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Level 7

Roku mute button on Roku TV remote

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I have a new Roku tv about 3 months old. The mute button on the Roku remote has just stopped working. All the other buttons work okay. I am able to mute the tv from the Roku screen on my phone. It seems as though something is wrong with the remote. Has anyone had this issue? Note that my remote does not have a pairing button.

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Roku Employee
Roku Employee

Re: Roku mute button

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@Panda1 

Thanks for the post.

As @atc98092 mentioned, please contact your TV's manufacturer directly to report this issue and request additional support. Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS. 

If you need a replacement remote for a Roku TV, you would need to contact your TV manufacturer. For a list of Roku TV manufacturers contact information visit our Support page here: Contacting Support for Your Roku TV

You can also purchase a remote that is compatible with your Roku TV here: https://www.roku.com/products/accessories/roku-tv


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Level 21

Re: Roku mute button

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Your remote is IR (infrared) so there is no pairing. It sounds like a contact on the remote has failed. You can test it by using a digital camera, such as what a smart phone has, and look at the front of the remote when the buttons are pressed. If you see a flashing light through the camera when pressing a remote button, the remote is working. Try several buttons on the remote, including the mute button. No flashing light, the remote is defective. Since it's only 3 months old, it should be under warranty. However, you would have to contact the TV manufacturer for that support, not Roku. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 7

Re: Roku mute button

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Thank you. I tested like you said. When I point the remote at the phones camera the mute button works fine. However when I point at the TV it does not work. So I will be contacting the manufacturer for warranty.

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Roku Employee
Roku Employee

Re: Roku mute button

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@Panda1 

Thanks for the post.

As @atc98092 mentioned, please contact your TV's manufacturer directly to report this issue and request additional support. Each Roku TV manufacturer provides direct support and warranty services for their products running the Roku OS. 

If you need a replacement remote for a Roku TV, you would need to contact your TV manufacturer. For a list of Roku TV manufacturers contact information visit our Support page here: Contacting Support for Your Roku TV

You can also purchase a remote that is compatible with your Roku TV here: https://www.roku.com/products/accessories/roku-tv


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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