Remotes

[DonCheadle]

I just purchased a voice remote, model RCAL7R, for my 3910RW Roku express+. The remote works fine for a little bit, whether using touch controls or voice controls, then will stop working for around 30 seconds give or take, then work again. Also, new batteries will drain down from 1.5V to below 1.2 Volts in just a few hours at which point the remote stops working entirely. 

[RokuKariza-D]

Hey @DonCheadle

Thanks for letting us know about the issue you're experiencing. 

If you haven't done any troubleshooting steps yet, we suggest re-pairing the remote to your Roku. You can follow the steps below:

1. Open the battery compartment and remove the batteries.
2. Remove the power cable from your Roku device, wait 5 seconds, and then reconnect the power cable.
3. Wait until your Roku device displays the home screen.
4. Restart your remote.
   • Standard batteries: Reinsert the batteries into your remote.
5. Press and hold the pairing button for 5 seconds until you see the status light begin to flash. If the light does not flash, try again. If the light still does not flash, charge your remote or replace the batteries.
6. Wait for 30 seconds while the remote establishes a connection with your Roku device.
7. The remote pairing dialog should appear on your TV screen.

For more troubleshooting steps, visit this Support article: How do I resolve issues with my Roku® voice remote?

Let us know how that works for you!

All the best,
Kariza

[TRAK55]

I've done all of this troubleshooting/repairing/etc. and the remote is still unstable - intermittently stops responding. This is a Roku Model 3941X - Roku Express 4K+ bought directly from Roku last month.

[RokuKariza-D]

Hi @TRAK55

Appreciate you letting us know all of the troubleshooting you've done.

Please reply here with the serial number of the Roku device associated with the affected remote. It can be located underneath the player itself.

Once we have the information needed, we'll be able to forward it to our support team for further assistance.

All the best,
Kariza

[TRAK55]

I responded as requested in email two days ago - no response.  Here is the information from the email:

Hi Kariza,

Model: 3941X - Roku Express 4K+

Serial number: X0160OTOTLXT

Software version: 10.0.1 •

build 4180-CR Device ID: SOZP2166TLXTAN

I put new batteries in the remote and they are draining quickly. 

[RokuDanny-R]

@TRAK55

Thanks for the follow up and providing me with your information.

Please be aware that any emails that you receive regarding Community responses are purely notifications and cannot be responded to.

I have passed along your information to our Support team. They will follow up and assist you.

Thanks,
Danny