Article ID : 00030298 / Last Modified : 12/04/2020

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.

    If an error is displayed when a button is pressed on the remote control that is related to network services such as YouTube™ videos or Netflix® movies, check whether the TV is connected to the internet correctly. For more details, refer to the Connect the TV to the internet and troubleshoot problems article.

    Top tip - our quick recommended solution

    Before trying any of the troubleshooting steps below, we recommend that you remove the batteries from the remote control for approximately one minute. Then reinsert the batteries again according to the polarity (+ and -). If the issue continues, continue with the troublshooting suggestions below.

    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.

    side by side diagram of a TV showing the buttons located on the back of the TV at the lower left side when you are facing the TV

     

    1. Check that the lamp (power lamp/standby lamp) on the front or bottom of the TV is on.

      Diagram of side by side TVs showing location of power indicator on the bottom middle of one TV and the bottom left side of the other TV

      Note: Depending on the model, the name, position, and shape of the lamp varies.

      • If the lamp is lit or is blinking in red, proceed to the next step.
      • If the lamp isn't lit, 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.
    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 thhat you can reconnect everything before you start disconnecting devices or cables.
      • When a specific device is connected and the lamp flashes, 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 jammed.
    2. Reset the remote control.
      1. Open the battery compartment cover and remove the batteries.
      2. Press and hold the Power button for three seconds.
      3. Insert the batteries again and close the battery compartment cover.
    3. Clean the battery terminals with a cotton ball, or soft cloth, dipped in a small amount of rubbing alcohol.
    4. 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 batter, or different brands of batteries together.
      • Do not use a rechargeable battery.
    5. Perform a power reset.

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

    6. For Android TVs released in 2015 or later, 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.
    7. If the issue still occurs, more troubleshooting is available according to the remote control type.

      Note: Steps vary depending 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.