How to troubleshoot your Smart Remote when it is not working

Troubleshooting Your Samsung Remote Control

Step 1. Reset the remote.

• Battery-powered remotes: 
  • Remove the batteries. 
  • Hold the Power button for 8 seconds to reset. 
  • Reinsert the batteries and test the remote. 
  • Refer to the user manual for battery compartment access. 

• Solar-powered remotes (2021 or newer TV models): 
  • Press and hold Return and Enter (center of the navigation pad) for 10 seconds. 
  • Pair the remote with the TV again (see Step 3).

Step 2. Check if the remote is sending an IR signal

• Use a digital camera or your phone/tablet camera.
• Point the remote at the camera and press/hold the Power button.
• Observe the camera screen for a colored IR light:
  • If no light appears:
    • Replace the batteries with fresh ones.
    • If the issue persists, replace the remote. 
  • If your remote is not a Smart Remote and the IR light appears:
    • Turn on the TV using its built-in controls.
    • Point the remote directly at the Samsung logo and test again.
    • If it still doesn't work, visit our Support Center for service.

Step 3. If you have a Smart Remote, try to pair it with the TV.

• Reset the Smart Remote:
  • Press and hold Return and the button diagonally up and to the right of Return (usually a button with 4 colored dots).

• Pair the Remote: 
  • Stand within 1 foot of the TV. 
  • Press and hold Return and Play / Pause simultaneously for at least 5 seconds until a pairing message appears on your TV.

• If Pairing Fails: 
  • Unplug the TV for 30 seconds, then plug it back in. 
  • Repeat Step 2 to pair the remote. 
  • If pairing still fails, contact us for further assistance

Step 1. Check the remote control.

The issue could be with the remote control itself. Check if any of the buttons are stuck or not functioning properly. If your remote control uses batteries, take them out. If your TV came with a solar remote, let it charge for a little while.

Step 2. Unplug the TV.

With the TV powered on, unplug the TV from the wall outlet. If the TV has a One Connect Box, unplug it as well.

Step 3. Clean the touch controls.

While the TV is unplugged, use a microfiber cloth to wipe down the touch controls on the bezel of the TV.

Step 4. Plug the TV back in.

Plug the TV back in. Use the touch controls on the bezel to turn the TV back on. If the issue still occurs, visit the Support Center request service.

Step 5. Try the remote control again.

If necessary, replace the batteries in the remote control with new ones and test the functionality. If the abnormal behavior begins again, there is a problem with your remote and it will need to be 

If an external device does not turn on when the Power button on the Samsung remote is pressed, check the following.

Step 1. Confirm Universal Remote Setup has been completed.

Step 2. Confirm the current source and the source the external device is connected to are the same.

If these steps do not resolve the issue, the external device may be sending a "blank image" to the TV. Even though the device is powered off, it is still sending a signal to the TV indicating that it is receiving power. This causes the TV to think the device is powered on, and it won't send the "Power On" signal to the external device.

Power cycle the device using its own remote or Power button. This should allow it to show an image on the screen again. You may need to contact the manufacturer of the device to further troubleshoot the device. 

The One Connect Box sends IR signals from the front and sides. Check the location of the external device and the One Connect Box. The universal remote will not be able to control the device if any of the following are true.

• The external device is located in a different compartment than the One Connect Box.

• The external device is located behind the One Connect Box. 

Step 1. Remote stops working after using the SmartThings TV app

There is an issue with the current version of the SmartThings app on 2022 TVs (B models). After registering devices on the SmartThings app, it disrupts the IR signal for the TV remote, causing it to not respond properly. An update is coming to the SmartThings app to correct this issue (and should be installed automatically when available) but the following steps will assist you with a temporary solution.

Step 2. Turn the TV off and back on using the Power button on the TV itself.

The button is usually located in the center under the Samsung logo, but refer to your model's user manual to confirm.

Step 3. Turn off device notifications in the SmartThings TV app.

1. Navigate to and open the SmartThings TV app.

2 .Select Settings in the top right corner of the screen.

3 .Select About SmartThings, and then select SmartThings Guide.

4. Select Do not receive new device notifications.

Step 4. Exit the SmartThings app.

The remote should work properly again. Service is not required.