Remotes

[prisonerdrw]

Remote Model RC834 being used on an Insignia NS-24DR220NA18.

I have just about had it with this stupid remote not working properly, or the TV or Roku not getting this remote to work properly. In the two months I've had this remote, half the time the remote isn't paired properly or whatever the problem is. The voice control doesn't work and apparently the system on the TV can't tell what the battery level is. So whenever I go to the Home screen, I get this message:"

"For a better experience, try pairing your remote again

Get improved battery life and better navigation. You can always do this later in Settings."

First off, great grammar error in the first sentence. There should be a period after "again."

Second, how am I supposed to pair a remote that's ALREADY PAIRED? I try to pair it like I did when I first paired it and nothing happens, since the TV probably thinks "Why is this moron pairing a remote that's already been paired?" I agree, expect I'm not the moron, whoever programmed this system is.

I am beyond frustrated with this remote and have gone back to the original remote that I got on my TV years ago.

Seriously, Roku, fix this, or stop having this annoying notifications pop up. Or tell me what I'm doing wrong, if it's me (which it isn't, since I'm not an engineer or a programmer, but apparently whoever programmed this apparently isn't either).

Note: If you can't help me, don't reply with some "try doing what you tried to do two or three times a day again, the 1,000,000th times the charm" stuff.

[renojim]

My preferred method for pairing a remote is to unplug the power from the Roku device, press and hold the pairing button (or Home and Back at the same time) until the light starts flashing, place the remote down next to the Roku device, and then connect the power to the Roku device.  Once it finishes starting up it should find the remote and pair.  I have to admit that I haven't tried this with a TV (or at least not in a very long time), but I don't see why it wouldn't work.  Note that simply turning off the TV and turning it back on isn't good enough.

[prisonerdrw]

Tried that once. TV plug is hard get to, and since you haven't tried it in a while, I'll ignore you. Plus, it's already on the help list.

I tried all of the suggestions on this page for a voice remote with batteries and no pairing button (great idea getting rid of that, guys.) So don't suggest anything from this page:

https://support.roku.com/article/208755708

This list doesn't help when the remote works one day but not the next.

THIS IS A SOFTWARE PROBLEM.

The software version on my TV is 12.5.0 and Build 4176.

[RokuCarly · Accepted solution]

Hi, @prisonerdrw.

Thank you for providing us with more information. 

Would you mind providing us with a photo of the error message prompted for reference? Also, does this happen every time you turn on your TV, or does it randomly appear? 

Regarding your remote issues, we actually offer the Roku mobile app as an alternative to your physical remote. It works well with all of Roku's streaming devices and has a private listening feature. Furthermore, if you want to request a replacement for your remote, we highly suggest reaching out to the Customer Support of Insignia. You can also contact their direct line at 1-877-467-4289 for further clarification and assistance regarding their remote. 

Please be also advised that we only support the software system of the Insignia Roku TV. They are the ones who created their hardware devices/players. 

Let us know if there's anything else we can be of assistance with and we'd be more than happy to continue doing so. 

Best regards,
Carly

[prisonerdrw]

I can't figure out how to add pics to this forum, so I'm posting links from my Google Photos:

1) What exactly shows whenever I go to the Home screen with the voice remote:

https://photos.app.goo.gl/Se3twK7eyYk6NYda7

2) When I check this remote on the Settings screen

https://photos.app.goo.gl/Z5KdvoB4C4m8FtLp8 

3) When I try to pair the voice remote (that's already paired)

https://photos.app.goo.gl/Hh63BcUScZFrXK9d9

This occurs very randomly. I basically get one or two days of the remote being optimal, then it will say the remote needs to be paired again. Again, there is no way to unpair and "re-pair" a remote.

On contacting Insignia, this TV is 5 years old, and well past its original or added warranty. So no help there. The TV is fine and I don't want to replace it until its needed.

Just adding, the remote has not left the general area of the room that the TV is in. The remote has never been more than 6 feet from the TV at any given point. And I only paired it to this TV, not to any other.

Now, I have a similar remote that I bought for my living room TV and it does the same thing. Sometimes it's fine, sometimes it wants to be paired again. Won't worry about that because that TV and its remote is fine, but at this point, I'm never buying on of these remotes again. I bought one of them from amazon and have already gave it a negative review. That bridge is down and won't be fixed.

And yes, I know about the mobile app, I use that when I have to type passwords.

[aluke]

Same issue, I get this e very time I use the Roku.  Isn't there any way to disable this useless message once and for all?

[RokuJohnB]

Hi @prisonerdrw @aluke,

Thank you for keeping us posted, and welcome to the Roku Community!

We understand you're having a problem with the Roku remote. We're happy to assist you. Please be advised that you may need to check the batteries on your Roku remote. Dead or low batteries can cause the remote to stop working. Replace the old batteries with new ones, and check if the remote is working. Repair the remote. If the batteries aren't the issue, re-pair the remote to your Roku TV.

If the problem still persists, please let us know.

All the best,

John

[prisonerdrw]

Update:

About November 17 or so, I changed the batteries. The remote worked. Tonight, I tried out the voice option again and it went back to the same problem. Now maybe this just may be me, but batteries that last only 10 days in a remote means it's a bad remote. Sure these are Harbor Freight's Thunderbolt Magnum batteries, which are the cheapest ones at that store, but 9-10 days is kind of short. I put their more device friendly Thunderbolt Edge batteries in and while the remote is recognized now, the voice still doesn't work. The problem is that I believe I checked it on Sunday and it said 70%. I'm sorry, but I don't believe the "battery" issue is a real issue. It's bad software for this stupid remote.

I refuse to be a guinea pig for Roku's software engineers who flunked computer software in college.

Fix the problem, or don't. I don't care.

Added is a photo of the firmware version, which I believe someone asked for before, maybe.

[prisonerdrw]

Today, I get the stupid "please pair your remote again" message.

I check the voice remote on the settings screen, I get this:

Seriously, I believe I've used it before, like yesterday, November 28!

I believe that part of the problem is Roku updating the home screen lately. About a month ago, the home screen went to the four row (or column, whatever) screen, then a couple weeks ago, went back to the three row, then back to the four row around the same time as the remote issues occured.

Again, hire better software engineers or something. I'm beyond sick of this problem. Someone else be the guinea pig.

[RokuJanadeeK]

Thank you for keeping us in the loop, @prisonerdrw.

Would you be so kind as to provide us with the following information:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee