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Hisense TV audio is too loud, can't be adjusted or muted

I've tried using both the TV remote and the cable box universal remote, and the problem happens with both, so I don't think that's the problem. I've tried unplugging, resetting, and other stuff the Hisense chat person had me try, but nothing helped. She declared my remote is the problem, but that just doesn't seem right to me. I feel like it's a bad circuit board - but I don't know which one would control the audio. Can any one offer advice?

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Hi @joannejenkins,

What is the model number of the TV?

Is the volume level stuck at maximum i.e. what does it show when you press the volume down button on the remote?

Have you tried using the TV's Volume Down button (if it has one) to check if using it works?

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it's a 55R6000E

I don't know if it's at the maximum level, but it is pretty loud. When I use the remote to change the volume, the symbol shows the numbers going down, but the volume doesn't change. If I hit the mute button, the mute symbol shows up, but the volume stays the same.

I've looked all over the TV to find the manual volume buttons, but I can't find them. (My TV is in a tight corner, and it's hard to see the back without pulling it completely out.)

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@joannejenkins

Looking at the user manual for the TV there doesn't appear to be any controls on the TV itself so using the remote is the only way to control the TV.

Is the sound the only thing that you can't adjust with the TV remote e.g. channel, other settings etc?

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@joannejenkins Is the TV connected to internet?

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Yes, wirelessly

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Hi JoAnne,

What kind of audio output are you using with the TV? Are you just listening to the TV through its own speakers, or do you have something like a sound bar that the audio is being piped to?

First thing I'd check is the settings in the menu that direct where the output is going. In many cases when an external device is being used, that device is what regulates the volume level so I'm wondering if the TV's confused about what output is in use. Here's the page from the user manual describing how to change the audio output.

Roku TV User Guide v11.5a for U.S., English

Controlling audio output

You can control how your TV outputs sound by navigating to Settings > Audio > Audio output. Choose from the following options:

  • Auto – Let the TV decide the best way to output audio. It enables the S/PDIF optical port as well as either HDMI® ARC/eARC or the built-in TV speakers.
  • ARC (HDMI n) – Always output audio to the indicated HDMI® ARC or eARC port (depending on model). Turn off the built-in TV speakers. The audio return channel (ARC) enables the TV to send Dolby Audio™ or DTS audio content back to a home theater receiver or Roku Streambar™ that is also sending an audio and video signal into the TV. Using HDMI® ARC or eARC reduces the number of cables needed and controls the volume and mute state of the receiver while watching TV.
  • TV speakers – Always output audio to the built-in TV speakers.
  • Optical – Always output audio to the S/PDIF optical port. Turn off the built-in TV speakers.

Regardless of which setting you choose, your TV automatically mutes the active audio output when you do any of the following:

  • Plug headphones into the headphone jack on the TV.
  • Plug headphones a Roku remote that supports wireless private listening.
  • Turn on wireless private listening in the Roku mobile app. • Only on certain models, connect a Bluetooth headphone or speaker to the TV.

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Jerry W

The problem is with the basic TV speakers. I have already tried changing all those options, which did not help the problem. Until I resolve it (or replace the TV) I have it hooked to a soundbar. Soundbar works fine, I can adjust the volume on it. (Unfortunately I can't find the remote for it, so I have to get up to adjust the volume.)

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JoAnne Jenkins zal eeuwig dankbaar zijn.
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