Dear customer, I apologize for the inconvenience. When you mentioned the extern IR sensor, do you mean the included IR blaster, or the IR signal from the hub itself? If it's the IR blaster, you can observe if the indicator light of the IR blaster blinks red when you press the buttons of the remote control. If it doesn't blink red, it could be a bad IR blaster. If it's the IR signal from the hub itself. Please observe if the indicator light of the hub still blinks green when you press the buttons of the remote control. Thank you!

Dear Customer, Thank you for contacting us. Have you replaced your battery? If it has been replaced, the remote still won't turn on. Please take a video and share it to our email. Also, please include your Amazon order number and shipping address. We will upgrade your order to our sales team. service@sofabaton.com

Dear Customer, We apologize that the remote control does not feature a dedicated Help button. We will share this suggestion with our team to evaluate its feasibility and consider whether it can be added in a future update.

Dear Customer, Thank you for contacting us. The latest version of X1S is V5. X1 is V17.

Dear Customer, thank you for contacting us. Did you add it via Bluetooth? If so, we recommend selecting “Other” during the pairing process. The “Other” code library includes Home, Homepage, and Home1 buttons. You can test each button individually to see if they work.

Dear Customer, We apologize for the inconvenience caused. We have forwarded this device to our engineers to check. Unfortunately, the engineers are unable to add a long-press volume button. If you have the original remote control, you may try using the infrared learning function to replicate the volume buttons from the original remote.

Dear Customer, Thank you for your message.The Sofabaton app is only available for download on mobile phones and tablets; it cannot be downloaded on PC. It doesn't matter if your computer is using a VPN. You can not use a VPN on your phone while you are programming it. Ensure your network supports 2.4GHz wifi, and you need to connect your phone to 2.4GHz wifi so you can connect the app to the hub. Best to watch the below video of setting up the whole system before purchasing: https://youtu.be/CBX1QWeILtU?si=jdlS0MP-K19VDnmV

Dear customer, 1. Kindly close the Bluetooth settings on your cell phone and re-open it and make a test by downloading the app again. 2. If fails, kindly reboot your cell phone and do this app updating again. 3. If possible, kindly update the app in another cell phone or Pad. Keep us posted. Best regards,

Thank you for your feedback. I will forward this new device to our technical team to check.

Dear Customer, The hub and Hue bridge must be on the same local area network (preferably the same Wi-Fi) to discover each other. If you have some Bluetooth-connected lights, the X series cannot control them. The X series only supports adding lights via the Hue bridge. Therefore, if you have two different bridges, please add them separately. After adding, the app will display the control switches for all lights currently connected to the bridge. If you still cannot find the hub bridge, please restart the hub and then add it again via WiFi.