Remotes

[jay198216]

I just got a new refurbished Roku (old one was overheating) and while the device works great, the remote is not working correctly. The problem is the volume buttons. They will get 'stuck' between 2 - 3 levels of volume (i.e. 7, 8 and 9) and refuse to go to any other numbers, but can switch between the stuck numbers with no issues. If you hold down one of the volume buttons long enough it'll finally go through volumes like normal, until it gets stuck again between 2 - 3 new numbers. I've tried pairing the remote again but the problem remains constant. My normal TV remote has no issues with the volume.

[RokuKariza-D]

Hey @jay198216

Thanks for letting us know about the issue you're experiencing.

Have you tried replacing the batteries? You can also try setting up again your TV controls by following the instructions below:

1. Press the Home button on your Roku voice remote.
2. Scroll up or down and select Settings.
3. Select Remotes & devices and then select Remote.
4. Choose your voice remote from the list and select Set up remote for TV control.
5. Follow the on-screen prompts to complete the process.

Let us know if this works for you! 

All the best,
Kariza

[jay198216]

I've tried both the suggestion you mentioned and doing a full re-pairing of the remote. Also I can consistently change the volume if I press the opposite direction first, but this can be hard to do and only works that one time. Additionally changing the volume on the original TV remote changes the 'locked' volume levels by an equal amount (i.e. if I'm currently locked at 10-11 and change the volume down 5, I'll be locked at 5-6) which is extra weird.

[RokuDanny-R]

@jay198216

Thanks for the follow up.

I have passed along the information to our Support team who can provide further troubleshooting. They will follow up and assist you.

Thanks,
Danny

[Strega]

I'm curious as to what brand of TV this is.

[jay198216]

After several days of use the remote started functioning normally and I have no idea why. Also the TV is some brand of Sony.

[Jillybean614]

Same thing for me so I ordered a new remote, got it all set up and the volume is still not working

[RokuDanny-R]

@Jillybean614

Thanks for the post.

Can you please specify the issue you are experiencing? Did you already pair your remote to your TV?

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

Thanks,
Danny

[Jillybean614]

I had no problem pairing my remote to my Samsung smart TV but intermittently, the volume gets stuck on  a level and cannot go up or down more than 2 or 3 numbers.  The volume level that it gets stuck on varies and sometimes I can get it to work by changing channels or turning the TV off and on. Eventually it seems to right itself only to happen again. The other issue, also intermittently is when I mute the TV I cannot unmute it without turning the TV off and then back on. I have reset the ROKU often and repaired the remote may times as well as making sure I have the latest software upgrade.   I assumed the remote was faulty so ordered a new one (pro) and the issue remains. I re paired the new remote many times and each time there was a different code that I had to go to until the music stopped and the last time I did it, it said my TV did not support ROKU.  Thanks

[Tivoburkee]

Is there anything in front of the tv like pictures or a soundbar? Blocking the IR sensor on the tv?