remote trigger wrong actions

maybe someone could help me with this. my father was having some issues with his android box so i was trying to help him out over the phone. i very quickly realized that the problem is that Kodi is not recognizing the correct key functions. when he presses the ENTER button on the remote control, it brings up the CONTEXT MENU. i have seen this before and just reloaded the whole thing to fix it, but i dont want to do that with my 80 year old father over the phone! is there an easy fix?