Remotes

[jsciii]

This is really a complaint about the my.roku.com and support.roku.com web sites.

My Voice Remote Pro has stopped controlling my Roku Ultra.

I don't remember the date that I bought the Voice Remote Pro and I don't know how long the warranty is.

The website WILL tell me that I didn't purchase the remote in the past six months.  It will not tell me when I DID purchase it and it will not tell me how long the warranty is.  (Note that the doument that comes in the box specifically tells me to go to support.roku.com to find out when the warranty is.)

This is really below expectations.  Most retail websites can tell me what I bought several years ago. 

- Jamie 

[RokuTakashi · Accepted solution]

Hi @jsciii,

Thanks for reaching out here in the Roku Community!

We understand that your Roku voice remote is failing. Upon checking the information on our end, it seems that the longevity of the remote has affected its performance. It is recommended to acquire a new Remote, and you can browse Roku remotes at this link: Roku Remotes

In the meantime, you can use the Roku mobile app to be utilized as a Remote with the same features as the Roku voice remote. Download it at this link: Roku mobile app

All the best,
Kash

[jsciii]

RokuTakashi,

The remote in question is still within its warranty period.  It was purchased from Amazon on Nov 16, 2022.

Since my original post it has become clear that the remote is coming unpaired from the Roku Ultra.  This has become so persistent that the remote usually comes unpaired within a half an hour.

The replacement instructions tell me to go to my equipment list on the Roku.com website and check the box in front of the beroken device.  But the Voice Remote Pro is not listed on the equipment list for my account so I can't choose it to request a replacement.

How can I request a replacement.

Another question... Does this device have a serial number amd how can I find out what it is?

Thanks,

Jamie Campbell

[RokuEuniceL · Accepted solution]

Hi @jsciii,

Thanks for updating us here in the Roku Community!

We're glad to assist you with your Roku remote. We want to ensure that your Roku remote can still be fixed with the troubleshooting steps that you can take since it keeps getting unpaired before we can conclude with a replacement. Please try to charge your remote. A full charge takes roughly 3 hours and lasts approximately 2 months under normal use. Please take note that heavy private listening use drains the battery more quickly. Hence, this can affect the remote's performance. Your voice remote can be used while charging, if necessary. You can also restart your Roku Ultra by unplugging it from the wall outlet and plugging it back in after 30 seconds. You can also restart it by going to Settings > System > Power > System Restart (if you do not see a Power submenu, skip to the next step). Restarting is quick, easy, and can solve most minor issues. You can check here for more steps on how to fix your Roku Voice Pro remote that is not working well.

If the issue persists, please let us know. We will be happy to assist you further.

Kind regards,

Eunice