Hi @Gavinc,
Welcome to the Sony Online Community! Have you had issues operating your TV with this remote control before, or is this the first time?
Generally speaking it is fairly easy to verify if the fault is with the remote or the TV. Use the camera of your mobile phone pointed towards the remote control in a very dark space. Then press any button on the remote and check on the mobile screen for a dark purple/red light blinking. For more details please view this video.
If the remote is malfunctioning then you won't be able to see any blinking light. If the remote is not malfunctioning, then probably there is a fault with the TV remote control sensor. You could test the TV sensor using a universal remote control to check if it is working by responding.
If the conclusion is that the TV is malfunctioning by not responding to the remote control, the first step you should take is to perform a soft reset on the TV to see if that clears the issue. You can find instructions on how to properly power cycle your TV (soft reset) on this article. If that doesn't make a difference, then the next step would be to perform a Factory Data Reset on the TV. You can find instructions on how to perform a Factory Data Reset on your TV on this article.
If none of that resolves the issue, then the problem is a hardware issue. I recommend you contact Sony Customer Support and request a repair service by phone:
+44 (0) 2073652810
Opening hours:
Monday to Friday: 09:00 - 18:00.
Or by e-mail:
https://services.sony.co.uk/supportmvc/en/Contact/Email
For the time being as a workaround you could use the Video & TV SideView app by Sony from the Play Store or the App Store. You then can remote control your TV through your home network using your mobile phone.
Cheers,
Dutchice
IMPORTANT: Be aware that if you perform a factory reset, all of the TV's data and settings (Wi-Fi and wired network setting information, Google account and other login information, Google Play and other installed applications, etc.) will be erased, and the TV will return to how it was at the time of purchase.
