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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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I know this thread is a year old but my Hisense tv is doing the same thing. It was originally hooked up to my soundbar with no issues for the 2+ years I've had it but all of a sudden it stopped recognizing my soundbar, switched to the tv speakers and turned them up to max volume. It responded to the remote but as soon as I stopped pushing the down volume it went right up to max. Mute button wouldn't stay muted either. I went to the settings and tried to switch back to the soundbar but it wouldn't let me select any sound/speaker options except TV. I did a sound settings reset and when that didn't work, a full factory reset. Neither worked.

This is not a remote nor soundbar issue.

Any other suggestions before I give up and buy a new tv? (I really don't want to buy a new tv since this one is only 2 yrs old or so....)

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Hi @cmk18162

What is the model number of the TV?

Have you tried disconnecting the soundbar and checked if any other "sound/speaker options" besides TV speaker option were now available?

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It is a Hi SmartTVA4, 50A66FUA. I've disconnected and reconnected the soundbar and it does not recognize that anything is connected (conversely, my soundbar does not recognize that it is plugged into the TV ARC port either). I cannot select either the ARC or Bluetooth options on the TV sound settings regardless if I have deactivated the TV speakers.

The software is up-to-date, the soundbar works just fine and the remote is responsive. Even after coming back the next morning and trying more troubleshooting the problem persists.

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@cmk18162

Can't find any information online for the model number you posted but it seems like a mainboard problem as that is where all software, port connections and the audio controller are located.

Is the warranty still valid?

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That's what I suspected. No, the warranty was only for the first year. I have no idea why the model isn't listed on Hisense-usa.com I purchased it new Feb 2022 at Best Buy and it's what it says the model number is: 50A6....4kUltraHD....

Is my only option to recycle this one and get a new tv?

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@cmk18162

If you're willing to gamble, you could try replacing the mainboard (example only) and see if that works.

Not sure if it is the correct one but if you decide to take the risk look for the "board number" on your board to confirm first. This one is RSAG7.820.10646/ROH.

If yours is different then search for the board number of your board. Inserting the wrong board can brick a TV so don't try using a wrong board for your model.

Good luck.

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If both remotes act the same way, your remote is almost definitely fine. When a TV loses sound like that, it’s usually something going bad on the main board inside the TV.

Before you start worrying about repairs, try plugging in a soundbar or even cheap external speakers. If those work, the TV’s internal audio board is the problem. If they don’t, the main board is the one acting up.

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JoAnne Jenkins will be eternally grateful.
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