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Remote control troubleshooting

profile.country.DE.title
Peter_S.
Genius
6,725  Views
April 2019
April 2019

IMPORTANT: In case of a third party tuner / Set-Top Box, you may only be able to switch channels with the supplied third-party remote commander. The original Sony remote will not work.

 

NOTE: Some buttons cannot be used directly after a reboot. Wait several minutes after doing the reboot, then try.
For Android TV, refer to the FAQ below:

Spoiler

Sony's Android TV will not respond to certain remote control buttons for 1-2 minutes after doing a reboot.

Please wait a couple of minutes before trying one of the buttons again.

NOTE: The affected buttons are listed below.

Remote control buttons:

  • EPG (GUIDE)
  • DISCOVER
  • NETFLIX
  • ACTION MENU
  • 3D
  • TV
  • PS button on controller
  • SCREEN
  • SYNC MENU
  • INPUT  
  • HELP
  • TITLE LIST
  • Wide Mode 

Buttons on the TV:

  • TV (Front panel key)
  • Input button on switch unit


Top tip - our quick recommended solution

Before trying any of the troubleshooting steps below, we recommend that you remove the batteries from the remote for approximately 1 minute. Then, reinsert the batteries again according to the polarity (-/+).

If the issue continues, we advise you to go through each section in the article using our complete troubleshooting guide.
 

Our complete troubleshooting guide

This article is composed of the following items. First, check whether the problem is due to the TV or the remote control. If the problem is due to the remote control, you will be guided in Section by remote control type. Start checking from Section A.


Section A:
Check whether or not the TV is in operation

  1. Check that TV buttons can be operated.
    NOTE: Depending on the model, the positions of TV buttons vary.
    Check the sides, back, front, and top of your TV.    		 Image
  2. Check that the lamp (power lamp/standby lamp) on the front/bottom of the TV is on.
    NOTE: Depending on the model, the name, position, and shape
    of the lamp varies. The lamp on the diagram to the right is an example.    		 Image
    • If the lamp is lit or is blinking in red, proceed to Step 3.
    • If the lamp is not on, check whether or not the power cable or AC adaptor is not disconnected or loose.
      If there is no issue with the above connection, proceed to Step 3.
       
  3. Perform a power reset on the TV.
    If it caused by an external factor, such as network service/data broadcasting/connected device, it may be improved by resetting your TV.
  4. Remove external devices to confirm whether there aren't influences of external devices.
    Remove connected devices (external USB hard disk, HDMI connection device, etc.) and cables from the TV terminal.
    NOTE:
    • Do not remove the TV power cable.
    • If connections are complicated, take note of them, and make sure you can reassemble them before removing.
    • When a specific device is connected and the TV flashes, there is a possibility there is a problem with the connected device.

If you cannot operate after confirming the above, service may be required.
 

Section B:
Checking items of the remote control (common)

NOTE: Because each of these steps represents a possible solution, check the function of the remote control after completing each step.

  1. Make sure none of the remote buttons are jammed.
  2. Reset the remote.
    The remote may not work temporarily due to poor contact of the battery or static electricity.
    1. Remove the batteries from the remote (for approximately 1 minute).
      NOTE:
      • Depending on the type of remote control, opening the battery compartment cover may vary. Below are the most common ways to open the remote battery compartment cover.
      • The images are the rear of the remotes.

        Image
         
    2. Press the power button of the remote for three seconds.
    3. Install batteries into the remote.
  3. Clean the remote control terminals.
    The remote control battery terminals may be dirty. Remove the battery lid and roll the batteries with your thumb whilst the batteries are still in the remote control. If the remote control starts to operate after rolling the batteries, remove the batteries and clean the remote control terminals with a small solution of alcohol, using a cotton bud or soft cloth, then place the batteries back into the remote control.
  4. Replace with fresh batteries.
    NOTE:
    • Insert a battery consistent with the + pole and - pole according to the indication.
    • Be sure to insert a battery from the - pole side as shown in the illustration.
    • Do not use a new battery and a used battery together or different kinds of batteries together.
    • Do not use a rechargeable battery.
      Image
  5. Perform a power reset on the TV.
    If it caused by an external factor, such as network service/data broadcasting/connected device, it may be improved by resetting your TV.
  6. Remove external devices to confirm whether there aren't influences of external devices.
    Remove connected devices (external USB hard disk, HDMI connection device, etc.) and cables from the TV terminal.
    NOTE:
    • Do not remove the TV power cable.
    • If connections are complicated, take note of them, and make sure you can reassemble them before removing.
    • When a specific device is connected and the TV flashes, there is a possibility there is a problem with the connected device.

