Can't Control TV with JubileeTV Remote

overview this guide covers what to do if your jubileetv remote is not reliably controlling the television's basic hardware functions listed below power on/off volume up/down mute note if the system is set to a passive mode , certain buttons on the jubileetv remote—or the remote itself—may be deactivated to simplify the user experience for more details, please see our guide on jubileetv usage modes docid\ vc oz1fvlhxiwevds3ilq is this the right guide for you? before troubleshooting, please check if your issue falls into one of the categories below i can't control my source device commands like channel up/down , the d pad (up, down, left, right arrow buttons) , and play/pause are sent from the jubileetv console directly to your source device, not the tv if your power and volume buttons work, but these buttons do not, please see can't control source device with jubileetv remote docid\ aeir7ezbnmwgpfrcgdhfu if the tv is on the wrong input (you don't see jubileetv ui) if your tv is showing its own "smart tv" menu or a different hdmi input make sure that cec is enabled on your tv (if available) see the tv is not on jubileetv's hdmi port docid\ w1mjy9t2bsfgll8fh2sc4 press the j button the console will attempt to "force" the tv back to the correct jubileetv input if the screen does not change, see setting your tv to start on jubileetv docid\ qrnwkfegyb lsjdecv6zb for steps on how to lock your tv to the jubileetv source 1\ restart the jubileetv console a simple "power cycle" often resolves communication issues between the console and the tv restarting in person unplug the power cable from the back of the jubileetv console wait 30 seconds to allow the memory to clear plug the console back in and wait for the system to fully reboot test use the physical jubileetv remote to try the power, volume, and mute buttons restarting remotely if you are problem solving remotely, you can trigger a restart through the app press the gear icon next the room name on the home screen press details select " restart console " test once the reboot is complete, try the power , volume , and mute buttons from telescope if power/volume controls work through telescope, ask your loved one to test the same buttons on the jubileetv remote if power/volume work via telescope, but do not work when sent from the jubileetv remote, continue to verify the remote to console connection https //docs getjubileetv com/cant control tv with jubileetv remote#2 verify the remote to console connection if power/volume controls do not work through telescope, skip to verify line of sight https //docs getjubileetv com/cant control tv with jubileetv remote#3 verify line of sight 2\ verify the remote to console connection ensure the jubileetv remote is talking to the console the "blue j" test press the blue j button if the jubileetv home screen appears on your tv, your remote is connected check the app if you are the primary admin or a contact admin, you can reliably check the remote to console connection by going to hub settings select the gear icon to the right of the room name on the app home screen select the details tab scroll down to the remote section and check the remote status if the remote is connected but you are unable to bring up the jubileetv interface by pressing the blue j button, see setting your tv to start on jubileetv docid\ qrnwkfegyb lsjdecv6zb to get your tv to the jubileetv input if your remote is disconnected see if the solutions below establish the remote to console connection replace batteries insert fresh batteries the remote should reconnect automatically manual pairing press and hold the blue j and back buttons together until the light at the top blinks rapidly watch for a "remote connected" message on the tv if you were unable to establish the remote to console connection, please contact support https //getjubileetv com/pages/customer support for further assistance if you've established the remote to console connection but still cannot control your tv, please continue to step 3 below 3\ verify line of sight the jubileetv console communicates with your tv using light signals (ir) sent from the console to your tv physical blockages are the most common cause of control issues note for a deeper understanding of this technology, read how ir control works with jubileetv docid\ xcasmo3ht 43x0 kftnm2 step 1 clear the path ensure there are no physical obstructions—such as decor, books, or closed cabinet doors—blocking the front of the jubileetv console or the front of your tv ir signals require a clear "line of sight" to function step 2 adjust device positioning if the console is tucked inside a shelf or behind other equipment, pull it forward toward the edge this allows the console to better emit the ir signals into the room so they can bounce off walls and reach the ir receiver on your tv step 3 install ir blaster cables (recommended) for the most reliable connection, use the ir blaster cable included with your jubileetv this provides a direct path for the signal to reach your tv, eliminating the need for signals to bounce off walls or furniture to reach your tv's receiver connect to console plug the ir blaster cable into the port on the back of the jubileetv console position the emitter place one of the small, dome like emitters on the shelf directly in front of your tv's ir receiver window tip the ir receivers on tvs are often located at the bottom of the screen perform a control test use the jubileetv remote to see if it now controls the tv (try power on/off, volume up/down, and mute) secure the emitter once control is confirmed, use the adhesive backing to stick the emitter in place note the ir blaster cable includes two emitters if your source device(s) communicate via ir, we recommend placing the second emitter directly in front of the ir receiver window of your device to ensure consistent control 4\ verify tv brand configuration if the console is configured for the wrong tv brand, it will send signals that your television cannot understand this typically happens if the wrong brand was selected during initial setup or if the tv has been replaced to check your configuration open console settings using the physical remote press guide three times, then the blue j button once using the app (telescope) type "settings" into the command field locate the 3 hdmi input ports on the back of your jubileetv console navigate to devices select devices check tv check that the configured tv matches the tv being used with the console how to fix a mismatch if you have a new tv see configure a new tv docid\ lsuuyafsml3h4zbuiqudm for a complete guide on moving your console to a new television if the brand is incorrect select the tv from the menu, choose reset tv configuration , and follow the on screen instructions to select the correct brand if the brand is correct if the brand is right but the tv won't respond, the console might be using the wrong ir code set some tv brands use different codes for different models to fix this, select reset tv configuration and follow the on screen prompts the brand is correct, but i still can't control the tv some tv brands have different ir codes sets used with different tvs in their product line up if this is the case, it may be that jubileetv is set to control the tv using the incorrect set of ir codes to fix this, choose reset tv configuration , and follow the on screen instructions to select the correct brand still need help? if the steps above do not establish control of the ju, please contact jubileetv support https //getjubileetv com/pages/customer support