Article ID : 00232175 / Last Modified : 01/09/2020

Unable to control the set-top (cable/satellite) box

    IMPORTANT: This article only applies to specfic Android TV™ models. Check the Applicable Products and Categories section of this article. If your Android TV is not listed, refer to this other article instead. 

    What you need to know

    • The Cable/Satellite box setup procedure allows you to control your STB using the TV remote, but you can't turn the STB on or off using the power button. Use the following procedure to use the TV button to turn your STB on and off:
      1. On the remote control, press the INPUT button and then select your STB.
      2. Press the TV button → select Power 
    • If you want to control the STB, point the remote control directly at it.
    • Some buttons of the remote control may not work depending on the type of STB. There are also some STB models that are not compatible with Cable/Satellite box setup.
    • Functions that require the user to press and hold the remote control button may not work. For example, to change the channel multiple times, press the CH+ or CH- button repeatedly.
    • The REC (STB) key on the screen won't work for STBs that don't have the recording function.

    Troubleshooting

    Check the following to troubleshoot the issue:

    1. Make sure your STB supports the Cable/Satellite box setup feature.
      • Contact the STB manufacturer for additional information.
    2. Connect the STB to your TV and then turn both devices on.
    3. Set up the Cable/Satellite box setup feature:
      1. On the remote control, press the HOME button.
      2. Select Settings.
      3. Select Watching TVExternal InputsCable/Satellite box setupCable/Satellite box control setup.
      4. Follow the on-screen instructions.
    4. Connect the remote to your TV using the Bluetooth® function:
      1. Press the HOME button.
      2. Select Settings.
      3. The next steps depend on your TV menu options:
        • Select Remotes & AccessoriesBluetooth settings → Set Bluetooth to ON.
        • Select Bluetooth settings → Set Bluetooth to ON.
    5. Make sure SONY TV VRC 001 and CONNECTED are displayed under Bluetooth settings.
      • If SONY TV VRC 001 is shown with CONNECTED beneath it, your remote control is paired and connected to your TV using Bluetooth.
      • If SONY TV VRC 001 isn't shown, pair the remote with your TV:
        1. Press the HOME button.
        2. Select Settings.
        3. The next steps depend on your TV menu options:
          • Select Remotes & AccessoriesRemote controlConnect via Bluetooth.
          • Select Remote controlConnect via Bluetooth.
        4. Follow the on-screen instructions.
      • If SONY TV VRC 001 is shown but CONNECTED isn't, your remote is paired but disconnected. Try to remove and insert the batteries or reset the TV, and then pair the remote again. If the remote won't connect, check if a software update is available:
        1. Press the HOME button.
        2. Select Settings.
        3. The next steps depend on your TV menu options:
          • Select Remotes & AccessoriesRemote controlSoftware update.
          • Select Remote controlSofware update.
        4. The next steps depend on the displayed message:
          • Would you like to update the remote control software now?
            • Follow the on-screen display to update the remote control software.
            • If the software update fails, the remote control batteries may be low. Replace the batteries and repeat the software update procedure.
          • Please use a Voice Remote Control to select this item
            • The Bluetooth feature may have temporarily frozen.
            • Remove and insert the batteries or reset the TV, and then try the remote control software update again.
          • Your software is up to date
            • You don't need to update the software.