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smartandee
Contributor I
July 18, 2018
Answered

Sonos Beam short IR range with TV remote

same here. I tried 2 remotes. they do work but I have to point super close. hopefully a software update will help. I am using alexa now for volume control
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    Ryan S
    Ryan SAnswer
    Retired Sonos Staff
    August 16, 2018
    Hi everyone, to keep things clean, I've moved the posts from the duplicate thread for this issue over here. Pardon the dust as a few comments might not make sense. In short, this is the main thread.

    The IR sensor on the Beam is pretty low on the device, so if there's a lip on your table or 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.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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    Dynamike
    Trending Lyricist I
    August 9, 2018
    I got my new Beam and problem solved! Definitely a hardware issue in certain batches!
    Megamol
    Lyricist I
    August 9, 2018
    Having the same problem. Bought my Beam in the week after release at Mediamarkt in the Netherlands.
    Dynamike
    Trending Lyricist I
    August 9, 2018
    @Megamol, ruil je Beam om via Sonos zelf! Bel: +31-800-5551234
    Ik had mijn Beam ook bij Media Markt Den Bosch gekocht, daarna omgeruild bij Media Markt voor een nieuwe maar helaas had die hetzelfde probleem.
    Vandaag kreeg ik mijn derde via Sonos zelf en die werkt perfect!
    Volgens mij is er een hele batch aan Beam's met een productie fout in omloop met name te koop bij Media Markt zo te zien.
      banth
      Lyricist I
      August 12, 2018
      I recently bought a Beam and had not trouble with any of the setup and it is working great. The only issue is that the remote (I have tried both a TiVo and TV remote) does not control the volume if I am more than 18 inches away from the Beam. Has anyone else experienced this? I changed the batteries to fresh ones and it didn't help. Same issue at night and during the day.
      landry410
      Lyricist II
      August 15, 2018
      Add me to the list. Bought this two days ago with a new Samsung UHD TV. Tried new TV remote, old TV remote, and Verizon Fios remote and got all to work within about 2-3 feet. Nothing at all past that range. Very disappointing seeing as this is supposed to me my new 5.1 system....
      Dynamike
      Trending Lyricist I
      August 15, 2018
      @landry410 you should trade it in for a new one. My problem and 2 other people on this thread got solved by getting a new one!
      I traded in my second Beam directly at Sonos, because Media Markt in the Netherlands has more defective units with this problem. Make sure you ask for another from a different batch.
      Witch country are you from? This will point out how wide spread this problem is.
      landry410
      Lyricist II
      August 15, 2018
      Bought mine at Best Buy in the USA. I have an email into support regarding this and citing this discussion. I will most likely try to get a new one directly from Sonos as well. Thanks for the info.
      Ryan S
      Ryan SAnswer
      Retired Sonos Staff
      August 16, 2018
      Hi everyone, to keep things clean, I've moved the posts from the duplicate thread for this issue over here. Pardon the dust as a few comments might not make sense. In short, this is the main thread.

      The IR sensor on the Beam is pretty low on the device, so if there's a lip on your table or 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.
      Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
        Dynamike
        Trending Lyricist I
        August 16, 2018
        @Ryan S, i had 2 Beam's ( black ) from the Media Markt with the same issue. Coincidence? No!
        In some cases standard troubleshooting may help, but people are often well informed ( it's 2018 ) and have tried everything! In my case it was definitely a hardware issue, or the IR sensor was not correctly placed within the Beam.
        My 3rd Beam is standing in the same place with all the same conditions and is working properly!
        Sonos should seriously look into it! So far, the Netherlands, Germany and the USA have reported this issue. Coincidence? No!
        Ryan S
        Ryan S
        Retired Sonos Staff
        August 16, 2018
        Glad you're all set now, Dynamike. We're definitely looking into it, which is why I suggest giving us a call so that the team can get all the right data. It's just good to first do the basic steps, like making sure nothing is in the way first. Just because sometimes it's a bad IR sensor or other component, doesn't mean it's always a bad IR sensor.
        Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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