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No Picture / No Video / Black Screen / Snowy Screen

  • Others
  • Others
  • Troubleshooting
  • COMMERCIAL TV, TV
  • Last Updated 21/11/2012






"Does the unit have power?"


Check to ensure the device is actually receiving power by turning the TV ON. In most cases a power indicator light will be illuminated on the front of the TV, if the option has not been disabled by the customer.

Press the menu button once the television has been powered on to ensure the TV is functioning properly. Use the menu button on the actual TV itself to test.

If no menu appears, and the device is powered on, the device may require service.

If the menu does appear, proceed to step 2.

 

"Let's check some of the other inputs to see if we get a picture"


Is a DVD/BD Player, Game System, VCR, etc. connected to the television?

If yes: Switch to the input where the other device is connected to see if a picture is displayed. Be sure the external device is turned on. If a picture appears, be sure the TV is on the correct input for which the customer is trying to access.

If no other device is connected, or the picture still does not display on the other input, proceed to step 3.

"Is an HDMI cable being used for any of the connections?"


If HDMI is being used and the SIMPLINK option is turned ON, this could cause a 'no signal' message to appear when trying to switch inputs manually on the TV.

Turn the SIMPLINK option off by pressing the SIMPLINK button on the bottom of the remote control or accessing the option in the setup menu of the TV.

Does the picture appear?

If yes: Advise the customer that manual selection of the HDMI inputs is not possible when SIMPLINK is enabled.

If no: proceed to step 4.

"Is a High Definition Cable or Satellite box being used?"


If yes:

    1. Ensure that the external device is turned on. (press the power button on the external device, even if it looks like it is on)
    2. More than likely Component or HDMI cables are being used. Ensure that the cables are inserted securely into both the TV and the external device. If componenet cables are being used, ensure the colors are not mismatched. If HDMI is being used, ask the customer to disconnect each end of the HDMI cable then reconnect.
    3. Ensure that the television is on the correct input. Switch the TV input to Component or HDMI by pressing the 'Input' button on the remote control.
    4. It may be necessary to adjust the resolution of the external device depending on the cables being used. If resolution can be adjusted using front of cable/satellite box or menu option, please do so. For HD Cable/Satellite, the resolution should be at least 720P. Otherwise, it may be necessary to contact the cable/satellite provider.
    5. Attempt to connect a different external device using the same cables, to the same input, to test the TV.

If no:

    1. Ensure that the external device is turned on. (press the power button on the external device, even if it looks like it is on)
    2. Ensure that the television is on the correct input or channel. Switch the TV input to A/V or Video by pressing the 'Input' button on the remote control if using Red/White/Yellow connections.
    3. Attempt to connect a different external device using the same cables, to the same input, to test the TV.

Does the picture appear?

If yes: Troubleshooting is complete

If no: proceed to step 5.

 

"Do you subscribe to Cable or do you receive channels from an antenna?"


Cable:

  1. Ensure that the cable is secure in the back of the TV & the wall outlet.
  2. Ensure that the TV is on the correct input. TV should be on 'TV' or 'Cable' input.
  3. It may be necessary to process an EZ Scan or Auto Channel Set to memorize the available channels.
  4. Try connecting an external device like a VCR to the TV on the same input to ensure the TV is working properly.
  5. Some cable providers require customers to use a converter box that they supply. The customer may want to contact their cable provider to see if this is a requirement.

Antenna:

With digital tuner:

  1. There must be a separate antenna connected directly to the tuner of the television. (there are many types of antennas that can be used to tune digital stations)
  2. Ensure that the TV is on the correct input. TV should be on 'TV' input to tune Over the Air Stations.
  3. If the antenna is connected directly to the tuner of the television, an EZ Scan or Auto Channel Set is necessary to memorize available channels.
  4. It may be necessary to adjust the antenna and re-scan for channels once the adjustment is made.

Without digital tuner:

  1. A Digital to Analog convert box or other external ATSC tuner must be installed to tune digital stations.

2nd Call:

Complete All TS Steps


Is this the first call for this problem? 

If Yes: Continue with 1st Call Troubleshooting steps.
If No: Proceed to the Second Call Instructions.

Customer Education:

"If the unit shows 'no signal' or a black screen, this is usually due to the device being on the wrong input"

Lets perform some simple troubleshooting steps to see if this issue can be resolved over the phone.

  

  

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