Google TV remote not recognizing when setting up soundbar

[dgarcia30]

My Google TV remote is working to control the OS, however, when I try to pair a soundbar (Vizio) the remote buttons (eg, volume up/down) are NOT being recognized and the system is prompting me to "Use a Google TV remote to set this up."  I also tried and failed to set up the soundbar power button (the tv just turned off) and the input button (got the same "Use a Google TV remote to set this up" prompt.)

FYI, I had my Google TV + Remote + Soundbar setup working just fine for months but when I recently changed the batteries the remote lost its pairing to the Google TV.   I went into settings to remove the old remote, then re-paired it, then loaded a software update.  After doing all that that I noticed the volume up/down and mute buttons were NOT working, while all other buttons (eg, back, home, assistant, YouTube, Netflix, power) are ok.  

I un-paired the remote and re-paired the remote but no luck.  Any ideas out there in the community?

[JenniferV]

Hi dgarcia30,

Thanks for reaching out and for being a step ahead of us. Please try to plug in the Chromecast device on a different HDMI port on your TV and try to set up your Voice Remote by following the steps listed in this support website article. 

If the same issue persists, I'd suggest you try to reach out to your soundbar manufacturer to check if they have additional recommendations as this could be a compatibility issue with your TV. On the other hand, you can try to use your phone as a virtual remote. Learn more here: Use your phone as a virtual remote control.

Thanks,

Jennifer

[Jeran]

Hey there dgarcia30,

Did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[JenniferV]

Hello there,

We haven't heard from you in a while so we’ll be locking this thread if there’s no update within 24 hours. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

Thanks for the help, Jeran.

Regards,

Jennifer