Forum Discussion

KSMatthew's avatar
KSMatthew
Reel Rookie
2 years ago
Solved

Voice Remote Pro - no IR signal to TV for volume

I've seen other posts on this topic, but I haven't seen a solid solution.

Problem:  I have 2 Voice Remote Pro remotes and they are doing the same thing.  They simply stop sending IR signals that control the TV volume.

I've verified this by using the camera on my cell phone.  I will see 3 different behaviors: 1) normal behavior, I can see the IR signal clearly as long as I hold a volume button, 2) no signal at all, 3) a single short flash and then nothing.

This started a few months ago and both are showing the same symptoms.  They are both approx the same age, both have the most recent s/w versions and updates.  They usually don't work at all, or simply give a short flash that isn't enough to control the volume.  Sometimes, for no apparent reason, they will work for a short period, maybe a few hours, and then stop.  "Hey, the remote is working the volume again!  Oh, never mind, it already quit."

I've made sure the batteries are charged. 

I've been through all the TV/Remote pairing setup operations multiple times.  It's been a while, so I don't remember the exact details of when I did it and how the remote was or was not working.

All other functions are controlled through the Roku, but the TV requires the IR signals for volume.

Has anyone ever figured out what the real problem is and how to fix it?

Is there a way to do a factory reset on these remotes?  They are rechargeable, so I can't just remove the batteries.

remotes
  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello! KSMatthew,

    A warm welcome from the Roku Community!

    We appreciate you reaching out to us. We're pleased to assist.

    Troubleshoot your Roku Voice Remote Pro

    For additional help solving an issue with your Roku Voice Remote Pro or one of its features, refer to the detailed articles below:

    Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

    • KSMatthew's avatar
      KSMatthew
      Reel Rookie
      2 years ago

      Thanks for the response.

      I’ll go through each of the steps, but I have low confidence.  The Roku stick and remote work together just fine.  The volume and mute buttons send IR signals to the TV: but the IR part of the remote rarely works.  I can verify this using an IR sensitive camera on my cell phone.  For some reason both remotes stop sending IR, so they can’t control volume.

      But i will go through all the steps you recommend.

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi KSMatthew,

        Thanks for keeping us posted here in the Roku Community!

        Please be advised that a Roku voice remote pro connects over a wireless network and does not need to be pointed directly at your Roku streaming player or Roku TV when pressing buttons. This allows you to install your Roku streaming player behind a wall-mounted TV or another nearby, out-of-sight location. Voice remotes will either have a pairing button or a button combination to initiate the pairing process and establish the dedicated wireless connection with your Roku streaming device. Unlike a Roku simple remote, which uses an invisible infrared (IR) light to transmit, the button presses a short distance. For a simple remote to operate reliably, it must be pointed directly at the Roku streaming device (which it is controlling), and there must be nothing that could block the signal from traveling to the front of that device (where the IR receiver is located). You can check out this support article to learn more about your Roku voice remote pro. You can also check out this support article for troubleshooting steps on how you can fix your Roku remote.

        We hope this helps. We look forward to hearing from you soon.

        Kind regards,

        Eunice