Unable to control my cable or satellite set-top box using my TV remote

This article provides information for using your TV remote to control your Cable/Satellite box, also known as an STB (set-top box).

What you need to know

• If your TV model series is not listed, refer to the Unable to control the set-top box or A/V receiver when using the IR Blaster function article.
• Some STB models are not compatible with Cable or Satellite box setups.
• The Cable or Satellite box setup procedure is used to allow control of your STB using your TV remote. However, the power button on the TV remote can't be used to turn the STB on or off. You can use the TV button to turn the set-top box on or off after following the provided steps:
  1. On the remote control, press the INPUT button and then select your STB.
  2. Press the TV button, then select Power.
• To control your STB, make sure to point the remote control directly toward the Cable or Satellite box.
• Depending on the STB device, some buttons on the remote may not respond.
• Functions that require the user to long press or 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

1. The power reset or restart of the TV is a recommended troubleshooting step that resolves many temporary issues.

   1. To perform a power reset
      • Turn off the TV, unplug the power cord for two minutes, then turn on the TV
        Note: Skip this step if your power cord is not accessible.

   2. Restart your TV using the TV remote. These options vary depending on your TV:
      • Use the option that best matches your TV when using the power button on the supplied remote control to perform a restart:
        • Press and hold the POWER button until Power off appears on the screen
        • Press and hold the POWER button until a menu appears → select Restart
      • Use the option that best matches your TV to restart the TV using the Settings menu:
        • On the supplied remote, press the Quick Settings button, then select Settings → System → Restart → Restart
        • On the supplied remote, press the HOME button, then select Settings → About → Restart → Restart
        • On the supplied remote, press the HOME button, then select Settings → Device Preferences → About → Restart → Restart

2. Make sure your STB is supported with the Cable/Satellite box setup feature.
   • For additional information on your device, contact the STB manufacturer.
3. Make sure the STB and your TV are both connected and turned on.
4. Perform the Cable/Satellite box setup procedure:

   1. Open the Settings screen according to your TV remote options:
      • Press the Quick settings button, then select Settings. (For models with the Quick settings button on the remote)
      • Press the HOME button, then select Settings.
   2. The next steps will depend on your TV menu options:
      • Select Channels & Inputs → External Inputs → Cable/Satellite box setup → Cable/Satellite box control setup.
      • Select Watching TV → External Inputs → TV box setup → TV box control setup.
      • Select Watching TV → External Inputs → Cable/Satellite box setup → Cable/Satellite box control setup.
   3. Follow the on-screen instructions.

5. Check to ensure the Bluetooth® function is on:

   1. Open the Settings screen according to your TV remote options:
      • Press the Quick settings button, then select Settings. (For models with the Quick settings button on the remote)
      • Press the HOME button, then select Settings.
   2. The next steps depend on your TV menu options:
      • Select Remotes & Accessories → Bluetooth → ON.
      • Select Remotes & Accessories → Bluetooth settings → ON.
      • Select Bluetooth settings → Bluetooth to ON.

   • For Google TV™ models: If connected remote control: SONY TV VRC 001 is displayed under Remotes & Accessories → Remote control, your remote control is paired and connected to your TV using Bluetooth.
   • For Android TV™ models: If SONY TV VRC 001 is shown with CONNECTED beneath it, your remote control is paired and connected to your TV using Bluetooth.

6. Pair the remote control to your TV using Bluetooth:

   • For Google TV models:
     • If it's not connected, select Connect via Bluetooth and follow the on-screen instructions.
   • For Android TV models:
     • If SONY TV VRC 001 isn't shown, pair the remote with your TV:
       1. Open the Settings screen. follow the steps according to the TV remote options:
          • Press the Quick settings button, then select Settings. (For models with the Quick settings button on the remote)
          • Press the HOME button, then select Settings.
       2. The next steps depend on your TV menu options:
          • Select Remotes & Accessories → Remote control → Connect via Bluetooth.
          • Select Remote control → Connect via Bluetooth.
       3. Follow the on-screen instructions.
     • If SONY TV VRC 001 is shown but CONNECTED isn't, your remote is paired but disconnected:
       • Try removing and re-inserting the batteries
       • Reset the TV as per step 1 and then pair the remote again.

7. If the remote won't connect, check if a software update for the remote is available:

   1. Press the Quick settings button, then select Settings. (For models with the Quick settings button on the remote)
   2. Press the HOME button, then select Settings.
   3. The next steps depend on your TV menu options:
      • Select Remotes & Accessories → Remote control → Software update.
      • Select Remote control → Software update.
   4. The next steps depend on the displayed message:
      • Do you want 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 reinsert the batteries.
        • Power reset or restart the TV and then try the remote control software update again.

          Power Reset

          Note: Skip this step if your TV power cord is inaccessible.

          • Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.

          Restart

          Select the method depending on your TV.

          • Restart the TV with the supplied remote control:
            • Press and hold the POWER button until Power off appears on the screen
            • Press and hold the POWER button until a menu appears → select Restart
          • Restart using the menu. On the remote:
            • Press (Quick Settings) → Settings → System → Restart → Restart
            • Press HOME → Settings → About → Restart → Restart
            • Press HOME → Settings → Device Preferences → About → Restart → Restart

          Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.

      • Your software is up to date
        • You don't need to update the software.