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Logitech Harmony Companion Troubleshooting

This troubleshooting page will help you diagnose problems with the Logitech Harmony Companion.

You have trouble sending startup commands from the remote to the hub.

The hub sensor may be poorly positioned or blocked by something else. Check to see if there is a clear direct path between the remote and the hub for signals to be sent successfully.

The CEC (Consumer Electronics Control) of your television allows for the command of multiple devices from a centralized HDMI connection cable feature. It's possible that CEC and Harmony's auto power and input commands are conflicting with each other. Disable the CEC inputs if they are inconsistent with Harmony commands.

See https://support.myharmony.com/en-us/unde... for specific CEC instructions on your television based on manufacturer.

Signal may be too weak or lost due to a dead battery. See (insert guides)

If none of the above methods fix the issue, the motherboard from the Companion remote or Harmony hub may need to be replaced. See (insert guides) for motherboard replacement techniques.

You have trouble getting picture and audio commands to register to television correctly.

Make sure the source of input from your television is correct. Usually, your television manufactured remote has a "Source" button located towards the top. Press it and locate the correct input for your Harmony device.

The CEC (Consumer Electronics Control) of your television allows for multiple devices to be commanded from a centralized HDMI connection cable feature. If a device powers on or off or changes inputs inconsistent with harmony commands, some CEC inputs may need to be disabled. See https://support.myharmony.com/en-us/unde... for specific CEC instructions on your television based on manufacturer.

If none of the above methods fix the issue, the motherboard from the Companion remote or Harmony hub may need to be replaced. See (insert guides) for motherboard replacement techniques.

You have trouble getting device to respond within an appropriate time-span.

Typically, remotes send multiple signals to confirm a command is sent to the receiver. If command repetition is set too low, the device may not be sending enough signals to ensure a successful exchange. To fix this issue, sign into your MyHarmony desktop software -> select Harmony Companion remote -> Devices tab on left side of screen -> select your Harmony Hub receiver -> Change Device Settings -> Device Delay Settings and click Next ->and increase Power-on delay value.

Signal may be too weak or lost due to a dead battery. See (insert guides)

You click on the command for a channel in your Favorites, but you are taken to the wrong one.

Any of your Favorite Channels must have a Watch TV Activity type, which is different than "Watch TV" in the name of your Activity. From the Harmony app go to MENU -> Harmony Setup -> Add/Edit Devices & Activities -> ACTIVITIES -> ADD ACTIVITY -> WATCH TV then select > to configure this setting. Turn on the devices that are off and press MY DEVICES ARE ON. Select the appropriate input for your TV and Receiver. You can also create a Watch TV Activity on your desktop by signing into MyHarmony. Then select Activities -> Add Activity -> Watch TV. Next name the device, select an icon, and select the device for this Activity. You will also have to select the device used to change the channels, the device that will change the volume, and the input for the device. Don't forget to sync your remote after making channels.

Each device for your Harmony Companion, such as the Companion remote, will have its own Favorite Channels. The command you are selecting may be a Favorite Channel on another device. To change the settings without resetting, log in to MyHarmony on your desktop and select your remote. Press Favorites -> Set up Favorite Channels for this device -> enter Favorite Channel number. Then sync the remote. For the Harmony mobile app, select MENU -> Harmony Setup -> Add/Edit Devices & Activities -> FAVORITES. Type in your postal code and hit SEARCH to find your service provider. Select your service provider and select > at the top right. Pick your Favorite Channels and hit > again to finish.

To reset to factory settings for the Harmony mobile app select MENU -> Harmony Setup -> Add/Edit Devices & Activities -> Reset Favorites. To reset the Companion remote, remove one of the batteries and hold down the power button.

You are pressing a command on the Companion remote, but it causes you to jump up or down a menu too many times.

If a command is being sent too many times, the repeat setting on the Companion remote may be too high. This problem can be solved using desktop software or the Harmony mobile app. To utilize the desktop software, sign into MyHarmony on your computer and be sure the proper remote is selected. Select Devices -> Change Device Settings -> Device command repeats -> Next. Adjust the slider, select finish, and be sure to sync your Companion remote to make the changes. To solve the issue using the Harmony mobile app, open the app and select Menu -> Harmony Setup -> Add/Edit Devices & Activities ->DEVICES. Under DEVICES, select the device you would like to modify then select COMMAND REPEATS. Adjust the repeat value and select > to finish making changes.

If you notice this occur when certain apps are in use, your app firmware may need to be updated. To do this, go into the app settings, find the system settings, and then select the system update. Under system settings, set your device to check manually for updates so this problem does not occur in the future.

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