Article ID : 00118666 / Last Modified : 11/08/2022

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TV remote control not operating properly or not responding at all.

Before you start

  • In the case of a third-party tuner/Set-Top Box, you may only be able to switch channels with the supplied third-party remote control. The original Sony remote will not work.
  • For the X70, X70G, X70F, X73F, W66F, W61G, W66G, W62G, W67G, W61F, W66F, W62F, W67F, X70E, X72E, W75E, W77E, W61E, W66E, W62E, W67E series TVs: If the remote control is not working after updating the TV system software, refer to the After updating the TV system software, the remote control is not working or the TV is not responding to the remote control article.
  • If an error is displayed when you press a remote control button related to network services such as YouTube™ or Netflix, check whether the TV is connected to the Internet correctly. For details about connecting to the Internet or troubleshooting, refer to the article How to & Troubleshooting for internet connection.

Top tip - our quick recommended solution

Before trying any troubleshooting, we recommend you try resetting the remote control:

  1. Remove the batteries from the remote control.
    Note: Opening the battery compartment cover will vary, depending on the type of remote control. For details, refer to your TV manual.
  2. On the remote control, press the Power button for three seconds.
  3. Reinsert the batteries, making sure they are inserted with the correct polarity (-/+), then see if the issue is resolved.
  4. If the issue is not resolved, remove the batteries again and leave them out for approximately 1 minute. Then, reinsert the batteries.

If the issue is resolved, the remote control may have temporarily stopped working due to poor battery contact or static electricity. If the issue continues, we advise you to go through each section of our complete troubleshooting guide.

Our complete troubleshooting guides

This article is composed of the following items. First, check whether the problem is due to the TV or the remote control. If the problem is due to the remote control, you will be guided by the remote control type. Start with Section A.

  • Section A: Check whether or not the TV is in operation
  • Section B: Checking items of the remote control (common)
  • Section C: Select remote control type (common)

Section A: Check whether or not the TV is in operation

  1. Check that TV buttons can be operated.
    • If TV buttons can be operated, proceed to Section B: Checking items of the remote control.
    • If TV buttons cannot be operated, proceed to Step 2.


      Note: Depending on the model, the positions of TV buttons vary. Check the sides, back, front, and top of your TV.

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

    Note: Depending on the model, the name, position, and shape of the lamp varies. The lamp on the diagram is an example.
    • If the lamp is lit or is blinking in red, proceed to Step 3.
    • If the lamp is not on, check whether or not the power cable or AC adaptor is not disconnected or loose.
      If there is no issue with the above connection, proceed to Step 3.
  3. If an issue is being caused by an external factor, such as network service/data broadcasting/connected device, it may be improved by resetting your TV.
    • For how to reset Android TV™/Google TV™, refer to the article How to reset an Android TV/Google TV?
    • For how to reset the other TV models, refer to the article How to perform a power reset on a Sony television.
  4. Remove any connected devices (external USB hard disk, HDMI connection device, etc.) and cables from the TV terminal to confirm there are no influences from these devices.
    Notes:
    • Do not remove the TV power cable.
    • If connections are complicated, take note of them, and make sure you can reassemble them before removing them.
    • When a specific device is connected and the TV flashes, there is a possibility there is a problem with that connected device.

If you cannot operate after confirming the above, service may be required.

Section B: Checking items of the remote control (common)

Note: Because each of these steps represents a possible solution, check the function of the remote control after completing each step.

  1. Make sure none of the remote buttons are jammed or stuck.
  2. The remote control battery terminals may be dirty. Remove the batteries and clean the remote control terminals with a small solution of alcohol, using a cotton bud or soft cloth, then place the batteries back into the remote control.
  3. Replace with fresh batteries.
    Notes:
    • Insert a battery consistent with the + pole and - pole according to the indication.
    • Be sure to insert a battery starting with the - pole side.
    • Do not use a new battery and a used battery, or different kinds of batteries together.
    • Do not use a rechargeable battery.
  4. If an issue being is caused by an external factor, such as network service/data broadcasting/connected device, it may be improved by resetting your TV.
    • For how to reset Android TV/Google TV, refer to the article How to reset an Android TV/Google TV?
    • For how to reset the other TV models, refer to the article How to perform a power reset on a Sony television.

  5. For Android TV/Google TV: symptoms may improve by updating the remote control software. To see if there is a software update for the remote control, refer to the article How to perform a TV remote control software update.

  6. Remove any connected devices (external USB hard disk, HDMI connection device, etc.) and cables from the TV terminal to confirm there are no influences from these devices.
    Notes:
    • Do not remove the TV power cable.
    • If connections are complicated, take note of them, and make sure you can reassemble them before removing them.
    • When a specific device is connected and the TV flashes, there is a possibility there is a problem with that connected device.

If symptoms do not improve even after the procedures up to this step have been checked, proceed to Section C.

Section C: Select remote control type (common)

Infrared (IR) remote control:

Although there are two different communication systems (infrared/wireless) for remote controls, most Sony TV remote controls are Infrared (IR) remote controls. For Infrared remote control troubleshooting, refer to the article Infrared Remote Control not operating properly or not responding at all.
Note: If only the Microphone button does not work on the TV remote control, check Voice Commands do not work on my remote.

Wireless remote control:

If your remote control or TV is included in A, B, or C below, you have a wireless remote control.

  1. A: Remote Control for Google TV, or Android TV models released in 2020 and A9G, X85G, X95G and Z9G series (released in 2019) *1, *2
  2. B: Touchpad Remote Control for some models of 2015 *1
  3. C: One-touch Remote Control for Some models of 2013 *3

    3 types of wireless remote control, A, B, C

For wireless remote control troubleshooting, refer to the article Wireless Remote Control not operating properly or not responding at all.

  • *1: If only the Microphone button does not work on the TV remote control, refer to the article Voice Commands do not work on my remote.
  • *2: If only the power button/channel button does not work on the TV remote control, refer to the article Infrared Remote Control not operating properly or not responding at all.
  • *3: If only the power button does not work on the TV remote control, refer to the article Infrared Remote Control not operating properly or not responding at all.

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