Remotes

[SamWilmaCharlie]

Is anyone else “surprised” such a lucrative, big business offers NO TRUE SUPPORT for their products. That is a company for sure. 
But my Roku Premiere Remote stopped working. I have tried the taking out the batteries, unplugging Roku power for 5-10 seconds, put the batteries back in when the Roku Home Screen pops up. And Nothing!!! Put in new batteries each time. Do they want me to go spend $30+ on a new remote? So my Roku would cost close to $100? Can’t say Roku shows much integrity in how they do business. BUT IF ANYONE CAN HELP PLEASE? They’ve left us to fend for ourselves.

[DBDukes]

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@SamWilmaCharlie wrote:

(My) Roku Premiere Remote stopped working. I have tried the taking out the batteries, unplugging Roku power for 5-10 seconds, put the batteries back in when the Roku Home Screen pops up. And Nothing!!! Put in new batteries each time. ...ANYONE CAN HELP PLEASE? 

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(Edited OP's to make it coherent).

The Roku Premiere comes with a simple IR remote. There's no pairing to be done. A factory reset of the Premiere won't accomplish anything.

You should check to ensure the line of sight necessary for proper operation of an IR remote is clear. Make sure nothing is blocking the front of the Roku. Ensure the front of the remote, where the IR source is located, is clean and not obstructed.

Now, if you mean you have a Premiere+ that's different. But, I'm taking you at your word that you have a Premiere.

If you don't know what device you have, go to Settings > System > About and look at the model number. The Premiere+ comes with a WiFi Direct remote, and there's a pairing button underneath the batter cover.

If that's what you actually have, that changes everything. If that is the case, re-state the issue clearly, focusing on what's wrong, what you've done, and the results. If you do that, you posts will be easier to read and understand, and someone will be able to help. If one of us other Roku users can't help, someone from Roku will be checking and step in.

[SamWilmaCharlie]

I do know what I bought definitely. As I stated Roku Premiere (4620 series). I don’t understand how I did specifically name my device, you would think otherwise? I can see quite clearly there is no pairing button. Quite simply, it stopped working. I did, of course, do a bit of research, and yes you are correct about the IR. Since nothing had changed in how I operate my remote, including my bedroom and any potential obstacles, all I can say is that it just stopped working. I did mention I did change the batteries to a fresh pair. Nothing. I went through the most common process I found. Nothing. It’s not like I’m not going to try. But, I do believe even was I a child you pretty much do not want to obstruct the main device it’s used to control. Feel free to correct me. I bought this Roku in January 2021. The batteries shouldn’t be dead. And my remote shouldn’t have stopped working. We have no children, my dog is a lightweight, and it sits on my bed or nightstand. It hasn’t been “abused” in any way. Would you have a possible solution? Something to try? Could I provide any other information that would be helpful? I appreciate your taking the time@DBDukes.

[DBDukes]

Now that we're absolutely certain you have the Express and not the Express+ (as many will commonly confuse) and that it's an IR remote, the things to try are actually very limited.

New batteries, properly aligned, no obstructions, no obvious damage ... it would seem as if the remote is defective. The specific remote is the one called "Simple Remote" as found on this page: https://www.roku.com/products/accessories/player

Now, it is possible that the IR receiver on the device itself is defective, but one would generally expect the remote to be the problem, not the device itself. If you have a universal remote, you can test this. Most universal remotes come with codes for Roku. Even the cheap $5 remotes you can find at Family Dollar, Walmart, Best Buy, etc usually support Roku. Of course, you should be able to find the actual $15 Roku replacement at the larger, major electronics stores.

If you have, or obtain one (keeping the receipts if necessary to return it, although having a backup on hand may be a good idea), you can try and see if a third-party remote (or a locally purchased Roku Simple Remote) will control the device. If so, it's definitely the original remote. If not, it's probably the Roku device itself.

Being only around three months old, and since Roku has a one-year warranty, you can begin the warranty replacement process: https://support.roku.com/article/208757058

As you'll have to await the return of the device, having a second remote, even a cheap third-party remote, keeps you from being out of service, if it's the remote that's bad.

If it's the device, and you purchased it locally, depending on store policy, they may exchange it.

[Tivoburkee]

There's nothing new about SamWilmaCharlie's Roku Premiere, its about 6 years old model, its the premiere that is the size of the ultra, not later express size 3920 premiere they just dumped. So after 6 years it might have stopped accepting IR commands, yes. 

[DBDukes]

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@Tivoburkee wrote:

There's nothing new about SamWilmaCharlie's Roku Premiere, its about 6 years old model, its the premiere that is the size of the ultra, not later express size 3920 premiere they just dumped. So after 6 years it might have stopped accepting IR commands, yes. 

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Totally missed that. I have one of those myself, and should have caught that. Yep, if he bought it three months ago, he bought it second hand. Or from an unscrupulous dealer. Or his memory is really bad.

[SamWilmaCharlie]

I found it hilarious that people who try so hard to establish they no so much - don’t. Those are assumptions & a bit slanderous I find. But it’s so humorous someone on a community support whatever-this-is (bc it’s not been helpful in the least so far!) actually offers no support whatsoever! I can’t seem to think they are capable of it, and may not be the purpose of their presence here at all? For some reason 🤷🏻‍♀️ my complete post was not “published.” My criticism of a large, successful company and their “idea” that this is in any way equivalent to the support of other, perhaps larger, more successful companies that truly offer legitimate support for their products. And, the assumptions made are completely inaccurate and untrue. Obviously not experts, in Roku or human interactions, offering no support at all. I’m new here, and this has been my experience in this brief time since I posted my 1st question. It is exactly why I had expected, then hoped, to speak with a professional representative who has been educated in Roku’s products. Exactly why. I have better places to chat. I tend not to spend my time in such a completely unproductive manner. What a joke. I’m not a critical person at all, but this has been glaringly offensive. Do some of you actually live your lives this way? Golly. Wow. 

[DBDukes]

You said you bought a device in January 2021 that was actually discontinued in 2018. This indicates:

1. You bought a really old device from an unscrupulous dealer (in which case you shouldn't deal with them; they're crooks), or
2. You bought a second-hand device that you're trying to pass off as new (probably just a misdemeanor in my state; not sure about your state's laws), or
3. You are lying about when you purchased the item (same criminal act, probably just a misdemeanor).

But we're the problem?

Or am I missing something here?

[SamWilmaCharlie]

Yeah. You don’t know what you’re talking about. At all. Since you weren’t present when I bought it. You don’t actually know a thing. It is all untrue & incorrect. Everything about me and my purchase are all assumptions. You know? I actually don’t buy things from unscrupulous Anybody bc I don’t Know any people or places of the sort. Do you not literally have Any Thing Better To Do? Let’s see how long you can stare at wall? That would be a much better thing to do. 

[SamWilmaCharlie]

I just read that again. You are accusing me of a crime, dishonesty? How & why would I be trying to “pass it off as if it’s new.” Put the Napa bottle of wine down. That’s your Real Problem.