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
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/
LCD/ LED to d2h Product
Check AV & HDMI Connectivity of d2h Product with TV/ LCD/ LED
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
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
1
Troubleshooting Tips for Engineers
No Power in the Product (No LED Glowing)
Blue & Black Screen Problem
Remote Intermittently / not working (IR 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
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 LOS (Line of Sight) Should be Clear, no obstacle in Satellite Signal Path
Reflector & Satellite 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
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
2
Picture Freezing Problem
"Technical Error/ No Signal Available" Problem
Troubleshooting Tips for Engineers
Remote Intermittently / not working (RF Remote)
Probable Reason Trouble Shooting Check Points
Smart Card not inserted properly Power OFF the Device, slightly pull Smart Card & re-insert properly
Moisture/ dust on Smart Card
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)
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
Probable Reason Trouble Shooting Check Points
Perform Factory Reset (Menu >> Setup >> Factory Reset >> Press OK Key)
If problem not resolved then Swap Product
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
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
3
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)
Troubleshooting Tips for Engineers
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)
"E16-4 Insufficient Balance or Channel not Subscribed" in Few Channels
"E16-4 Insufficient Balance or Channel not Subscribed" in All Channel
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
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
Probable Reason Trouble Shooting Check Points
Interchange in Smart Card if multiple Product
If you have multiple products, check that Smart Cards are not inter-changed (Check correct no. from Sticker pasted
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
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
4
E107-4 Smart Card not Paired with the Box
E30-4 Validating Smart Card
107-4 Please WaitVerifying Smart card
E19-4 Service Period Expired
Troubleshooting Tips for Engineers