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Troubleshooting Tips for Engineers

 

No Power in the Product (No LED Glowing)

Probable Reason

 

Trouble Shooting Check Points

Power Problem in Power Socket

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

d2h Product Power Cord Defective

Check the Power Cord Continuity using Tester / Multi Meter

If Box having external Power Supply (Power Adaptor), try by replacing Power Adaptor

Because of High AC mains Voltage or frequent Power fluctuation

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

 

Blue & Black Screen Problem

Probable Reason

 

Trouble Shooting Check Points

No Power in the Product

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

Product Standby mode

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

Product Hang

Perform Power Recycle

Improper Source Selection of Customer TV/ LCD/ LED

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

Loose or Improper Connectivity of Audio Video/ HDMI Cord in Customer TV/

Check AV & HDMI Connectivity of d2h Product with TV/ LCD/ LED

LCD/ LED to d2h Product

In case of AV Cord check same Color Cable connected at both End (Yellow with Yellow, RED with RED, White with White)

Damage AV/ HDMI Cable

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

 

Remote Intermittently / not working (IR Remote)

Probable Reason

 

Trouble Shooting Check Points

Remote Battery Problem

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

Obstruction between Remote & Product

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

Any Remote Key pressed

Check whether any Key is continuously pressed, If Yes release

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

Try by changing direction of d2h Product

Any Magnetic Field on the 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

Troubleshooting Tips for Engineers

 

Remote Intermittently / not working (RF Remote)

Probable Reason

 

Trouble Shooting Check Points

Remote Battery Problem

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

Check by replacing Battery

Any Remote Keys Pressed

Check whether any Key is continuously pressed, if Yes release

Pairing Problem

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

 

"Technical Error/ No Signal Available" Problem

Probable Reason

 

Trouble Shooting Check Points

Due To bad Weather Condition

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

Improper LOS, Obstructions between Reflector & Satellite Path

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

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

Damage of Reflector by Unknown

Check Reflector Physical Condition

LNBF Skew Disturbed by Unknown

Check LNBF Skew angle & if disturbed re-align

Mis Alignment of Reflector

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

Loose connection at Reflector or Product end

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

Rusting on Connector

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

Due to Cable Damage/ Cut

Check for any Damages & Kinkling on Cable

Due to parameter setting change in Setup Menu of d2h Product

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

 

Picture Freezing Problem

Probable Reason

 

Trouble Shooting Check Points

Low Signal Strength & Quality

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

Loose connection at Reflector or Product end

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

Rusting on Connector

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

Any Magnetic Field near d2h Product

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

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

Troubleshooting Tips for Engineers

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

 

Trouble Shooting Check Points

Smart Card not inserted properly

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

Moisture/ dust on Smart Card

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 Key

or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

If problem not resolved then swap Product

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)

Probable Reason

 

Trouble Shooting Check Points

 

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

If problem not resolved then Swap Product

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

Probable Reason

 

Trouble Shooting Check Points

Customer is not authorized to view the Channel

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

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

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

Channel mismatch problem

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 Key

or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

If problem not resolved then swap Product

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

Probable Reason

 

Trouble Shooting Check Points

In-sufficient balance/ Inactive Account

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

Product OFF at the time of 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 Key

or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

Troubleshooting Tips for Engineers

E19-4 Service Period Expired

Probable Reason

Trouble Shooting Check Points

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

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

E30-4 Validating Smart Card

Probable Reason

Trouble Shooting Check Points

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

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

 

E107-4 Smart Card not Paired with the Box

 

Probable Reason

 

Trouble Shooting Check Points

 

If you have multiple products, check that Smart Cards are not inter-changed (Check correct no. from Sticker pasted

Interchange in Smart Card if multiple Product

on Box) - Except small Box (Model -1111/1111-U/1111-S/1111-N/SWAP-SDAtom 8003/HDDIGISTB2222/SWAP- HDAtom 8003/HDDIGISTB2233)

The Smart Card and STB pairing not matching

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 Key

or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key

 

107-4 Please Wait…Verifying Smart card

Probable Reason

Trouble Shooting Check Points

Smart Card not inserted properly

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 Key

or Menu >> Setup >> Installation >> Installation Code >> Factory Reset >> Press OK Key