Remotes

[anna_ace]

My stream player and remote suddenly stopped communicating with one another. Roku's animated screen saver shows the swimming fishes but that's it. I have 2 functioning remotes (no battery or charging issues) I only use 1 and keep the 2nd as a backup. I tried both but nothing happened. The device and remote control were working perfectly in the morning but not in the afternoon. I rebooted the device and TV but it only shows the swimming fishes. The device is not a stick, it's the flat one with curved edges and connects through HDMI. What could have happened?

[RokuTakashi]

Hi, @anna_ace 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with your Roku device and remote that doesn't function as expected, and our team is here to provide you with troubleshooting steps to resolve the issue. Kindly follow the instructions below.

If you have a simple remote, follow the steps below:

1. Locate a new matching pair of batteries
2. Remove the battery cover on the back of your remote
3. Remove both batteries from the battery compartment
4. Insert the negative (-) end of the new battery first and then gently push the positive (+) end until the battery clicks into place
5. Repeat the previous step to install the second battery
6. Put the battery cover back on your remote

You can also visit this support article on How to fix your Roku simple remote that is not working

If you have a Roku voice remote, follow the steps below:

If your voice remote uses standard AA or AAA alkaline batteries, use the following steps to reboot your remote by removing and reinstalling the batteries.

1. Remove the battery cover on the back of your remote
2. Remove both batteries from the battery compartment
3. Re-insert the negative (-) end of a battery first and then gently push the positive (+) end until the battery clicks into place
4. Repeat the previous step to install the second battery
5. Put the battery cover back on your remote

For more information, you can visit this support article at How to fix your Roku voice remote that is not working

We hope you find this information useful, and feel free to reach out to us anytime if you have further concerns or inquiries.

Best wishes,
Kash

[anna_ace]

The first remote has fresh batteries and the second one is fully charged but neither were able to get to the homepage.

[atc98092]

@anna_ace without knowing your Roku model number, we can't say for certain what remote you have. But it does appear that your Roku is not a Stick, so it supports infrared (IR) remotes. Depending on your Roku, it's possible it will only work with an IR remote. Does your remote have volume controls on it, and/or a headphone jack? 

So, let's discuss IR control first. IR requires direct line of sight between the Roku and the remote. Anything blocking that direct view will stop the remote from working. IR remotes do not require pairing, and simply either work or not. You can test an IR remote for functionality by looking that the end of the remote (the end you point at the Roku) through a digital camera (such as a phone camera) and watch for flashing lights when you press a remote button. No flashing lights, the remote is not working.

WiFi remotes (Roku also calls them Voice Remotes) require pairing with a specific Roku. Once paired, they work without requiring a direct line of sight, and can even work from another room through the wall. On rare occasions a remote can lose its pairing, so it must be paired again. Roku offers instructions to do that here. The remote you mention as fully charged (meaning it has internal batteries that can't be replaced) is a Voice remote, so it's one that needs pairing to work.

One thing applies to both types of remotes: battery orientation. Some Roku remotes have both batteries pointed in the same direction, while others have one "up" and the other "down". Look in the battery holder for the direction they need to point. If the orientation is wrong, the remote won't work. 

You could also try the Roku app on a phone or tablet (Android or Apple) connected to your network and see if it can control your Roku. If that works, then you know at least the Roku itself is working.

[anna_ace]

The Model is 4670X.

One remote has the volume control on the side "and" has a headphone jack. I bought it a few months ago and does not use batteries, it is charged with a cable.

The second remote uses batteries and has volume control on the side but "no" headphone jack AND the batteries are new.

Both remotes have the Voice button and both worked with the Roku box. 

I do not want to use my cellphone or tablet as a remote control.

The Roku was working in the morning but not in the afternoon. The TV displays swimming fishes.

[atc98092]

The swimming fish is a screensaver. 

so, both remotes are WiFi voice remotes. It sounds like they lost their pairing to the Roku. Use the link I provided above about re-pairing the remote to the Roku. Also, you can use the app to temporarily control the Roku and reach the remote settings menu and use it to reconnect the remote. 

[anna_ace]

I appreciate that you took time to assist me with the remotes. Thank you.

It was working perfectly without using the Voice button. Would you know why the remote has to be paired again? Does this happen often?  

Is there another way to pair without using the Voice feature? 

[atc98092]

They voice feature has nothing to do with pairing. As to why it lost it's connection, I really can't say as it's never happened to any of mine. It's possible that some other WiFi signal disrupted the signal or otherwise interfered with it and broke the link. It's also possible that some Roku update caused it, although that's unlikely. But again, the simplest way to reconnect it is to use the Roku app to temporally control the Roku to access the remote settings menu and quickly link it back up.

[anna_ace]

The battery operated remote does not show the IR light at the tip. I pointed the remote in front of the box but nothing happened. It has new batteries.

The rechargeable remote is fully charged and nothing happened. I bought it during the Summer so it is still new.

Both remotes were working in the morning and in the afternoon it didn't. I use the battery operated one while the other is charging. Now neither are responding.

This is extremely frustrating because both remotes don't work.

I do ""not"" want to use my cellphone or tablet which is why I have two remotes.

[atc98092]

I only suggested using the app to allow you to access the remote settings menu on your Roku, which is an easy way to re-link a remote to the Roku. I didn't suggest using it as the full time remote, although many do use it that way.