Remotes

[mckellygirl]

I have a Roku Express 4K+ box with voice remote.  The right arrow button is not working unless I apply an extreme amount of pressure for the last couple days now. I have followed all the recommended steps to reboot the device, power it down, removed and replaced the batteries, and I've seen no improvement.  I am extremely frustrated and would really just like a replacement remote. 

[RokuJharra-Q · Accepted solution]

Thank you for posting here in the Roku Community, @mckellygirl!

We apologize for your experience and appreciate you informing us about the issue with your Roku remote. We would like to assist you with this matter.

To get started can you please provide the following information: 

• Could you please share with us the type of Roku remote you have?
• Is there a pairing button on the back of the remote?
• Please provide the serial number of the Roku device that is paired to the remote. 
• When did the issue begin?

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 will wait for your response and are here to assist you further.

Thanks,
Jharra

[mckellygirl]

Thank you for replying, Jharra.

• The remote has a microphone (voice remote)
• The remote does not have a pairing button
• The Roku device is an Express 4K+ with serial # SOHAK2D29TR5
• The issue began on 11/30 and is ongoing despite following recommendations multiple times to try to fix the issue.

I appreciate any suggestions you may have.

[RokuJharra-Q · Accepted solution]

Thank you for the reply @mckellygirl!

We'd like to suggest you reseting your Roku remote and see if that helps.

• Reset the remote: Press and hold the Back/pairing button and Home button simultaneously for about 20 seconds. This can help to reset the remote and potentially fix the issue.

For detailed instructions on how to reset your Roku remote, you can refer to this support article: How to fix your Roku voice remote that is not working | Roku.

If the issue persists, please let us know so we can assist further.

Thanks,
Jharra