10-30-2018 11:09 PM
My mini insignia soundbar is connected to my TV with an optical cable. I can't control the soundbar volume using either the soundbar remote or my TV remote. The soundbar remote works for every other purpose, including power and muting. Weirdly, the remote also works if the TV is connected with the other audio cable (but the sound isnt as good).
I tried a soft reset on the remote, and that didnt help. The TV stero is set to PCM.
11-05-2018 10:13 AM
Thanks for posting to us with your connection related questions. I’m sorry to hear that your remote for your soundbar isn’t working as expected. We’d be happy to see how we can help.
Can you please share the model number of your Insignia Soundbar, and your TV? Also, can you please confirm that you’ve turned off the internal speakers on your TV? I’d be happy to see what connection advice I share with you further. We look forward to your reply!
11-05-2018 08:11 PM
I did turn off the internal speakers on the TV. The TV serial number is 2N0017977378 and its a TCL Roku TV 5140X. The soundbar's serial number is 18G02B152280 and the model number is NS-SB216.
11-06-2018 08:39 AM
Good Morning JessicaAllison,
Can you please double check the model number of your TCL Roku TV? Usually TCL’s model numbers start with the size followed by a letter then a 3 or 4 digit number. While reviewing the manual for the soundbar it appears that connecting via the digital optical audio and choosing PCM has the input are the correct options. Once I know more information about your TV I’d be able to double it’s connect suggestions. Have you attempted to double up on the sound and connect both the digital optical and RCA connections?
11-06-2018 09:53 AM
The back of the TV has a service number. The number is 32S05TDAA. 32 inches sounds about right for the size of the TV. I did try plugging in both cables and the sound went off entirely when I did that.
11-06-2018 10:29 AM
Thanks for sharing that with me! The closest model number to what you had shared with me was 32S305 that I could find on TCL’s website. Does your soundbar respond to volume commands from your TV’s remote when connected via the digital optical audio options? At this time upon reviewing the manuals I’m not seeing a reason why it’s not responding one way, but not the other. Have you attempted to power cycle both items? You’re able to do so by unplugging both from power then plugging them back in.
11-13-2018 08:52 AM
Thanks for following up with me to share that the initial troubleshooting steps didn’t work for you. I understand how frustrating it would be not be able to control your soundbar.
Have you removed the plastic tab from the battery compartment before using the remote control for the first time? How far away from the soundbar are you? Are you pointing it directly at the IR sensor? Any items in the way like glass may interfere with the signal. Have you attempted to replace the battery from your remote? If you’ve already performed those troubleshooting steps without any luck I’d recommend calling our advanced support team at (877) 467-4289. They’d be happy to do some additional troubleshooting.