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tb1445
Contributor I
December 31, 2020
Answered

Beam stops responding to TV remote

Beam is set up with Sony XBR-65X950G-65.  After hard reboot of Beam, TV remote controls Beam volume as expected.  Next time TV is turned on, Beam has stopped responding.  Only power-cycling the Beam fixes the problem.  Issue has been present from day 1.

Ideas?

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Ken_Griffiths
Ken_GriffithsAnswer
December 31, 2020

I’ve tried new batteries but to no effect.  As I mentioned, the remote controls the Beam just fine after power-cycling the Beam, so it seems unlikely that interference is a possible cause.

As a software engineer, I suspect there’s an issue in the Beam’s software/firmware...perhaps the Beam maintains an internal log that may offer some clue…?

You will need the Sonos Support Staff to look at your system diagnostic report(s) - just post their references back here in the thread. If no one responds here in the next 24 hours, then you can contact the Support Staff via this LINK 

The only other consideration is a factory reset, (if it’s not your only sonos product in the Household) but I would leave that as a very last resort. 

Hope you get it sorted soon.

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11 replies

Ken_Griffiths
Ken_Griffiths
December 31, 2020

Beam is set up with Sony XBR-65X950G-65.  After hard reboot of Beam, TV remote controls Beam volume as expected.  Next time TV is turned on, Beam has stopped responding.  Only power-cycling the Beam fixes the problem.  Issue has been present from day 1.

Ideas?

Have you perhaps tried setting up the TV remote again in the Sonos App “Settings/System/[Beam Room Name]/Remote Control”? Also try toggling off/on the “use infrared” option.

tb1445Author
Contributor I
December 31, 2020

Toggling “use infrared” had no effect on the problem.

When I attempted to [re] set-up the remote, the first task is to press the “+ volume” button.  As I held the “+ volume” button, the Beam light rapidly blinked white but the Sonos app claimed that the Beam had not detected anything.

Ken_Griffiths
Ken_Griffiths
December 31, 2020

Toggling “use infrared” had no effect on the problem.

When I attempted to [re] set-up the remote, the first task is to press the “+ volume” button.  As I held the “+ volume” button, the Beam light rapidly blinked white but the Sonos app claimed that the Beam had not detected anything.

Have you tried new batteries, or does the remote setup and work better with the lights in the room switched off? Some bulbs/lights in a room (even light from the TV screen) can interfere with IR signals (er.. apparently?).

tb1445Author
Contributor I
December 31, 2020

I’ve tried new batteries but to no effect.  As I mentioned, the remote controls the Beam just fine after power-cycling the Beam, so it seems unlikely that interference is a possible cause.

As a software engineer, I suspect there’s an issue in the Beam’s software/firmware...perhaps the Beam maintains an internal log that may offer some clue…?

Ken_Griffiths
Ken_GriffithsAnswer
December 31, 2020

I’ve tried new batteries but to no effect.  As I mentioned, the remote controls the Beam just fine after power-cycling the Beam, so it seems unlikely that interference is a possible cause.

As a software engineer, I suspect there’s an issue in the Beam’s software/firmware...perhaps the Beam maintains an internal log that may offer some clue…?

You will need the Sonos Support Staff to look at your system diagnostic report(s) - just post their references back here in the thread. If no one responds here in the next 24 hours, then you can contact the Support Staff via this LINK 

The only other consideration is a factory reset, (if it’s not your only sonos product in the Household) but I would leave that as a very last resort. 

Hope you get it sorted soon.

tb1445Author
Contributor I
December 31, 2020

System diagnostic report submitted.  Confirmation # 1435855860.

    tb1445Author
    Contributor I
    January 5, 2021

    Anyone had a chance to examine the diagnostic report yet?

    Ken_Griffiths
    Ken_Griffiths
    January 5, 2021

    Anyone had a chance to examine the diagnostic report yet?

    As some time has now passed, I would perhaps follow the link in my earlier post to contact/chat to the Support staff.

    GuitarSuperstar
    Lead Maestro
    January 5, 2021

    @tb1445 Does your TV have a Bluetooth setting that can be turned off?

    "Receive with simplicity everything that happens to you." - Rashi
    tb1445Author
    Contributor I
    January 5, 2021

    I turned off Bluetooth on the TV.  Issue persists.  The remote is set for IR, and I verified using my cell phone camera that the remote is indeed transmitting an IR signal when I press the volume.  My beam-TV connection is via an optical adapter (Beam=HMDI out, TV=optical in).

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