Remotes

[mtracz]

Hello All, 

My streaming stick/remote (3820X2) will not stay connected. I have changed the batteries, paired them (over and over), and tested them on other TVs and locations, and it won't stay connected. 

I'm assuming it is a pairing or connection issue since it will turn the TV on and either work sporadically or not work at all when navigating through menus. 

I have checked the forums, tried to order the extension cable (get an error that says the site cannot complete the order now), and recently discovered that the 4K stick isn't something human support staff will cover. 

I'm hoping someone who has a fix or a moderator/support human can help me with a new device. It was a gift for Christmas and hasn't worked since. 

I hope all is well!

_Mike

[RokuJohnB]

Hi @mtracz,

Warm greetings from the Roku Community!
We know how important it is to have a functional Roku remote when using our Roku devices. No worries; help is here. Please check out this support article here. Could you also provide us with the current software version of your Roku device by going to settings, system, and about?

We hope this helps, and we'll wait for your response.

Thanks,

John

[mtracz]

Thank you for your reply @RokuJohnB 

I've used that article a few times already. It's well put together, although I still have the issue. 

It took a couple of tries (restarting, pairing, removing batteries, restarting pairing, etc.) to get to settings, and it looks like I am running Software version 12.5.0 build 4178-E6

I hope this helps. 

Thank you for working with me.

_Mike

[RokuJohnB]

Hi @mtracz,

Thank you for the additional information!

For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
To send a private message:

1. Sign in to the community.
2. Click the message count or envelope icon to go to your Private Messages Inbox.
3. Click Compose New Message.
4. Enter the recipient's name in the Send to area.
5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
6. Enter the subject for the message in the Message Subject area.
7. Type the reply in the Message Body editor.
8. Click Send Message.
9. You can look for the messages you've sent in the Sent tab.

To learn more about how to send a private message, click this Community link: Help - Roku Community
We'll be anticipating it!
Thanks,

John

[mtracz]

Hello @RokuJohnB I sent you a Private Message. I'll keep an eye out for your response unless I should have sent it to someone else. 

Thank you for your quick responses. 

_Mike

[RokuJohnB]

Hi @mtracz,

Thank you for your cooperation!

We have already received your private message here in the Roku Community.

Many thanks,

John

[Finspaw]

I am having the same problem. It just started yesterday. The remote is charged and paired. The remote control window in the upper right corner appears sporadically and the remote works for only one “click”. Then it won’t with until that window in the upper right appears again. I’ve done the resets and reboots. The remote is charged. I’m running software version 12.5.0. build 4178. 

[RokuJohnB]

Hi @Finspaw,

Thank you for updating us here in the Roku Community!

We will be more than happy to assist you further, but we will need to gather some details. May we know what Roku device you are using right now? (Roku Express, Roku streaming stick, Roku Ultra, Roku streambar, Roku TV-Specify)

We'll wait for your response.

Thanks,
John

[Finspaw]

Streaming stick with voice remote

[Finspaw]

It is like the connection between the remote and stick won’t maintain and it is in constant search mode