How do I resolve problems with my Roku® Enhanced Remote?

Background

Remote issues differ based on the type of Roku remote. Before troubleshooting, you should first determine which type of remote you use with your Roku® streaming player or Roku TV

  • Standard IR (infrared) remote
  • Enhanced “point-anywhere” remote

If you are not sure, a simple method for determining the type of remote is to remove the cover from the battery compartment and look for a pairing button.

A remote with a pairing button is called a Roku Enhanced Remote. If you have this type of remote, the troubleshooting steps in this article can be used to address your problem.

Any remote that does not have a pairing button is a standard IR remote. There is a unique set of steps for troubleshooting a Roku IR Remote.

If you need more help determining which remote is used by your Roku device, review guidelines for determining the type of remote.

How does an enhanced "point anywhere" remote work?

Your enhanced “point-anywhere” remote connects over a wireless network and like its name states, you can point it anywhere. Unlike a standard IR remote, it does not need to be pointed directly at your Roku device in order for it to work. This allows you to install your Roku device in a cabinet with a door or behind your TV.

During initial setup, enhanced “point-anywhere” remotes try to establish a connection with your Roku device through a process called “pairing”. If you have a Roku Enhanced Remote, you will see a message like the one below when you are setting up your Roku device.

After a moment, the pairing process completes and your remote is ready to control your Roku device.

Why is my Roku Enhanced Remote not working?

If your Roku Enhanced Remote is not working as expected (e.g., you are unable to control your Roku device, your remote is not pairing, pressing buttons does nothing), use the troubleshooting steps below to help resolve the issue.

  1. Restart your Roku device and remote

    • Open the battery compartment and remove the batteries from your remote.

    • Remove the power cable from your Roku device, wait 5 seconds and then re-connect the power cable.

      • Pro Tip: All Roku devices (except for Roku Streaming Sticks) can be controlled with a Roku IR remote. If you also have this type of remote, you can use it to access the settings menu and restart your Roku device (rather than unplugging it). Go to Settings > System > System restart > Restart on a player, or Settings > System > Power > System restart > Restart on a Roku TV.
    • When your Roku device displays the home screen, reinsert the batteries in your remote.

    • Wait at least 30 seconds to see if your remote establishes a connection with your Roku device.

  2. Re-pair the remote

    • Open the battery compartment and remove the batteries from your remote.

    • Remove the power cable from your Roku device, wait 5 seconds and then re-connect the power cable.

    • When your Roku device displays the home screen, reinsert the batteries in your remote.

    • Press and hold the pairing button inside the battery compartment of your remote for 3 seconds or until you see the pairing light on the remote begin to flash. If the light does not flash, try again. If the light still does not flash, then you should replace the batteries (see below).

    • Wait for 30 seconds while the remote establishes a connection with your Roku device.

    • The remote pairing dialog should appear on your TV screen.

  3. Replace the batteries

    • Open the battery compartment and remove the old batteries from the remote.

    • Remove the power cable from the Roku device, wait 5 seconds and then re-connect the power cable.

    • When the Roku device displays the first screen, insert new batteries.

    • Wait for 30 seconds while the remote establishes a connection with your Roku device.

    • The remote pairing dialog should appear on your TV screen.

  4. Install a HDMI extension cable (Streaming Stick only)

    • When using a Roku Streaming Stick or Roku Streaming Stick+ that can be connected directly to an HDMI® port on your TV, wireless interference from the HDMI connector may impact the performance of your remote.

    • If this is the type of Roku device you own, try moving it away from the HDMI connector on your TV by installing a free extension cable to connect your Streaming Stick to your TV.

  5. Connect your Roku device to the 5 GHz wireless network

    Pro tip: Attempt this step if you are comfortable working with your networking equipment.
    • Review the user manual for your router* or contact the router manufacturer to check if your router supports 5 GHz.

    • If it is supported, make sure the 5 GHz network is enabled in the router settings.

    • Go to Settings Network Set up connection > Wireless on your Roku device and connect your Roku device to the 5 GHz wireless network (e.g., MyNetwork_5GHz). 

    • For detailed help modifying the network connection for your Roku device, review the steps for selecting a network.

  6. Change the wireless channel on your router

    Pro tip: Attempt this step if you are familiar with your networking equipment. For help configuring your network equipment, refer to the user manual or contact the manufacturer.
    • Using your computer or mobile device, sign in to the admin tool for your router. If you cannot locate the user name and password and believe they have not been changed, the default values may be listed on the manufacturer’s website or user manual, or possibly on the bottom of the router. 

    • After you successfully sign in (remember that passwords are typically case-sensitive), refer to the documentation and find where to change the wireless channel.

    • Many routers use an “auto” setting which you can change to a specific channel. Ideally you should choose a channel that does not overlap with channels used on nearby wireless networks.

      • Note: Channels 1 to 14 are designated in the 2.4 GHz range.
    • After choosing a specific channel, you will likely need to apply/save the changes before you are prompted to reboot the router. 

    • If the performance does not improve after your router reboots, sign in again and try a different channel.

      • Note: If you change the wireless channel on your router, any wireless extenders installed on your network should automatically adjust to channel changes as long as the network name (SSID) does not change. Refer to the user manual or online documentation for the wireless extender for details.
  7. Replace the remote

    • If none of the above steps solve your problem, you may need to replace your remote. 

    • Be sure to check the list of compatible products for your Roku device before making a purchase.

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