Skip to main content
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?
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
    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
    View in thread

    95 replies

    Show previous replies
    Airgetlam
    Airgetlam
    November 2, 2019

    You may want to contact Sonos Support directly to discuss it.

    I suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

    Bruce
    skdnyc
    Lyricist II
    November 2, 2019

    It appears to be the last Sonos Beam update that is causing the issue. Hopefully they put out a hotfix update but likely we won’t see it until next year.

     

    Very disappointing. Device is otherwise great.

      Airgetlam
      Airgetlam
      November 2, 2019

      Is that what Support said to you? Most interesting.

      Bruce
      cboyd
      Lyricist II
      November 17, 2019

      Here’s a little to add, which i have figured out by trial and error. This problem definitely seems like a weird software/firmware bug. 
       

      1) Starting with music, either by Alexa or by the app, volume control works fine. 

      2) switch to TV by whatever method, in my case I just start Apple TV and the audio is replaced by the TV source sounds. Volume won’t work from the same remote used in step 1 above. 

      3) out of frustration to lower the volume because the TV show is too loud, start the Sonos app and lower the volume using the app. 

      4) forget the remote isn’t supposed to work and try to change volume with the remote — and be super surprised that the IR remote now works! 
       

      so bottom line, if you use the app to change volume when the IR control isn’t working, the IR will start working. YMMV, but this consistently works for me. 

        skdnyc
        Lyricist II
        December 1, 2019

        Using the iOS app works fine to adjust volume. It’s just annoying you have to have your phone with you to do so. The app also appears to be the only way to turn on night mode.

        Using the iOS app does not make the IR start working for me unfortunately.

        Only way to get IR to start working again is a hard reset; unplug + plug back in.

        erranttraveler
        Lyricist I
        December 4, 2019

        I also have this problem. I’ve never been able to get my Beam to acknowledge my TV remote, and now it won’t register any button presses from my Apple TV remote as well. I know the IR on the Apple TV remote is working, because it turns up the volume on my TV without issue.

        Lennyola
        Lyricist I
        December 5, 2019

        This is definitely a Sonos issue and only Sonos will be able to fix it with an update.   Judging by this thread along with a dozen or so other forums I have come across regarding this issue, this is by no means isolated or rare.   I love my Sonos system! I hope they move quickly on this or the Beam’s reputation may be put on the line

          pscarratt
          Lyricist I
          December 23, 2019

          Just wanted to report I have the same issue, only a hard reboot fixes.

           

          very frustrating 

            brianmurphy
            Lyricist I
            December 23, 2019

            I had the same issue. Called support about a half dozen times. The sent me a new beam and the new one has the same problem. I mention this threat to the guy at support and he said he had never heard anything like this. I hope the help us soon. Is this only a problem for those connected with the optical port or is the hdmi connection also a problem?

              pscarratt
              Lyricist I
              December 23, 2019

              I have two beams, both connected via optical but only one has the problem, replacement made no difference.

               

              One thing I may do at some point is switch them over see if the problem follows the device

              Show more replies
              Terms & ConditionsAccessibility statement