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davidoo
Reel Rookie

Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

Bought Nov, 2021 and working fine until 17/4/22. Suspect firmware update on Roku or TV might have triggered problem.

Tried all the solutions, including the network 2.4.& 5 switch. I also have the same enhanced remote that works with the Roku Soundbar on another TV in another room but will not work with my Streaming Stick+ either.

Using mobile app in meantime which works fine.

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5 REPLIES 5
RokuDanny-R
Retired Moderator

Re: Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

@davidoo

Thanks for the post.

We would recommend taking a look at the information provided by our Support page here: Fix your remote

If you are still unable to resolve the issue you are experiencing, can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Community Moderator
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davidoo
Reel Rookie

Re: Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

Hi Danny, tried all the fixes but no success. I answered your serial number question in my original reply - see copy of all answers below. I'm not sure it's the remote now, I could not launch Apple TV or use Screen Mirroring. Launching Apple TV using my mobile app remote started the app but ended up back at the home page and Screen mirroring just returns a something went wrong message on my tablet?

My original reply to your questions which includes serial number..., "

  • When pairing is done, the Roku device can be controlled by the Remote - NO PAIRING DIALOGUE APPEARED. SO I ALSO TRIED TO PAIR BY LAUNCHING THE ADD A NEW DEVICE FROM THE SETTINGS SCREEN USING MY REMOTE IOS APP BUT WITH THE SAME RESULT - NO PAIRING DIALOGUE APPEARS.

You can refer to the link below for further help:

https://support.roku.com/article/208755708 (How do I resolve problems with my Roku® enhanced "point-anywhere" remote?)

If the issue persists, I suggest you contact your Internet Service provider(ISP) to change the wireless channel to check if the issue can be resolved: CHANGED FROM 2.4 TO 5 AND BACK AGAIN BUT NO DIFFERENT. IT WAS WORKING BEFORE AND I HAVE A ROKU SOUNDBAR ON MY BEDROOM TV CONNECTED TO THE SAME NETWORK WHICH WORKS FINE. I SWITCHED THE BEDROOM TV & ROKU SOUNDBAR OFF WHEN TRYING TO PAIR THE STICK+ TO MAKE SURE THERE WAS NO INTERFERENCE.

  • For a 2.4 GHz bandwidth network change the channel to 11 or 9
  • For a 5 GHz bandwidth network change the channel to 153 or 161

Please be informed that the high wireless interference might have caused this issue. Changing the wireless channel on your router may help you to reduce wireless interference.

If the issue persists, please reply with the following details to isolate the remote issue:

  1. May I know the device ID and the serial number of this Roku device? ID: 233168060376, SERIAL NO: YH008T060376.
  2. Check the device label for the details. MODEL NO: 3810EU.
  3. How long have you been facing this issue? SINCE 17/4 22 WHEN I THINK A SOFTWARE UPDATE OCCURED.
  4. When the pairing button is pressed do you see a green flashing light near the battery compartment? YES
  5. When you press any buttons on the remote do you see the LED light flashing on the Roku? NO
  6. Do you see the remote pairing message on the TV screen? NO - NOR WHEN I TRY TO ADD A NEW DEVICE.

Thank you for choosing Roku.

Have a nice day!

 

Regards,

Wasima

Roku Customer Support

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davidoo
Reel Rookie

Re: Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

I forgot to mention that I have now bought a new 4K Streaming Stick which is working fine - remote works as it should and I can stream using both Airplay and Screen Mirroring which suggests there is a problem with my Stick+ rather than the remote. My problems became evident within days of the last software update in April???

I was somewhat nervous when my new 4k Stick updated it's firmware during the initial setup but it works fine.

I now have a Stick+ I would like to use on another TV but can not use the standard remote or stream from my Apple and Windows devices.

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Tivoburkee
Community Streaming Expert

Re: Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

Your Stick+ 3810 does it have the long-range wireless receiver cable? The usb cable with the bump? It is what the remote and internet communicate with, not the 3810 itself. If you don't have, or its broken, then that means no remote or internet. 

Your newer 4k stick has a similar cable but different usb type of end. Old used mini-b usb, where the newer one uses micro-usb connector. So not compatible. 

Edmund
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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davidoo
Reel Rookie

Re: Roku Streaming Stick+ M.3810EU, Software 10.5.0, Bld.4208-50 - Remote RC620 stopped working

Yes it does, Model 3810X, SN: 233168060376 and I can see the difference in the USB connector size.

I'm assuming it's working because I could still use the mobile Roku Remote App to change and view channels etc, but as I mentioned above the mobile Roku Remote App would launch Apple Airplay and Screen Mirroring but neither would complete the action and work - simply returning to the Roku Home page with no Roku warnings but a message on my Windows Laptop saying "something went wrong"

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