Remote does not operate volume on my Samsung TV

[ralphcarter]

My 360 set up worked fine on my Samsung UE55TU8072UXXH TV, and the 360 remote operated volume.  The batteries on the remote died, and after replacing the remote didn’t work the volume on the TV.  I tried all the solutions on forums, no luck, then called Virgin who sent a new remote.  It’s just the same, the remote doesn’t operate volume.  In the Virgin set up menu it says that my remote is paired to my Samsung TV.  Can anyone help?

[newapollo]

Hi @ralphcarter 

Have you tried unpairing the remote? It might already be paired with a different device.

Pressing and holding the TV and Rewind button for 10 seconds will factory reset the TV 360 remote

Then try pairing the remote again

Settings > Audio & Video > Pair remote with devices >  Change TV setup Samsung > Choose your brand > Samsung > Enter device model number > type in TU80   It should then search and say it's a match and prompt you to test the volume buttons - if it then shows a loudspeaker icon along with numbers which rise and fall when you press the 360 volume buttons then it's a match so click Yes. 

(Have you also set up a soundbar?  If so there should be an option Volume keys control under Settings > Audio & Video > Volume keys control

Check that and it will either say the name of your soundbar, or the name of your TV -  if it says the name of yuor soundbar then press OK and it should change to the name of your TV make - then press the back button and the sound will be controlled by your TV, rather than the soundbar when you press the 360 volume keys)

[ralphcarter]

Thanks, have done as directed - no change

[Paul_DN]

Hi ralphcarter,

Thank you for reaching back out, sorry to hear you are facing the same issue with your new Remote, do you have a separate sound system such as a sound bar connected to the TV? 

Regards

Paul.

[ralphcarter]

Yes I have a Sonos Arc attached, which is controlled by the TV.  When I use the Samsung controller the soundbar works fine.

[Natalie_L]

Thank you ralphcarter. 

Can you please try removing the Sonos Arc temporarily and then try connecting the remote again? 

Once it has paired, you can reconnect it again.