If symptoms do not improve even after the procedures up to this step have been checked, proceed to Section C.


 

Section C:
Select remote control type (common)

Check the remote control type with the fault.
NOTE: The shape of the remote controls varies depending on the model. The following are images of typical infrared/wireless remote controls.

 Infrared Remote Control

 Wireless Remote Control

 For the Android TV remote released in 2016
Image    

[A]: IR mark		 Image 

 Image 

[B]: Voice Search button
If your remote has the Image (IR) mark, it is an infrared remote.
If you are using an infrared remote control, proceed to Section D.

 If your remote does not have the Image (IR) mark, it is a wireless remote.
If you are using a wireless remote control , proceed to Section E.

NOTE: If only the Image  Voice Search button does not work on the remote of the Android TV, check Voice Commands do not work on my remote.

 The Image (IR) mark is not on remote controls of Android TVs released in 2016, but they are nonetheless infrared remote controls.
If you are using these types of remote controls, proceed to Section D.

NOTE: If only the Image  Voice Search button does not work on the remote of the Android TV, check Voice Commands do not work on my remote.

 

 

 

 

Section 😧
Checking items of the infrared remote control

Image   Check the following item.

NOTE: Because each of these steps represents a possible solution, check the function of the remote control after completing each step.

 

  1. Confirm the location of the Infrared (IR) remote control sensor, then note the following points.

    1. When using the remote, be sure to point it directly at the remote sensor on the device.

      NOTE: Depending on the TV model, the IR sensor is located on the left at the bottom, middle, and right of the TV screen. If there is an  Image  (IR) mark, the IR sensor is located next to the mark. For details, refer to the manual supplied with the product.  Image
    2. Remove any obstacles that may be in the path between the remote and the device.
      • Make sure that the remote infrared receiver / sensor located on the product, has not been covered or obscured by indoor plants or furnishings etcetera.
      • When using a sound bar, make sure that it does not block the IR sensor of the TV.
      • Glass enclosures, as well as fluorescent or halogen lights, may prevent the IR signal from reaching the TV.
      • Low energy light bulbs have been known to interfere with remote frequencies. Try moving the products away from the lamp or the lamp away from the products.
    3. Make sure that a bright light or bright sunlight does not shine on the IR sensor.
      Bright light and bright sun light can sometimes interfere with infrared signals, especially if the light is direct upon the IR sensor of the TV.
  2. Verify that the remote is sending an IR signal .
    By looking at the transmission unit of the infrared remote control through the camera of a mobile phone or digital camera, you can check whether or not the remote control is sending a signal. This way you can verify if your batteries are dead or the remote control has been damaged. Bear in mind that it is possible that, if your remote control has been damaged by liquids or shocks, the infrared signal might still be visible, but is sending faulty data.
  3. Update the TV software to the latest version .
    There is a chance that symptoms may improve by updating to the latest software.
    NOTE:
    • Operate using the buttons on the TV or another remote.
    • Download and update processes will take time.

The troubleshooting steps above should resolve the issue. If you completed all the steps and the issue is not resolved, service may be required or the remote may need replaced.

 

Section E:
Checking items of the wireless remote control

IMPORTANT: If the issue occurs on the Touchpad Remote Control of the Android TV, check  Troubleshooting for Touchpad Remote Control .

 

 Image   Check the following item.

NOTE: Because each of these steps represents a possible solution, check the function of the remote control after completing each step.

[A]: Touchpad Remote
[B]: One-touch Remote

 

  1. Register/re-register the wireless remote.
    You can use the wireless remote only after registering to the BRAVIA TV. Register/re-register the wireless remote using the operation buttons on the BRAVIA TV or infrared remote. Even if you have already registered it, the issue may be improved by re-registering.
    For how to register, refer to the following.
  2. If the radio device is installed near the TV or remote, confirm whether there is no influence of the radio device by changing the installation location, etc. Radio emitted from the wireless remote may be affected by radio devices such as a wireless access point (wireless router), radio cordless handset, mobile device, microwave, cordless phone, etc.

    Image
     
  3. When an old splitter is attached near the back of the TV, verify whether the issue is improved by temporarily removing it. There is a possibility that the radio wave which leaks from the old model splitter intervenes with the radio wave of the wireless remote. If you remove the splitter to improve the issue, verify if the issue is improved after you replace the old splitter with the new one.
    Image
  4. Update the TV software to the latest version .
    There is a chance that symptoms may improve by updating to the latest software.
    NOTE:
    • Operate using the buttons on the TV or another remote.
    • Download and update processes will take time.

 

The troubleshooting steps above should resolve the issue. If you completed all the steps and the issue is not resolved, service may be required or the remote may need replaced.

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