Article ID : 00019430 / Last Modified : 04/22/2020

My media player remote control is unresponsive or doesn't work

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    If the media player remote control is unresponsive or doesn't work, follow the steps below to troubleshoot this issue.

    1. Disconnect the AC power cord from the media player.
    2. Remove the batteries from the remote control and press any of the buttons on the keypad to discharge any stored current.
    3. If possible, test the batteries to make sure both have sufficient charge or replace the batteries with new ones.
    4. Reinsert the batteries properly in the remote control.
      • Make sure to match the polarity with the + (PLUS) and - (MINUS) symbols on the battery compartment.
    5. Reconnect the power cord to the media player.
    6. Try to use the keypad remote control to turn on and operate the Internet TV device.
      • If the remote control still doesn't work, use a ball-point pen to press the CONNECT button at the bottom of the internet TV device.
    7. Follow the on-screen instructions to re-pair the remote control with the internet TV device.
      • If pairing is unsuccessful, press the CONNECT button to cancel the pairing process.
    8. Connect a USB keyboard and mouse to the media box.
    9. Use a keyboard and mouse and make sure to update the device firmware. Downloads are posted on your model support page.
    10. If the remote still won't work, follow the steps below to check Auto lock in the Demo settings:
      1. On the supplied remote, press the HOME button.
      2. Select All Apps → Settings → Unit settingsDemo mode.
        • You can only see Auto-lock in Demo settings if Demo mode is set to On. If Auto-lock is set to On, change it to Off within the time of reset timing. Then, try pairing again.