Star command on remote does not bring up picture settings

I’ve read other posts saying that only the paired remote will bring up picture settings.  I have 2 Hisense tvs, and I’ve tried both remotes but I know this is the right one. One tv works with its remote, but the other does nothing when I press the star button.  If I press the star button twice it comes up with a message about enabling or disabling the screen reader so the button works, however, the picture settings screen will not come up.

I have also used an iPad Roku remote app, and pressing star there does not work either.