Forum Discussion

CWJardine's avatar
CWJardine
Binge Watcher
2 years ago
Solved

Power, volume, and mute buttons suddenly stopped working on rechargeable voice remote

I have a rechargeable voice Roku remote purchased in October or November 2022.  Has been working great with an older Sony Bravia since then.  Yesterday the mute & volume buttons stopped working, and today I can't power the TV on or off either.  I've unplugged it and plugged it in again, restarted the system, checked for updates, re-paired the remote (now it says it can't be paired for volume control but it was before!), tried setting up the remote as a new device...everything I've seen suggested for other users with this problem.  Nothing has worked.  The Home button still works as do the arrows and all other functions.  Voice commands work for everything BUT on/off, volume, and muting.  I have to use the TV's remote for those things.  Is there anything else I can try?  This remote isn't that old!  I also made sure it's fully charged.  It's so maddening to have to use another remote for these functions.

remotes
  • RokuJharra-Q's avatar
    RokuJharra-Q
    9 months ago

    Hi, @AR5home, greetings here in the Roku Community!

    We appreciate you for informing us about the issue with your Roku remote, and we are here to provide further assistance.

    To start with, please try resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try to utilize the Roku voice remote feature to see if this will make any difference.

    In the meantime, please consider using our Roku mobile app for temporary and backup remotes. For detailed instructions, please refer to our dedicated support article: How to use the Roku mobile app.

    We would recommend trying to see if that resolves your issue. Please keep us posted.

    Thanks,
    Jharra

50 Replies

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  • Emissary35's avatar
    Emissary35
    Roku Guru
    2 years ago

    I've had a similar problem. Check the Roku remote settings and check whether it's on IR mode or CEC mode. If you were using CEC mode it might have stopped working because that happened with my TV, suddenly it decides it can't function and I had to switch it to IR mode to get the volume buttons to work. These remotes are very unreliable, one minute they are fine then suddenly they have issues.

    • CWJardine's avatar
      CWJardine
      Binge Watcher
      2 years ago

      Thanks for this.  I've tried both IR and CEC and it only tries 1 code then says "sorry, we can't connect this device to your TV for volume control" or something like that.  I'll keep trying!

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Pablo23,

        Greetings from the Roku Community, and thanks for keeping us posted!

        We understand you're having a problem with your Roku remote since the power and volume buttons stopped working. We're happy to assist you further. Kindly send us a private message here.

        To send a private message:

        1. Sign in to the community.
        2. Click the message count or envelope icon to go to your Private Messages Inbox.
        3. Click Compose New Message.
        4. Enter the recipient's name in the Send to area.
        5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
        6. Enter the subject for the message in the Message Subject area.
        7. Type the reply in the Message Body editor.
        8. Click Send Message.
        9. You can look for the messages you've sent in the Sent tab.

        To learn more about how to send a private message, click this community link: Help: Roku Community
        We'll be anticipating it!

        Thanks,                                                                                                                                              John

  • Pablo23's avatar
    Pablo23
    Newbie
    2 years ago

    Same thing has happened to me. My TV is Vizio. All functions worked two days ago now the tv power and volume controls don’t work. I’ve tried all the troubleshooting guides, repareing, resetting and rebooting, nothing works. 

    • 2Lancet's avatar
      2Lancet
      Channel Surfer
      2 years ago

      I have the same problem, and I've tried with two different Roku players. Roku needs to fix this.

  • Joe1002's avatar
    Joe1002
    Newbie
    2 years ago

    I have encountered the same issue with a battery powered voice remote.  Unit was working fine with my Insignia TV.  Now, the volume, mute and power buttons don't work.  Installed fresh batteries and went through all the remote setup steps numerous times. No luck. I guess I'll have to rely on my TV remote for those functions.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Joe1002,

      From the Roku Community, greetings!

      We value the efforts being made to find a solution, and we would like to help with this remote issue.

      Could you please share with us the model # for this? This can usually be found at the back of the battery compartment.

      Please keep us posted!

      Regards,
      Rey

      • CWJardine's avatar
        CWJardine
        Binge Watcher
        2 years ago

        My rechargeable remote does not have a serial number, but the Roku device serial number is S0083167VD2D   Model # is 393OX

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hey CWJardine,

    Thanks for the update and for getting back to us!

