Mute no longer mutes Sonos Playbar

[twuk]

We had to exchange our original Q950T (65") due to issues with the display.  Having received the replacement TV, we now find the mute function on univeral remote will briefly mute the soundbar (connected via optical) but then the sound comes back on a second later.

Seems it's either sending the command twice, or something more complicated going on.  Has anyone else experienced this, and have any suggestions on a resolution please?

[SamsungCaleb]

Just out of curiosity are you double-tapping the mute button? Also is the soundbar in clear sight of the remote? 

[twuk]

Nope, single tap. It's really reproducible as it happens EVERY time.

And yes, the Sonos is wall mounted directly beneath the TV. There's no question as to line of sight between remote, TV, and soundbar.

[SamsungCaleb]

have you tried to unpair then repair the remote to the TV? Also if possible with the Sonos can you try connecting HDMI? 

[twuk]

Playbar doesn't have HDMI. I'll try the unpair. Is there instruction on un pairing?

[SamsungCaleb · Accepted solution]

Heres  some information that may help: 

1. Reset the remote.

   Remove the batteries, and then press the Power button for eight seconds to reset the remote. Then, reinsert the batteries and try to use the remote again. Check out the user manual if you need help accessing the battery compartment.

2. Check if the remote is sending an IR signal.

   Take either a digital camera or use the camera on your phone or tablet. Point the remote at the camera, and then press and hold the Power button on the remote. As you hold the button down, look at the camera's screen. If the remote is sending an IR signal, you will see a colored light coming from the remote control.

   • If you do not see the IR light, replace the batteries with fresh ones and try again. If you still do not see the IR light, then replace the remote.
   • If your remote is not a Smart Remote, and you see the IR light, turn on your TV using the control on the TV directly. Then, try controlling the TV again by pointing the remote directly at the Samsung logo. If the remote still will not work (If your TV will not turn on when using the control on the TV, see our guide.)

   

3. If you have a Smart Remote, try to pair it with the TV.

   1. Press and hold Return and the button that is diagonally up and to the right of Return. (This is usually the button with 4 colored dots, but can vary depending on the remote) . This will reset the smart remote.
   2. Stand within 1 foot of the TV, and press and hold Return and Play/Pause simultaneously for at least 5 seconds or until a message appears on your TV indicating that the remote is now connected.

   If the remote will not pair:

   1. Unplug the TV for 30 seconds, and plug it back in.
   2. Stand within 1 foot of the TV, and press and hold Return and Play/Pause simultaneously for at least 5 seconds or until a message appears on your TV indicating that the remote is now connected.

[twuk]

This fixed the remote that was failing, but now the second remote no longer works properly. Is there some reason that two smart remotes cannot be paired to the same TV?

[SamsungCaleb]

Sometimes there can be some issues with using two remotes for the same TV. Compatability is not always guaranteed. 

[twuk]

Thanks. Must admit I can't see why it would be an issue.

I assume these remotes speak to the TV, and the TV sends the IR signals to other equipment. If that's correct, then one remote is behaving differently to the other.