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Nathan
Nathan, Installer
Category: TV
Satisfied Customers: 24474
Experience:  Custom home theater installer, authorized dealer top brands.
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TV REMOTE NOT WORKING

Customer Question

TV REMOTE NOT WORKING
Submitted: 10 months ago.
Category: TV
Expert:  Jack replied 10 months ago.

Hi , I`m Jack , I will be helping you today
Can you please send me a reply when you are ready to proceed ?
Note that I need time to type and research for parts and info if needed so don't be surprised if there are delays between replies

Expert:  Jack replied 10 months ago.

Is the tv working using the buttons directly on it ?

Customer: replied 10 months ago.

NO

Expert:  Jack replied 10 months ago.

O.k then , does the tv work at all ??

Customer: replied 10 months ago.

I THINK I MISUNDERSTOOD THE QUESTION.THE BUTTONS ON THE TV WORK IT MANUALLY BUT THE REMOTE CONTROL BUTTONS ARE NOT WORKING AT ALL

Expert:  Jack replied 10 months ago.

O.k then , no problem

Do you happen to have a cell phone camera , a tablet a digital camera etc. , any camera that has a display or screen to test the remote ?

Customer: replied 10 months ago.

I HAVE A CELL PHONE CAMERA

Expert:  Jack replied 10 months ago.

O.k then here is how to test your remote;
Turn on the camera and point the front of the remote at the camera lens ,then while looking at the remote through the screen press buttons on the remote.
If the remote is working, you should see light coming out the front of it while looking at it through the camera screen.
If you see nothing coming out and are not sure if you did the test correctly then try it with a known working remote.

Expert:  Jack replied 10 months ago.

Let me know how that goes and if this turns out to be a defective remote then let me have the TV's model number starting with the letters NS-...... and I`ll find you a new remote

Customer: replied 10 months ago.

OK TV IS IN OTHER ROOM I WILL BE BACK

Expert:  Jack replied 10 months ago.

You don't need the tv , you need the remote for this test

Customer: replied 10 months ago.

I SAW LIGHT COMING FROM THE REMOTE WHEN I PRESSED BUTTONS

Expert:  Jack replied 10 months ago.

O.k then your TV's remote sensor (IR sensor) is defective.

Give me the model number of your tv and I`ll find that $20 board (or so) for you

Customer: replied 10 months ago.

I ALSO TRIED A WORKING REMOTE ,WITH THE SAME KIND OF REMOTE AND TV

Expert:  Jack replied 10 months ago.

if the test was successful you don't need to try another remote , your remote is working and it is the tv at fault period

Customer: replied 10 months ago.

IS THERE A WAY TO TRY TO RESET THE REMOTE?

Customer: replied 10 months ago.
Relist: Other.
NO RESPONSE WHEN ASKED IF THERE WAS A WAY I COULD TRY TO RESET REMOTE
Expert:  Nathan replied 10 months ago.

Hello, I’m Nathan, and I’ll be assisting you today.

Sorry to hear that you’re having trouble with this but I’ll do my best to help you out.

I see you've requested a new expert.

Can you please give me the complete model number of the tv?

Are you saying that you tested another remote, and that does not work either?

Customer: replied 10 months ago.

NS19E310NA15

Expert:  Nathan replied 10 months ago.

Are you saying that you tested another remote, and that does not work either?

Customer: replied 10 months ago.

I TESTED ANOTHER REMOTE.IT WORKS

Expert:  Nathan replied 10 months ago.

Another remote works on this same tv, that the original remote does not work on?

Customer: replied 10 months ago.

THESE ARE BOTH INSIGNIA TVS THAT ARE THE SAME WITH THE SAME KIND OF REMOTE BOUGHT ABOUT A YEAR APART

Expert:  Nathan replied 10 months ago.

I understand you have 2 tvs, and that is where I am wanting to be clear:
The NS19E310NA15 model you are having trouble with, will not respond to its own original remote, but will respond to the other tvs remote, correct?

Customer: replied 10 months ago.

NO WILL NOT WORK ON THE OTHER TV EITHER.

Expert:  Nathan replied 10 months ago.

So 1 remote works on both tvs,

the other remote will not work on either tv?

Customer: replied 10 months ago.

CORRECT

Expert:  Nathan replied 10 months ago.

Thank you for confirming,

other than changing batteries, that would indicate that the remote itself is defective.

That is a common problem with this brand, as these insignia products are very low quality and short lived, the tv itself has actually lasted about double what we'd expect.

The remote would need to be replaced at this point, there is no reset or reprogramming that will fix it.

You may purchase a new remote quite inexpensively online, here: http://amzn.to/2bm0sr3

If you have any other questions, just let me know. Otherwise, please take a moment to rate my service using the stars at the top of the page; hopefully I have earned 5 Stars. I also invite you to contact me directly with any future support needs at http://bit.ly/1QwLxGh and ask for Nathan.

Thank you, ***** ***** a nice day,

Nathan

Customer: replied 10 months ago.

OK THANKS FOR YOUR HELP

Expert:  Nathan replied 10 months ago.

You're very welcome, Richard.

Nathan