Can't Control Source Device with Telescope

overview is this the right guide for you? when using the telescope feature, the jubileetv console sends commands to both your tv and your connected source devices (e g , cable/satellite boxes, roku, apple tv) this guide will help you troubleshoot source device controls you are in the right place if you are using telescope and functions like channel navigation, menus, directional arrows, or play/pause are failing having trouble with tv controls instead? if you cannot turn your tv on/off or adjust the volume, those signals go directly to your television rather than the source device please see our guide can't control tv with telescope docid\ judztmffwixx0nsarvrlc instead troubleshooting steps follow the steps below to isolate the issue and get telescope up and running step 1 verify the system is in interactive mode to effectively troubleshoot telescope controls, start by ensuring the system is in interactive mode the primary admin or a contact admin can check and update this setting directly from the jubileetv app open the jubileetv app and tap the three dots in the top right corner to open the account menu locate your current usage mode (displayed in green) if the current mode is interactive mode , proceed to step 2 if the current mode is not interactive mode, tap usage mode and follow the on screen steps to change it related articles jubileetv usage modes docid\ vc oz1fvlhxiwevds3ilq step 2 check jubileetv remote now that the system is in interactive mode, we need to test if the physical jubileetv voice remote is able to control the source device if you are not on site, ask the tv user or someone else present to test the remote which buttons to test you can test any buttons that directly control the source device media players (roku, apple tv, fire tv, etc ) directional arrows ( up/down/left/right ) or ok / select cable / satellite boxes channel up / down buttons important do not test volume , mute , or tv power these commands are sent directly to the tv rather than your source device how did the remote perform? if the jubileetv voice remote and telescope don't work both the remote and telescope send instructions to your devices via the jubileetv console if the physical remote isn't working either, the console is struggling to communicate with the source device please follow the instructions in can't control source device with jubileetv remote docid\ aeir7ezbnmwgpfrcgdhfu resolving that connection will automatically fix your telescope issue if the jubileetv voice remote works (but telescope does not) this means the console is successfully communicating with your source device, and telescope is experiencing an isolated issue please contact jubileetv support https //getjubileetv com/pages/customer support via phone or email for further assistance