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mgreen03
Contributor I
June 29, 2019
Answered

Beam IR sensor stopped recognizing remotes

I have a beam connected to optical on TV. Remote was paired and everything was working fine. One day remote volume control stopped working. I tried to set up the remote again but the IR sensor did not recognize when buttons were pushed. Tried a different remote and it didn't recognize that either. I can still control volume with the app but IR sensor does not seem to receive any signal. Any suggestions?
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    Airgetlam
    AirgetlamAnswer
    February 4, 2020

    There are some cases where an IR remote sensor gets overwhelmed by the light coming from the TV. You may want to try putting a 3x5 card tenting the location of the sensor, to ‘shade’ it from the TV’s light, and see if that makes a difference. If it does, then you can experiment further to find a solution. If it doesn’t work, then you’ve at least tried. 

    Bruce
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    Corry P
    Corry P
    Sonos Staff
    July 19, 2021

    Hi @Mark Huddleston 

    If the suggested steps above don’t help, I recommend you get in touch with our technical support team.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    jpcustomer
    Lyricist I
    January 10, 2022

    What finally worked for me was unpairing my remote from bluetooth.  I realized it was using something other than infrared when it would still control my tv even with my hand in front of it.  Apparently my hisense remote can operate in bluetooth and/or infrared.  I went into my tv settings, remotes and accessories, then unpaired all bluetooth devices, including the remote.  

    Airgetlam
    Airgetlam
    January 10, 2022

    It’s not uncommon for updates to the software operating the TV, when it updates itself, for it to return the TV and the remote to what the QA or engineering folks think is ‘normal’, reverting any changes you had made to the system. Doesn’t happen frequently, but as you’ve discovered, it does occur. 

    Bruce
    Emotivv
    Contributor I
    April 11, 2022

    Has there been an official fix for this yet. We have installed some Sonos Amps for a client that are connected using the optical to HDMI adaptor for TV sound. They use the Sky Q remote to control the volume which works fine. If they stream music then go back to TV the remote stops controlling the volume. If we power cycle the amps remote control functionality is resumed. We also had some issues with audio dropping when streaming, after a phone call to tech support they advised disconnecting the optical to HDMI adaptor and strangely enough the dropouts disappeared but the whole reason the Sonos Amp was specified for the project was due to the HDMI input. Can someone please advise on this quirk.

    DunkirkPie
    Enthusiast II
    April 26, 2022

    Has there been an official fix for this yet. 

    No. And there never will be. As far as Sonos are concerned, this issue doesn't even exist. Or at least, if it exists then it's not their problem. I suppose we must all have completely separate, unrelated problems, and the fact that we're all using Sonos products is just a coincidence. 

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