TV troubleshooting and FAQs

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

Checklist
Make sure that:
• the by-packed Philips remote control is used (no universal remote control)

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 infrared 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.
• One-sided infrared remote controls without additional keyboard on the back are not equipped with a position sensor.

2.2 Obstacles
Ensure not having any obstacles or blocking objects between the remote control and the TV. Make sure to correctly target the infrared sensor of the TV.

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

2.4 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 (or its batteries) is not working correctly. Proceed with step 2.5.
• Yes. The remote control is working correctly; if the TV still does not respond to the remote control proceed to step 3.

2.5 Camera test
Test the remote control with a digital camera or the camera on a Smart Device. Infrared light cannot be seen by the human eye, but it is visible when looking through the preview screen of a camera or a smart device. Hold the remote control in a straight horizontal position when performing the test.


Note: If the main camera of the IPhone or Android phone is equipped with an IR sensor try to use the front “selfie” cam to perform the test.


• Switch the camer a ON
• Point the infrared LED light of the remote control to the lens of the camera
• Press a button on the remote control. A white light should be visible on the preview screen of the camera when a button is pressed on the remote control.

• If the light is visible, the remote control is producing a signal. Proceed to step 3.
• If the light is not visible, the remote control is not working. Proceed to step 4.

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 remote control commands.

Checklist
Make sure that:
• the by-packed Philips remote control is used (no universal remote control)

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 infrared 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.
• One-sided infrared remote controls without additional keyboard on the back are not equipped with a position sensor.

2.2 Obstacles
Ensure not having any obstacles or blocking objects between the remote control and the TV. Make sure to correctly target the infrared sensor of the TV.

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

2.4 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 (or its batteries) is not working correctly. Proceed with step 2.5.
• Yes. The remote control is working correctly; if the TV still does not respond to the remote control proceed to step 3.

2.5 Camera test
Test the remote control with a digital camera or the camera on a Smart Device. Infrared light cannot be seen by the human eye, but it is visible when looking through the preview screen of a camera or a smart device. Hold the remote control in a straight horizontal position when performing the test.


Note: If the main camera of the IPhone or Android phone is equipped with an IR sensor try to use the front “selfie” cam to perform the test.


• Switch the camer a ON
• Point the infrared LED light of the remote control to the lens of the camera
• Press a button on the remote control. A white light should be visible on the preview screen of the camera when a button is pressed on the remote control.

• If the light is visible, the remote control is producing a signal. Proceed to step 3.
• If the light is not visible, the remote control is not working. Proceed to step 4.

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: