Forum Discussion

Kshann's avatar
Kshann
Reel Rookie
6 years ago
Solved

Roku Express Remote doesn't work

I bought a Roku Express plus in May and the remote now doesn’t work period.  I press it and get nothing - not home, no options whatsoever. I tried to unplug the TV and the Roku. I replaced the batteries twice with new batteries, I did all I could following community guidance and videos.  Quite frustrating given the express pretty new and has only been used 20 times or so.  Fortunately I can access on my phone but others in my household can’t access any of our services (Hulu, Amazon, NetFlix, Apple).  Please help.  I sure do wish I could get some customer service - see nothing is avaialable via phone, chat or email.  URGH.  Help please.  

remotes
  • RokuDanny-R's avatar
    RokuDanny-R
    6 years ago

    Kshann 

    Thanks for the inquiry.

    We would recommend taking a look at the troubleshooting steps provided by our Support page here: How do I resolve problems with my Roku IR (infrared) remote?

    If you are still unable to resolve the issue, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

     

    Thanks,
    Danny

35 Replies

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  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    6 years ago

    Kshann 

    Thanks for the inquiry.

    We would recommend taking a look at the troubleshooting steps provided by our Support page here: How do I resolve problems with my Roku IR (infrared) remote?

    If you are still unable to resolve the issue, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

     

    Thanks,
    Danny

    • Kshann's avatar
      Kshann
      Reel Rookie
      6 years ago

      I have gone through all troubleshooting tips and my new Roku express remote does not work at all. Need help. I have spent much time on videos and turning on and off, changing batteries, unplugging/removing Roku, etc. bought in May. 

      • Dbell's avatar
        Dbell
        Newbie
        6 years ago

        I just bought my 4K streaming stick headphone edition on July 16, 2020 and today is the 29th and my remote stopped working. It wouldn’t perform any function and I couldn’t stop it from playing even when I changed the input to TV and went back to ROKU. What I was playing was still playing it wouldn’t stop the program at all usually it would go back to home but not this time. It seems the problem comes when I try to use the ear phones but this is the very reason I purchased this one. I’ve heard the two previous model sticks and wanted the headphone addition as not to disturb others.
        I was just about to take it back to Best Buy for an exchange when I used my phone, I took out the batteries in the remote, put the same batteries back in and went to Settings, System and System restart and now the actual remote works so maybe try that. However I’m fearful that this will keep happening and it shouldn’t!!!  Roku needs to fix this problem and replace everyone’s remote because clearly there’s a glitch.

    • ggeddis's avatar
      ggeddis
      Reel Rookie
      5 years ago

      I can't get the remote to work on my Roku express I just bought. I have put in new batteries, confirmed with my phone camera that the remote is sending IR, but I can't complete the Roku setup because it is not responding to the remote. Your post says to send you a PM. How do I do that?

      • atc98092's avatar
        atc98092
        Community Streaming Expert
        5 years ago
        ggeddis wrote:

        I can't get the remote to work on my Roku express I just bought. I have put in new batteries, confirmed with my phone camera that the remote is sending IR, but I can't complete the Roku setup because it is not responding to the remote. Your post says to send you a PM. How do I do that?

        You send the PM to RokuDanny-R . Click his name and you go to his profile page. There is a private message button there. 

    • MROTJO's avatar
      MROTJO
      Reel Rookie
      4 years ago

      My Roku Express remote was working fine for a few weeks and then yesterday stopped working. I have taken batteries out, unplugged the actual device from HDMI and charger and also tried restarting the Roku from the system menu. Remote does not respond. The light is on the actual device and the Roku remote app does work and so does the remote from a second device that we have, therefore, I am thinking it is the remote that is defective. I tried sending a request for replacement since it is within 30 days of purchase but I keep getting errors when I try to submit.  Can someone help with this issue or is there another way to contact support.  TYIA!

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        4 years ago

        MROTJO

        Thanks for the post.

        Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

         

        Thanks,
        Danny