Unable to control the set-top box (TV box or cable/satellite box) with the TV remote

IMPORTANT:

General things you should know about using the TV remote to control your TV box

1. You can perform the TV box setup or Cable/Satellite box setup to control the set-top box with the TV remote control.
    
2. However, you cannot use the Power button on the TV remote control to turn the set-top box on or off.
    
3. You can use the TV button to turn the set-top box on or off:
   • Select the set-top box (STB) with the INPUT button on the remote control.
   • Press the TV button on the remote control, and then select Power.
      
4. When operating the TV’s remote control, always point it at the Cable/Satellite box.
    
5. Depending on the external devices, some buttons may not respond. There are also some set-top boxes that do not respond to TV box setup or Cable/Satellite box setup.
    
6. Don't press and hold buttons on the remote control. Some features of TV box setup or Cable/Satellite box setup do not support long press or holding down buttons, such as the CH+/- buttons. If this is the case, press these buttons repeatedly.
    
7. The REC(STB) key on the screen will not work for set-top boxes that do not have the recording function.

Check the following if you can't control your TV box with the remote

1. Make sure that the connected set-top box supports the TV box setup or Cable/Satellite box setup function.

   Note: Contact the TV box supplier to confirm its compatibility with the TV box setup or Cable/Satellite box setup function.

2. Set up TV box setup or Cable/Satellite box setup.
    
3. Connect the TV remote control to the TV via Bluetooth.

   Open the Settings screen. How to access Settings

   • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
   • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.

The next steps will depend on your TV menu options:
1. Select Bluetooth settings → Set Bluetooth to ON. (Android 8.0)
2. Select Remotes & Accessories → Bluetooth settings → Set Bluetooth to ON. (Android 9)
3. Select Remotes & Accessories → Set Bluetooth to ON. (Android™ 10)

How to check if the remote is successfully connected 

• For Google TV models: Check Remotes & Accessories — Remote control
  • If both connected remote control: SONY TV VRC 001 under Connect via Bluetooth and Current software version: XX.XX.XX.XXX under Software update are displayed in Remote control, the TV remote control is already connected to the TV via Bluetooth.
     
• For Android TV models: If both SONY TV VRC 001 and Connected are displayed in Bluetooth settings, the TV remote control is already connected to the TV via Bluetooth.

What if the Bluetooth remote control is not connected?

• For Google TV models: If what is displayed under the Connect via Bluetooth and Software update items is not as shown as previously mentioned, the TV remote control is not paired or not connected to the TV.
  Please select Connect via Bluetooth and follow the instructions. 
   
• For Android TV models: If only SONY TV VRC 001 is displayed, Connected is not displayed, and the TV remote control is paired but not connected to the TV, then check the following:

1. Check the Bluetooth connection again.
2. Reset the TV.
3. Remove the batteries from the remote control and reinsert them.

4. If the remote control is disconnected, it may become more stable if its software is updated. Check whether there is a software update for the remote control.

   Notes:

   1. Open the Settings screen. How to access Settings
      • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
      • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
      ​​​​
       
   2. The next steps will depend on your TV menu options:
      • Select Remotes & Accessories → Remote control → Software update. (Android 9 or later)
      • Select Remote control → Software update. (Android 8.0)
   • If the message Do you want to update your remote control now? is displayed, you can update the remote software. Follow the on-screen instructions and operate the remote control.
   • The battery power may be low if the remote control software update proceeds but fails every time. Replace the batteries, and then try updating the remote control software again.
   • If the message Please use a Voice Remote Control to select this item is displayed, the Bluetooth feature may have frozen temporarily. Remove and insert the batteries or reset the TV, and then try updating the remote control software again.
   • If the message Your software is up to date is displayed, you do not need to update the software.

5. If SONY TV VRC 001 is not displayed, pair the TV remote control with the TV as follows.

   Note: For Google TV models, skip this step.

   1. Press the HOME button on the remote control.
   2. Select  Settings.
   3. The next steps will depend on your TV menu options:
      • Select Remotes & Accessories → Remote control → Connect via Bluetooth. (Android 9)
      • Select Remote control → Connect via Bluetooth. (Android 8.0)
   4. Following the instructions on the screen.