Remotes

[beeson]

We've upgraded to the Roku Ultra.  We plugged in the streaming device and hooked it up to our television.  The devise paired with the supplied rechargeable voice remote automatically.  Halfway through the setup process, the streaming devise and remote stopped communicating.  There are no batteries in the remote to remove to reset the pairing process.  We've disconnected the streaming devise to reset it and pressed the pairing button on the remote for up to 20 seconds.  The green light on the back of the remote is on, but they still won't pair.  There are no batteries in the remote to remove, and everything that I'm reading tells me to uninstall and reinstall the batteries.  Any ideas?

[renojim]

Pressing and holding the Home and Back buttons (the two buttons below the Power button) for 10 seconds should reset the remote.  Then try pairing it again.

[RokuJharra-Q]

Hi, @beeson

Greetings here in the Roku Community!

Thank you so much for reaching out and sharing your concerns with us! We’re here to help and will do our best to make sure everything gets resolved.

To get started can you please provide the following information: 

• Could you please share with us the type of Roku remote you have?
• Is there a pairing button on the back of the remote?
• Please provide the serial number of the Roku device that is paired to the remote. 
• When did the issue begin?

We also recommend following our troubleshooting steps to assist you in resolving these remote issues:

Restart your streaming device to enter pairing mode:

Use the following steps to restart your streaming device.

1. Remove the power cord from your streaming device
2. Wait at least 5 seconds
3. Re-connect the power cord

Once done, kindly try to reboot your remote by following the steps provided:

We also suggest resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again.

This should resolve the issue you are experiencing however, if it is still unresolved, please reply, and we will be able to assist you further.

Thanks,
Jharra