Remotes

[JoshuaSampson]

Hi there,

My Roku simple remote for my Roku Express HD has stopped working and I’ve tried resetting the box, changing the batteries in the remote, and all the other suggested troubleshooting tips, and the remote still doesn’t work. This makes me think that the sensor in the remote has gone. 

I’ve only had the box for around a year, so I’m pretty disappointed that the remote has died so quickly. I noticed a few months ago that it was missing occasional button presses, but hoped the remote would last longer than a year. 

Could I therefore be sent a replacement remote?

Thanks,
Josh. 

[RokuJharra-Q]

Hello, @JoshuaSampson. Welcome to the Roku Community!

We appreciate your reaching out regarding the issue with your Roku remote. To better assist you, could provide us with more specific information, such as:

• Is this the remote that originally came with your Roku Express, or was it purchased separately? 
• When did you start experiencing problems with pairing the remote? 
• When and where did you purchase the device? 
• Serial number of the Roku player this remote is paired to.

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'll be looking forward to your update.

Thanks,
Jharra

[JoshuaSampson]

Hi there,

Yes, the remote is the original one I got with my Roku box, and it been missing occasional button presses for the last couple of months.

My Roku Express HD 3930EU was originally purchased on the 23rd of October 2023 via Amazon, and the order no is 204-4140520-7165154. 

The serial number on the box is S01V31836FVS. 

Unfortunately, I reset the box so it has lost connection to the Internet and the app remote will therefore not work.

Thanks,
Josh.

[RokuJharra-Q · Accepted solution]

Hello @JoshuaSampson,

Thank you for posting here in the Roku Community!

We understand, and we appreciate your attempt to resolve your Roku remote issues. If you are having problems or if you want to return the remote, please make sure to get a Return Material Authorization (RMA) number first. Before requesting a refund or replacement, it's important to fully understand the process outlined in this article: Step-by-step instructions for returns and warranty replacements

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

• Why is my Roku remote not working?

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

[JoshuaSampson]

Hi there,

I’ve had a look at the below link, but it’s quite confusing and I can’t find a “Replace” option for my faulty Roku in my account settings, meaning I can’t generate a Return Material Authorization (RMA) number. 

Is there another way that a replacement remote could be sent to me? I don’t require a replacement Roku Express box, I only need a replacement remote. The box itself appears to be working fine. 

As the product is only around a year old,  I would prefer not to have to pay £19.99 for a voice controlled remote (which is an unnecessary upgrade to the simple remote I currently have). 

I hope we can come to a solution soon.

Best,

Josh. 

[RokuJharra-Q]

Thank you for your ongoing updates, @JoshuaSampson.

We truly value the time and effort you’ve dedicated to this matter. Please be assured that we will reach out to you via private message to provide further assistance regarding this issue.

Best regards,
Jharra