Remotes

[Neiding]

I just bought and set up a new Roku Ultra last week (model 4850x). It came with the rechargeable Roku Voice Remote Pro remote (model RC1071). I have the more standard Voice Remote with AAA batteries on my Premiere+ and have never had issues. The Pro remote that came with this new Ultra has been nothing but problems.

Using my phone to navigate the system menu, I can see the this rechargeable Pro remote currently has a 95%+ charge but keeps not responding. The light on the top left of the remote keeps illuminating as either solid red or solid white, depending on when the problems were occurring. It’s solid white as I type this and has been for 30+ minutes. I’ve tried holding the back and home buttons down at the same time for 20+ seconds, nothing. I’ve tried rebooting the Ultra device, the remote is still unresponsive. Does anyone have suggestions?

[RokuJharra-Q]

Hi, @Neiding. Welcome to the Roku Community!

Thank you for bringing the issue with your Roku remote to our attention. We truly appreciate the troubleshooting efforts you have already made.

To assist you further, could you kindly provide the serial number of your Roku device? If possible, we would also appreciate a photo of your Roku remote. 

To insert an image in a post:

• Click on "Insert Image." Next, select the location of the image source. Follow the on-screen instructions to complete the process

Thanks,
Jharra

[Neiding]

The model of my new Roku Ultra is 4850x. The model of the Roku Voice Pro remote is RC1071. Can you help me understand why you want/need the serial of the Roku Ultra?

The solid light that shows when the remote is unresponsive is either red or white. Holding back + home or back + home + mute for 20+ seconds doesn’t do anything. Nor does unplugging or restarting the Roku Ultra it is paired with. The Internet connection as tested on the Roku is “Good” with 205mbps throughout. When the remote is unresponsive, the “find remote” sound also doesn’t work. The remote also won’t operate the TV volume/mute when the solid light is on.

Pictures to follow.

[Neiding]

[Neiding]

[Neiding]

I called the Roku service center and was elevated to tier 2. They are sending a new remote. Fingers crossed!

[jack533]

My new Roku Ultra has a 4850x model. The Roku Voice Pro remote's model number is RC1071. Could you please explain why you require or desire the Roku Ultra serial? When the remote is not working, a red or white solid light appears. It doesn't help to hold back + home or back + home + mute for more than 20 seconds. Neither does turning off or unplugging the Roku Ultra that it is connected to. The Roku test indicates that the Internet connection is "Good," with a total speed of 205 Mbps. The "find remote" sound is also inoperable when the remote is not responding. Additionally, when the solid light is on, the TV's volume and mute cannot be controlled by the remote.