TV troubleshooting and FAQs

Situation

The TV is not responding to the Philips Bluetooth remote control commands.

Checklist

Make sure that:

• the by-packed Philips remote control is used (no universal remote control)
• the software of the TV is up-to-date

Answer

To find out why the TV is not responding to the remote control, follow these steps:

1. Verify if the TV’s ON/OFF button is functional.

Press the button/joystick on the back of the TV to check if the TV responds.

Does the TV respond to the button(s) on the TV itself?

• Yes. Proceed to step 2 to verify the functionality of the remote control.

• No. Proceed to step 3 to check if the TV’s functionality can be restored.

2. Verify the functionality of the remote control

Proceed as follows to check if the remote control is functioning correctly:

2.1 Position sensor

• Two-sided Bluetooth remote controls with keyboard on the back are equipped with a position sensor to recognize if the front or back side is used. As a consequence, the remote control might not work properly when it is hold slanted or sloping. Verify if the remote control works when holding it in a straight horizontal position.

2.2 Pairing

• The pairing of the remote control and the TV might have been lost. Try to pair the remote control with the TV again. For instruction “How to pair the Bluetooth remote of the TV?” see the related articles below.

2.3 Change the batteries
Place new batteries in the remote, preferably alkaline non-rechargeable batteries.

2.4 One side of the remote control stopped working (only for 9002, 8102 and 8602 series)

If one side of the remote control intermittently stops working update the software of the remote control. For instruction “How to update the software of the remote control?” see the related articles below.

2.5 Check TV LED

Does the LED light on the TV light up when pressing the button on the remote control?
• No, the LED does not light up: the remote control is not working correctly. Proceed with step 4.
• Yes. The remote control is working correctly; if the TV still does not respond to the remote control proceed to step 3.

3. Verify the functionality of the TV

Proceed as follows to check if the TV’s functionality can be restored:

3.1 Perform a reset

• Pull the TV's power plug from the power socket.

• Disconnect all devices from the TV.

• After at least two minutes, reconnect the power plug again, leaving the external devices disconnected.

• Switch the television on from standby with the power button.

3.2 Connect external Devices

If the TV starts up and the remote control is functional again, the external devices can be connected to the TV again, one by one. Verify after each device is connected if the remote control is still functional. An external device can be the cause of the issue. Ensure that the software of the TV is up-to-date.

To update the TV’s software, proceed with the related article below, ”How to update the software of the TV?”.

3.3 If the TV does not start up or still does not respond to the remote control, proceed with step 4.


TIP: Install the Philips TV remote app on a smartphone or tablet to control the TV

To be able to control the TV when the remote control is defective, proceed as follows:

● Install the Philips TV Remote app on a Smart device:

Open this link on on the Smart device to download the PlayStore app [Android devices]

Open this link on the Smart device to download the iTunes app [IOS devices]

● Pair the app with the TV by clicking the TV model name. Insert the code displayed on the TV into the phone/tablet app.

● The TV can now be controlled via the app on the Smart device.


4. Contact Philips TV Support

If the TV does not respond to the remote control after the steps above, contact the dedicated Philips TV Support department. If possible, please have the following information ready:

• The model number of the TV

• The serial number of the TV

• The purchase date


Related articles:

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Situation

The TV is not responding to the Philips Bluetooth remote control commands.

Checklist

Make sure that:

• the by-packed Philips remote control is used (no universal remote control)
• the software of the TV is up-to-date

Answer

To find out why the TV is not responding to the remote control, follow these steps:

1. Verify if the TV’s ON/OFF button is functional.

Press the button/joystick on the back of the TV to check if the TV responds.

Does the TV respond to the button(s) on the TV itself?

• Yes. Proceed to step 2 to verify the functionality of the remote control.

• No. Proceed to step 3 to check if the TV’s functionality can be restored.

2. Verify the functionality of the remote control

Proceed as follows to check if the remote control is functioning correctly:

2.1 Position sensor

• Two-sided Bluetooth remote controls with keyboard on the back are equipped with a position sensor to recognize if the front or back side is used. As a consequence, the remote control might not work properly when it is hold slanted or sloping. Verify if the remote control works when holding it in a straight horizontal position.

2.2 Pairing

• The pairing of the remote control and the TV might have been lost. Try to pair the remote control with the TV again. For instruction “How to pair the Bluetooth remote of the TV?” see the related articles below.

2.3 Change the batteries
Place new batteries in the remote, preferably alkaline non-rechargeable batteries.

2.4 One side of the remote control stopped working (only for 9002, 8102 and 8602 series)

If one side of the remote control intermittently stops working update the software of the remote control. For instruction “How to update the software of the remote control?” see the related articles below.

2.5 Check TV LED

Does the LED light on the TV light up when pressing the button on the remote control?
• No, the LED does not light up: the remote control is not working correctly. Proceed with step 4.
• Yes. The remote control is working correctly; if the TV still does not respond to the remote control proceed to step 3.

3. Verify the functionality of the TV

Proceed as follows to check if the TV’s functionality can be restored:

3.1 Perform a reset

• Pull the TV's power plug from the power socket.

• Disconnect all devices from the TV.

• After at least two minutes, reconnect the power plug again, leaving the external devices disconnected.

• Switch the television on from standby with the power button.

3.2 Connect external Devices

If the TV starts up and the remote control is functional again, the external devices can be connected to the TV again, one by one. Verify after each device is connected if the remote control is still functional. An external device can be the cause of the issue. Ensure that the software of the TV is up-to-date.

To update the TV’s software, proceed with the related article below, ”How to update the software of the TV?”.

3.3 If the TV does not start up or still does not respond to the remote control, proceed with step 4.


TIP: Install the Philips TV remote app on a smartphone or tablet to control the TV

To be able to control the TV when the remote control is defective, proceed as follows:

● Install the Philips TV Remote app on a Smart device:

Open this link on on the Smart device to download the PlayStore app [Android devices]

Open this link on the Smart device to download the iTunes app [IOS devices]

● Pair the app with the TV by clicking the TV model name. Insert the code displayed on the TV into the phone/tablet app.

● The TV can now be controlled via the app on the Smart device.


4. Contact Philips TV Support

If the TV does not respond to the remote control after the steps above, contact the dedicated Philips TV Support department. If possible, please have the following information ready:

• The model number of the TV

• The serial number of the TV

• The purchase date


Related articles: