Remotes

[cwilliams32]

I don't understand my mom bought this roku and the first day I installed my roku to my TV I had problems when setting up my account. I had a hard time signing in because of the remote was moving to slow trying to pick the next letter. I restart the remote and it started working fine. I was able to move back and forth to shows I like to watch and out of a sudden I couldn't push play or go back to home. I had to use my old roku I gave my daugther to move back to the home screen. I tried going to settings to set up remote to tv again and I got a message that said my remote is alseep. I did all the steps to fix the romote. My tv goes to screen saver because I haven't watch anything. But my remote will let me exit the screensaver but still can't pick anything to watch unless i'm using a remote I downloaded from my phone.

[DBDukes]

@cwilliams32 

First, be aware that not all Roku devices come with the same remote. The model number would help determine which remote you have. Settings > System > About

Next, if the remote is bad -- it could be the batteries, even if they are new -- you could return the device to Roku. They usually just do a full replacement of everything, not just the remote, but Roku will make that call. @RokuDanny-R or @RokuKariza-D will be able to help with that.

[cwilliams32]

It been opened and roku device has the tape it to stick on tv

[DBDukes]

@cwilliams32 

That means it's probably (but not definitely) the Roku Express, or the Roku Express 4K+. Those use different remotes.

The instructions to go to Settings > System > About and find the model number still apply. We'll help if we can, but we need your help in getting the information we ask for.