Troubleshooting Tips for PDi TVs

Dealing with a malfunctioning TV can be frustrating, especially when you have a history with the product and still can't pinpoint the problem. To help narrow down the issue and prevent wasting time, consider these essential checks:

1. Identify Location vs. Device Issues

First, it’s important to determine if the problem is tied to the TV or the specific location where it’s being used.

• Before moving any hardware, ensure the TV is connected to power and that your remote has functional batteries. Additionally, confirm that the TV is connected to a signal source and is set to the correct input (e.g., TV, HDMI 1, HDMI 2, USB Media).

• Test if the issue persists when the TV is moved to a different location:
  • If the TV functions normally in a different location, investigate the original location for issues such as faulty cables, power supply issues, or signal disruptions.
  • If the problem persists despite relocation, focus on troubleshooting the TV itself.
• Consider moving another known working TV to the original location to see if it encounters the same problem.
  • If it does, this confirms that the issue is related to the location.
  • If not, it suggests that the problem lies with the TV.

Note: If multiple TVs are experiencing the same problem:

• While it's possible, it's unlikely for several TVs to all have identical issues stemming from the TVs themselves. Typically, if this happens, it’s due to a factor "upstream," such as a splitter, amplifier, head-end problem, or changes made by the cable company or signal provider.
• Cable company maintenance or channel lineup changes can affect a TV's ability to receive signals properly. In such cases, performing a channel scan can resolve apparent "lost channels."

2. Gather Necessary Information

Before contacting technical support, gather the following details:

• Model and serial numbers to check warranty status and manufacturing date.
• Device history, including any past functionality issues.
• Detailed description of the current problem, including any changes in device behavior.
• Check for any unauthorized access to the TV menu or damage sustained during use or shipping.
• Note any changes since installation, such as new services, technology upgrades, or similar issues with other devices.
• Keep track of the number of devices affected and when the issues first started.

3. Prepare for Technical Support:

If possible, have the TV accessible on a workbench or in a location where you can follow instructions over the phone. Be ready for technical support to:

• Inquire about firmware or software versions.
• Guide you through firmware updates via OTA or USB if necessary.
• Verify settings in the TV's menu.
• Request specific details about how the TV malfunctioned and if it was in use during the time of failure.
• Share any relevant information about the circumstances surrounding the issue.

All the information you collect will be very helpful in pinpointing the issue and assisting the support team in diagnosing and resolving the problem. With your cooperation, our team can restore functionality to your device and help you avoid repair costs.

If you're sure you want to complete a product return, please submit an RMA form.