IR Troubleshooting Guide

If you are facing IR control issues, please read thru and check on the following items…

• Connectivity
  • If you are using an IR emitter, check its connection to Control Center's IR port.
  • If the device that doesn't have control is a TV, make sure the HDMI cable from Control Center is NOT plugged into the ARC port of the TV.
• Line of Sight
  • Make sure Control Center has a line-of-sight to device.
  • If there isn't a direct line of sight, please ensure that you are using the included IR emitter accessory so that the IR signal can reach the device.
  • Check that the emitter wasn't knocked out of alignment. It should point at the IR sensor (IR window) of the device you intend to control, not at Control Center.
• IR Learning
  • Did you go through IR learning during setup and was IR learning successful?
    • If IR learning was not successful, please return to setup and go through IR learning. You can do that by going to the following...
      Settings > Devices > [device name] > Test Control.
    • If you are trying to learn IR with an xfinity set top box, see the note below for xfinity owners.
    • If you did not go through IR learning and your IR control was working and stopped all of a sudden, make sure nothing is blocking the line of sight from Control Center to your device. Otherwise, try to reboot Control Center.
• Other
  • Use a digital camera (your phone's camera should work; iPhones use the front camera) to "see" the Infrared signal blasting from the Caavo box as well as any attached emitters. The Control Center has IR emitters on the front and the sides that will light up when issuing IR commands like Volume UP/Down.  This is also a good method to determine if your IR transmitter is actually sending a signal or not.
  • It is possible that you may have an RF remote, which is not supported by Control Center. You can test this by placing your hand in front the original device remote (blocking it's signal to your device) and then trying to control your device. If the device responds, even while your hand is blocking the remote signal, you likely have an RF remote and will need to use it (and not the Control Center remote). See note below for xfinity owners.
  • Try restarting the device and Control Center.
  • Make sure the device being controlled has the latest firmware. Many TVs are not always connected to the internet to receive updates.
  • Do you have a Plasma TV?
    • Plasma TVs emit signals that can conflict with IR signals. If you have a plasma TV you may need to use an IR emitter to send IR signal directly to your device so the plasma TV doesn't interfere.
  • If you are looking to understand what IR is, please go here.

Note:  Xfinity set top boxes support both RF and IR. RF is used when Xfinity is paired to the Xfinity remote. Control Center does not support learning RF so Xfinity has to be switched over to IR.  In order to switch Xfinity over to IR, its remote must be unpaired with the set top box. This will force the Xfinity remote to change over to emitting IR. Once the Xfinity remote is emitting IR, you will be able to go through the IR learning process with control center to learn the Xfinity remote.