Can't Control Source Device with JubileeTV Remote

overview is this the right guide for you? your jubileetv remote splits its duties between your tv and your connected source devices (like your cable/satellite set top box, media player like roku, etc ) this guide is specifically for users having trouble with source device controls , meaning channel navigation, menus, directional arrows, and play/pause functions are failing having trouble with tv controls instead? if the remote is failing to turn your tv on/off or adjust the volume, those signals go directly to your tv please see can't control tv with jubileetv remote docid\ js1llp0ugkqfp7jyso6tq instead quick checks before diving into hardware troubleshooting, verify that one of these common scenarios isn't causing the issue 1\ test remote battery jubileetv remote press a button on the remote if the red led at the top does not light up, replace the batteries 6 button remote press a button on the remote if the buttons do not light up, replace the batteries 2\ check usage mode (passive mode implications) when the system is set to a passive mode, certain buttons (or entire remotes) are intentionally deactivated to simplify the user experience check your system's current usage mode below to ensure your remote is supposed to be active usage mode jubileetv voice remote 6 button remote interactive mode ✅ active (controls source devices) ❌ deactivated passive mode with original remote(s) ❌ deactivated ❌ deactivated passive mode with simplified jubileetv remote (remote cover) ✅ active (channel up/down only) ❌ deactivated passive mode with 6 button remote ❌ deactivated ✅ active (channel up/down only) important note the "rule of two" for favorites if you are using a passive mode with either the simplified jubileetv remote or the 6 button remote , the channel buttons only cycle through favorited channels you must have at least two favorites configured if you have one or zero, the buttons will be unresponsive see the favorites docid 05hmdmogl4tjcsrkuk9 x for instructions ( for more on usage modes and how to check your system's current configuration, see jubileetv usage modes docid\ vc oz1fvlhxiwevds3ilq ) 3\ verify the tv input if your tv is showing its own "smart tv" menu or a different hdmi input, see the tv is not on jubileetv's hdmi port docid\ w1mjy9t2bsfgll8fh2sc4 and/or setting your tv to start on jubileetv docid\ qrnwkfegyb lsjdecv6zb for steps on how to lock your tv to the jubileetv source what to do next if your remote is marked "deactivated" above it isn't broken! change your usage mode if you want to use that specific remote if you are using the jubileetv voice remote proceed to the jubileetv remote troubleshooting https //docs getjubileetv com/cant control source device with jubileetv remote#jubileetv remote troubleshooting section below if you are using the 6 button remote skip to the 6 button remote troubleshooting https //docs getjubileetv com/cant control source device with jubileetv remote#6 button remote troubleshooting section below jubileetv remote troubleshooting follow these steps if your system is in interactive mode or passive mode with simplified jubileetv remote 1\ r estart console and devices a simple power cycle often forces the console and source device to find each other restarting in person unplug power from both your source device and the jubileetv console wait 30 seconds plug both back in and wait for a full reboot restarting remotely (via telescope app) open telescope, select the actions tab, tap settings under jubileetv destinations, and select "restart " note if restarting remotely, you'll only be able to restart the console (not the source device) test control (after restarting) in interactive mode, press the j button to reach the home screen, select the source device, and test control in passive mode, press channel up/down to test control 2\ verify the remote to console connection ensure the remote is actively communicating with the console by doing any of the tests below console led test press any button on the remote if the console's third led (third one from the camera) blinks, your remote is connected blue j test (interactive mode) press the blue j button if the home screen appears, the remote is connected check the app (admins only) go to hub settings (gear icon), select the details tab, and scroll down to check remote status if your remote is disconnected insert fresh batteries to trigger an auto reconnect if that fails, press and hold the blue j and back buttons together until the top light blinks rapidly, and watch for a "remote connected" message on the tv if connection still fails, contact support https //links getjubileetv com/3qclud if your remote is connected proceed to section 3a https //docs getjubileetv com/cant control source device with jubileetv remote#3a control never worked if you have never been able to control this device proceed to section 3b https //docs getjubileetv com/cant control source device with jubileetv remote#3b control worked but doesnt anymore if control worked previously but stopped 3a control never worked if control has failed since installation, there is likely a configuration error open settings on the jubileetv remote, press guide three times , then the blue j once select your device navigate to devices and select your source device reconfigure follow the instructions in add, change or remove a source device docid\ k hj wde5ymehubp1n6 to reconfigure your source device 3b control worked but doesn't anymore if your remote previously worked, check your physical connections and control types step 1 verify hdmi connections the jubileetv console controls devices based on the specific hdmi port they are plugged into if a cable was unplugged and moved to a different port, the remote commands will no longer reach that device identify the port open console settings (guide x3, blue j x1) or use telescope (actions > settings) navigate to devices look for your device name (e g , "directv") and note its assigned port (hdmi 1, 2, or 3) check the cables look at the back of the console and ensure the hdmi cable from your device is physically plugged into that exact port try using the remote again step 2 determine control type from console settings, select devices, choose your source device, and note its control type follow the matching section below if control type is ir (infrared) if your control type is listed as ir , the jubileetv console communicates with your device using light signals sent from the console to your device physical blockages are the most common cause of control issues clear the path ensure no decor or closed cabinet doors are blocking the front of the console or source device adjust positioning pull the device forward toward the shelf edge to better "see" bouncing ir signals install ir blaster cables (recommended) plug the included ir blaster cable into the console stick one of the small emitters directly in front of your source device’s ir receiver window (usually a small, shiny dark spot) the ir blaster cable includes two emitters we recommend placing the second emitter directly in front of your tv’s ir receiver window to ensure consistent power and volume control if control type is ip (internet protocol roku only) reconfigure ip control press guide x3, blue j x1 navigate to devices > \[your roku] > control settings > change control type select ip and follow the prompts note you must use the original roku remote for this step, as telescope navigation will be offline if control type is cec (apple tv, fire tv, google tv) check for cec collisions unplug all other devices from the tv except the jubileetv console to see if control returns refresh your tv's cec settings use your tv's original remote to open tv settings and follow the instructions in enable or refresh tv's cec settings https //docs getjubileetv com/the tv is not on jubileetvs hdmi port#refreshcec refresh source device cec nudge the device to recognize the connection by toggling its cec setting on and off get to your device's cec setting using the steps below apple tv settings > remotes and devices > control tvs and receivers fire tv settings > display & sounds > hdmi cec device control google tv settings > display & sound > hdmi cec the 2 minute reset unplug the tv, console, and source device from wall power wait 2 full minutes plug them back in exactly this order tv, console, source device replace hdmi cable cec is sensitive if the cable is old, replace it with a "premium high speed" (hdmi 2 0 or higher) cable if control type is bt (bluetooth) reconfigure bt control press guide x3, blue j x1 go to devices > \[device name] > control settings > change control type select bt and follow prompts note you must use the original source device remote for this step 6 button remote troubleshooting proceed below if your system is in passive mode with 6 button remote important only 6 button remotes purchased directly from jubileetv will work with your console remotes from other retailers are not compatible see 6 button remote docid 858pbb7qnzx8k7j81fblx for more details purchase the 6 button remote here https //links getjubileetv com/13oh3e 1\ r estart console and devices restarting in person unplug power from both the source device and console wait 30 seconds plug both back in and wait for a reboot restarting remotely open telescope, go to actions > settings > restart note if restarting remotely, you'll only be able to restart the console (not the source device) test control press the channel up/down button to test source control 2\ verify remote to console line of sight test signal point the 6 button remote at your console and press a button check led if the console's third led blinks, the remote is connected if the led does not blink, your remote is faulty contact support https //links getjubileetv com/3qclud for a replacement if you've verified that remote to console line of sight is good proceed to section 3a https //docs getjubileetv com/cant control source device with jubileetv remote#6bneverworked if you have never been able to control this device proceed to section 3b https //docs getjubileetv com/cant control source device with jubileetv remote#6busedtowork if control worked previously but stopped 3a control never worked open settings on the jubileetv remote, press guide three times , then the blue j once select your device navigate to devices and select your source device reconfigure follow the instructions in add, change or remove a source device docid\ k hj wde5ymehubp1n6 to reconfigure your source device restart console once your device is reconfigured, select restart from the main settings menu 3b control worked but doesn't anymore step 1 verify hdmi connections check settings using the standard jubileetv remote, open settings (guide x3, blue j x1) go to devices and note the assigned hdmi port (1, 2, or 3) check cables ensure the physical hdmi cable on the back of the console matches this assigned port exit settings press the "back" button on the standard remote until you return to the live tv passthrough screen step 2 verify console to source line of sight almost all devices in this passive mode use ir (infrared), with rare exceptions like the directv stream gemini air (bluetooth) if ir (infrared) ensure nothing is blocking the console and source device pull the device to the edge of the shelf for best results, install the included ir blaster cable by plugging it into the console and placing one of the emitters directly in front of the source device's ir window if bt (bluetooth directv stream gemini air) using the standard jubileetv remote, open settings (guide x3, blue j x1) go to devices > \[device name] > control settings > change control type select bt and follow prompts using your source device's original remote still need help? if the steps above do not establish control of your device, please contact jubileetv support https //links getjubileetv com/3qclud