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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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    brianmurphy
    Lyricist I
    December 23, 2019

    Please let us know. I am going to try to move mine to a different tv and see what happens.

    User185629
    Lyricist II
    February 4, 2020

    I'm not new to sonos, but am new to beam. Mine has failed to recognize my samsung IR remote since day 1. Like others I've tried about every remote in the house, it just wont recognize any ir signal. I'm ok with it but nobody else around my house is, especially my wife. Probably end up returning it to costco

    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
      jamesandjaque
      Contributor I
      February 25, 2020

      I’m having the same issue. Resetting the Beam fixes it. It’s not batteries, and it’s not about the sensor getting flooded. There are a few threads on the forums about the same issue. I hope Sonos takes note as I’m also thinking of sending this back, like many others.

      Sebastien D.
      Sebastien D.
      Sonos Staff
      February 26, 2020

      Hi @jamesandjaque ,

      For testing purposes, can you try using another TV remote to your Beam temporarily? If the issue occurs using another TV remote, try factory resetting the Beam to default and set it up again as new product. Let me know if the issue still continues after trying these steps.

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      Makj
      Lyricist I
      March 6, 2020

      Hi, I bought a beam couple of days ago. Set up the beam to connect to my sony tv with optical. TV remote only worked for the first day then the next day no response. Reboot the beam by switching off power socket turned back on it works again. This is frustrating. Has anyone have a solution this yet? Thanks.

      Airgetlam
      Airgetlam
      March 6, 2020

      Have you contacted a Sonos support directly?

      Bruce
      Makj
      Lyricist I
      March 6, 2020

      Yes I have but no solution as yet.

      Sub-Xel
      Lyricist III
      April 2, 2020

      Just received my replacement unit after having the same problem as all of you were describing.

      And after a day, it does the same. Just sent a link of this thread to Sonos support.

      I can’t believe they’re just ignoring this!

      Sebastien D.
      Sebastien D.
      Sonos Staff
      April 2, 2020

      Hi folks,

      It’s frustrating and I understand that. Information is collected through the troubleshooting process can help us target and resolve the issue since there is not yet a resolution.

      The IR sensor on the Beam is pretty low on the product, so if there's something that could be blocking the bottom part of the Beam, make sure to move that. If you'd tried out a few locations and still have trouble with the IR range, I'd suggest that you give us a call on our support line and a technician can help out. Though it's possible an individual unit could have a bad sensor, it's always best not to make that assumption right away as it could be a number of other environmental concerns.

      Help others find useful content by clicking the like button and selecting best answer to your question.
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