Support>Remote>Something’s not working with my remote. How can I fix it?
Something’s not working with my remote. How can I fix it?

My remote lets me navigate, but I am experiencing other issues. What should I do?

Try checking your batteries and replacing them if they’re low. To check the batteries in your remote, go to Settings > Remote > Overview on your device. If the battery icon is red or yellow, it’s time to replace the batteries. 

NoteIf you have a remote from Xfinity, you will hear a beep rather than seeing a light.


My voice remote isn’t turning on the device, or nothing happens after I press the home-iconwhen the screen is on. What should I do?

  1. Make sure the device is on: If the screen is black and the red light is on (typically located at the bottom section of the TV), press the Power button to turn on the device.

  2. Check if your remote is connected to the device: Press the home-icon and look at the color of the light on the top of the remote.

    • Light is green – check if your remote is working, if not, first try to replace your batteries, then follow the steps below to reset your remote.

    • Light is red, or green, then red – First reset your remote, then pair your remote.


How do I reset my remote?

  1. Hold the ← and + buttons for 3 seconds until the light at the top of the remote turns solid green.

  2. Press 9, then 8, then 4 (the light will blink red a few times and then turn off).

  3. With your Remote Control pointed towards your device, try pressing the home-icon, then other keys to make sure your remote is working properly.

Note: Voice control may not work until you pair your remote. 


How do I pair my remote on Xumo TV?

When first setting up your device, make sure you have a clear line of sight between the remote and the device.

  1. Press the settings icon (with your remote pointed towards your device).

  2. Scroll down and select Remote.

  3. Scroll down and select Pair your remote to your TV and follow the onscreen instructions.

  4. If pairing fails, turn off your device and unplug it from the power source, then try the reset remote steps again. Afterwards, plug the device back in and turn on the TV. Repeat the pairing remote steps 1 to 3.


How do I pair my remote on Xumo Stream Box?

When first setting up your device, make sure you have a clear line of sight between the remote and the device.

  1. Press and hold the 1 and 3 buttons on your remote until the light on the remote turns  green (about 3 seconds).

  2. Press up or down on the remote to verify that it's paired. Repeat process, if needed.


Why doesn’t my voice remote recognize my voice commands?


Voice commands only work when your device is connected to the Internet. To check if your device is online, go to Settings > Network and look for a green checkmark that says “online.” If it’s not there, you might want to try reconnecting to the internet or restarting your modem or router.


If your device is connected but your remote still isn’t recognizing your voice commands, make sure you’re speaking clearly and at a natural, conversational volume. Hold the remote 1-8 inches away from your face and press and hold down the microphone icon button until you’re done talking. Reducing background noise can also help your device recognize your commands.


If you’re still having trouble, and you have changed your batteries, consider whether there are other sources of noise that may be interfering with your voice commands.


I lost my voice remote. How do I get a new one?


If you own a Xumo TV: Depending on your TV manufacturer, contact either HisenseElement, or Pioneer to have one 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.


If you own a Xumo Stream Box: Contact a Xumo agent via the “Start chat” button below. A Xumo agent will be happy to assist.

If you own a Xumo Stream Box from Xfinity: Contact Xfinity Support.


Something’s not working with the remote in my Xumo TV mobile app. How can I fix it?


The Xumo TV mobile app only works with Xumo TV devices.


If your Xumo TV mobile app isn’t working, try the following steps.

  • Delete and re-install the app on your mobile device.

  • Make sure your mobile device has the latest update installed.

  • Check that your TV and mobile device are connected to the same Internet network; Restart your TV (go to Settings > Power Preferences > Restart) if your TV is not discoverable.

  • Unpair your mobile device from your TV and pair it again.


Note: The  Xumo TV mobile app can only pair if the TV is fully activated, and you can see the Home screen.

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