If the remote does NOT have any slide switches or the receiver installed in the canopy doesnt either, then there is a power up sequence and pairing that must be performed.
This takes place within approx 30 seconds of applying power and without this pairing, the remote would not be communicating with the fans receiver properly.
Does not mean there isnt a problem with the fan,but something that has to take place.
Do not understand why they are so secretive on the fan and remote not to have the model number, very strange.
But , did you pair the 2 together?
This is a new fan correct? Or a returned item that was purchased?
If it is new, there is book inside the box with the fan, which has the receiver pairing instructions.
If the fans book was not in the box, it may have been a returned fan that was put back on the shelf and possibly damaged.
I have see this many times with Home Depot and Lowes both, as employees do not test items