Symptom
Remote does not operate the receiver, TV, VCR or auxiliary equipment. Improperly operating remote.
Cause
Incorrect remote for location. Bad batteries. Incorrect remote address. Missing UHF Remote Antenna for UHF/UHF Pro receivers.
Prevention
Use the correct remote for the location. Maintain fresh batteries in the remote.
Troubleshooting
Many remotes will work with different receiver models. The 8.0 remote only outputs UHF Pro when in SAT mode. The IRR, and some 2000, 4000 and 5000 receivers do not receive IR signals. The Quick Reference guide may offer assistance with remote addresses and locations.
Is the remote a DISH Network remote that was shipped with the system or received as a replacement? Look for the DISH Network logo on the bottom of the remote. No
"We do have the codes for all DISH Network remotes and would be happy to help you with your DISH Network manufactured remote. Please contact the manufacturer of your remote for further assistance. Detailed instructions may be included in the owners' manual that came with your equipment. If not, there may be a toll-free technical support number listed."
Yes
Which equipment has the remote loss function for?
Receiver Non Dish Equipment (TV, VCR, DVD, etc)
Go to Troubleshooting w/ TV/VCR/AUX remote flow
For dual tuner receivers: Verify the correct remote for the receiver is being used, and the correct indicator tab is being used in the remote.
How To?
Power the receiver off from the front panel.
Press the Up arrow button on the front panel of the receiver.
Use the green indicator tab remote at the location that now shows the System Info screen.
If the customer has a 522, 625, or a 921 receiver verify that if they have replaced the remote recently they are using the correct key that came with the replacement remote and not with the old remote. Continue
Is the remote in the correct mode for the device?
No Yes
Verify function of the device.
How To?
Press the appropriate Mode button at the top of the remote to view the red mode light.
Continue
Do the channels change normal, without delay, when using the front panel buttons on the receiver?
If there are no front panel buttons, continue by selecting Yes.
No Yes
Go to Video Frozen Screen troubleshooting.
Are there fresh batteries installed properly?
If the batteries are installed correctly and are replaced frequently (multiple times per month), replace the remote. How To?
Open the battery cover carefully. Look to make sure the batteries are orientated according to the instructions imprinted or printed in the casing. Use the Battery Reference Chart for type, quantity and alignment.
No
The batteries may be old and not have enough power left to function the remote. Install fresh batteries.
Yes
Is the problem with a specific button(s)?
No Yes
Does the SAT mode button light up when you press the non-working button(s)?
No Yes
If the problem persists please call 1-800-333-DISH (3474) for assistance.
From the System Info screen, press the Record button three times on the problem remote you are trying to readdress and then exit.
How To?
Enter Options
With the receiver Off press the Up arrow button on the front of the receiver.
Press the System Info button on the front of the receiver.
With the receiver On pull the Smart Card. If still nothing, press the Info button on the front of the receiver.
Exit Options
Press View, View TV, Select or Cancel to exit the screen.
Reinsert the Smart Card if it was pulled.
Continue
For keyed remotes: Change the A/B switch configuration for receiver.
How To?
Remove the battery cover on the remote. If there is a switch next to the batteries, toggle the switch to the B position, back to A and then retest. While in the System Info screen press Record on the remote and then retest functionality. If the customer has a 522, 625, or a 921 receiver verify that if they have replaced the remote recently they are using the correct key that came with the replacement remote and not with the old remote.
Continue
Verify the UHF remote antenna is connected to the receiver and turned to an upright position.
* UHF and UHF Pro receivers only.
How To?
If it is a replacement receiver, verify you are reusing the UHF antenna off of your old receiver.
With UHF compatible receivers, the signals will travel through solid objects and allow you to use the remote to control the receiver from another room, or even from another floor in the building, to a possible maximum of 100' away from the receiver.
UHF Pro remotes have an extended range of 200' to operate the receiver and will not operate non-UHF Pro receivers at this time.
Continue
Is there an IR-to-UHF converter connected?
No Yes
Use IR-to-UHF converter troubleshooting.
Perform
Hard Reset ONLY if model 1000, 2000, 3000, 4000, 5000, IRR.
Place the receiver in standby mode by turning the receiver off from the front panel power button. If the receiver does not have a front panel power button, power the receiver off from the remote control.
