Hi Nancy and welcome to JustAnswer,Thank you for the question and your patience. Should you still need assistance for information purposes only...Initially, bear with us; re-confirm and post back with the complete model number of the device / remote control.
There is a partial test to confirm if an infra-RED remote is working or not. With fresh batteries correctly installed, point the remote towards the lens of an active digital camera. For every press of any/all button(s) on the remote, there should be a bright light that would register on the LCD screen of the camera.
No light, no infrared transmission from the remote; remote most likely faulty.
On the otherhand, if the remote is good, then consider a possible IR sensor hardware concern in the unit itself.
Please post back results of camera test.