TV Power & Volume stopped working -- Can I get a replacement?
Hi there, Anonymous! We're sorry to hear about the remote woes.
The Volume and Mute buttons can become unpaired with the TV. The Volume and Mute buttons are independent of the rest of your remote functions. The rest of the remote functions use RF (Wi-Fi) to talk to your device, but as the Volume and Mute buttons directly control the TV, they use IR. So, it is possible that re-pairing your remote to your TV will solve the issue. Sometimes, all other functions on your remote will work except for the Volume and Mute buttons until you re-pair the remote to the TV.
To re-pair your TV Power and Volume buttons, navigate to Settings > Remotes & Devices > Remotes > [select your remote] > Set up remote for TV control.
Resources:
- Why is my Roku® voice remote not controlling power and volume on my TV?
- How to set up your Roku® voice remote to control your TV
If that doesn't solve the issue, send me a PM here and we'll get a new remote out to you.
The experience you mentioned with contacting us sounds very odd, and we'll collect more details about which phone number you called and what time of day if you'd like us to further investigate. Thanks!
Anonymous wrote:
I appreciate the response, thank you. I should have included that I’m using a TCL Roku TV, not a streaming box, with a Samsung soundbar connected via ARC (which blocks the TV's IR sensor and is why I bought the RF remote). Would the volume/mute buttons still use IR?
Yes, the same troubleshooting steps apply. You won't be able to block the IR sensor on your TCL Roku TV and have power and volume work reliably, as those buttons use the IR sensor and don't use RF.
Can you try moving the soundbar temporarily so that the IR port of the TV has line of sight to the remote to see if that solves the issue?
Also, check your Roku TV settings and make sure HDMI-CEC is enabled (on the TCL Roku TV, this is called 1-touch play). Home > Settings > Control other devices (CEC) > System audio control > Check 1-touch play is on. This is a setting that sends the signal from the TV to the soundbar. You may also need to enable this setting on the AVR as well.
There is only one remote on Amazon that is an officially supported remote, listed here, the Roku Voice Remote Pro Let me know if the remote you purchased is different.
If you have the remote above, make sure CEC is enabled to control the soundbar or try moving the soundbar temporarily to not block the IR sensor. Unfortunately there wouldn't be a way to change the volume up or down without the IR sensor, so that might be the issue.
