New Member
•
5 Messages
Remote option missing in settings
My Mom just moved to an Assisted Living facility and pays for Directv in her room. She has a brand new Onn Roku Tv. Remote won’t fully pair and the DirecTv rep said it’s not possible to pair with this TV brand?? It’s a Genie remote. I can get it into RF mode but the Settings does not have an option for Remote, which is why it won’t pair. We can only use it to change channels but not volume or on/off. For a 93-yr old this doesn’t work! How can we make the Remote option appear?
Accepted Solution
Juniper
ACE - Expert
•
23.3K Messages
11 days ago
The H26K is an HD non-DVR that has been only available to business/commercial accounts. The facility is most likely setup specifically as an Multi-Dwelling Unit (MDU). With an MDU then the facility would have their own system operator. MDUs are setup through a 3rd party, so though DirecTV provides the service, most of the support is through the system operator.
Since the facility provides the service, instead of each resident having their own account, you'll have to work with the system operator on what your equipment options are or for hands on assistance to pair the remote (if the option remains hidden for the normal process).
0
0
Juniper
ACE - Expert
•
23.3K Messages
13 days ago
What is the model number of the remote?
Does the facility have a box on her TV? If not, then it is a different type of setup than traditional DirecTV.
0
0
DIRECTVhelp
Community Support
•
255.4K Messages
13 days ago
Thanks for reaching out, @DawnK77. Please ensure your mom's TV is connected to a Genie receiver/model, as the RC73 remote only works with compatible models (e.g., HR44, HR54). Appreciate your input, @Juniper.
If you haven't yet, try these steps:
- Press the MENU button on the Genie remote while pointing it at the receiver.
- Use the arrow buttons to select Settings & Help (or just Settings on some models), then press SELECT. Look for options like System Setup, Remote, or Remote Control.
- If the "Remote" option is missing, reset the receiver by pressing the red reset button or unplugging the power cord for 15 seconds before plugging it back in.
- Program the remote by pressing MENU, then navigate to Settings & Help > Settings > Remote Control > Program Remote (if available). If not, try Parental Favs & Setup > System Setup > Remote and select a brand like Insignia or Roku. More tips at: How to Program a DIRECTV Remote Control | DIRECTV Support Rizza, DIRECTV Community Team
0
0
DawnK77
New Member
•
5 Messages
13 days ago
Thank you for the responses. She does have her own box and it is an RC73 remote. We will try resetting the receiver and see if that causes makes the Remote option appear under settings. I will be there tonight and will give it a try.
0
0
DIRECTVhelp
Community Support
•
255.4K Messages
12 days ago
Great! If further assistance is needed, contact us here: https://www.directv.com/customer-service Rizza, DIRECTV Community Team
0
0
DawnK77
New Member
•
5 Messages
12 days ago
Update - tried resetting the box but nothing changed. The box is model H26K-500. Is that the problem?
0
0
litzdog911
ACE - Sage
•
46.6K Messages
12 days ago
Yes. That's a special box designed for hotels and multi-family units. It has its own special remote control.
0
0
DawnK77
New Member
•
5 Messages
12 days ago
So is it Directv’s intent that these people are never able to have the option to pair their remote with their box? That is not what was communicated. When I tried the link provided above they could not help me. They sent me to the business side who would not help because I don’t own the business account. Just trying to help
out my poor 93-year old Mom who is never gonna understand how to navigate a smart TV menu to get to watch her Family Feud everyday. 😊 Any help is appreciated.
(edited)
0
0
litzdog911
ACE - Sage
•
46.6K Messages
12 days ago
Your mom does actually have a "business account" since the satellite equipment is specific to her facility's multi-dwelling unit. Sorry I can't offer more help about your situation.
0
0
shannon02
ACE - Expert
•
21.3K Messages
12 days ago
Wouldn't that be an H26KH for MDUs?
0
0
DawnK77
New Member
•
5 Messages
10 days ago
Thank you for the detail. At least I understand the challenge a bit better now 😊
0
0