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Troubleshoot Xbox One OneGuide with your TV, AV receiver or set-top box

Overview

OneGuide enables you to control your TV, cable or satellite box, and AV receiver with your Xbox One. However, it doesn’t control DVR capabilities or other advanced features of your home entertainment system.

This page describes some solutions to try if you find you have issues when using OneGuide with these peripheral devices.

Note While OneGuide is designed to work with the Kinect sensor, you can also use OneGuide by connecting a third-party IR blaster to the IR port on the rear of the console. To learn more about this, see Using IR extension cables with Xbox One.

For information about how to:

Note Voice commands are not available in all regions. For a list of Xbox One features and the regions where they’re available, see Xbox One Feature Availability.

Topics

OneGuide and peripheral devices don't respond to commands

OneGuide uses infrared blasting through the Kinect sensor to control your devices, which is similar to how a universal remote works. When the infrared is sending and receiving properly, it can control the following devices and functions:

  • Television: on/off, volume up/down and mute
  • Cable or satellite receiver: on/off, channel selection
  • Audio-video (AV) receiver: on/off, volume up/down and mute

If any of your devices aren’t working properly with OneGuide, it’s a good idea to test the IR signal first to make sure that it’s sending and receiving properly.

Solution 1: Check the infrared signal

Make sure that the Kinect sensor is connected to your Xbox One and emitting an infrared signal. Here's how:

  • Check that the white Xbox symbol is lit on the Kinect. If not, the sensor isn’t turned on and functioning correctly. See Troubleshoot Kinect errors for Xbox One or Troubleshoot issues with Kinect voice commands.
  • Check the cable from the Kinect to the console to make sure that it’s free of kinks or breaks.
  • If you have a smartphone, you can check to see if the Kinect is emitting infrared while performing a command. Infrared is invisible, so this can be tricky. Here’s how to check:
    1. Set a smartphone to camera mode and hold it in front of the Kinect. On the phone’s screen, look for lighted “emitters” on the image of the sensor. Some sensors have three emitters, while others have two. If you can’t see the emitters on the screen, that smartphone won’t work for this test.

      Note This test won’t work on cameras that perform IR filtering, such as Apple iPhone cameras.
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    1. While still holding your smartphone, give a voice command to the Xbox One console (such as “Xbox, volume up”), or change the channel with your Xbox controller or remote control.
    2. Watch your Kinect sensor through your smartphone and try to spot a white LED emitter to the right of the others and near the white Xbox symbol. If that emitter turns on while the Xbox One is performing the command, the infrared is working. If you don’t see the additional emitter, see Troubleshoot issues with the Xbox One Kinect sensor.

Solution 2: Make sure that the IR receivers for your devices aren’t blocked

Even glass cabinet doors may be a problem. You might need to connect an IR extension cable (a device that emulates an infrared remote control) to your console and place it near your devices in your media cabinet. For more information, see Using IR extension cables with Xbox One.

Solution 3: Make sure that you’re using the correct voice commands

To learn about voice commands for Kinect, see Use Kinect voice commands with Xbox One.

Note Voice commands are not available in all regions. For a list of Xbox One features and the regions where they’re available, see Xbox One Feature Availability.

The Xbox One won’t change your television channels

If you find that your Xbox One can’t change channels, try the following solutions.

Solution 1: Make sure that you’ve carefully followed the instructions on the Set up live TV with your Xbox One page.

Solution 2: If your Xbox One still won’t change your TV channels, make sure that you test the IR signal. See the “Check the infrared signal” section on this page.

If you keep experiencing the problem, contact Xbox Support.

Your TV brand isn’t listed

If you don’t see your TV brand in the list when you set up your TV with Xbox One and OneGuide, make sure that you’ve followed the set-up instructions in Set up live TV with your Xbox One.

  1. When you get to the screen that asks What brand is your TV?, look for your TV in the list.
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  1. If you don’t see your brand in the list, select I don’t see my brand, and then enter it manually.

If you keep experiencing the problem, contact Xbox Support.

Your cable or satellite TV provider isn’t listed

If your TV provider isn’t listed when you set up your TV with Xbox One and OneGuide using the instructions on the Set up live TV with your Xbox One page, you may not be able to use OneGuide at this time.

For more information about TV providers and hardware, visit the TV Hardware Information forums.

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