Remove electrical power from the receiver by unplugging the receiver from the AC electrical outlet.
Wait 15 seconds.
Plug the receiver back into the AC electrical outlet and power on.
Perform
Front Panel Reset ONLY for DISH Pro receivers
Press and hold the Power button on the front panel of the receiver for five seconds.
Wait for the receiver to reset and power on by itself.
Verify fixed, if not, continue. Note: this will initiate reinitialization of the Hard Drive on a 721, this takes approximately 5 minutes
Place the receiver in standby mode by turning the receiver off from the front panel power button.
Remove electrical power from the receiver by unplugging the receiver from the AC electrical outlet.
Wait 15 seconds.
Plug the receiver back into the AC electrical outlet and power on.
Perform
Smart Card Reset for all other models.
Caution: The Smart Card could be damaged by a static electricity discharge. To prevent this, the customer should touch the chassis of the receiver prior to removing the Smart Card.
Locate the Smart Card. The Smart Card is normally located within the front panel on the left-hand side of the receiver.
Carefully remove the Smart Card for 15 seconds.
Carefully reinsert the Smart Card with the colored side up and the arrow facing the receiver.
Verify fixed, if not, continue.
Place the receiver in standby mode by turning the receiver off from the front panel power button.
Remove electrical power from the receiver by unplugging the receiver from the AC electrical outlet.
Wait 15 seconds.
Plug the receiver back into the AC electrical outlet and power on.
Continue
For IR Remotes: Is there IR interference?
How To?
IR interference can be caused by various light sources including direct sunlight, halogen and fluorescent lighting, or obstructions to the IR sensor like a glass door of an entertainment center. It is possible for the interference to cause symptoms such as delayed or no response to remote commands or changing channels on their own.
Point the remote directly at the IR sensor of the piece of equipment and perform various satellite functions. If the issue is resolved then the interference is somewhere in the room, between the piece of equipment and the location where the remote is being used from.
The IR remote uses infrared light to control the receiver and other components with a maximum range of 40 feet.
You must point the remote directly at the equipment, with no solid objects in the way.
If using a Samsung LN-R408D or LN-R409D television, the issue will appear to go away after its Flat Florescent Lamp is warm. An IR-to-UHF Upgrade Kit may be sent to the customer at no charge.
No / Not IR Remote Yes
Remove the IR interference that was identified.
For UHF Remotes: Is there UHF interference?
How To?
UHF interference can be caused by other electronic equipment, including TVs, VCRs and stereos, that are generating UHF radio signals and interfering with the signals. Some symptoms can be sluggish reaction, channels changing on their own and inoperable remote.
To Confirm UHF interference:
Remove the UHF remote antenna located at the back of the receiver
Hold the remote control directly up to the remote antenna port (without the antenna connected)
Perform several remote control functions in this manner
If the remote works when it is facing the connection on the back of the receiver, then the problem is UHF interference
No / Not UHF Remote Yes
Possible solutions to UHF interference:
Reposition the UHF remote antenna (horizontal instead of vertical)
Relocate the UHF antenna with a pigtail (to install a pigtail, attach a 6-foot piece of coax cable with a male F-connector to the UHF remote antenna jack and connect the cable to the UHF antenna using a female to female F-connector). This helps if the interference is close to the receiver
Relocate the receiver away from other electronic equipment (be aware of impact on Event Timers if the equipment is moved)
Install an attenuator (resistor) on the back of the receiver between the UHF remote antenna and the UHF remote connection - the attenuator should be either 10 decibel (db) or 6 (db). (This will shorten the range of the remote control.)
Continue
Are there any other like remotes or receivers in the home?
No Yes
If the problem persists please call 1-800-333-DISH (3474) for assistance.
Go to the other like receiver to test the function of the remote. Does it work?
No Yes
Enter the System Info screen with the working remote. Make note of the remote address. Readdress the non-working remote to the address at the working location. DO NOT PRESS RECORD, use regular programming steps.
How To?
Press Menu on the remote.
Go to System Setup (Skip if 1000).
Select Installation (Skip if 721 or 921).
Go to System Information.
Continue
Does the remote now work?
No Yes
If the problem persists please call 1-800-333-DISH (3474) for assistance.
If the problem persists please contact us or a local independent retailer for additional assistance.
If the problem persists please contact us or a local independent retailer for additional assistance.