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gordonmuir's avatar
gordonmuir
Tuning in
7 months ago

Remote not pairing to 360 box

Hi there, 

My mother in law is having issues with her 360 TV remote / box. The remote doesn’t seem to want to pair to the box at all. I have tried practically everything possible. We have been on the phone to Virgin countless times. They have sent 3 new remotes out but none of them work. Everytime I try to pair a new remote I receive a message in the top right hand of the TV screen saying “PAIRING FAILED”.

I’m at the point I think the issue lies with the box rather than the remotes, however Virgin have said they ran diagnostic tests on the box and it’s not showing any faults.

They seem to be reluctant to send out an engineer as it may seem like a trivial issue. But she stays herself and sitting watching her TV at night is one of her only pleasures in life! 

I am desperate to fix this issue for her, any help or advice would be greatly appreciated. 

(Only thing I haven’t tried yet is a factory reset on the box as she doesn’t want to lose her recordings, but if this would fix the issue I would try it). 

360
pairing failed
remote
  • gordonmuir's avatar
    gordonmuir
    7 months ago

    Thank you for reply mate. Not 100% sure of exact model (I’ll check tomorrow when I’m down.) I do know it’s a relatively old samsung. 

    I’ll also try factory reset on the box when I’m there tomorrow too. Thanks again. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    7 months ago

    Hi gordonmuir 

    What brand and model of TV does your mother in law have? 

    For example LG 43UQ76906LE, TCL 43C645K, Samsung UE40T5300AEXXU  

    You can factory reset the 360 without losing the recordings.

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

    Keep Recordings
    Format Disk

    Choose Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

    • gordonmuir's avatar
      gordonmuir
      Tuning in
      7 months ago

      Thank you for reply mate. Not 100% sure of exact model (I’ll check tomorrow when I’m down.) I do know it’s a relatively old samsung. 

      I’ll also try factory reset on the box when I’m there tomorrow too. Thanks again. 

    • gordonmuir's avatar
      gordonmuir
      Tuning in
      7 months ago

      Hi, 

      I went back earlier on tonight to try and fix the problem. When I turn the box off the remote pairs for a short period of time then fails again. I tried factory resetting the box (Keep Recordings option) but nothing seems to work. The “Pairing failed” message eventually flashes up on screen. 

      The TV model number is:

      Samsung PS430450A2W

      Greatful for Aany advice to resolve this issue!

      • newapollo's avatar
        newapollo
        Very Insightful Person
        6 months ago

        Hi again gordonmuir 

        Please try the following:-

        Press and hold the TV and Rewind button for around 20 to 30 seconds. This should factory reset the 360 remote and then hopefully automatically pair it with the Samsung TV

        Most TV's can be set up with the 360  by entering the first four characters after the screen size or model name, or by entering four consecutive characters from the model name.

        With your mother in laws Samsung I would try entering  0450 or 0A2W or finally PS43  in Settings > Audio & Video > Pair remote with devices > TV devices > Samsung 

        If that fails then try the key testing method under Audio & Video > Pair remote with devices > TV devices

        Don't just accept the first one that appears to work. Try a few more as (like the older V6 and Tivo boxes) there are often 3 or 4 that will work, some more fully than others.

        I've googled the Samsung PS430450A2W and it seems that the TV is a little long in the tooth so the TV may not be in the 360's remote database. According to this  /samsung/support/model/PS43D450A2W page, the TV was first out in March 22nd 2011 and hasn't received any updates since 11th December 2013.

        It does however have Anynet+ which is Samsung's equivalent to HDMI-CEC which allows connected devices to talk to each other through HDMI, so if it's turned on on the TV it might enable the TV and 360 to recognise and talk to each other. So if all of the above fail then I would try turning on Anynet+.  See screenshot below for instructions on how to enable Anynet+ on the TV.