Remotes

[Ff73]

The remote that came with my streaming device at paired worked correctly out of the box.  Now, a few weeks later, it does not work at all.  I've changed batteries and tried all the troubleshooting guides with no results.  Remote mod: RC-GZ1.  Other numbers that are under the batteries include: 3026000201, IC: 5959A-R1043, FCC ID: TC2-R1047

If this remote cannot be fixed, how do I get a free replacement?

[RokuJharra-Q]

Hello @Ff73,

Thank you for reaching out to the Roku Community!

We've noticed that you're having trouble with your Roku remote. Let's get this sorted. Please try our Roku remote troubleshooting steps and see if they help with what you're experiencing.

Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.

Best regards,
Jharra

[Ff73]

As stated in my original post, I have already tried the troubleshooting steps.  The remote won't do anything.  Can't get it into pairing mode at all

[RokuJharra-Q]

Hello, @Ff73!

We appreciate your reply. Rest assured that we will help you pair your Roku remote successfully with your device.

Before proceeding, we'd like to know the following so we can assess your concern better:

• Is this a newly purchased remote? If not, is this the remote that came with your Roku Streaming device? 
• What Roku device are you trying to pair with the remote?
• When pairing this remote on a different device, did it pair successfully? 
• When and where did you purchase this?

We'll be looking forward to your response.

Best regards,
Jharra

[Ff73]

This remote came with a Roku 4k streaming stick.  We purchased the stick at Target approximately 1 month ago but have only used it a few times.  I have not tried to pair it with any other device.

[RokuJharra-Q]

Thanks for the reply, @Ff73!

We appreciate you for your efforts in trying to resolve it. We're here and ready to help you further with this matter!

Note: You can use the Roku mobile app to control your streaming device while troubleshooting your voice remote.

Here are some troubleshooting steps that can help you resolve the issue:

Please use the Roku mobile app or another Roku remote compatible with your streaming device. Follow these steps to activate pairing mode from the Settings menu.

1. Press Home on your working remote or from the Roku mobile app
2. Scroll and select Settings
3. Select Remotes & devices
4. Select Add devices
5. Select Remote
6. Select Continue
7. Follow the on-screen instructions to pair your voice remote again.

 If you do not have a second Roku remote that already works with your streaming device or the Roku mobile app installed, you can restart your streaming device to put it in pairing mode. When your streaming device is powered on, it will automatically enter pairing mode and look for remotes.

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 you see the Home screen, follow the steps in the next section to put your voice remote into pairing mode and complete the pairing process with your streaming device.

• If your voice remote has a pairing button, it will be located either on the back of the remote or under the battery cover.
• Press and hold the pairing button for 5 seconds, or until you see the status light begin to flash, to put your voice remote into pairing mode.

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

[SheHoneyBadger]

I've had this same issue, over and over, after following the same troubleshooting steps. I have literally had to re-purchase my remote for my Roku TV about 4 or 5 times. Sorry I can't be more helpful, but thought I'd chime in and let you know you're not alone.

[Ff73]

I've tried your troubleshooting steps several times and cannot get the remote to go into pairing mode.  I clearly need a new remote.  How do I get a free replacement remote.

[RokuJharra-Q]

Hi @SheHoneyBadger, thank you for posting here in the Roku community!

We appreciate the effort you've made in troubleshooting. We are committed to providing further assistance, and to do so, we kindly request the following information:

     - When did you purchase the remote? (if the remote was purchased separately)
     - May we know the serial number of the Roku device that was paired with the remote?
     - What type or model of Roku remote do you have?

We are looking forward to receiving your responses and gathering the necessary details.

Thanks,
Jharra

[RokuJharra-Q]

Hi @Ff73, thank you for keeping us posted.

We appreciate all your effort in trying to resolve this remote issue. Please be advised that we have sent you a private message for further assistance.

We will be waiting for your reply and will help you further.

Thanks,
Jharra