Solved: SX20 No longer responsive to remote

paynec321 · ‎12-11-2015

Hello,

We have two SX20 units that no longer respond to the remote control. We have power cycled both units and changed the batteries in the remotes. I am able to make a call and control the camera remotely via the web interface. Any help would be appreciated.

Manish Gogna · ‎12-11-2015

Hi,

If you are having problems with the remote control, check the following:

• Replace the batteries.

• Check the short range/long range -switch inside the battery compartment. If the remote only
works when held within a few centimeters or an inch of the camera, it is set to short range.

• Check that there is no Touch panel paired to the system. If a Touch is paired, the remote control
will be disabled. You can check if there is a Touch paired by going to Configuration -> Peripherals. If you see the information below, the system is paired with a Touch panel.

• Check that the camera is detected by the system.

• Check the Configuration -> Cameras and check that the IRSensor is set to On.

• Check Configuration -> System Unit and check that the IRSensor is set to Auto.

If nothing works you may need a replacement.

Manish

View solution in original post

Manish Gogna · ‎12-11-2015

Hi,

If you are having problems with the remote control, check the following:

• Replace the batteries.

• Check the short range/long range -switch inside the battery compartment. If the remote only
works when held within a few centimeters or an inch of the camera, it is set to short range.

• Check that there is no Touch panel paired to the system. If a Touch is paired, the remote control
will be disabled. You can check if there is a Touch paired by going to Configuration -> Peripherals. If you see the information below, the system is paired with a Touch panel.

• Check that the camera is detected by the system.

• Check the Configuration -> Cameras and check that the IRSensor is set to On.

• Check Configuration -> System Unit and check that the IRSensor is set to Auto.

If nothing works you may need a replacement.

Manish

paynec321 · ‎12-11-2015

Thank you. The IR sensor was set to off. Not sure how that happened, but we are working now. Thanks for your feedback.

-Christian

Manish Gogna · ‎12-11-2015

Hi Christian,

Good to know that its working, you can use the following troubleshooting guide as a reference for any such issues in the future

http://www.cisco.com/c/dam/en/us/td/docs/telepresence/endpoint/codec-c-series/tc6/troubleshooting_guide/tc_troubleshooting_guide_tc60.pdf

Manish

paynec321 · ‎12-11-2015

Thank you for the resource!

zhaiyujia · ‎07-31-2022

"Check the short range/long range -switch inside the battery compartment."

Would like show me where it is? I can't find it.

TRC6 SX20 CE8.3.2

Wayne DeNardi · ‎08-02-2022

@zhaiyujia wrote:

Would like show me where it is? I can't find it.

TRC6 SX20 CE8.3.2

The IR Switch discussed in the previous posts was only relevant to the previous TRC5 remote.
I also note you refer to running CE8.3.2 on your SX20. This software version is extremely old, end of support, and also subject to a number of security vulnerabilities - it's highly recommended that you update your device to a more recent software release - the latest software as of the date of this post for the SX20 is CE9.15.13.0

Wayne

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