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Following are the frequently asked questions regarding the Smart Remote. They are categorized based on the area of interest.
There is an issue in the out-of-the box software that can cause this in some situations. If you see this issue, reset your remote by pressing POWER + STOP at the same time, then press LIGHT to turn on the remote. A fix for this issue is automatically downloaded to your remote the first time you connect to the network.
First, make sure you have read and followed the Quick Start Guide. The latest guide can be downloaded from the website and contains step-by-step instructions as well as a troubleshooting guide.
If you are still having problems, check out the remaining questions in this FAQ.
Finally, you may also contact technical support. See the Support section on the website for more information.
Your remote may detect the WiFi networks of your neigbors. If you cannot see your own network, you may need to scroll down the list.
The lock symbol denotes that the network uses WEP, WPA or WPA2 encryption as a security and privacy measure. Network names without locks do not use encryption but there may be other types of security used on the network. In general, you will need to know the WEP key or the WPA/WPA2 pass phrase to connect to a network that has a lock symbol.
If you have already setup your network, it is normal to see the same name twice - once towards the top of the list as a configured network and then again in the available networks list. Generally, when connecting to the network, use the configured item at the top of the list.
Yes, the remote will function as a universal remote for all devices and activities. However, you may not be able to access all the other features of the remote until it is connected to the internet via your WiFi network.
The Smart Remote works with any 802.11b or g WiFi Access Point or Ad-hoc (computer-to-computer) network.
WEP (Wired Equivalent Privacy) is 64 or 128 bit encryption used for security and privacy. WEP is normally configured on the Access Point (or Router). To connect to this type of network, you will need to enter the WEP key on your Smart Remote. Once entered, the key will be remembered and you will not have to enter it again. A WEP key is always 10 or 26 hexadecimal digits (0-9 and A-F). For example: 2FAD9BE099. The Access Point will always show you the key through its administrative console or configuration software.
Some Access Point manufactures allow you to enter a passphrase instead of a WEP key. A passphrase is normally a word or phrase using ordinary characters and is easier to remember than a WEP key. Unfortunately, passphrases are a proprietary feature of individual equipment manufacturers and they are not supported by Smart Remote. All Access Points that allow you to use a passphrase will also show the WEP key.
Sometimes, WEP keys are displayed using ASCII characters instead of hexadecimal digits. The Smart Remote does not support the entry of this type of key. Instead, enter the corresponding 10 or 26 hexadecimal key.
A WEP Hex key is 10 or 26 hexadecimal digits (0-9 and A-F). This is the only type of key supported by Smart Remote.
If you are using WEP, your Access Point authentication should be set to “Open System” and not “Shared Key”. Open System is normally the default setting. If this is not set correctly your Smart Remote will not be able to connect. The Smart Remote is not compatible with Shared Key.
WPA and WPA2 are two newer methods of encryption used on WiFi networks. The Smart Remote supports both WPA and WPA2 with TKIP and AES encryption.
Normally, the Smart Remote is able to detect the encryption method used on the network and set the appropriate settings automatically. You will need to know the WPA/2 pass phrase and enter it on the Smart Remote the first time you connect to the network.
If you cannot connect, you may need to fine tune the settings used on the Access Point or on the Smart Remote (see below).
If you are connecting to a WPA or WPA2 network, network access is protected by a pass phrase that you will need to enter the first time you connect to the network. Unlike the WEP key (which is 10 or 26 hexadecimal digits), a WPA/2 pass phrase is 8 - 63 ASCII characters. The pass phrase may include spaces and other ASCII punctuation marks.
To enter the pass phrase on the Smart Remote, you can use the digit keypad in 'trippletap' mode. For example, to enter a letter 'n', you will note that 'N' is displayed on the numeric key '6' and is the second letter on that key. To enter 'n', press '6' twice.
To get a number, press and hold that key until the number appears. For example, to get '9', press and hold the number key '9'. At first, 'w' is displayed but shortly it will be replaced by '9'.
