Remotes

[SB43]

We just purchased the Roku Express 4K+.  Our issue is that the back button keeps trying to create personal shortcuts for buttons 1 and 2.  Our remote does not have those buttons.  I see online that other remotes have those buttons, but the one that came with our Roku does not.  When I press the back button, a screen pops up on the bottom to create a personal shortcut and it won't go away.

A second problem is that the Play/Pause button does not play or pause.  It moves it fast forward and backwards.  I have to use the OK button to stop it.  

Our software version is 12.00.

Do you have a solution for this problem?

[makaiguy]

@SB43-

That is strange behavior, indeed.

These things are just special purpose computers. Like their big brothers sometimes clearing things out by restarting them can correct problems.

Depending on your Roku model you'll find the "System restart" option under "Settings > System > Power" or if not there, under "Settings > System".

If a restart doesn't do it, or if you don't have sufficient control with the remote to navigate the Roku menus, you can also restart by pulling the power plug to the Roku for a few seconds then plugging it back in and waiting for it to restart.

[SB43]

Hi.  Thank you for your suggestion.  

I have tried to reset a few times (using the option on the Roku menu as well as unplugging/plugging back in).  I have also tried to re-pair the remote.  It seems like the Roku is looking for a different remote than the one they provided.

I appreciate your response. 

Other than returning the Roku, I don't know what else to do with it.

[makaiguy]

@SB43-

Programmable buttons 1 and 2 are a feature of the Voice Remote Pro.  Roku Express 4k+ is supplied with the Voice Remote, not the Voice Remote Pro, so I don't know why it would be asking about those features. 

There is obviously some sort of communication problem between the remote and the Roku, as evidenced by the erroneous response to several key presses.

If these problems have not prevented you from getting your Roku connected to your home network, you might try installing the official Roku app to an Apple or Android mobile device to see if it has the same problem.  That might indicate if the problem is with the device or with the remote. 

Since a restart didn't fix, it and you're considering returning it anyway, I'd suggest trying a more drastic Factory reset to wipe out all settings and set it up again from scratch

[SB43]

Thanks for getting back to me.  

I tried the factory reset and it is still trying to create shortcuts and the play/pause button is still malfunctioning.

I'm going to return it and consider this a learning experience.

Thanks again for your help!