Pair remote with devices not working

[FoxyRhino]

Just got new remote today to upgrade our 2 V6 boxes to V360. All went fine with pairing the main TV (an LG smart TV) so that the volume, TV power and mute buttons work on the V6 remote for the TV.

However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices"  instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer. 

Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote. 

Tried ringing Virgin's help desk tonight but after an hour, they couldn't give me an answer. 

[newapollo]

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@FoxyRhino wrote:

However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices"  instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer. 

Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote. 

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Hi FoxyRhino 

Have you tried rebooting the 360?

Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics 

Although it's a new 360 remote, have you tried putting in new batteries?

Have you tried pairing the remote that's working with the LG TV with the Alba TV? 

Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.

[FoxyRhino]

Hi Dave

Have you tried  the 360? Yep - first thing I tried 

Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics. Can get Iplayer working so definitely connected to internet.

Although it's a new 360 remote, have you tried putting in new batteries? It's not the remote that's faulty (every other button works)

Have you tried pairing the remote that's working with the LG TV with the Alba TV? Yep, tried that.

Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.

It's not the pairing between the remote and the V360 box that's the problem. It's that I don't get the screen from this menu option that I posted before (one with an option to select a TV and one with a sound bar), I just get this screen. What I don't understand is that pairing a remote to a TV shouldn't need any internet connection - it's something the old One For All remotes used to do when there wasn't such a thing as a Smart TV. 

Also, if I leave the screen with the spinning wheel, the box eventually gives a message about no internet connection and then resets (it seems to do this even if I come out of the pairing menu straight away when it doesn't bring up the option to select a TV manufacturer and then reboots about 5 minutes later). 

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@newapollo wrote:

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@FoxyRhino wrote:

However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices"  instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer. 

Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote. 

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Hi FoxyRhino 

Have you tried rebooting the 360?

Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics 

Although it's a new 360 remote, have you tried putting in new batteries?

Have you tried pairing the remote that's working with the LG TV with the Alba TV? 

Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.

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e

[roy247]

You could try connecting the Alba TV to the working 360 and see if it will pair to that to rule out a possible box problem.

If it does pair with the other box you could try a factory reset of the box that isn't pairing using the keep recordings option if you haven't already tried doing that.

[FoxyRhino]

Got the screen to select Pair TV this morning but then getting this screen after it scans for device. I'm still not sure what it is trying to connect. Does the box actually sense what TV is plugged into it (if I could only get a screen where I can select the TV model, I could do that). Or is the problem a connection between the box and my Virgin remote?

 

[FoxyRhino]

Tried factory reset a few times and no luck. It's quite a bit of hassle to connect the Alba TV to my other box to be honest. 

What I don't quite understand is how the pairing works. The Alba TV is connected to secondary V360 box by an HDMI cable so there's no internet involved. Every other button on the remote works with the box except the TV off button and the volume up, down and mute buttons. 

Unless the error code CS99993 rectifies itself (and doing some googling, that doesn't seem too likely), I might just be stuck with using my TV remote to change the volume for now. 

[newapollo]

@FoxyRhino wrote:

The Alba TV is connected to secondary V360 box by an HDMI cable so there's no internet involved. 

Unless the error code CS99993 rectifies itself (and doing some googling, that doesn't seem too likely), I might just be stuck with using my TV remote to change the volume for now. 

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Hi again @FoxyRhino 

In a previous post in response to me suggesting that you 'Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics.  you replied, ' Can get Iplayer working so definitely connected to internet.'

The above quote by yourself which I've highlighted in bold red suggests that the secondary 360 box (the one your Alba TV is connected to) doesn't have an internet connection.  If that's the case then I don't understand how iPlayer is working on that 360 box as all the apps require an internet connection, either by ethernet cable or by wifi, as does playing programs from On Demand or Catch Up Services. .

The error code CS99993 normally occurs when some services are temporarily unavailable (as per your screenshot)

However that error code can also occur when there is no internet connection to the device. The 360 box also uses the internet to retrieve, set and update various settings such as obtaining codes for pairing remotes (which if the 360 wasn't connecting to the internet would also explain the spinning wheel you saw previously)

Your 360 can be connected to the internet (but the box mistakingly thinks it isn't) and therefore still display the CS9993 error preventing you progressing any further.  This is normally solved by rebooting the 360.

If is is being caused by the internet then it's best to connect by ethernet, or if using wifi then try and use the 2.4GHz band which travels further and has a stronger signal than the 5GHz band  

[FoxyRhino]

Hi @newapollo

I can confirm the secondary box IS definitely connected by Wifi to the Internet. All the apps for catch up work, If I go to Diagnostics, it shows I have good signal quality to my router and high connection speed.

I still don't quite understand when I click on the "Pair TV" button and it says "scanning for device". what it is scanning for. It can't possibly scan for my TV as there is no internet connection between the Virgin box and my TV which doesn't have any internet capabilities. Shouldn't clicking on the "Pair TV" button at worst bring up a list of TV manufacturers for me to select from (or am I completely getting the wrong end of stick of how this functionality works). 

[roy247]

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@FoxyRhino wrote:

Tried factory reset a few times and no luck. It's quite a bit of hassle to connect the Alba TV to my other box to be honest. 

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You could try swapping the boxes around if you can't move the TV's, the 360 remote works in IR mode to your TV and RF mode to the 360 box.

[FoxyRhino]

I've done a bit more troubleshooting. Tried switching the remotes over (repairing with the other box). When I did that, the box connected to the Smart TV (on the same wi-fi network) automatically recognised the Smart TV without having to go into the settings menu 

BUT - if I go into the same menu afterwards - which now shows the remote is paired to our LG Smart TV, I get the same error message as on the box connecting to the regular TV. Which makes me think there is a software problem on the box not allowing me to get into the menu to select a non-smart TV.

This was all so much easier in the days before Smart TVs when you bought an "All for One" remotes, got some codes in the manual and just typed them in to the remote 🙂