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Monday, March 25, 2019

Videocon d2h Troubleshooting Tips for Engineers

d2h troubleshooting tips for Engineers.:nj

1.No Power in the Product (No LED Glowing)

Probable Reason

* Power Problem in Power Socket

*d2h Product Power Cord Defective

* Because of High AC mains Voltage or frequent Power fluctuation

#Trouble Shooting Check Points

* Check Power in the Power Socket at Customer Place using Line tester / Multi Meter / Mobile Charger or Try connecting d2h Product in other working Power Socket

* Check the Power Cord Continuity using Tester / Multi Meter
If Box having external Power Supply (Power Adaptor), try by replacing Power Adaptor

* Try connecting another Box & if it works, replace existing Box

2.Blue & Black Screen Problem

Probable Reason

* No Power in the Product

* Product Standby mode

* Product Hang

* Improper Source Selection of Customer TV/ LCD/ LED

* Loose or Improper Connectivity of Audio Video/ HDMI Cord in Customer TV/ LCD/ LED to d2h Product

* Damage AV/ HDMI Cable

#Trouble Shooting Check Points

*Check for ON condition of Power Socket, if not Powered ON

* Check whether Product on Stand by and if Yes, release from Standby

* Perform Power Recycle

* Check source selection (like AV/ HDMI1/ HDMI2 etc.) by Remote and change as per product connectivity with TV

* Check AV & HDMI Connectivity of d2h Product with TV/ LCD/ LED
In case of AV Cord check same Color Cable connected at both End (Yellow with Yellow, RED with RED, White with White)

* Check for any Damage/ Cut in AV/ HDMI Cord, If problem still persisting replace Cord

3.Remote Intermittently / not working (IR Remote)

Probable Reason

* Remote Battery Problem

* Obstruction between Remote & Product

* Any Remote Key pressed

*Any Light (Tube/ CFL etc.) infront of STB IR Sensor

*Any Magnetic Field on the product

#Trouble Shooting Check Points

*Our Videocon d2h Remote having Self Testing Key indication, Press any Key & check for Blue light on OK Key
If not Glowing Check Battery placing (Correct direction/ polarity +/-) and any resting on Contact Points

* Check by replacing Batteries

* Check for any obstruction between d2h Product & Remote, if any remove

* Check whether any Key is continuously pressed, If Yes release

* Try by changing direction of d2h Product

* Check for any Magnetic field like Speaker etc. near d2h Product, if yes keep away

* Check from nearer to the d2h Product

* Check with other Box, if same problem persisiting, replace Remote

4.Remote Intermittently / not working (RF Remote)

Probable Reason

* Remote Battery Problem

* Any Remote Keys Pressed

* Pairing Problem

#Trouble Shooting Check Points

* Check Battery placing (Correct direction/ Polarity +/-) and any resting on Contact Points

* Check by replacing Battery

* Check whether any Key is continuously pressed, if Yes release

* Please pair RF Remote with the Box

a. Press “RESET” (Back side of the STB) Key of STB for 10 Sec. & Release (STB should ON & have Video on Screen), after release, a message Flash at TV Screen –“Force RF4CE Reset! Box will reboot pair your RCU after Rebooting “and STB will automatically re- boot.

b. After restart Home Channel appears, Press “*” Key of RCU & hold for 5 Sec.
Seconds & then press “OK” Key, A Screen will appear to enter Code (3 digit)

c. Type recommended Nos. displaying in Screen from RCU.
After successful entering Code, message “Pairing Successful” will display in Green Color & Remote start working

* If still problem not resolve, then replace Remote

5."Technical Error/ No Signal Available" Problem

Probable Reason

* Due To bad Weather Condition

* Improper LOS, Obstructions between
Reflector & Satellite Path

* Damage of Reflector by Unknown

* LNBF Skew Disturbed by Unknown

* Mis Alignment of Reflector

* Loose connection at Reflector or Product end

* Rusting on Connector

* Due to Cable Damage/ Cut

* Due to parameter setting change in Setup Menu of d2h Product

#Trouble Shooting Check Points

* Check the Weather Condition, Problem may arise due to Heavy Rain, Dense Cloud, Snow fall if Weather is not clear, wait till the waether get Clear

* LOS (Line of Sight) Should be Clear, no obstacle in Satellite Signal Path

* Remove if any or Re-locate Reflector in clear LOS position

* Check Reflector Physical Condition

* Check LNBF Skew angle & if disturbed re-align

* Check for any movement in Azimuth & Elevation alignment, if Yes Peak align Reflector

