Forum Discussion

cameraz's avatar
cameraz
Reel Rookie
7 months ago

New Roku remote won't control power or volume, but does control mute

Some of the buttons in my Roku RC-GZ1 remote started getting too hard to press, so I ordered an identical new remote. But this new remote won't turn my Samsung TV on, nor will it control the volume of my Samsung soundbar. My old Roku remote DID (and still does) control these things.

I went through the entire setup with the new remote, and was able to pair it with my TV. But the power and sound levels don't work. However, I CAN turn the soundbar's Mute on and off, but not control the volume.

I went back and tried EVERY solution listed in this community (please don't ask me to list them; take my word, I tried them). I even got messages that I "successfully" paired my new remote. I hear the music during the setup, etc. But still no power or volume control.

Note: My old Roku remote is set up as an IR device. It controls EVERYTHING! My soundbar is connected to the TV with an optical cable.

So why does my old Roku remote control my TV power and soundbar volume, while the new Roku remote does not?

I even set up the new remote as a new device. Still no luck. What is going on here?

remotes

5 Replies

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    7 months ago

    Hi cameraz,

    Welcome to the Roku Community!

    Thank you for letting us know about the issue with your new Roku Voice Remote Pro, which does not control your TV's power and volume. No worries, we are here to help.

    Have you tried the CEC setup? If not yet, we suggest you try it by following the steps below:

    1. Press Home on your Roku voice remote 
       
    2. Scroll and select Settings
    3. Select Remotes & devices
    4. Select Remote
    5. Choose your voice remote from the list and select Set up remote for TV control
    6. Choose CEC setup

    For more details please visit our Roku Support article: Why is my RokuĀ® voice remote not controlling power and volume on my TV?

    We hope to get this sorted out soon.

    Cheers,
    The Roku Community Team

    • cameraz's avatar
      cameraz
      Reel Rookie
      7 months ago

      Thank you for responding. And, yes, I did try the CEC setup ... as well as EVERY OTHER POSSIBLE THING you can think of. This includes resetting my Roku 4k Express to factory settings. I also tried unplugging my TV, soundbar and Roku device. Absolutely nothing I tried works.

      Meanwhile, I contacted Roku Customer Support. The first agent, Ron, didn't answer my question and simply disappeared until my chat timed out. The second agent, Suzy, did the same thing. She asked me how she could help, and when I told her the problem, she disappeared, never to respond again.

      The third agent, Brian, told me to try various tests, which I politely informed him I had tried them all. Exasperated, he said I have a defective remote, and that I should return it. I told him I had already returned 1 remote that didn't work, and now I should return the 2nd remote for a 3rd one? He did not respond.

      Btw, I purchased this remote to replace an IDENTICAL Roku remote that was having issues with its buttons being hard to press. That remote was set up in IR mode, and controls all of my equipment's functions perfectly.  I set my latest remote up the same way as my old remote, but it will not turn my TV on or off or control the volume of my soundbar. Doesn't make any sense.

       

      • makaiguy's avatar
        makaiguy
        Community Streaming Expert
        7 months ago
        cameraz wrote:

        Btw, I purchased this remote to replace an IDENTICAL Roku remote that was having issues with its buttons being hard to press. That remote was set up in IR mode, and controls all of my equipment's functions perfectly.  I set my latest remote up the same way as my old remote, but it will not turn my TV on or off or control the volume of my soundbar. Doesn't make any sense.

         

        It's possible the newer remote contains an updated set of control codes for your brand of TV.  Sometimes different code sets may have codes to control more or fewer functions than others.

        Try setting it up for the TV again, but this time LIE to it the first time the sound stops so that it will go on to try testing the next code set.  If that doesn't fix it, repeat, this time LIE the first two times the sound stops, etc.