Troubleshooting

Here's a list of many common problems people encounter with the remote control. Get familiar with the remote and its operation by reading our guide to remotes.

Remote won't work

The most common reasons the remote won't work is that the batteries are dead or it hasn't been programmed properly. It's often easy to fix. Here are the steps to take to troubleshoot the problem.

  1. Make sure you have a clear path between the remote and the infrared eye on your equipment. Clear any dust or debris that may be covering the eye.


  2. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Press the SAT mode button at the top to unlock it. Your remote should work properly.


  3. Check the batteries. When you press a mode button, does it light up? If not, you may be out of juice. Check to make sure they are in the right way, with the metal ends making good connections with the metal in the remote. If they're in correctly and you still don't get power, try replacing them. They may be dead.


  4. Check to make sure the remote is programmed properly, which basically means you reprogram it to work with your receiver, TV and any other components. Start with the receiver and work your way through programming each component that isn't working. We tell you how to program remotes in our guide to remotes.


  5. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
      Be prepared to tell us:
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Can't change channels on receiver

This is almost always caused by a programming problem with the remote. Here are the steps to take to troubleshoot the problem.

  1. Make sure you are in SAT mode. The receiver will only change channels when the remote is in the correct mode.
  2. Look for a timer. If you have a timer set, the receiver won't let you change channels. This ensures you don't miss recording a program with an external device. If a timer is set and you want to watch another channel, simply turn off the receiver and turn it back on.


  3. Make sure the problem is with the remote and not the receiver. Try the buttons on the front of the receiver. Try to change channels. If your model doesn't have channel buttons, try to turn the machine off. If you can't change channels or power off, the problem is with the receiver. Try unplugging it for two minutes and plugging it in again.


  4. If you can change the channels or power off, the problem is with the remote. Press any mode button on the remote. It should light up. If not, you probably have low batteries. They should be replaced.


  5. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Click on any of the mode buttons at the top to unlock it. Your remote should work properly.


  6. Try re-programming the remote to talk to your receiver.


  7. Check to see if your Shaw Direct Receiver is using the same remote control address as your remote control.
    • If you are using the DSR 319, HDDSR 505, or HDPVR 530 receiver press the Options button on the front panel of your Shaw Direct receiver. An options menu should appear on your screen. Using the direction keys on the front of your receiver navigate to 6 - System Setup and then press the Enter button on the front panel of the receiver. Using the same directional and Enter buttons go to 4 - System Setup. Then 3 - Installation Settings. Followed by 2 - Remote control Address.
    • If you are using a legacy receiver such as the DSR 315, DSR 405, or any other receiver with front panel buttons, press the Options button on the front panel of your Shaw Direct receiver. An options menu should appear on your screen. Using the direction keys on the front of your receiver navigate OPTIONS and then press the Enter button on the front panel of the receiver. Using the same directional and Enter buttons go to 6 - Change System Settings. Then 3 - Change Installation Settings. Followed by 2 - Set Remote Control Address.
    • Follow the on-screen instruction to reset the remote control address on your receiver and remote control.
    • Check the back of your remote, if you own the IRC/URC 550 or RT-U50 remote controls you will need to enter the remote control address differently from what is displayed on screen. To program these remotes, hold the ENTER and MUTE button on your remote at the same time until the mode buttons at the top start to illuminate then enter the last three digits of the number displayed in "Current Address" column on the screen, then press the MUTE button to lock in the code. For example: If the remote address on the screen displays 0002, you would hold ENTER + MUTE until the mode button illuminated and then enter 0 0 2, followed by ENTER on your remote control.
    • If you own the IRC 551 or URC 551 remote control you can follow the instruction depicted on the screen, but you must substitute the follows numbers in place those specified: 00869 for 0000, 01870 for 0001, 01871 for 0002, 01872 for 0003, 01873 for 0004, 01874 for 0005, 01875 for 0006, 01876 for 0008. For example: If the remote address on the screen displays 0003, you would hold the SAT button until it flashes, press 01872, then ENTER, to lock in the new code.
  8. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Can't control TV volume

This is almost always caused by a programming problem with the remote. Here are the steps to take to troubleshoot the problem.

  1. Press the volume button on the remote. The TV mode should light up. If not, you probably have low batteries. They should be replaced.


  2. If the SAT button lights up, you are in the wrong mode. Press TV and try again.


  3. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Click on any of the mode buttons at the top to unlock it. Your remote should work properly.


  4. Try re-programming the remote to talk to your TV.


  5. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Can't control VCR

This is almost always caused by a programming problem with the remote. Here are the steps to take to troubleshoot the problem.

  1. Press any mode button on the remote. It should light up. If not, you probably have low batteries. They should be replaced.


  2. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Click on any of the mode buttons at the top to unlock it. Your remote should work properly.


  3. Make sure you are in VCR mode. The remote will only control the VCR if it is in the correct mode.


  4. Try re-programming the remote to talk to your TV.


  5. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Can't control auxiliary equipment

This is almost always caused by a programming problem with the remote. Here are the steps to take to troubleshoot the problem.

  1. Press any mode button on the remote. It should light up. If not, you probably have low batteries. They should be replaced.


  2. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Click on any of the mode buttons at the top to unlock it. Your remote should work properly.


  3. Make sure you are in AUX mode. The remote will only control DVD or cable box if it is in the correct mode.


  4. Try re-programming the remote to talk to your auxiliary piece of equipment. Remember, there is one extra step in the programming process compared to how you program the remote for a TV or VCR. You must press either TV or VCR before you enter the AUX item's code. This tells the receiver what type of code to look for. Learn how to program remote.


  5. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.

Master Power won't work

This is almost always caused by a programming problem with the remote. Here are the steps to take to troubleshoot the problem.

  1. Make sure all pieces of equipment are in the same general area and are facing the same way. The infrared eyes need to see the remote when you point it and press the button.


  2. Press any mode button on the remote. It should light up. If not, you probably have low batteries. They should be replaced.


  3. Try unlocking the battery-saving mode. When a button is pressed for longer than three minutes, the remote goes into battery-saving mode. Click on any of the mode buttons at the top to unlock it. Your remote should work properly.


  4. Try re-programming the remote for master power. Follow the directions in our guide. Remember, in order for this to work, the remote must be programmed properly for each component.


  5. Still no go? You may have an internal problem with the remote. You'll have to talk to a Shaw Direct customer service representative. Call 1.888.554.7827.
    • What components you have.
    • All of the steps you've been through to try and solve the problem yourself.