* Check IF Cable connectivity at Reflector & d2h Product end, should not loose

* Check for any rusting inside Connector on Centre Conductor, if any replace Connector

* Check for any Damages & Kinkling on Cable

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Key
or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

* If still problem persist, Replace d2h Product

6.Picture Freezing Problem

Probable Reason

* Low Signal Strength & Quality

*Loose connection at Reflector or Product end

* Rusting on Connector

* Any Magnetic Field near d2h Product

#Trouble Shooting Check Points

* Check Signal Strength & Quality on all Transponder and Peak align Reflector

* Check IF Cable connectivity at Reflector & d2h Product end, should not loose

* Check for any rusting inside Connector on Centre Conductor, if any replace Connector

* Check for any Magnetic field like Speaker etc. near d2h Product, if yes keep away

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

* If still problem persist, Replace d2h Product

7.E04-4 Smart Card may not be inserted properly/ E06-4 Smart Card Failure (other than Model 1111/1111-U/1111-S/1111-N/SWAP-SDAtom 8003/HDDIGISTB2222/SWAP-HDAtom 8003/HDDIGISTB2233)

Probable Reason

* Smart Card not inserted properly

* Moisture/ dust on Smart Card

#Trouble Shooting Check Points

* Power OFF the Device, slightly pull Smart Card & re-insert properly

* Pull out the Card & Insert Back after Cleaning with Soft & Dry Cloth with 
Arrow Direction inside. Insert the card back into thin slot and chip must be opposite to the Big Slot (CAM Slot).(Ensure Product must be switched off during this activity)

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

* If problem not resolved then swap Product

8.E04-4 Smart Card may not be inserted properly/ E06-4 Smart Card Failure (Only on Model 1111/1111-U/1111-S/1111-N/SWAP-SDAtom 8003/HDDIGISTB2222/SWAP-HDAtom 8003/HDDIGISTB2233)

#Trouble Shooting Check Points

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Key)

* If problem not resolved then Swap Product

9."E16-4 Insufficient Balance or Channel not Subscribed" in Few Channels

Probable Reason

* Customer is not authorized to view the Channel

* If subscribe few more Channel & Product OFF at the time of adding

* Channel mismatch problem

#Trouble Shooting Check Points

* Check if Channel exist in selected Package (should be in package)

* Power ON d2h Product & Refresh by sending SMS: REF <<Customer ID>> to 9212012299 (To get Customer ID Send SMS: CID <<Smart Card No.>> to 9212012299

* Check if Home Channel (LCN-100) also showing E16-4 Error
If Yes, check for LNBF Skew alignment, Connector rusting, Cable Damage

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

* If problem not resolved then swap Product

10."E16-4 Insufficient Balance or Channel not Subscribed" in All Channel

Probable Reason

* In-sufficient balance/ Inactive Account

* Product OFF at the time of recharge

#Trouble Shooting Check Points

* Check for Account Balance & account Status, if low/ Nil, recharge

* Power ON d2h Product & Refresh by sending SMS: REF <<Customer ID>> to 9212012299 (To get Customer ID Send SMS: CID <<Smart Card No.>> to 9212012299

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

11.E19-4 Service Period Expired

Probable Reason

* If d2h Product in not connected with Signal for more than 30days

#Trouble Shooting Check Points

* Please wait for 30 seconds on the same channel to resume Services

* Please Switch OFF your set top box and restart after 15 seconds

* Power ON d2h Product & Refresh by sending SMS: REF <<Customer ID>> to 9212012299 (To get Customer ID Send SMS: CID <<Smart Card No.>> to 9212012299

12.E30-4 Validating Smart Card

Probable Reason

* If d2h Product in not connected with Signal for more than 60days

#Trouble Shooting Check Points

* Please wait for 30 seconds on the same channel to resume Services

* Please Switch OFF your set top box and restart after 15 seconds

* Power ON d2h Product & Refresh by sending SMS: REF <<Customer ID>> to 9212012299 (To get Customer ID Send SMS: CID <<Smart Card No.>> to 9212012299

13.E107-4 Smart Card not Paired with the Box

Probable Reason

* Interchange in Smart Card if multiple Product

* The Smart Card and STB pairing not matching

#Trouble Shooting Check Points

* If you have multiple products, check that Smart Cards are not inter-changed (Check correct no. from Sticker pasted on Box) - Except small Box (Model -1111/1111-U/1111-S/1111-N/SWAP-SDAtom 8003/HDDIGISTB2222/SWAP- HDAtom 8003/HDDIGISTB2233)

