Hi! We just received our "All-New Fire TV with 4K Ultra HD and Alexa Voice Remote" yesterday. So far it seems great. Setup went off without a hitch. The remote control is paired and I can use the buttons on the remote to navigate the menus, play content, etc. However the voice control button on the included remote doesn't work... when I press it there is no indication that the Fire TV is listening. I have:
- Checked that the Fire TV is at the latest firmware version (it did update when we first plugged it in)
- Restarted FIre TV and the remote (by removing batteries) many times in every imaginable sequence
- Tried to figure out how to check for updates to the software on the remote itself, but have not found a way to do this
- Installed the Fire TV Remote app on my Android phone. Using this app I was able to use the voice command features successfully
I would appreciate any support anyone has to offer on this matter.
Note: If you pair multiple remotes or Remote Apps to your device at the same time, voice search will only work with the first paired remote
Does that apply to how you paired your devices?
If not, then since the remote successfully works for everything else, there could be a problem with the remote. I’d probably contact Customer Service. Go to Fire TV Settings > Help > Contact Us. They will call you almost immediately.
Just for clarity, the microphone button at the top of the remote has to be pressed and held while accessing Alexa.
Thank you for the ideas. I don't think the multiple-pairing idea is at the heart of the problem because the remote wasn't working for quite a while prior to my trying the android app. I'll take your advice and follow up with Customer Service.