Frequently Asked Questions

Answers to some common technical and non technical questions.

I get no sound on some channels, some others are in another language, others are OK.

Chances are you have inadvertently chosen the Second Audio Program (SAP) feature on your television. Multi channel Television Sound (MTS) provides a separate audio channel for second language programming or descriptive services for the visually impaired. Consult your owners manual for more information, see our "Related Links" page for manufacturer support on many brands, or email us for the procedure to select main or stereo sound output. Please provide the make and model number of the set so we may serve you more efficiently.

My set has a great picture, but no sound.

See above— also many TV receivers provide the option of turning off the internal speakers to use with separate home theatre / surround systems. Each manufacturer handles this differently. In some cases you are offered a choice of simply turning off the built in speakers. Other sets allow you to switch between internal and external speakers. Further some manufacturers allow you to use you sets built in speakers as a "center channel" speaker for surround systems. These different modes may be selected by either a menu setting or a switch on the rear of the TV. Consult your owners manual sections on audio and/or initial set up for details, see our "Related Links" page for manufacturer support on many brands, or email us for the procedure. Please provide the make and model number of the set so we may serve you more efficiently.

I have an RCA /GE/ Proscan TV and I get no sound, or sound is OK on some channels and in another language on others, or I get a message telling me that I have activated second audio mode.

Beginning January 1, 2006 the FCC mandated that all programming would carry closed caption information. This information is carried on all analog telecasts in the form of either continuous "streaming" data or in the case of XDS a series of data "packets" The XDS (extended data services) provide information about the current program, TV station, and network. Unlike the caption and text data, they are packets rather than continuous streams of data.

XDS packets include:

 

It appears that the audio drop-out problem occurs when a broadcaster sends invalid XDS data - that is, data that does not contain truncation packets. There are certain XDS encoders on the market that broadcasters may use that will do this. When the microprocessor encounters corrupt data with no truncation packets, the data overflows into memory registers where it does not belong, the first of which relate to the audio processing. When the microprocessor encounters this corrupt data in the audio (or even video) registers, it interprets it as the start of a shut-down, and mutes the audio (and/or video) or in some cases switches to SAP or second audio program mode. When the unit is unplugged and re plugged, it empties these registers of the corrupt data. And restores normal operation. But the vulnerable televisions will do this as they are receiving invalid data from a station to which the MAIN TUNER is tuned. . Since the data is in integral part of the signal transmission and always present whether or not closed captions are set to appear on the screen. It is important to find out what channel, and more specifically, what program the viewer was watching at the time of the audio drop out problem. XDS data may be inserted live, or played back on video tape by a broadcaster. It can also show up on a VHS tape that the customer recorded from a previously-aired television program.

At present, until the technical problems are corrected on the broadcast end, the solution is to avoid the channel causing the problem, or physically disable the closed caption feature of the television. Unplugging the set for several minutes will restore normal operation until the set receives invalid broadcast data again, and the cycle repeats itself. We will post any future information here as it becomes available.

My equipment just went nuts….. Or just quit for no reason...

In many cases this can be the result of an electrical disturbance generating noise that the control system cannot interpret. Since most consumer electronic equipment made in recent years is controlled digitally, this can cause some pretty erratic behavior in a TV affecting sound, picture and the ability to use the remote or turn the TV on and off. Often times removing the AC power cord from the wall, waiting for 30 to 40 minutes, and reconnecting will allow the "brain" to reset itself. This will clear the random memory, but should not affect any channel lists or other customer settings. Also check for any front panels buttons that may be "stuck in" . These soft touch button should move freely. In some cases debris may accumulate around the buttons and cause them to stick in causing unexpected on/off or channel / volume changes to occur.

My TV seems to be cycling through a series of on screen text messages.

Many recent TV sets are pre programmed to offer a sales message for display in a retail location. If this is turned back on inadvertently, the set will display on screen messages about its features, etc. Many sets will not respond to any other commands from the remote or front panel button except the power button. Consult your owners manual for more information, or see our "Related Links" page for manufacturer support on many brands, or email us for procedure turn this feature off. Please provide the make and model number of the set so we may serve you more efficiently.

As an example on Philips / Magnavox products pressing the volume up and volume down keys simultaneously on the front panel (NOT the remote) for several seconds will release the DEMO mode

On some channels I get a black box covering almost the entire screen, others are OK.