* Power ON d2h Product & Refresh by sending SMS: REF <<Customer ID>> to 9212012299 (To get Customer ID Send SMS: CID <<Smart Card No.>> to 9212012299

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

14.107-4 Please Wait…Verifying Smart card

Probable Reason

* Smart Card not inserted properly

#Trouble Shooting Check Points

* Power OFF the Device, slightly pull Smart Card & re-insert properly

* Pull out the Card & Insert Back after Cleaning with Soft & Dry Cloth with Arrow Direction inside. Insert the card back into thin slot and chip must be opposite to the Big Slot (CAM Slot).(Ensure Product must be switched off during this activity) - applicable for Model except -1111/1111-U/1111-S/1111-N/SWAP-SDAtom 8003/HDDIGISTB2222/SWAP- HDAtom 8003/HDDIGISTB2233)

* Power ON d2h Product, if not resolved

* Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Keyor Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

Brothers,

Those who are interested can download PDF file from below link:

http://www.videocond2h.com/WSC/pdf/Troubleshooting%20Tips%20for%20Engineers.pdf

Self Troubleshooting for Frequently Asked Questions (FAQ)

Videocon d2h Message
E16-4 Service is currently scrambled.

1. If recently recharged ensure that your d2h product is in power ON or STANDBY mode for atleast 1 hour for services to resume.
2. You may not have subscribed to this channel.

To subscribe this channel log on to your account on http://www.videocond2h.com & select " Add Top-Up" or Upgrade Package or Order Movie or Call our customer Care

Scenarios
1. If that channel is not a part of the package and
2. If the customer has recharged and is not getting to view the services. (This scenario gets resolved by account refresh. But in few cases if it does not get resolved via a refresh then an engineer visit is required to swap the box.)
3. In case the customers balance is over and he has not recharged he gets this E 16 - 4 message

How it gets resolved
1. Mostly by refresh
2. Engineer visit is required to swap the box. 

Videocon d2h Message
TECHNICAL ERROR

1. Please switch to some other channel to see if you can see the Video/Audio.
2. Switch OFF your d2h product from the mains & after 15 seconds restart it.
3. Please check that the signal cable from the antenna to your d2h product is connected Properly.
4. Due to heavy rains or dense clouds the signal might have been lost, please wait till weather conditions improve.
5. If the problem persists please call our customer care

Scenarios
1. During Bad weather.
2. During Solar Outage.
3. If the signal cable is not properly connected.
4. Reflector Mis-aligned.
5. If weak signal strength in terms of quality.

How it gets resolved
1. Mostly by resetting the box or by power cycling.
2. In case of technical error engineer visit is noted in many cases. 

Videocon d2h Message
E 107 - 4 Smart Card not paired with the box


Scenarios
1. Randomly appears on screen
2. It appears in cases where the set is not active

How it gets resolved
1. By refresh
2. Post activation
3. Power Cycling 

Videocon d2h Message
E 30 - 4 Service is currently scrambled


Scenarios
If the set is off for a long time and the user switches it on he starts seeing this error on screen

How it gets resolved
1. By Heavy Refresh
2. At times engineer visit is required 

Videocon d2h Message
E 100 - 4 Service is currently scrambled.

(Smart Card Error -- Date Code on the card has gone backwards.)

Scenarios
Post activation at time E 100 - 4 error is displayed on the users screen
At times when the customer is watching a channel then too randomly this error is displayed.

How it gets resolved
1. By Heavy Refresh
2. At times swapping 

Videocon d2h Message
E 118 - 4 CI Layer Mismatch on the smartcard


Scenarios
Post activation this error is displayed on customer screen.

How it gets resolved
1. Engineer visit and box swap. 

Videocon d2h Message
E-04-4
 Please insert Smart Card in the d2h product as per the directions mentioned on it. Please do not remove the smart card unless adviced to do so.

Scenarios
If the smart card is not inserted properly.

How it gets resolved
1. By removing and re inserting the smartcard. 

Videocon d2h Message
E06-4: 
Smart card problem, please remove the smart card & reinsert it after 10 seconds. If the problem persists kindly get in touch with us through our helpline numbers.

Scenarios
If the communication with smart card have failed. (Smart Card Failure).

How it gets resolved
1. By removing and re inserting the smartcard. 

Videocon d2h Message
I07 - 4 Checking smartcard


Scenarios
Randomly appears on screen

How it gets resolved
1. By refresh 

I don't stop when I'm tired, I stop when I'm done

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