Remote control troubleshooting tips
There are 2 different types of remote control, and each works slightly differently. So the first thing you need to do is figure out which one you've got:
Standard IR remote
You'll have this remote if you've got a black NOW Box or Smart Box with Freeview.
Standard IR remotes communicate with your device using invisible Infra-Red (IR) light. The most common reason for the remote not working is a blocked signal, and the second most common problem is low or dead batteries.
Troubleshooting tips for the standard IR remote
- Make sure you can see the front of your NOW Box from where you're sitting and there's nothing blocking the signal between the remote and the front of the Box (where the IR receiver is).
- Try holding your remote up higher and pointing it directly at the Box. If it now works, remove anything that's in the way or move your Box to a position where the remote will respond reliably.
First, try removing the batteries from your remote and re-inserting them. If that doesn't work, try replacing them.
Help tip If you've got a smartphone with a camera, you may be able to use it to see whether the remote is sending an IR signal or not. Smartphone cameras can 'see' a wider range of light wavelengths than the human eye, including infra-red light. This will generally only work on smartphones with a front-facing camera:
- Put your smartphone in camera mode as if you were taking a self-portrait (you should see yourself in the camera).
- Hold the remote control in front of the camera and press buttons on the remote.
- If you can't see the IR signal flashing as you press buttons, then try replacing the batteries in the remote.
Smart remote
You'll have a smart (or enhanced 'point-anywhere') remote if you've got a NOW Smart Stick or Smart Box with 4K and Voice Search.
This type of remote pairs with your Smart Stick or Smart Box over your wireless network, so you don't need to point it directly at the device for it to work. Find out more about pairing your remote
If you're not sure whether you've got a smart remote, open the battery compartment and check to see if there's a 'pairing' button.
It's inside the battery compartment:
Troubleshooting tips for the smart remote
If you've got an iPhone, did you know you can use it as a remote? Find out how to turn your iPhone into a remote
To fix your smart remote, try the steps below.
- Open the battery compartment and remove the batteries from the remote.
- Remove the power cable from your Smart Stick or Smart Box, wait 5 seconds and then reconnect it.
- When you see the home screen on your TV, put the batteries back in the remote.
- Wait 30 seconds while the connection is re-established.
- Open the battery compartment and remove the batteries from the remote.
- Remove the power cable from your Smart Stick or Smart Box, wait 5 seconds and then reconnect it.
- When you see the home screen on your TV, put the batteries back in the remote.
- Press and hold the pairing button inside the remote for 3 seconds or until you see the pairing light in the remote begin to flash. If the light does not flash, try again. If the light still does not flash, you'll need to replace your batteries.
- Wait for 30 seconds while the remote establishes a connection with your Smart Stick or Smart Box.
- Open the battery compartment and remove the old batteries from the remote.
- Remove the power cable from your Smart Stick or Smart Box, wait 5 seconds and then reconnect it.
- When you see the home screen on your TV, insert new batteries.
- Wait for 30 seconds while the remote establishes a connection with your Smart Stick or Smart Box.
- The remote pairing dialogue should appear on your TV screen.