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Vettlarry
Reel Rookie

New Roku Express4k+ will not control tv while previous purchased one will

I have multiple Roku Express 4k+. I cannot get the remote to control the TV with the last two Roku Express 4k+ purchased when even placing on a TV with one that has a system that works. It is an Insignia TV. The Nlink (CEC) is set to on. I have done the set-up with the remote of settings, set up remote to control TV. I can hear music, but it will not turn off. In summary, I have one that works on the tv, and the latest two will not control volume or turn tv on/off. What am I missing?

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Vettlarry
Reel Rookie

Re: New Roku Express4k+ will not control tv while previous purchased one will

Also I noticed that the model of the one that works is 3941x, while the two that won’t are 3941x2. If that makes a difference?

 

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RokuAnjelie
Community Moderator
Community Moderator

Re: New Roku Express4k+ will not control tv while previous purchased one will

Hi @Vettlarry,

Greetings and welcome to the Roku Community!
Thanks for bringing this to our attention about your Roku remote that will not control the TV. Please give us more details regarding your issue so we can further assist you.

  • Did you already try to change the batteries?
  • May we know what Roku remote you are using?
  • Is this the original remote that came with the device?

With more information, we can assist you further.

Best regards,

Anjelie

Anjelie A.
Roku Community Moderator
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Vettlarry
Reel Rookie

Re: New Roku Express4k+ will not control tv while previous purchased one will

I tried changing batteries. I even tried a factory reset on one and repaired it with the remote. Again, I have two of these. Both 4k+ that I am having the same issue with. Purchased off Amazon. I had bought another one a couple of weeks ago and did not have this issue. I have tried both of the ones with my issue on TVs with working Roku setups and can’t get them to control the tv. They both link to my account and will work but just won’t control the tv. Spent hours on this and frustrated. Has to be something simple.

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RokuTakashi
Community Moderator
Community Moderator

Re: New Roku Express4k+ will not control tv while previous purchased one will

Hi @Vettlarry,

Thanks for keeping us posted!

We appreciate you providing the additional information. It seems like you're having a faulty device since you've performed troubleshooting steps to resolve the issue. You can reach out to Amazon and inquire further about the device issue you've encountered. Make sure that the product is still on their warranty and follows their guidelines.

If there's anything we can assist you with aside from this, let us know.

All the best,
Kash

Takashi O.
Roku Community Moderator
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