Remotes

[plunnin]

I have a 4 month old 4k streaming stick. The remote works but the "down" arrow is difficult. You have to press extremely hard to get the guide to move. Yes I tried new battterys...no change. All the other buttons work fine. This site seems to be an endless loop.... hit support... what device do you have.... back to support page. I guess the company doesnt want to be contacted. Id buy a new remote since the 30 day warranty has expired.... not great quality or customer support...unless your into self help FAQs!

[Oldmandale1]

This is a real problem for which I believe Roku does not have an answer. My voice remote did that, first intermittently then completely failed. I re-paired it with stick and worked a little while and failed again. Chatted with Roku support and eventually they sent new remote (it was covered by one year warranty) but now that is starting to fail. In addition I convinced my brother in law to drop Dish and go streaming with Roku and his remote also has developed this issue and supposedly his replacement is on the way. Hope this can be worked out soon as otherwise completely satisfied by product.

[RokuJohnB]

Hi @plunnin,

Welcome to the Roku Community!

We understand you're having trouble with the Roku remote since the down arrow button is not functioning well. We're happy to assist you further. Please try the steps below:

1. Press Home on your Roku voice remote.
2. Scroll and select Settings.
3. Select Remotes & Devices.
4. Select Remote.
5. Choose your voice remote from the list and select Set up remote for TV control.
6. Follow the on-screen prompts to complete the process.

Tell us how it goes, and we will continue to assist you further.

Best regards,

John

[ubwhereiis]

The right button has to be pushed so hard to get anywhere and the down button is doing the same thing. How can I get a replacement?

[RokuCarly]

A warm welcome here in the Roku Community, @ubwhereiis!

It is highly appreciated that you've reached out for support about your concern with the Roku remote. No worries! We'd be more than happy to find you the best resolution possible. 

Before we proceed, may we know if the right arrow button functions occasionally or if it never worked the time you purchased it? Also, is this the remote that comes with your Roku player? If so, kindly let us know the serial number and model of the Roku player as well as the time it was purchased and where. 

We'll be anticipating your response as we are more than eager to help you utilize your Roku remote effectively. 

Best regards,
Carly

[ggrimes25]

My right arrow button is also not working at all. Can you send me a DM to get this fixed?

[ggrimes25]

It always worked poorly but now it maybe registers 1/8 clicks. SN: SOHAK3661DWH 

[RokuJanadeeK]

Hi @ggrimes25,

We believe there's an ongoing investigation by our Roku engineers regarding this concern. To include your device in the said review and investigation, kindly provide us with the following:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Troubleshooting steps you have taken in an attempt to resolve the issue.

With these details, we'll be able to flag this one with the appropriate team. Additionally, we'd like to provide further resolution with the remote so kindly reach out via PM. We look forward to hearing back from you.

Sincerely,
Janadee

[ansalong]

This is happening to me now too. I bought my streaming stick in July 2023 and the right button is impossible to push and the other directional buttons are going bad as well. I bought this on vacation out of state so can’t return where I bought it. I tried the troubleshooting steps in this thread and they don’t work. Is there a resolution to this yet?

[RokuJanadeeK]

Thanks for keeping us in the loop, @ansalong.

We're pleased to help.

Could you please provide us with the details requested above?

With more details, we'll be able to assist you further.

Regards,
Janadee