My remote isn't working. What should I do?
First, check to see if the remote is connected to your television. Before you begin, identify which version of the Xumo TV interface you have. This will help ensure you follow the correct steps for your device.
There are two ways to identify your version:
- Press the
button on your remote or scroll down to the Settings tile on your home screen.
- If the first item in the Settings menu is Closed captions, follow the instructions for the Berry version.
- If the first item in the Settings menu is Picture and sound, follow the instructions for the Teal version.
- Look for one of the following logos in the top-left corner of your TV screen:
-
If you see this logo, follow the instructions for the Berry version.
-
If you see this logo, follow the instructions for the Teal version.
Once you've identified your version, follow the corresponding instructions below.
Steps for the Berry version:
Step 1: Check your remote’s status
First, check if your remote is already paired to your Xumo TV.
- Press the
- If your remote has the
- Scroll down and select Remote.
- If you see a green checkmark and the message "Paired and Connected," your remote is ready.
- If you do not see this status, continue to Step 2 to pair or re-pair your remote.
Step 2: Pair your remote
Primary Pairing Method
This method uses the on-screen prompt after checking the status:
- Navigate back to Settings > Remote.
- Scroll down to Pair Your Remote to Your Xumo TV and press the center (OK) button.
- Follow the on-screen instructions, which will prompt you to press the Voice button on your remote to complete pairing.
- A success message, "Success! Your remote is ready to go," will appear on the screen when the pairing is complete.
Alternative Pairing Method
If the primary method doesn't work, try the one that matches your remote model:
| If your remote HAS a |
If your remote DOES NOT HAVE a |
| 1. Hold the 1 and 3 buttons for three seconds. | 1. Hold the |
| 2. Wait 10 seconds for the "Success" message to appear. | 2. Wait 10 seconds for the "Success" message to appear. |
Note: If your device is not paired, the voice search functionality will not work.
Step 3: Unpair and reset your remote
If your remote is unresponsive or pairing consistently fails, you will need to reset and re-pair it.
Before resetting, you can intentionally unpair the remote from the TV.
To unpair your remote:
- Navigate back to Settings > Remote.
- Select Pair Your Remote to Your Xumo TV.
- Press Continue when prompted to unpair.
To reset your remote:
| If your remote HAS a |
If your remote DOES NOT HAVE a |
| 1. Press and hold the |
1. Press and hold the |
| 2. Press 9, then 8, then 1. | 2. Follow Step 2 to repair your remote. |
| 3. Wait for the LED to flash red. The remote is now reset. | |
| 4. Follow Step 2 to repair your remote. |
Steps for the Teal version:
Step 1: Check your remote’s status
- On your Xumo TV, scroll down to the Settings menu. If your remote has the
- Scroll over and select Connected devices.
- Select Remote.
- Click on Connect your remote to your device and press the center (OK) button on your remote.
- If your remote is already connected, you’ll see a banner at the top of the screen that says:
“Your remote is already connected. If you are having issues, you’ll have to reset it.”
→ Skip to Step 3 - If your remote is not connected, continue to Step 2.
Step 2: Pair your remote
- If you select Connect your remote, it will take you to the Connect your remote screen.
- Press the
button on your remote to connect via Bluetooth. You will get a screen saying “We’re connecting your remote,” then another screen saying “You are connected” once it has finished connecting.
Note: If your device is not paired, the voice search functionality will not work.
Step 3: Reset and re-pair (if needed)
| If your remote HAS a |
If your remote DOES NOT HAVE a |
| 1. Press and hold the |
1. Press and hold the |
| 2. Press 9, then 8, then 1. | 2. Repeat Step 2 to repair your remote. |
| 3. Wait for the LED to flash red. The remote is now reset. | |
| 4. Repeat Step 2 to repair your remote. |
If you’re still having trouble, replace the batteries in your remote. If your TV is not turning on, visit Troubleshooting your Xumo TV for information on how to troubleshoot and manage power settings.
Frequently asked questions about voice remotes and replacement
What can I do with my Xumo TV Voice Remote?
Your advanced voice remote helps you to find what you want faster by using voice commands. Change inputs and find the right title or genre without switching apps or services, just with your voice!
To use a voice command:
- Press and hold the
on your remote
- Say a command into the microphone at the top of your remote
- Release the button after you’re finished and let Xumo do the work!
Here are some voice commands you can say to get started:
Search across apps
- “Kids TV”
- “Free movies”
- “News”
- “Comedy”
- “Football”
- “Music”
- “Tom Hanks”
Control your device
- “Pause”
- “Fast forward”
- “Rewind”
- “Play”
Manage your Xumo subscriptions
Note: These are subscriptions that you have signed up directly using your Xumo account.
- “Manage subscriptions”
- “My subscriptions”
Why doesn’t my voice remote recognize my voice commands?
If your voice remote isn't working, the fix usually involves three simple steps: checking your internet, making sure you're speaking clearly, or finally, resetting the remote.
Check your internet connection
Voice commands only work when your device is online. To verify your status, go to Settings > Network and look for a green checkmark indicating "online."
If offline, try reconnecting or restarting your modem/router.
Confirm proper remote use
If you are online but your remote isn't working, ensure proper usage:
- Speak Clearly: Use a natural, conversational volume.
- Position: Hold the remote 1–8 inches from your face.
-
Action: Press and hold the
- Reduce Noise: Minimize background noise for better recognition.
3. If problems continue:
- If issues persist, follow the instructions to reset and repair your remote.
- If that still doesn't resolve the problem, consider other sources of ambient noise that may be interfering with commands.
Why isn’t the power button on my remote working?
If your power button isn't working, check your line of sight, wait for the TV to boot up, or reach out for help.
Check line of sight
- Make sure your remote is pointed directly at the TV.
- Confirm the bottom of the TV is free of obstructions.
- Try pressing the power button again.
Wait for boot-up
- If the TV is currently booting up (starting), it won't respond to the power button (on the remote or the TV panel).
- This process takes about 60 seconds.
- If the power button still doesn't work after checking the line of sight, wait 1 minute and try again.
If problems continue:
- If you're still having trouble after following the steps above, select Start Chat to talk to a Xumo agent live.
- As a last resort, try restoring your TV to the factory settings. See Troubleshooting your Xumo TV to learn how.
I lost my voice remote. How do I get a new one?
Depending on your TV manufacturer, contact either Hisense, Element, Pioneer, Sharp, or Westinghouse to have a replacement remote shipped to you. Additional fees may apply.
You can also set up your Xumo TV mobile app and use the virtual remote while you wait for your replacement.