Remote is Non-responsive

If your AirMouse or D-pad is unresponsive, or the remote's LED light is dark, this page is for you!

If the AirMouse works, but voice commands and shortcut buttons fail, please follow the "Merlyn Doesn't Hear Me" steps to troubleshoot.
 

A. Quick Fixes: Physical & Environmental

1. Remove the Sticker: Ensure the sticker has been removed from the D-pad.
2. Remove the Battery Blocker: If this remote is fresh out of the box, open the back battery cover and remove the orange battery blocker. 
3. Use a Direct Port: Move the USB dongle directly into a computer port, avoiding hubs, docks, or adapters.
4. Check for Interference: Ensure the dongle is not placed directly next to HDMI or power cables.

B. Diagnostic Flow: The Connection Check

1. Observation: When you plug the dongle in, the remote's LED should rapidly blink blue while searching, then stabilize/turn off when connected.
2. Make sure the Merlyn App is running. If you start the app after inserting the USB dongle, you may have to remove and replace the USB dongle to successfully pair the remote. 
3. If Blinking Blue Stays On (Pairing Search Failure): Proceed to the Pairing Repair Procedure.
4. If Remote is Dark (Power Failure): Proceed to Pairing Repair Procedure.

Note: The remote is designed to only need new batteries once a year. It's very unlikely that your batteries are dead. If the remote Pairing Procedure doesn't produce any lights on the remote, replace the batteries and make sure you insert them correctly with the positive end of the batteries BOTH placed near the front of the remote.
 

C. Escalation

• If re-pairing fails, the issue is environmental or driver-related. Contact your IT Admin for assistance with checking system drivers. You may have to put in a Help Desk ticket with your IT department. 

🛑 Still Stuck? Contact Merlyn Support

If you have followed all steps without resolution, email [e-mail]. 

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• Remote
• troubleshooting