OneGuide can’t control your TV, AV receiver or set-top box

Overview

This page describes some common issues that you might experience when using OneGuide.

OneGuide enables you to control your TV, cable or satellite box, and AV receiver with your Xbox One. It does not control DVR capabilities or other advanced features of your home entertainment system.

Note OneGuide is currently available only in the United States.

This page contains the following topics:

  • Try this first: Test the infrared signal, make sure that IR receivers aren’t blocked, and verify that you know the right Kinect voice commands
  • Xbox One won’t change your television channels
  • Your TV brand isn’t listed
  • Your cable or satellite TV provider isn’t listed

Try this first: Test the infrared signal, make sure that IR receivers aren’t blocked, and verify that you know the right Kinect voice 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.

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.
  • Make sure that the Kinect is emitting infrared while performing a command. Infrared is invisible, so this can be tricky. Here’s how to check:
    1. Turn on and hold a smart phone in camera mode in front of the Kinect. On the phone’s screen, look for three lighted “emitters” on the image of the sensor. If you can’t see these, that device won’t work for this test.

      Note This test won’t work on cameras that perform IR filtering, such as Apple iPhone.

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    1. Give a voice command to the Xbox One console (such as “Xbox, volume up”.)
    2. Look through your smartphone and try to spot another emitter to the right of the others and near the white Xbox symbol. If that fourth emitter turns on while the Xbox One is performing the command, the infrared is working. If you don’t see the additional emitter, you may need to troubleshoot your Kinect.

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 to your devices in your media cabinet. For more information, see Using IR extension cables with Xbox One.

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.

The Xbox One won’t change your television channels

Problem

You can’t change channels using your Xbox One.

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 won’t change your television channels, be sure that you test the IR signal. For information about how to do this, see the section earlier on this page called “Test the infrared signal, make sure that IR receivers aren’t blocked, and verify that you know the right Kinect voice commands”.

Solution 3: If you keep experiencing the problem, contact Xbox Support.

Your TV brand isn’t listed

Problem
You don’t see your TV brand in the list when you try to set up your TV with Xbox One and OneGuide.

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

  1. When you get to the screen that says 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 enter it manually.

Solution 2: If you keep experiencing the problem, contact Xbox Support.

Your cable or satellite TV provider isn’t listed

Problem

When you try to set up your TV with Xbox One and OneGuide using the instructions on the Set up live TV with your Xbox One page, you don’t see your cable or satellite or TV provider in the list.

If your TV provider isn’t listed, it might not be compatible with OneGuide at this time.

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

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