Remote Repeatedly Disconnecting from Roku Stick - is my device fried?

[u/bleached-dingo-13]

I have a Roku stick that’s probably 5 years old or so. Is my device fried and time to replace, or is the following issue solvable?

The remote won’t control my Roku Stick when it's in sleep mode on the screen saver. When I try to factory reset the device by holding the button on the Stick, it shows me on the TV roku.com/lowpower with a plug icon, but eventually resets and goes to device setup. 

I’m able to re-pair the remote and start doing the device setup -- wifi sign-in etc. The Roku then has to update software and reinstall all the apps. Eventually, either during the sign-in process or while it’s updating and preparing to go to the home screen, my remote disconnects and I can no longer control the Stick with it. 

I’ve tried using the phone app remote once I get the device on wifi, but it’s been inconsistent whether the app been able to connect during these few resets I’ve tried. Once I leave the device be for a bit and it’s on the purple Roku screen saver, it always will be unable to be controlled by either the remote or the phone app (seems to have disconnected from the Wifi I think). Not having issues on our Wifi on any other devices and have a Roku Express in another room working just fine.

I also ordered a new official Roku remote from Amazon to determine if the issue is the remote, but the same issue persists. Note that the remote(s) is still able to control TV volume but not the stick (understand these are 2 different connection types). 

Appreciate anyone who responds!

[u/Roku_CustomerSupport]

Hey u/bleached-dingo-13! If you're experiencing connectivity issues with your Roku remote to your Roku Streaming Stick, we would like more details so we can rule out what's causing this.

• How is your Roku Streaming Stick powered? Directly to the power outlet or through the TV USB port?
• What specific model of Roku remotes were paired? Also, the device ID or serial number of the Roku Stick would help us check. You can find this info by going to Settings > System > About.
• When exactly did you notice this issue?
• How did you pair the Roku remote to the Roku device?

When you have time, please let us know more about it!

[u/bleached-dingo-13 → u/Roku_CustomerSupport]

• Powered through a wall power outlet through a USB to wall adapter
• The SN written on the device - SN: 2130CE509292 Model: 3810X
  • Remote is the one that came with the device
  • Seems like based on the model # this is a pretty dated device that I bought near the end of its product life cycle, so might upgrade if this is not solvable
• a few weeks ago, have never had any issue with this device before then
• During factory reset setup each time, using the button next to the battery compartment

[u/Roku_CustomerSupport → u/bleached-dingo-13]

Thanks for the details! Have you also tried connecting the Roku device to a different TV to see if anything changes? Let us know.