IMPORTANT: If you are using a third-party tuner, such as a cable box or satellite receiver, the original Sony remote may not work, you may need to use the supplied third-party remote control for that device to switch channels.
This article provides information to determine if the TV remote failure is due to an issue with your remote or with the TV itself and the steps to help resolve the issue.
Top tip - our quick recommended solution
Note: If your remote control has a USB-C port on the bottom, it is a rechargeable remote control, so please skip these steps.
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 a minute or so, then reinsert the batteries according to the polarity (+ and -). If the issue continues, continue with the troubleshooting suggestions provided.
Note: When your TV doesn't respond to your remote control commands, the issue could be related to your TV or the remote control. Steps are provided to troubleshoot both.
Check the applicable steps as needed.
This section helps troubleshoot if there's an issue with the TV, not the remote control.
Check the operation of the available buttons (on/off, volume up/down, channel, etc.) on your TV. Press the buttons on the TV itself to verify that the TV will respond and is working properly. If your TV responds to the buttons on the TV but not the remote, continue to the steps to troubleshoot the remote control instead. If the TV buttons don't work, follow the instructions in this section.
Note: The available TV buttons and their positions may vary. Check the sides, back, front, and top of your TV.
- Check that the TV's light (power/standby/activity light) is on.
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 TV AC power cord (and power adapter where applicable) 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.
- 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 at this time.
- If connections are complicated, make note of them (maybe take a picture of your connections), and then make sure that you can reconnect everything before you start disconnecting devices or cables.
- Check if your TV operates without external devices connected, reconnecting external devices one at a time.
- If the light flashes when a specific device is connected, the connected device may have a problem.
- Perform a power reset of your TV. Temporary and intermittent issues are often resolved by performing a power reset.
- Unplug the power cord for your TV, wait about two minutes, and then plug it back in.
If the TV buttons still do not operate, the TV may require repair. Go to Product Repair.
Check the operation of your remote control after completing each step.
Basic troubleshooting
- Press each button on the remote control twice to make sure none of the buttons are stuck.
- Remove and reinstall the batteries to ensure a good connection.
Note: It may be helpful to clean the battery terminals with a cotton ball or soft cloth dipped in a small amount of rubbing alcohol before replacing the batteries.
- Replace the batteries with new ones.
- Make sure to insert the batteries with the + and - in the correct positions.
- Avoid mixing new batteries and used batteries or different brands of batteries together.
- Replace the batteries, or recharge the supplied remote control if it has a rechargeable battery.
- Check your TV Help Guide
manuals
for additional information
- Perform a power reset of your TV. Temporary and intermittent issues are often resolved by performing a power reset.
- Unplug the TV power cord, wait about two minutes, and then plug it back in.
- Try performing a software update on your TV remote control (Android TV or Google TV models). Check the article How to perform a TV remote control software update for additional information.
Note: Performing a software update on your remote may not be possible when the necessary buttons don't function or for models that don't support an update.
Additional troubleshooting
If the issue still occurs, additional troubleshooting is available according to the type of remote control you have.
Note: The troubleshooting steps vary depending on whether your remote control is an Infrared (IR) or wireless model. Most TV remote controls are IR, with some having an IR mark
usually located at the bottom part of the remote, near the model number. Additional information for your TV remote is available in the Help Guide
manuals
for your TV.
Select your remote type for additional troubleshooting information:
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.
