Article ID : 00030298 / Last Modified : 10/19/2022Print

The TV remote control is not operating properly or doesn't work at all

    IMPORTANT: If you are using a third-party tuner, such as a set-top box (cable box), you may only be able to switch channels with the supplied third-party remote control. The original Sony remote will not work.


    Top tip - our quick recommended solution

    Before 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 at least a minute, then reinsert the batteries according to the polarity (+ and -). If the issue continues, continue with the troubleshooting suggestions provided.

    Check the remote control operation after each step.

    Check your TV

    Make sure that the buttons on your TV work. If they do, skip the steps below and troubleshoot the remote control instead. If the TV buttons don't work, follow the instructions in this section.

    Note: The positions of the TV buttons may vary. Check the sides, back, front, and top of your TV.

    example of buttons located on the left side of the TV

    1. Check that the light (power/standby/activity light) on the TV is on.

      examples of the power indicator on the bottom middle and the bottom left of the TV

      Note: Depending on the model, the location and shape of the light vary.

      • If the light is on or blinking in red, proceed to the next step.
      • If the light isn't on, check the AC power adapter or power cord to make sure it isn't unplugged or loose. If there is no issue with the connection, proceed to the next step.

        Note: A no-light condition isn't always an indicator of no power. If the light isn't on, check if the light comes on when pressing various buttons on the remote control. Some models are set by default to only light up when using the remote. It's also possible on some models for the user to select a light (Illumination LED) setting in Device Preferences to not come on at all.

    2. Remove external devices (external USB hard disk, devices connected with HDMI cable, etc.) and cables from the ports on the TV to confirm if a connected device may be causing the problem.
      • Do not remove the TV power cable.
      • If connections are complicated, make note of them, and then make sure that you can reconnect everything before you start disconnecting devices or cables.
      • If the light flashes when a specific device is connected, the connected device may have a problem.

    If the TV buttons still do not operate the TV, the TV may require repair.  Go to Product Repair. 

    Check your remote control

    Check the remote control operation after completing each step.

    Note: If only the Microphone button doesn't work on the TV remote control, check the Voice commands don't work on my remote control article.

    1. Press each button on the remote control twice to make sure none of the buttons are stuck.
    2. Clean the battery terminals with a cotton ball, or soft cloth dipped in a small amount of rubbing alcohol.
    3. Replace old or used batteries with new ones.
      • Make sure to insert the batteries with the + and - in the correct positions.
      • Do not use a new battery and a used battery, or different brands of batteries together.
      • Do not use a rechargeable battery.
    4. Perform a power reset.

      If the issue is caused by an external factor, such as network service, data broadcasting, or connected devices, it may be improved by a power reset.

    5. For Android TVs or Google TVs, symptoms may improve by updating the software of the remote control. Refer to the How to perform a TV remote control software update article to check whether there is a software update for the remote control.
    6. If the issue still occurs, more troubleshooting is available according to the remote control type.

      Note: Steps vary depending on if your remote control is Infrared (IR) or wireless. Most TV remote controls are IR. If your remote control does not have the IR mark, refer to the Wireless or Touchpad Remote Control instructions.

    If 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.