Remotes

[RTsandel23]

I just went to turn in my Streaming Stick+ and it is back at the very initial “Let’s Get Started” page asking to choose a language. What’s worse is the remote for our will not work. Tried new batteries. Nothing. Tried holding down the pair button. Nothing. So now I have a stick that reset itself to factory defaults for some unknown reason so I can’t use the app to control it and a remote that has completely died. I’ve tried unplugging, replugging, different TV. Nothing. 

Anyone run into something like this before?

[larsonm]

I have same issue.  Remote pairs, goes to select language and from there I can do nothing.  It is like it has dead batteries or something.  Any suggestions.

[RokuDanny-R]

@RTsandel23 @larsonm

Thanks for the posts.

How are you powering your Roku device? Is the device plugged into the TV USB port, or is it plugged into a wall adapter?

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

If you are still unable to resolve the issue, can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

Thanks,
Danny

[RTsandel23]

I have gone through the steps on the troubleshooting page and it did not fix the issue. The remote is completely unresponsive and there is nothing I can do to get past the initial setup screen (and I’m still not sure why it reset itself to factory defaults anyway).

It is currently plugged into a USB 3.0 port in the back of my TV but I tried switching to the wall adapter and the same issue occurred. 

The device is a Roku Streaming Stick+. If you honestly need the serial number to try and help, I can provide that as well when I get home this evening.

[Tivoburkee]

---

@RTsandel23 wrote:

I have gone through the steps on the troubleshooting page and it did not fix the issue. The remote is completely unresponsive and there is nothing I can do to get past the initial setup screen (and I’m still not sure why it reset itself to factory defaults anyway).

It is currently plugged into a USB 3.0 port in the back of my TV but I tried switching to the wall adapter and the same issue occurred. 

The device is a Roku Streaming Stick+. If you honestly need the serial number to try and help, I can provide that as well when I get home this evening.

---

@RTsandel23 

Do you still have the "Long Range Wifi Receiver" attached to the stick+ like the follow:

https://www.roku.com/products/accessories/usb-power-cable-with-long-range-wifi-receiver

The Roku remote will not communicate with stick+ without that attached!!

[RTsandel23]

I will look when I get home, but I would assume that it is still connected as it was working perfectly fine a few days ago and I didn’t unplug it or move it between then and when it stopped working. 

Good tip though, as I did not know this. 

[RTsandel23]

The serial number is YH00HF009209

I confirmed that the dongle that came with the device is still attached.