Remotes

Learn how to reset a Roku remote, how a Roku remote works, or pair a new remote.
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Richd-Den
Channel Surfer

Re: Remote skips or jumps over multiple channels

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The problem did not start until some time after I purchased the Ultra. I looked into it and did something (I don't recall what) which seemed to correct the issue. I'm on version 12.5.0 as of 11/1/2023. It started again possibly after the update but I didn't really make note, I just kind of lived with it. The volume may also be involved in this as it will change drastically...it is connected to my LG TV which is connected to a SONY AVR AN1000. 

I restarted and also pulled the plug. There is also another new issue with the SONY which I bought last week that is not part of this string.

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Mark_wooley
Reel Rookie

Re: Remote skips or jumps over multiple channels

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My remote just started jumping channels & videos (it's only a couple weeks old)..

Is there a warranty to replace the malfunctioning remote? 

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iRdMoose
Channel Surfer

Re: Remote skips or jumps over multiple channels

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Hi Rey,

I'm not sure when this behavior started, or what the triggering event was. I think it started in October or November, but I'm not 100% sure on that. Looking at my search history on Google, I started digging in and troubleshooting this behavior on November 9.

It started occurring very infrequently and over the past couple of months it's gotten worse in frequency. Restarts have no effect on the behavior, and it seems to occur most frequently with YouTube.

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RokuEuniceL
Community Moderator
Community Moderator

Re: Remote skips or jumps over multiple channels

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Hi @Richd-Den,

We appreciate you letting us know about this.

We understand you are having problems with your Roku remote. We would be happy to look further into this issue, but we need more details. Please provide us with the following information:

  1. Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
  2. Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.).
  3. Tracker ID when this issue occurs (when you see this issue, press the Home button five times, followed by the Back button five times, and provide us with this ID).

@Mark_wooley,

We'll be glad to assist you with your Roku remote that is jumping channels and videos. Please try to restart your system by going to Settings > System > Power (skip this step if no option is available) > System Restart. You can also update your system. If the issue persists, is it happening on all contents or channels, or is this isolated to one content or channel? (Specify) What software version is your Roku device currently running? (You can check on Settings > System > About.).

We'll be waiting for your response.

Kind regards,

Eunice

Eunice L.
Roku Community Moderator
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Valtarr
Reel Rookie

Re: Remote skips or jumps over multiple channels

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I have a Roku Ultra and was skipping channels also my volume button was changing as an additional issue.      Clean the roku ultra and the remote ( and in my case the EERO wifi ) with an eye glasses lens cleaner pad. Make sure the infared area on the devices is cleaned too. This seems to have worked for me. Not sure if its dust interferance but so far si good.

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Richd-Den
Channel Surfer

Re: Remote skips or jumps over multiple channels

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Thank you @Valtar. Somehow it stopped doing it on its own. This is the second round of the skipping and I don't know what I did.

I also have other issues that are not skips that some and go.

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iRdMoose
Channel Surfer

Re: Remote skips or jumps over multiple channels

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Yeah, I don't know that cleaning the remote fixed the issue. Like @Richd-Den my Ultra stopped doing the skipping on its own at some point in the last week. As far as I can tell my Roku hasn't gotten any updates since the one it picked up on 11/1/23.

Also, I have my Roku tucked away in a place where the IR can't get to it, and I was replicating the issue with the remote from the Roku 4K Streaming Stick on my Ultra as well. My wager is there was probably some remote firmware update that slipped out that resolves the issue. I'll keep an eye out for the behavior returning on mine.

Also, while wiping down your WiFi access point to keep dust off and out of it is a good idea, it will have little to no impact on this sort of issue.

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Re: Remote skips or jumps over multiple channels

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I have no button inside battery case, every one keeps saying to do that, but where is it? Thanks very much 

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RoyElam
Streaming Star

Re: Remote skips or jumps over multiple channels

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On the back side of the remote near the bottom is a small depression with the button in the middle, press it and hold with an ink pen tip or whatever to reset/pair.

Do it with the TV on and with the Roku Home Screen showing.

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RokuBen
Community Moderator
Community Moderator

Re: Remote skips or jumps over multiple channels

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Does your remote have a microphone button? If not, it's an IR-only remote and doesn't get paired.

Otherwise, it may be the newest version where pairing is done by holding home and back at the same time for ten seconds.

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