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

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

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

• Some STB models are not compatible with Cable/Satellite box setup.
• The Cable/Satellite box setup procedure is used to allow control your STB using your TV remote. However, the power button on the TV remote can't be use 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 towards the Cable/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. Make sure your STB is supported with the Cable/Satellite box setup feature.
   • For additional information on your device, contact the STB manufacturer.
2. Make sure the STB and your TV are both connected and turned on.
3. 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.
4. Connect the remote to your TV using the Bluetooth® function:
   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 → set Bluetooth to ON.
      • Select Remotes & Accessories → Bluetooth settings → set Bluetooth to ON.
      • Select Bluetooth settings → set 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.
5. If your remote control is not paired and connected 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, and then pair the remote again.
6. 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 → Sofware 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 the 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.