To get a space, press '0' once. To get punctuation characters, press '1' repeatedly until the correct character is displayed. To change case, press INPUT to toggle between lower and upper case entry, then enter the letter you need.
Finally, to delete a character, press ENTER <-.
If you repeatedly cannot connect to the network or have changed settings on the WiFi Access Point, you can change the configured settings for your network as follows:
In the network list, you may find networks that have been configured in the past that you no longer need. In this case, it is a good idea to remove them from your network list. To do that:
Note, you cannot delete a network from the list of neighborhood networks that you have not configured
As a security measure, some Access Points can be configured to suppress the broadcast of the network name. When this happens, your network will not appear in the available networks list. To configure and connect to the network:
Note: If you are connecting to a WPA or WPA2 network, you may need to explicitly set the security encryption type to either TKIP or AES. Do not use TKIP + AES, otherwise the Smart Remote may not be able to negotiate the connection in the absence of and SSID broadcast
To do this, follow the steps below:
Yes. Normally, IP addresses are assigned dynamically by a process called DHCP. For security or performance reasons, you may configure your network to use static IP addressing. To configure the Smart Remote to use static IP:
To switch WiFi locations do the following when in range:
Note: The Smart Remote will not automatically switch between configured networks (roam). Instead, you must run Connect as above to select the required network each time you change locations
You should see the following messages in sequence:
The Smart Remote will obtain an IP address and then download and update any necessary items. After this has completed, you will see the “Locations” screen.
Try the following solutions in order:
There are a number of reasons for this type of error. Please review the below steps to help troubleshoot your issues during the WiFi portion of Setup.
Issue # 1: Internet not available
Reason : Your internet service is not working correctly
Solution: Using one of your computers on your network, access the Smart Remote portal on http://click365.tv. If you cannot see this site, resolve internet connectivity on your computer before continuing to troubleshoot the Smart Remote
Issue # 2 : Out of wireless network range
Solution: Try moving within 10 feet or less of your Wireless Access Point (Router)
Issue # 3 : Did not obtain IP address
Solution # 1: Press Back and then SEL to try again
Solution # 2: Double-check the IP address settings on Smart Remote and the DHCP settings on your Access Point
To help with this issue please review the following possible reasons and fixes below:
Issue # 1 : Incorrect WEP Key
Solution: Double-check the WEP key. To do this, follow the steps below:
Issue # 2 : WEP key has been changed on the Access Point
Solution: Confirm you are using WEP security with an Open System. Double-check the WEP key with the one configured on your Access Point.
Issue # 3 : Incorrect Network type (Infrastructure or Ad-hoc) or name
Solution: To do this, follow the steps below:
Issue # 4 : Wireless Access Point security features
Solution: You may have turned on some of the available security features on your wireless router which is denying access to the Smart Remote. Most wireless routers contain filters for MAC addresses and other security measures. Please double-check your wireless router if you think you may be using or have enabled any filters or locks
Press STOP + POWER at the same time. The remote will switch off. Then press LIGHT to turn the remote back on.
Please contact technical support to let us know that you had to do this.
DirecTune might be configured to use your channel up and down keys. To disable this feature:
Missing IR Commands
If you have commands on your original remote that are not available or working on your smart remote, you can quickly learn them.
To do this:
If you want to learn a command for which there is no dedicated key (hard key) on the smart remote, you can do one of the following:
This is a feature called DiecTune. If it is not already enabled for your provider, do the following:
Press STOP + POWER at the same time to turn off the remote, then press LIGHT (on the side) to turn back on.
If this does not work and the backlight is off, connect power to make sure the battery is not completely flat.
We have fixed this problem in firmware due to be released the week of August 4th 2008. If you encounter this problem, reset the remote using STOP + POWER, then turn on using LIGHT.
To make sure this problem does not happen again, update the firmware using the Update icon if it is available from the Home menu.
Please email technical support quoting your Short ID.
