 3920x)

Edit: I bought a new remote and it should be here in a couple of days. I’ll update if that works or not. 

[RokuCarly]

Hi, @bsoto.

Thanks for keeping us posted on your remote issue.

We'll be looking forward to your update on how it goes with your new replacement remote. For future reference, you may also check these links to help you with your case:

• How to set up and pair your Roku voice remote
• How to fix your Roku voice remote that is not working
• How to fix your Roku simple remote that is not working
• Replacement Roku remotes

In the meantime, you may install the Roku mobile app as an alternative to your physical remote while we wait for the replacement to be shipped. This is a free application for iOS^® and Android^™ devices that turns your mobile device into a control center for your Roku streaming player or Roku TV^™ system. The mobile app's Remote feature allows you to use your phone or tablet as a Roku remote.

Hope this helps!

Best regards,
Carly

[bsoto]

Hello, I actually did try the app, but couldn’t connect. This was because I needed to be on the same wifi network as my device, but after the factory reset I couldn’t get to the next page to connect the wifi, because the ok button wasn’t working still. 

I have received the new remote and it is working!

[bsoto]

I have received the new remote and it is working! Thank you for your help and suggestion!