Solving playback issues

[Alexmak12345]

I’ve had the stick for about 3 months now and it started malfunctioning today. It started by not being able to load apps/content. Then when I reset the device a few times it started saying it couldn’t connect to my WiFi, although every other device connects just fine. So I tried to do a factory reset and now it’s telling me the remote isn’t connected. I’ve tried changing batteries but it keeps not being able to read it. What do I do??

[RokuArjiemar · Accepted solution]

Hello! @Alexmak12345,

It's so great to have you with us here in the Roku Community!

Thanks for reaching out to us about your Roku device. We're sure we will get your issue resolved positively.

Re-pair your voice remote to your streaming device

Put your streaming device in pairing mode:

1. Remove the power cable from your streaming device
2. Wait at least 5 seconds
3. Re-connect the power cable
4. Wait for your streaming device to power on, and the Home screen to appear on your TV screen
5. Within 30 seconds of seeing the Home screen on your TV screen, put your voice remote into pairing mode

Put your voice remote in pairing mode:

1. Remove the battery cover on the back of your voice remote
2. Remove both batteries from the battery compartment
3. Wait 5 seconds and then reinsert the batteries
4. If your remote has a pairing button, press and hold the pairing button for 5 seconds, or until you see the status light begin to flash.
5. If your remote does not have a pairing button, press and hold both the Home button and Back button for 5 seconds, or until you see the status light begin to flash.
6. If the status light does not flash, try replacing the batteries.
7. Wait for 30 seconds while the remote establishes a connection with your streaming device.

Once your streaming device and remote are connected, the pairing dialog will appear on your TV screen.

Please keep us updated on your findings so that we can continue to assist you. We look forward to hearing from you soon.

Thanks,
Arjiemar