Remotes

[hadynharrell]

I just bought my Roku Express+ (3910 series)   and the remote has not worked since I got it. I googled everything I could think of and even changed the batteries. I tried to down load the remote app, but I cannot link it without my Roku bing connected to the internet or finding out the IP address. I am not sure if I got a faulty remote or if I am doing something wrong. 

[RokuKariza-D]

Hello @hadynharrell

Thanks for reaching out here in the Community!

For your new remote to operate reliably, make sure that it is pointed directly at the Roku device (it is controlling) and there must be nothing that could block the signal from travelling to the front of that device (where the IR receiver is located).

Try following the troubleshooting steps in this Support article: How do I resolve issues with my Roku simple (IR) remote?

Let us know how it goes.

All the best,
Kariza

[hadynharrell]

Thank you for the reply. I did check out that article and I am pointing it directly, do you think it could be something else?

[hadynharrell]

Also the pairing light does not even turn on if that is helpful

[RokuKariza-D]

Appreciate the prompt reply, @hadynharrell

For us to further help, please send us the serial number of your Roku Express associated with the affected remote. It can be found underneath the device.

We'll keep an eye out for your reply. 

All the best,
Kariza

[hadynharrell]

It is S0123038LWTL

[RokuKariza-D]

Thanks for the information, @hadynharrell

I have passed this along to our Support team. They will follow up and assist you.

All the best,
Kariza