Mute Button Doesn't Work

[emmzone22]

I replaced a Chromecast With Google TV with a Google TV Streamer. Nothing has changed with my setup exept for replacing the streaming devices. On the Google TV Streamer, the mute button doesn't work. It worked fine using the previous Chromecast's remote. I tried resetting the device and using different remote codes, but that didn't work.

[kcruzgonzalez]

Hi emmzone22,

Thank you for posting in the community. I'm sorry to hear that the mute button is not working on your Google TV Streamer 4K. Don't worry, I'm here to help.

Based on the information you shared with us, if your remote isn't working for some features but not others, the remote might not be able to send an infrared (IR) signal to the sensor. Check if you have your TV set as the configured remote buttons in the streaming device's settings:

On your TV, go to Settings > Remotes & Accessories > Set up remote buttons.

Select the relevant device to troubleshoot.

For example, Sony TV > setup buttons > reconfigure the controls for volume, power, or input.

Let me know if you have any further questions.

Regards,

Kevin

[emmzone22]

I've done that multiple times. In my opinion it's a software issue with the Sony code. I just tried another TV Steamer remote that I got to use on a Chromecast device, and the mute button doesn't work on that one either. Both remotes work fine when using it for a Samsung device. It seems to be an issue with the Sony codes.

[kcruzgonzalez]

Hi emmzone22,

Thank you for your response. I'm sorry to hear that the issue still persists with the mute buttons on your TV.

As you already mentioned that the issue is just with the Sony TV, the best option that we can recommend to you is to check if your Sony TV has pending updates to try to fix the issue and contact the manufacturer to receive assistance. 

Please let me know how it goes and keep me posted.

Regards,

Kevin

[emmzone22]

There are no pending updates on the Sony. I don't see how this can be a Sony issue. The Sony remote works fine and the Chromecast with Google TV remote works fine. The only one with an issue is the new TV Streamer remote. There are all kinds of issues reported with this new remote all over the Internet. I believe I've found another such issue.

[kcruzgonzalez]

Hi emmzone22,

Thank you for your response. I'm sorry to hear that. Let's work together.

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Let me know if you have any further questions.

Regards,

Kevin

[emmzone22]

I filled out the form.

[kcruzgonzalez]

Hi emmzone22,

Thank you for your response. 

Some experts will be contacting you in the next few hours to help you with your issue. 

Let me know if you have any further questions.

Regards,

[emmzone22]

I have an update.

After an ongoing back and forth with support, they decided I needed a new device. I boxed up the new Google TV Streamer, then I hooked my Chromecast with Google TV back up. Upon hooking it back up, the Chromecast was stuck in a sign-in loop without giving me any errors, so I did a factory reset. After setting up the previously working Chromecast, lo and behold the mute button didn't work on the older remote now either. The setup was the same as before. The only thing that changed were software updates. Apparently, the mute button continued to work after the software updates, but only now quit because of the factory reset. Please update the software.

[emmzone22]

Not only is it software related, but it has to do with the HDMI-CEC feature. If it's turned on in settings on my receiver and the TV Streamer, then the mute button works. If either one of those devices has that setting turned off, then it doesn't.  That feature shouldn't determine whether a mute button works or not. It wasn't like that until after an update.