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Bagie
Reel Rookie

Return Roku Express 4K near end of warranty

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I have a Roku Express 4K which now randomly connects with the Roku device.  It is near the end of one year warranty.  Does anyone know if it can be replaced?  It was bought at Walmart.

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makaiguy
Community Streaming Expert

Re: Return Roku Express 4K near end of warranty

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I'm sorry, I don't understand your situation.   Your Roku Express 4K doesn't connect to itself?   Perhaps the remote that came with your Roku Express 4K doesn't connect to the Roku?

Roku Express 4K (3940) comes with an infrared (IR) "Simple Remote".  There is nothing to configure, it should just work.  Be sure you have fresh batteries installed, and that they are oriented in the correct direction - there should be a diagram in the battery compartment.

IR remotes work by line-of-sight so make sure there is nothing blocking your view of the front of the Roku from your remote's location.

You can check if the IR signals are being sent in the first place  by pointing the remote at a digital camera (one in a phone or tablet will do) and viewing the top end of the remote in the camera view screen while pressing various remote keys.  If the remote is working, you should see key presses produce a glow on the end of the remote.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X

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makaiguy
Community Streaming Expert

Re: Return Roku Express 4K near end of warranty

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I'm sorry, I don't understand your situation.   Your Roku Express 4K doesn't connect to itself?   Perhaps the remote that came with your Roku Express 4K doesn't connect to the Roku?

Roku Express 4K (3940) comes with an infrared (IR) "Simple Remote".  There is nothing to configure, it should just work.  Be sure you have fresh batteries installed, and that they are oriented in the correct direction - there should be a diagram in the battery compartment.

IR remotes work by line-of-sight so make sure there is nothing blocking your view of the front of the Roku from your remote's location.

You can check if the IR signals are being sent in the first place  by pointing the remote at a digital camera (one in a phone or tablet will do) and viewing the top end of the remote in the camera view screen while pressing various remote keys.  If the remote is working, you should see key presses produce a glow on the end of the remote.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
Bagie
Reel Rookie

Re: Return Roku Express 4K near end of warranty

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Thank you for the last idea of looking through a digital camera to see if there is a glow when a command button it pressed.  There is an orange glow.  It seems to be only on the first press.  A second or two have to elapse before it is repeated.  So I guess the remote is working.

Do you have any suggestions about checking the modem or whatever the plugged in part of the equipment is called?

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makaiguy
Community Streaming Expert

Re: Return Roku Express 4K near end of warranty

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@Bagie-

That second or two delay being needed between button presses doesn't sound right.  Are you sure you don't have batteries that are about dead?

If your Roku is connected to your local network, if the Roku itself is okay, you can use the Roku Remote app for Android or iOS to control over your network.  This can only connect to a Roku that is already connected to the 'net, so you can't set up a new net connection using this app.

As to what to call it, I'd just call it the "Roku" or "streamer" or even the "box".   Don't call it a "stick" as this will confuse it with Roku Streaming Stick products which have some major differences and look like this:

Roku Streaming Stick+Roku Streaming Stick+

Streaming Sticks have a male HDMI plug and do not need a normal male-to-male HDMI cord to connect to the TV.  They also cannot use IR remotes because they are normally used behind the TV set where IR cannot reach.  Instead they are controlled by WiFi remotes

[Blank lines removed 😏]

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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Bagie
Reel Rookie

Re: Return Roku Express 4K near end of warranty

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They are new Duracell batteries with 2035 date.  I bought them a week or two ago.

I also tried to use my iPhone to connect with the Roku app but it was not simple or I guess if the Roku is bad it can't see it either.  The remote seems to be working fine as I can see the little orange glow through the iPhone's camera each time I hit a command.  And now it does not get the Roku to respond at all.

 

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makaiguy
Community Streaming Expert

Re: Return Roku Express 4K near end of warranty

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If it's still within warranty:

Warranty claim instructions: https://support.roku.com/article/208757058

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
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