Remotes

[ampre]

Exact same problem here.  Clearly something wrong with how these devices connect when power is restored and the Roku is turned on.  I have two separate devices I just purchased a week ago - both have the same problem.

Both are powered by the USB on the TV.  I suspect plugging into wall will help as Roku will just stay on but it's for my RV and drawing battery power when TV isn't on isn't a solution for me.

[RokuTakashi]

Hi, Community users.

Thanks for flagging this to us.

We understand the issue you've experienced, and we'd like to gather more information regarding this so it can be forwarded to the appropriate Roku team for a fix. Kindly provide the following:

• Roku device 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).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate further.

Wishing you the best,
Kash

[ampre]

Video of how the remote behaves when the Roku is turned on can be found here:

https://youtu.be/zDdSTrJqvEU 

Details

Model: 3820RW2 Streaming Stick 4K

Serial Number: X0250002CU95 (S0JC3362CU95)

Software Version: 12.5.0 build 4175-E6

GC Version 10.2.30

ID 95-418-870

I have tried to disable CEC on my TV with no impact in performance.  The remote connects at first boot, but then starts to stutter and loses connection shortly.  In most cases removing the battery and putting back will reconnect and everything works.  On a few occasions, that didn't work and I needed to use my phone to control the Roku to then repair the remote - after which everything works until the TV is turned off.

I have tried changing HDMI inputs when this occurs and then back to the Roku with no impact.

Also I have noticed that occasionally the Roku starts up showing the dancing Roku startup screen but rarely.  In this case the remote always works perfectly.  However most of the time, the startup screen does not show (as is in the video) and it immediately goes to the home screen which is when I tend to have issues using the remote.

[ijazkhan]

It appears you've tried various troubleshooting steps. To address the issue with the Roku remote, consider checking HDMI-CEC settings on your TV, restarting the Roku device, updating its software, or trying another remote. If the problem persists, reach out to Roku's customer support for further assistance.

[RokuERey]

Thanks for the update, @ampre!

We will request a reinforcement from our Support team about this and we'll communicate this information you have provided as well to the appropriate Roku team.

We have sent you a PM for further assistance.

Thanks,

Rey

[mmaz_snake]

Thank you to the mods and support team members for looking into this matter.  Tonight,  I noticed that my Roku voice remote would start working after I pressed an arrow key approximately 20 times. Then it would remain running for a few minutes,  only to stop again.  Weird. 

[RokuERey]

Hi @mmaz_snake,

Thanks for getting back to us with an update on this behavior. We'd be more than happy to see options for you.

We have sent you a PM for further assistance.

Thanks,

Rey

[Gverntz3]

The defective unit was returned on RMA 508741. Delivered to San Jose, CA on Friday.  Waiting for my replacement. Gary

[Brutuswhite]

only power work

[RokuJohnB]

Hi @Brutuswhite,

A warm welcome here in the Roku Community!
We will be more than happy to take a closer look into this issue that you're having with the Roku remote. May we know what kind of Roku remote you are using right now? (simple, universal, or voice remote) What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,

John