Symptom

Remote control

Solution

If customers are having problems with a remote control, agents can troubleshoot visually to check if the problem is with remote control or not [e.g. check what brand remote the customer is using, e.g. Samsung Bell, Rogers, TELUS, Universal, etc.]

a.  Smart remote controls:

b.  Check if Jog Switch at the bottom of the TV is working.

c.  Re-pair the Smart Control by press and hold "Return" and "Play/Pause" buttons at the same time

d.  Check if Battery Status in "About This TV" menu (Settings > Support > About This TV)

e.  General remote controls:

f.  Check by looking at the lens part of the remote and press any button.

g.  Infrared [IR] ray is not visible with the bare eye but it is visible with camera lens

h.  This can also be used with Smart Remote, but only "Power Button" in Smart remote is IR signal and the rest of the buttons work using Bluetooth signal

i.  To open Smart remote's battery cover:

j.  Guide customer the location of the "Arrow mark" at the back of the remote

k.  Then tell customer to gently press the "Arrow mark" and slide it downwards