Before you schedule a service call, we encourage you to attempt to resolve the problem yourself. Here are some basic ways to troubleshoot your problem. If the problem cannot be resolved, please call our office to schedule an appointment for a service call.
1) Check that the power plug is plugged in. Yes, this sounds common sense, but if you know you didn’t unplug the electronic device, you may assume it is plugged in, when in fact a cleaning person, child or other member of the family may have unplugged it. A lot of components have power cords with multiple connection points. It starts with a power cord that is plugged into the wall outlet. That cord plugs into an external power supply. A separate cord from the power supply plugs into the device. Check the entire connection chain.
2) Check that the cables are tightly secured. Reseating (unplugging and plugging back in) the cables can resolve the problem. If components were moved even slightly, a cable could have come loose, especially HDMI video cables. Obviously, if a cable is lying on the floor, it most likely came fully out and needs to be re-attached. Otherwise, just push each cable gently into the component to ensure it is secure.
3) Reset electronics. To reset any electronic device, you need to turn it off completely, i.e. power it down either by unplugging it or turning off your surge protector, not just hitting the power button of the remote or on the device. Wait 30-45 seconds & turn on or plug back in. This can resolve problems caused by power sags/ surges & updates that did not restart the device properly.
4) Reset your router. If your communications carrier had even a short blip in their service, your router may have been impacted. Go to the router, find the power source and turn it off. Wait 30-45 seconds & turn it back on.
5) Testing to see if your TV is broken. If it doesn’t come on at all and is plugged in, it is dead. If it comes on but the picture is not normal, it may be broken. It could be a loose cable or a problem with your cable/satellite service. Check to be sure you have cable/satellite service at other TVs, as you don’t want to consider it broken if cable is down or your cable box is broken. If you can’t get your channels to change with the remote, use the buttons on the front of the cable/satellite box. The problem may be with the remote.
6) Testing to see if your component is broken. Most components either work or they don’t. Try the power reset described above. If you are using a universal remote control try using the specific remote that came with the device to see if it functions correctly. For example; for a Blu-ray DVD player, use the Blu-ray/DVD remote, turn it on & off, open the disk tray.
7) Testing to see if your remote control is broken. The number one thing to check is that the batteries are fresh/charged and that they are seated properly in the remote. Remotes take a lot of abuse. If it gets dropped on the floor the batteries could have come loose or unseated just enough to cause the remote to act strangely. If the equipment is being operated behind closed cabinet doors then there is a secondary device that facilitates that function. It could be either a separate electronic device that talks specifically to the remote or a universal IR relay system. Both use little “emitters” that are attached to the devices that they are controlling like the cable box. These emitters sometimes get knocked off or the adhesive holding it on has failed. Just placing the emitter back on the unit may fix the problem. Additionally there is an IR sensor that is usually attached to the front of the TV. This also may fall off and needs to be reattached.
8) Reset network. If you have more than a single network device resetting your network when it isn’t operating correctly can take more than just resetting the router. All devices such as network switches, wireless network extenders, etc. need to be reset. As a general rule of thumb turn everything off first and leave it off. Start with the cable modem (router if you have Fios) and power it on. Wait 1-2 minutes then power on the router. (already done if you have Fios) Wait about 1-2 minutes then start powering on the network switches and wireless extenders. If you follow that sequence then all of the settings will be exchanged properly between devices and the network will have a clean start.
We highly suggest you print this article out and keep it somewhere handy so that you have it should you need to troubleshoot.
Note: We have a new Virtual/phone troubleshooting option that allows you to DIY the problem with the assistance of our tech. It is far less expensive than an in-person visit. Ask about this when calling for a service call.