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I've had ROKU for a couple of years and now my remote does…

Customer Question
I've had ROKU for...

I've had ROKU for a couple of years and now my remote does not work access to the channels. I replaced the batteries and still nothing

Technician's Assistant: What's the make/model number of your device? How old is it?

Will I find that on the remote

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

It has been a week and all times previous, the remote worked just fine

Technician's Assistant: Anything else you want the Video Expert to know before I connect you?

That is why I assumed it was the batteries

Submitted: 5 months ago.Category: Recorders and Players
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Answered in 5 minutes by:
11/20/2017
Electronics Technician: Richard, Customer Service replied 5 months ago
Richard
Richard, Customer Service
Category: Recorders and Players
Satisfied Customers: 44,590
Experience: Over 20 years fixing Electronically devices
Verified

Thank you for your question. My name is ***** ***** I look forward to assisting you.

Can you tell me please which model Roku you are using?

Please let me know

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Customer reply replied 5 months ago
where would i find the model
Electronics Technician: Richard, Customer Service replied 5 months ago

It will normally be printed on it on a label

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Customer reply replied 5 months ago
okay, i see bar code info on this rook, serial #2L64AY104727
Customer reply replied 5 months ago
are you there?
Electronics Technician: Richard, Customer Service replied 5 months ago

Ok, thats the serial, not the model.

But is it a box or a stick plugged into your TV?

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Customer reply replied 5 months ago
it is a purple stick
Electronics Technician: Richard, Customer Service replied 5 months ago

Can you please remove the power to the TV (so unplug it from the power socket).

Then on the actual TV, hold the power button for 60 seconds then release.

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

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Customer reply replied 5 months ago
will you be waiting while i do this?
Electronics Technician: Richard, Customer Service replied 5 months ago

yes

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Customer reply replied 5 months ago
i am concerned about doing this as I'm afraid it will mess up other components
Customer reply replied 5 months ago
are you there
Customer reply replied 5 months ago
please respond
Electronics Technician: Richard, Customer Service replied 5 months ago

yes I am here, please allow me a minute or two to type out my responses....

It will not effect any other components.

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Electronics Technician: Richard, Customer Service replied 5 months ago

yes I am responding, please allow me a minute to type out a response in order to respond

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Customer reply replied 5 months ago
waiting the 10 minutes now
Electronics Technician: Richard, Customer Service replied 5 months ago

Thank you

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Customer reply replied 5 months ago
just went thru the whole process and it does not work
Electronics Technician: Richard, Customer Service replied 5 months ago

Does the remote control anything at all on the roku?

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Customer reply replied 5 months ago
nothing
Electronics Technician: Richard, Customer Service replied 5 months ago

Thanks

It is the remoe that has faulted, this now confirms it

A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.

I am really sorry about this and you are going to have to purchase a replacement remote which you can via my link below

https://www.amazon.com/Roku-Streaming-Remote-Version-3500rw/dp/B01BKVLY52

You can then use this new remote

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

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Electronics Technician: Richard, Customer Service replied 5 months ago

Hi there

Was there something else needed?

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Richard
Richard
Richard, Customer Service
Category: Recorders and Players
Satisfied Customers: 44,590
44,590 Satisfied Customers
Experience: Over 20 years fixing Electronically devices

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