/
STB remote not working

STB remote not working

Owned by Kaja Gril
Last updated: May 19, 2023

 Issue

The STB is booting and loads TV channels or Dasboard with menus, but it the STB remote is not working. None of the buttons work on the tv, there is only a static image and nothing changes.

 Solution

 

To troubleshoot the connection between the Set-Top-Box (STB) and the STB remote, consider the following options for your remote connection: IR dongle, RS232 connection or wireless.

Are all the cables working correctly? (YES/NO)

YES – move to the next step.

NO - If the cables are not working correctly, follow these steps:

  • Ensure that all cables are properly plugged in, both for power and data connections.

  • Reset the Set-Top-Box (STB) by unplugging it from the power source, waiting for a few seconds, and then plugging it back in. This can help resolve any temporary issues.

  • Verify that the IR cable is inserted in the correct input on the STB. It should be connected to the IR input, not the AV hole. Ensure it is securely connected.

  • If you are using an RS232 connection, make sure there is a proper cable connection between the TV and the STB.

By following these steps, you can address common issues related to incorrect cable connections and ensure that the STB functions properly.

 

Is the remote control functioning? (YES/NO)

YES - To verify if the remote is working, you can perform the following steps:

  • Press any button on the remote while observing the Set-Top-Box (STB). If the remote is functioning correctly, a light on the STB should flicker in response to the button press.

  • Alternatively, you can use the camera on your phone to check the remote. Point the remote at the camera and press any button. If the remote is working, you should see a red light emitting from the remote's infrared (IR) transmitter on the camera screen.

  • If you observe the flickering light on the STB or the red light on the phone camera, it indicates that the remote is operational. If not, further troubleshooting steps may be required.

NO – There is no response from the remote:

  • The first step is to replace the batteries and try again.

If the remote still doesn't work, you can test another working remote on the same set-top box (STB). If the other remote successfully operates the STB, it indicates that the TV remote is faulty and may need to be replaced.

 

Using IR dongles

 

The dongles are attached to the TV in the front and send signals to the STB in the back. The xable is connected to the STB IR hole.

Only power and volume buttons work. (YES/NO)

YES - The remote can be programmed and controls functions like mute, volume, and others through an IR cable. Ensure that the STB has an IR extender cable connected to the TV or attached to it. If this cable is faulty, it will not send commands to the STB. To troubleshoot, try pointing the remote directly at the STB without using the IR cable. If it works in this case, it indicates a problem with the cable. Consider replacing the IR dongle to resolve the issue.

NO - If none of the buttons on the remote are functioning, you can try using another remote that you know is working. This will help determine if the issue is due to weak batteries or improper button programming. If the new remote also fails to work, it is recommended to contact support for further assistance. You can reach out to support@nevron.eu for help with troubleshooting and resolving the issue.

 

Only the power button and volume are NOT working. (YES/NO)

YES - The remote has programmable buttons. It needs to be paired again with the original TV remote, you will need to consult the manual specific to your remote model. Please refer to the following : https://nevron.atlassian.net/wiki/spaces/SDKB/pages/799899702 Contact the Nevron support team for help support@nevron.eu.

NO - If none of the buttons on the remote are working, try using another remote that you know is functioning correctly. This will help determine if the issue is related to weak remote batteries or buttons that haven't been programmed. If the alternative remote also fails to work, it is recommended to contact customer support for further assistance. They will be able to provide guidance and help troubleshoot the issue.

 

Using data cables (Samsung) or DB-9 connectors (LG)

 

These cables are connected between the STB and TV. Means you point to TV in front and TV will send command further to STB over the cable connected in IR hole.

Only power and volume buttons work. (YES/NO)

YES - This indicates the remote has programmable power, mute and volume buttons and other buttons work through the data /db-9 cable. Check if the cables are properly inserted into the STB. If yes, that means that this cable is not working and not sending commands to the STB. If you point the remote directly towards the STB, it should work. Replace the cable.

NO - If none of the buttons on the remote are functioning, you can try using another known working remote. This will help determine if the issue is related to weak batteries or unprogrammed buttons. If the alternative remote also fails to work, it is advisable to contact customer support for further assistance. They will be able to provide guidance and help resolve the issue.

 

Only the power button and volume aren’t working. (YES/NO)

YES - The remote has programmable buttons. It needs to be paired again with the original TV remote, you will need to consult the manual specific to your remote model. Please refer to the following : https://nevron.atlassian.net/wiki/spaces/SDKB/pages/799899702 Contact the Nevron support team for help support@nevron.eu.

NO - If none of the buttons on the remote are working, try using another remote that you know is functioning correctly. This will help determine if the issue is related to weak remote batteries or buttons that haven't been programmed. If the alternative remote also fails to work, it is recommended to contact customer support for further assistance. They will be able to provide guidance and help troubleshoot the issue.

 

 

Using rs232 communication with data cables or DB-9 connectors

 

These cables are used to establish a connection between the Set-Top Box (STB) and the TV, allowing for RS232 communication. In this setup, you can point the remote towards the TV in the front, and the TV will relay the commands to the STB through the cable connected to the RS232 port.

Remote pointed directly towards the STB works but when pointed towards the TV it doesn’t. (YES/NO)

YES –

  • Perhaps the cable is not working. Replace with another and try again.

  • This indicates that in the IPTV administration under the menu System > Device Settings > Devices, the right remote type for that STB is not set. Set proper settings, STB refresh and reboot STB 2x.

  • Perhaps the rs232 service on the STB has stopped working. This is rare. Reboot the STB and try again.

NO - If none of the buttons on the remote are working, try using another remote that you know is functioning correctly. This will help determine if the issue is related to weak remote batteries or buttons that haven't been programmed. If the alternative remote also fails to work, it is recommended to contact customer support for further assistance. They will be able to provide guidance and help troubleshoot the issue.

To check if rs232 service is turned on and if proper remote is set:

rstb all get prop:persist.irev232.driver rstb all get prop:persist.remotecfg.model

 

Nevron Support Team

If you have exhausted all troubleshooting options and are still unable to resolve the issue, you can reach us on support@nevron.eu or submit a ticket at https://nevron.atlassian.net/servicedesk/customer/portal/1/group/1/create/1 Please provide detailed information about the problem you're experiencing, including any relevant error messages or system details. We appreciate your patience and will work diligently to resolve your concerns.

 

 Related articles