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IMPORTANT: If you are using a third-party tuner, such as a cable box or satellite receiver, the original Sony remote may not work, you may need to use the supplied third-party remote control for that device to switch channels.
This article provides information to determine if the TV remote failure is due to an issue with your remote or with the TV itself and the steps to help resolve the issue. Notes: If you're using your TV remote to control your set-top-box (cable box, satellite box, etc.) or A/V receiver, check the article Can't control the set-top box or A/V receiver when I use the IR Blaster function.If an error is displayed when pressing a button on the remote control related to streaming services such as YouTube™ videos or Netflix® movies, you may be experiencing a network connection issue, check if your TV is properly connected to your network and the internet. For more details, check the article Connect the TV to the Internet and troubleshoot problems. Top tip - our quick recommended solutionBefore continuing to the various troubleshooting steps, we recommend that you remove the batteries from the remote control, then press and hold the Power button for three seconds. Wait a minute or so, then reinsert the batteries according to the polarity (+ and -). If the issue continues, continue with the troubleshooting suggestions provided. Note: When your TV doesn't respond to your remote control commands, the issue could be related to your TV or the remote control. Steps are provided to troubleshoot both.Check the applicable steps as needed. Check for an issue with your TVThis section helps troubleshoot if there's an issue with the TV, not the remote control. Check the operation of the available buttons (on/off, volume up/down, channel, etc.) on your TV. Press the buttons on the TV itself to verify that the TV will respond and is working properly. If your TV responds to the buttons on the TV but not the remote, continue to the steps to troubleshoot the remote control instead. If the TV buttons don't work, follow the instructions in this section. Note: The available TV buttons and their positions may vary. Check the sides, back, front, and top of your TV.If the TV buttons still do not operate, the TV may require repair. Go to Product Repair. Check for an issue with your remote control Note: If it's only the microphoneCheck the operation of your remote control after completing each step. Basic troubleshooting Press each button on the remote control twice to make sure none of the buttons are stuck.Remove and reinstall the batteries to ensure a good connection.Note: It may be helpful to clean the battery terminals with a cotton ball, or soft cloth dipped in a small amount of rubbing alcohol before replacing the batteries. Replace the batteries with new ones. Make sure to insert the batteries with the + and - in the correct positions.Avoid mixing new batteries and used batteries, or different brands of batteries together.Don't use rechargeable batteries.Check your TV Help Guide manuals for additional information. Perform a power reset of your TV. Temporary and intermittent issues are often resolved by performing a power reset. Unplug the TV power cord, wait about two minutes, and then plug it back in. Try performing a software update on your TV remote control (Android TV or Google TV models). Check the article How to perform a TV remote control software update for additional information.Note: Performing a software update on your remote may not be possible when the necessary buttons don't function or for models that don't support an update. Additional troubleshootingIf the issue still occurs, additional troubleshooting is available according to the type of remote control you have. Note: The troubleshooting steps vary depending on whether your remote control is an Infrared (IR) or wireless model. Most TV remote controls are IR with some having an IR markSelect your remote type for additional troubleshooting information: Troubleshooting an Infrared Remote Control Troubleshooting a Wireless or Touchpad Remote ControlIf you followed the steps above and still experience the issue, the TV may require repair or the remote control may need to be replaced. Go to Product Repair. |
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