help with remote XR15

@XfinityGabriel​    I thought I replied before, but perhaps not.  The TV is INSNGNIA NS-55F501NA26.   The TV's input in HDMI-2 is from the xfinity cable box, the input on HDMI-1 is from the Fire soundbar.  Right now the Fire/Insignia remote powers the TV on/off and adjusts the volume and mutes; the xfinity remote changes channels, pauses and rewinds the TV, and can be used to locate premium channels.  I would love it if either one of the remotes (or another one) could be used for all these various functions.   I've tried pairing the XR15 remote to the TV but it will not adjust the volume or turn the TV off and on.  Thank you very much.

Hello @user_395c22, Thank you for providing the TV brand. I appreciate that. I understand how frustrating it can be when the remote won’t control the TV volume or power as expected. At this point, the next step would be to reset the XR15 remote and then re‑pair it with the TV. This often resolves issues with volume control and powering the TV on and off. I’ve attached an article here that walks you through both the remote reset and pairing steps in detail. When you’re ready, please try those steps and let us know how it goes.

@XfinityMarshante​ Thank you for that, but I can't even pair the x15 to handle the volume up/down and power.  Right now the x15 remote does channel change, rewind, all that stuff, but not volume or power.  The cable box is connected to HDMI 2, the soundbar is connected to HDMI 1 ARC.  What I'm going to try is to connect the cable box to HDMI 1 and the sound bar via an optical audio cable, which will come tomorrow.  Perhaps that will solve at least part of the problem?

Thank you

@user_395c22, sorry to hear that resetting and re-pairing the remote didn’t work as expected. Once the optical audio cable arrives, and you’re able to complete the setup, please let us know how it goes. We’re happy to assist further if needed.

I have disconnected the soundbar and have the cable box in HTMI 1, so things are very simple.  Nevertheless, the X15 remote will not pair with the Amazon Fire TV.  I've tried many times and various codes, just cannot get it to happen.   Thanks

@BIslander​ That is simply not happening, despite many attempts to pair the X15 remote and the Amazon Fire TV.  Channel up/down works fine, not power or volume or mute.  THanks

@user_395c22, there is a small possibility it could be the remote itself. Do you have another available? We can also send one out if you want to give it a shot.

@XfinityFrank​ I have an old remote laying around, it didn't help and I don't even know that it's working.  It would not hurt to try another, but I'm not confident about that.  Thank you

@user_395c22, let's give it a shot just to be as thorough as possible. It would not be at a cost to send one anyway. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

@BIslander​ Thanks again, the pairing is not working with the TV and it could be an issue with the TV.  I'd actually be content if the Insignia remote, in addition to turning the TV off and on, could do the channel changing.  Otherwise I'll have to use both remotes.  Thanks, Paul

@BIslander​ I'm afraid that it could be an issue with the TV, even though I'll try another remote.  This same remote worked just fine with my prior Panasonic TV, but this one seems impossible to pair.  Believe me, I've tried every piece of advice on this website and on the web and every possible code.  This is not exactly torture, I'll live with having two remotes unless you believe there is a good universal that will control the TV, the xFinity box, and the Fire soundbar.   Again, I appreciate your help and time.  Paul

@user_395c22​ I tried to factory reset the Amazon Fire TV, didn't help.  But I'll see if the new remote helps.  I believe it's an issue with the TV.  Thanks

@BIslander​ I request 'pair remote,' then get to the point of being asked to identify the TV.  I've tried Amazon Fire, Amazon, Amazon basics, and Insignia.  I'm then asked whether the volume control is working, which it never is.  That's about it.  

@BIslander​ I request 'pair remote,' then get to the point of being asked to identify the TV.  I've tried Amazon Fire, Amazon, Amazon basics, and Insignia.  I'm then asked whether the volume control is working, which it never is.  That's about it.