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Anonymous
Not applicable

TV Power & Volume stopped working -- Can I get a replacement?

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I purchased an official Roku voice remote on Amazon back in March and the volume and mute buttons are already broken.

I’m outside Amazon's return window and Roku customer service will only tell me how to pair the remote with my TV. When I explained that wasn’t my issue, I was told to buy a new one. When I asked to speak to someone on the phone I was given a number that asks if the call is about a new purchase, and if you say “no” it hangs up on you. 

Is there no warranty at all on items not sold through Roku's website or any way to actually talk to someone? 

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RokuAustin
Community Manager
Community Manager

Re: TV Power & Volume stopped working -- Can I get a replacement?

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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: 

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!

Happy Streaming!

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RokuAustin
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Community Manager

Re: TV Power & Volume stopped working -- Can I get a replacement?

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@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.

Happy Streaming!

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RokuAustin
Community Manager
Community Manager

Re: TV Power & Volume stopped working -- Can I get a replacement?

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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: 

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!

Happy Streaming!

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.
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Anonymous
Not applicable

Re: TV Power & Volume stopped working -- Can I get a replacement?

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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? 

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RokuAustin
Community Manager
Community Manager

Re: TV Power & Volume stopped working -- Can I get a replacement?

Jump to solution

@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.

Happy Streaming!

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.
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Anonymous
Not applicable

Re: TV Power & Volume stopped working -- Can I get a replacement?

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So the remote I have is https://a.co/d/dAk4AvO which is an official Roku remote. CEC is on but shouldn’t even matter because everything works just fine with the IR remote that came with the TV - yet even if I aim the Roku remote right at the IR sensor and push the volume buttons, nothing happens. So I am back to: the contacts on the buttons are physically defective and don’t register the button push unless you mash them down with an annoying amount of force, and even then it’s 50/50  

But if you are telling me that in order to use my “point anywhere” remote for the power or volume buttons I have to have a clear line of sight to the IR sensor anyhow, then I have no reason to have this remote at all. Roku really needs to be clearer about that in the device description. 

So I do appreciate the help here but I'm going to cut my losses and just go back to the remote that came with the TV. 

 

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RokuAustin
Community Manager
Community Manager

Re: TV Power & Volume stopped working -- Can I get a replacement?

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Try wiping down the IR sensor on the TV. I'll have a customer support team member reach out and get a replacement for you. Keep an eye on the email associated with your Community account here.

You can see if the buttons are sending a signal by looking for the IR signal from the remote itself. Using your mobile phone camera, open your camera, look at the remote from the top and press the power/volume buttons. You should see red lights. Those are the IR signals. 

Valid feedback around "point-anywhere." A member of our support team will be in contact to replace the remote and shoot me a PM here if you don't hear from them in a few days. It's really nice to use one remote for everything; we want to solve that for you.

Thanks!

Happy Streaming!

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