    Could you tell us if this is the remote that came along with that device?

    Keep us posted!

    Thanks,
    Rey

    • CWJardine's avatar
      CWJardine
      Binge Watcher
      2 years ago

      Yes, it's the remote that came with the device.

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        CWJardine,

        Thanks for the update!

        I've sent you a PM for further assistance about this.

        Thanks,
        Rey

  • dallasxanadu's avatar
    dallasxanadu
    Streaming Star
    2 years ago

    I had a battery operated remote for my Roku stick, and one day the volume and mute buttons just started working very sporadically. There was no rhyme no reason to when they would work and when they wouldn't. I finally just gave up and bought a new rechargeable remote. After about 6 months, it started doing the same exact thing. I think they're just very poorly made.

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi dallasxanadu,

      We're happy to have you here in the Roku Community!

      We understand that you're having issues with your Roku remote's mute and volume buttons that work sporadically. We're happy to assist.

      Can you confirm if only the mute and volume buttons have issues with your remote? How about the other buttons? Also, could you elaborate on the steps you have taken so far? Have you tried changing the batteries and re-pairing the remote to the TV?

      With more details, we'll be able to assess this one thoroughly. We look forward to hearing back from you.

      Sincerely,
      Janadee

      • dallasxanadu's avatar
        dallasxanadu
        Streaming Star
        2 years ago

        It's only those three buttons on the right side of the remote. This rechargeable remote replaced a battery operated one that came with my Roku stick a few years ago. That remote had the exact same problem. It works about 40% of the time, about 60% of the time none of those three buttons work. 

        System info in link below.

        https://1drv.ms/i/s!AuXx5b-o3JiUkYEusPzDMbV6GAt3MQ

  • bobwalters13's avatar
    bobwalters13
    Newbie
    9 months ago

    Just got a new backlit, voice remote & after setup have the same problem. Now my old remote that was working fine also has the same problem. Did you ever get this issue resolved?

    • RokuJharra-Q's avatar
      RokuJharra-Q
      Retired Moderator
      9 months ago

      Hi, bobwalters13. Thank you for posting here in the Roku community!

      We appreciate you for notifying us about the issue with your Roku remote, and we are here to offer further assistance.

      First, please try resetting your Roku remote by pressing and holding the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try to use the Roku voice remote feature to see if this makes any difference.

      We also recommend that once your Roku device is activated and set up, you access the settings menu to configure your voice remote to control your TV. If your Roku device is connected to an AVR or soundbar, we suggest temporarily connecting it directly to your TV during setup to ensure successful detection of your TV's brand.

      Set up your voice remote after initial setup and activation:
       
      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. Follow the on-screen prompts to complete the process

      NOTE: 

      1. When you hear music playing, select Yes to confirm. If you do not hear music playing, try increasing the volume using your TV remote.
      2. Next, your Roku device attempts to mute the volume using remote codes for the detected TV brand. If the music stops, select Yes.
      3. If the music continues to play, select No. Your Roku device was unable to detect the correct information about your TV, however, you can manually enter the brand by selecting Enter TV brand.
      4. As you enter the brand using the on-screen keyboard, a list to the right populates. After you select the brand, the music begins playing again. Select Yes when you hear it. As before, your Roku device again attempts to mute volume, this time using the first of multiple remote codes for the TV brand you entered. After each code is attempted, you are asked if the music stops playing. When it does, select Yes. 
      5. Your Roku voice remote is now programmed to control both power and volume on your TV. Select OK to continue.

      Please let us know if the issue is fixed or reply back to the thread for further assistance, we will be glad to help you.

      Thanks,
      Jharra

    • dallasxanadu's avatar
      dallasxanadu
      Streaming Star
      9 months ago

      Are they charged 100%. I thought mine was charged, but I charged it overnight, and much to my surprise, that completely fixed my volume/mute issues. 

  • Lmclaughlin1216's avatar
    Lmclaughlin1216
    Reel Rookie
    8 months ago

    Settings/Remotes & Devices/Remotes/Voice Remotes/Set up remote for TV control. I had IR setup selected. I selected CEC setup for my Samsung 4k and it is now working.