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Whiteysall
Level 8
‎09-29-2022 11:24 AM

Roku Remote IR only works 1 foot away from Roku Express receiver

I just bought, opened, and set up my Roku Express for my non-smart TV. At first, the remote's IR was working completely fine at a good distance. However, after simply updating the Roku's theme, the IR now only works 1 foot away.

  • I have 0 obstructions in front of my receiver, it has a completely unobstructed view.
  • I changed the batteries with completely fresh, new batteries.
  • I cleaned the IR section of the receiver and remote with 99% isopropyl alcohol to ensure it was not dirty.
  • The receiver is plugged into its proprietary charging cable, charging block, and HDMI cable.

I am frustrated at the pure fact that it coincidentally stopped working fully after changing the theme (which, if the product is worth anything, is HOPEFULLY unrelated).

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5 REPLIES 5
renojim
Community Streaming Expert
‎09-29-2022 12:54 PM

Re: Roku Remote IR only works 1 foot away from Roku Express receiver

Did you try changing the theme back to what it was when it worked?

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
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I am not a Roku employee.
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Whiteysall
Level 8
‎09-29-2022 01:06 PM

Re: Roku Remote IR only works 1 foot away from Roku Express receiver

Yep, after I reset it (another failed troubleshooting attempt), I ensured the theme was not only not active but also deleted.

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RokuNimfa-C
Roku Employee
Roku Employee
‎09-29-2022 03:36 PM

Re: Roku Remote IR only works 1 foot away from Roku Express receiver

Hi @Whiteysall,

Thanks for your post. 

It seems that your Roku simple remote is not working as expected. Additional to the troubleshooting, may we ask what is the location spot of your Roku Express? If your Roku player is attached to your TV with the included adhesive strip, move it to a position where the signal is less likely to be blocked. Do not install it inside a closed cabinet or behind your TV.

If still no dice, kindly reply here with the serial number of your Roku device associated with the affected remote from Settings>System>About. 


Regards,
Nimfa

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Whiteysall
Level 8
‎09-29-2022 03:52 PM

Re: Roku Remote IR only works 1 foot away from Roku Express receiver

Hi Nimfa, 

I did use the adhesive strip at first and I had my Roku player at the top of my TV. Then after having the issues begin, I moved it as far as the HDMI would let me in every possible direction with the player having no obstruction from the remote's signal. 

The serial number is X004002V1J0G.

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RokuNimfa-C
Roku Employee
Roku Employee
‎09-29-2022 05:26 PM

Re: Roku Remote IR only works 1 foot away from Roku Express receiver

@Whiteysall

Thanks for the reply.

I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

Your patience and understanding are greatly appreciated.


Regards,
Nimfa

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