The closed caption feature incorporated on TV sets produced in recent years offers several modes of operation—Most familiar is the text captions for current programming available in mode C1. Modes C2 and C3 are used by some broadcasters for second language captions—although we are not aware of any in this area. Another part of the system is the "TEXT BOX" or T1 and T2 modes. If these are selected the text box will appear on channels offering ANY closed caption services. In this area we are not aware of any broadcasters transmitting any text service, so we get just the box. Consult your owners manual for more information to disable this feature or to select C1 captions, or see our "Related Links" page for manufacturer support on many brands, or email us for procedures. Please provide the make and model number of the set so we may serve you more efficiently.

I only get one channel or my channel up down button won't work, but I can "key in" the channels, OR I cannot get any channels above 13 or they are in the wrong place.

These symptoms occur when your set has lost its internal "channel list". All TVs must be able to receive 125 cable channels and 68 off air channels. The "channel list" is an internal memory that can be altered by the user, inadvertently or on purpose, to include only the active channels in that locale. Most sets will retain this list during a power outage, etc. but many older sets must be re-programmed each time the power is removed. This may also become an issue when switching from antenna to cable / satellite or vice versa.

Many sets must be set manually to receive either off air (antenna) or one of three possible cable systems (Standard, HRC or IRC), before any "Autoprogram" features will work properly. Some sets made within the last couple of years will make this determination automatically, but the signal source—antenna or cable—must be connected before the set is power up for the first time.

Off air and cable channels are in basically the same place in the frequency spectrum from channels 2-13, but are at different "addresses" above 13. For example UHF channel 16 WNDU-TV from South Bend, IN is roughly the same "address" as cable channel 67. If the TV is set to "cable" mode, but hooked to an outside antenna, the upper channels will appear "to be in the wrong place", i.e. channel numbers on the set do not match. Consult your owners manual for more information about initial set up of channel lists, see our "Related Links" page for manufacturer support on many brands, or email us for procedures. Please provide the make and model number of the set and let us know if you are connected to cable or an outside antenna so we may serve you more efficiently.

My product is still under warranty or I have and extended service plan—what next?

We are currently authorized to provide service under the terms of their warranty for many products made by Sony, Hitachi, Panasonic, Quasar, Gold Star, LG, Samsung, Orion, Sansui, and Philips Magnavox. Warranty coverage on individual products vary greatly and the owners manuals generally detail the length and terms of coverage for the product. Many small electronic products are handled on an "exchange" basis directly with the manufacturer. Also see our "Related Links" page for direct links to many manufacturers. In general proof of purchase to verify beginning of coverage is required, in the case of gifts or other special circumstance most manufacturers will provide an accommodation letter as verification of coverage. Also lightning, water, or other damage is not considered a defect in material or workmanship and is not covered by the manufacturer. In some cases for products with carry in warranty coverage we can offer on site or pick up and delivery service at an addition charge to the customer.

Extended service plans are unique, and in almost all cases require us to obtain prior authorization from the plan provider. Most provide the consumer with a toll free number to begin the process, please provide them with your name, address, and contract or plan number, and be prepared with date and place of purchase, as well as model and serial numbers. The plan provider will send the dispatch information to us in the case of home repairs or authorize carry in service.

The MOST frequently asked question—How much does it cost to get something fixed?

Cost of repairs are based on the nature and complexity of the unit itself and the technician's time required to diagnose and make a repair, as well as our fixed operating costs (i.e. Tools, Test Equipment, Rent, Telephone, Gas, and Electric to name a few).

Many problems have occurred before on a given model and our technical history records reflect these and cut the diagnostic time considerably. With the accurate symptom description, make, model, and in some cases serial number information, we can draw on these records to as a tool to provide a rough idea of costs. Our access to manufacturer produced service information also a important tool in cutting down actual hands on diagnostic time. These kind of sight unseen estimates are provided at no charge, but charges apply to actual in shop or on site technician diagnosis. Fees for this are applied to final repair charges— diagnosing the actual problem in most cases id the toughest part of the repair. Minimum diagnostic charges on shop repairs on most products are $20.00.

On site repairs involve travel time and are based on a zone (distance) rate system. When requesting a cost estimate for on site service, please be sure to provide a complete address in addition to symptom description, make, model, and in some cases serial number information. Also advise any special circumstances such as custom cabinetry, ceiling mounted equipment, etc as these require special consideration.

Make and Model number information is best found on the Manufacturer identification tag located on the product itself. These usually include serial number and in some cases chassis number information. Some manufacturers (RCA, GE, Proscan, Scenium) provide a "sales" model number as well as a service model number. The service model number is unique to the production run of the set, and in many cases parts and circuit functions are slightly different to include, upgrades, reliability improvements, etc. Some manufacturers use the serial number for this purpose.

Receipts from some retailers also provide this information. Owner's manuals may cover several models and are not the most accurate source for this information.