Article ID : 00178250 / Last Modified : 07/12/2021Print

The wireless or touchpad remote control doesn't work

    IMPORTANT: If you have a touchpad remote control, a separate article is available to troubleshoot the touchpad remote control.

    Before following the troubleshooting steps provided below, check to see which type of remote control you have.

    Third party universal remotes

    If you're using a third party remote, verify the TV function using the remote supplied with the TV.

    1. Using the remote supplied with your TV, press the Power button to turn the TV on and off.
    2. Navigate the TV menus and remote functions using the supplied remote.
      • If the TV functions normal, the issue is with the third party remote. refer to the manufacturer of the third party remote for assistance.
      • If the supplied does not function, follow the steps to troubleshoot the supplied TV remote.

    Examples of some common remotes supplied with the TV:

    side by side illustration of wireless remote controls, a touchpad remote, and one-touch remote

    1. Wireless remote controls (most commonly used) supplied with Android TV™ models released in 2020 and the XBR A9G / X850G / X950G / and Z9G series released in 2019:
    2. Touchpad remote control for some models released in 2015:
    3. One-touch remote control for some models released in 2013:

    Supplied TV remote troubleshooting steps

    Check the remote control operation after each step.

    1. Make sure your wireless remote is registered to your TV. If the remote is already registered, try to re-register it to the TV and see if the issue resolves. Follow the instructions according to your remote control type:
    2. Don't place the TV or the remote control near devices that emit radio frequency, such as a wireless router, radio cordless handset, mobile device, microwave, and cordless phone.
    3. If an old splitter is attached near the back of the TV, remove the splitter and try a new one. There is a possibility that the radio waves that leaks from the old model splitter can interfere with the signal from the wireless remote.
    4. Update the TV software to the latest version.
      • You can use the buttons on the TV or another Sony remote to perform the update.
      • The download and update process takes some time to complete.

    If you followed the steps above and the issue still occurs, the remote control may need to be replaced.  Go to Product Repair.