Forum Discussion

Augustmom's avatar
Augustmom
Reel Rookie
2 years ago

Roku express 4k+ remote mute button changing aspect ratio on TV

I am having the same problem when I use mute. It just started. Roku please advise. 
remotes
RokuJechealR's avatar
RokuJechealR
Retired Moderator
2 years ago

Hi Augustmom,

Welcome to the Roku Community!

We apologize for the experience on your Roku remote with the mute button. Can you please provide us with more specific information about the issue you are experiencing so we know how we can help? Are you getting an error code or message? In addition, can you please specify the exact steps you are taking to try to resolve this issue so we can investigate further?

With more detailed information, we will be able to assist you further.

All the best,

Chel

  • Augustmom's avatar
    Augustmom
    Reel Rookie
    2 years ago
    Hello and thanks for the quick response. 
    This problem just started two weeks ago. Prior to that we haven’t had a problem. 
    We have four TV’s with Roku. The problem is with our Highsense tv
    When we use the volume up or down or the mute button a message pops up either the aspect or the picture settings. Then at one point we couldn’t use the volume or mute at all. 
    We put in new batteries. No change
    We re-set the remote and paired it. No change. 
    We tried different batteries. No change.
     
    We used the remote the TV came with and it’s working fine as it should. Sound and mute work perfectly. 

    All our other Roku remotes work as they should on the other TV’s. 
    I went on this site to get some answers and found that others experience the same problem with the volume and mute button. 
     
    Have you run into this issue before? 
     
    Thanks for any  help you can provide
    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Augustmom,

      Thanks for the extra details!

      We'd like to know the error message you're seeing before the behavior occur. Could you share a picture of it here?

      Please keep us posted!

      Thanks,
      Rey

      • Augustmom's avatar
        Augustmom
        Reel Rookie
        2 years ago

        I don’t receive an error code. When I push the volume and/or mute button on my Roku remote the aspect screen (mute) OR the picture screen (volume) pops up and changes either aspect or picture setting.  

        it doesn’t do that when I push the volume or mute on the Highsense remote. 

        it’s the Roku remote. 

        I made a video but can’t upload  here are photos 

         

        i’d really appreciate an authorized Roku representative to address this problem. 
        I really can’t explain it any clearer than I already have. 

        Can you help me or am I wasting my time here?