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Welcome to the PlanetLink Installation and Service Page. This Page is designed to help our customers solve minor problems or to answer any technical questions that they may have. If your problem cannot be solved using the menu below, please call PlanetLink Installation and Service Department at 404-808-1757.

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Black Screen?
Black Screen with the Information Banner Displayed:
  • Power off the receiver, remove the smart card, power the receiver back on and then replace the smart card.
Black Screen without the Information Banner Displayed:
  • What does the customer see on his/her TV screen? If there is a signal error message, go to signal loss troubleshooting.
  • Is the receiver's green light lit indicating the receiver is powered on?
  • Is the TV powered on?
  • Is the TV tuned to the appropriate channel or on the right input source (i.e. video 1, Ant A, Ant B, Ch 3, Ch 4). If customer is using:
  • RF cable/COAX, check both channels 3/4 on TV with customer's TV remote.
  • RCA cables, check to make certain the customer's TV is in the correct video input mode using the customer's TV remote.
  • Are the cables connected tightly to the proper places on back of the receiver?
  • Unplug the receiver from the electrical outlet and wait 15 seconds then plug back in.
  • Remove any equipment other than the receiver and the TV. If picture returns, the VCR is either in the wrong TV/VIDEO mode, or on wrong channel.
  • Isolate each cable as a possible failure point by replacing the cables one at a time.

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No Audio?
  • Check a different channel
  • Turn off TV mute and turn up volume on TV.
  • Make sure receiver volume controls are set correctly.
  • If satellite receiver is connected through a stereo, make sure the stereo is in the correct mode and the volume is turned up.
  • Make sure receiver has current software.
  • Power off the receiver, remove the smart card, power the receiver back on and then replace the smart card.
  • Make sure all cable connections are secure.
  • Check and or replace cables from Receiver to TV.
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No Power?
  • Is the power cord plugged into a working outlet?
  • Does a wall switch control the outlet?
  • Does the receiver work when using another outlet?
  • Verify power by turning receiver on at the front panel.
  • If plugged into a surge protector, try resetting or bypassing directly into a wall outlet.
  • If outlet has a reset button (GFI), try resetting outlet.

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No Video?
  • Is the receiver turned on?
  • Is the TV turned on?
  • Are the cables connected snuggly in the appropriate places on the back of the receiver and TV?
  • Is the TV tuned to the appropriate channel or input source?
  • Does the receiver have current software?
  • Unplug the receiver for 15 seconds.
  • Power off the receiver, remove the smart card, power the receiver back on and then replace the smart card.
  • Press TV/Video button in TV, VCR and SAT mode.
  • Remove any equipment from between the receiver and the TV.
  • Replace cable between receiver and TV
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Loss of Signal?
  • Is there or has there been lately, any bad weather?
  • Is there a new line of sight issue?
  • Are all connections between the dish and the receiver hand tight?
  • Is problem on multiple receivers?
  • Has all in-line equipment between LNBF and receiver been bypassed?
  • Is there one temporary run of different RG-6 cable between LNBF and receiver?
  • What is the signal strength on first four transponders on 119 and 110? Is there a pattern?
  • Does the switch test indicate any potential issues?
  • Did the Signal return following a Hard Reset of the receiver (Smart Card removed and re-inserted)
  • If the customer has two receivers, does the signal loss follow the receiver if the two receivers are swapped?
  • Has the equipment been tested at a known working location?
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Snow on Picture?
  • Is the receiver's green light lit indicating the receiver is powered on?
  • Is the TV powered on?
  • Is the TV tuned to the appropriate channel or on the right input source (i.e. video 1, Ant A, Ant B, Ch 3, Ch 4).
  • If customer is using:
  • RF cable/COAX, check both channels 3/4 on TV with customer's TV remote.
  • RCA cables, check to make certain the customer's TV is in the correct video input mode using the customer's TV remote.
  • Are the cables connected tightly to the proper places on back of the receiver?
  • Unplug the receiver from the electrical outlet and wait 15 seconds then plug back in.
  • Remove any equipment other than the receiver and the TV. If picture returns, the VCR is either in the wrong TV/Video mode,
  • or on wrong channel.
  • Isolate each cable as a possible failure point by replacing the cables one at a time.

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Smart Card Problems?
  • Check the Customers PPV purchase history. If they have a full smart card, they may need to download PPV's - see PPV section.
  • Power off the receiver, remove the smart card, power the receiver back on and then replace the smart card.
  • Verify that the receiver has current software by going to system info screen.
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Pay Per View Purchase Problems?
  • Is phone line connected to the receiver?
  • Is phone jack and phone cord operational?
  • Is the Telephone Setup menu on the receiver set up correctly?
  • Run phone diagnostic test.
  • Can the receiver be tested on any other residential phone line?
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