Remotes

[superdimension]

Hi all,

I have a Roku Smart Soundbar that is about 4 years old.  Suddenly, the remote stopped working.  Then I tried to access it via the iOS app, but it gave me an error message and told me to check that my Roku is "connected and on the network."  

I have reset the soundbar several times.  Each time, it reboots and shows the home screen with the current time, as if everything is working fine.  Based on something I saw on this board, I also unplugged the HDMI cable, to no avail.

I've also tried holding the pairing button on the remote, but it didn't seem to do anything.  In the past, even when there have been issues with the remote, I have always been able to use the app as a backup.

In sum, it seems to be working fine, but I cannot access or use it in any way.  Neither the remote nor the app work to navigate the menus.  After a few minutes, it goes to the screensaver.

All of this happened just as customer support went to bed at 10pm Eastern.  Any advice that any kind souls on this message board might provide would be greatly appreciated.

Thanks so much

[Tivoburkee · Accepted solution]

@superdimension 

Factory resetting the Soundbar wiped out the internet network and pass code it was set for, and so the cellphone app won't work any longer. It also clears all wifi remotes paired to it. 

[superdimension]

Thanks so much.  Unfortunately, I cannot seem to re-pair either the remote or the app.  

The Roku displays the home screen and current time, as if just waiting to be used, but nothing can seem to successfully access it, and eventually it goes to the screensaver.  I'm worried that it's essentially bricked.

It shows up in the app as a "previously connected device" that is "not available on this network."  One thing I've been hesitant to try is to "forget this device" from my app, though I suppose I don't have much to lose.

Any advice anyone might have for what could be wrong or how to proceed would be greatly appreciated.

Thanks!

[superdimension]

OK so the real answer is a bit embarrassing:  I hadn't checked the batteries in the remote.  I only did that after a factory reset, which is a shame because it entailed setting up the Roku again.

CHECK THE BATTERIES, PEOPLE!

In my defense, I still haven't determined why I could not connect via the app.