Remotes

[eveneziale]

Please help,.  Same issue as everyone else with the right button not working any longer.  I have a Roku Express 4K+ | Roku Streaming Device 4K/HDR Roku.  I bought two of these at the same time and one remote works and the other no longer works.  I tried batteries, re-pairing, resetting, etc and nothing works.  Seems like a defect in some remotes.  Is it possible to obtain a replacement remote?  Please let me know my options

thanks

[RokuJharra-Q]

Thank you for posting here in the Roku Community, @eveneziale!

We apologize for your experience and appreciate you informing us about the issue with your Roku remote right arrow button not working. We would like to assist you with this matter.

To get started can you please provide the following information: 

• Could you please share with us the type of Roku remote you have?
• Is there a pairing button on the back of the remote?
• Please provide the serial number of the Roku device that is paired to the remote. 
• When did the issue begin?

We also recommend following our troubleshooting steps to assist you in resolving these remote issues:

Restart your streaming device to enter pairing mode:

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 done, kindly try to reboot your remote by following the steps provided:

• If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
• If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home for 20 seconds.

In the meantime, please consider using our Roku mobile app for temporary and backup remotes. For detailed instructions, please refer to our dedicated support article: How to use the Roku mobile app.

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

[eveneziale]

I have a Roku Express 4K+ with a Roku Voice remote.  I followed your instructions unpowering the Roku and then re-pairing the remote again and it still did not fix my right button.  It appears to me it is a mechanical button issue or the electronics inside the remote.  Every other button works on the remote.

Here is the info your requested:

• The issue started slowly where the button intermittently worked and then I started trying different fixes such as changing batteries, turning on and off, rebooting, re-pairing etc and nothing worked and now the button totally doesn’t work
• Roku Model # 3941X2
• Roku Serial #:  X02200PTE39A
• Device ID:        SOHAK37TE39A

Please let me know next steps to resolve

[RokuJharra-Q]

Thank you for sharing the details, @eveneziale. 

We appreciate your cooperation. To assist you further with the Roku remote issue, we will be reaching out to you via private message.

We look forward to your response.

Thanks,
Jharra

[MadMaximus]

Did you ever get a response and get this solved? I am having the same issue!!! Super weird !!

[RokuJharra-Q]

Welcome to the Roku Community, @MadMaximus!

Thank you for contacting us about your concerns with your Roku remote right button not working. We would like to investigate this issue further and find a resolution for you.

To get started, can you please share the type of Roku remote you are using? Additionally, is there a pairing button located on the back of the remote? 

We also suggest also to reboot your remote by following the steps provided:

• If your rechargeable voice remote has a pairing button, press and hold the pairing button on the back of the remote for 20 seconds.
• If your rechargeable voice remote does not have a pairing button, press and hold the Back and Home for 20 seconds.

In the meantime, please consider using our Roku mobile app for temporary and backup remotes. For detailed instructions, please refer to our dedicated support article: How to use the Roku mobile app.

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[MadMaximus]

Hi Jharra,

thanks for your response! i have a Roku voice remote. I did what you instructed still acting up. I even tried restarting my Roku and unplugging for 30seconds and plugging back in.

[RokuJharra-Q]

Hi, @MadMaximus thank you for this information!

We would be pleased to assist you further. At your convenience, could you please provide the following information?

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We will wait for your response and assist you with this matter.

Thanks,
Jharra

[MadMaximus]

Model- 3941x2 Roku express 4k+

S/n- x022003fk7wy

Software-14.0.04 build 12221-e4

Gc-12.7.25

tracker id- wy-495-455

[RokuJharra-Q]

Thank you for your reply, @MadMaximus!

We will send you a private message for further assistance regarding this issue. We appreciate your patience as we work on resolving it.

Thanks,
Jharra