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TV Related issues and Troubleshooting Process

Please click on the below for Non TPS and software/Hardware related TV issues.

Troubleshooting Document :- Link

Google meet links for recording

https://meet.google.com/jke-hmhi-bcs
https://meet.google.com/tvg-yiwd-uun
https://meet.google.com/ycm-xgar-quk
https://meet.google.com/apm-vgca-woi

Standard Operating Procedure : Troubleshooting TV Issues Reported by Schools

Purpose:

This SOP outlines the steps for identifying, documenting, and troubleshooting TV-related issues reported by schools to ensure timely resolution and minimize downtime.

Procedure:

1. Issue Reporting on HubSpot:

  • All TV-related issues must be logged on HubSpot by the Customer Support Team.
  • Ensure each ticket includes:
    • Detailed description of the issues.
    • School’s name, contact information, and suitable time to contact school.
    • In case it's a hardware issue CS team to initiate trouble shooting and record the session. In case of IT team involvement required for troubleshooting. IT SPOC will be available in the notice of 5 to 10 mins

NOTE: After troubleshooting if the issue still persists, then the CS team should move the ticket to the IT team with Video Recording of that Gmeet session.

2. Initial Troubleshooting by Customer Support:

  • Gmeet sessions will be created by the CS team when a school reports TV related issues and it should be shared in the WhatsApp group wherein IT team is also available.
  • The Customer Support team should perform the basic troubleshooting steps already shared with the team (e.g., TV reset, checking power sources).
  • Gather preliminary information and any visible symptoms of the problem.
  • If it's a Hardware issue wherein IT involvement is required the CS team should add IT team in the same session for quick resolution.

3. Documentation Requirements:

  • Customer Support must collect and upload the video and along with the image of the issue on the same ticket.
  • Ensure images and videos clearly show the problem on the TV.
  • Include the serial number of the TV in the ticket details for tracking purposes.

 

4. Escalation to IT Team:

  • Once initial troubleshooting and documentation are complete, the ticket should be assigned to the IT Team for further investigation.
  • The IT Engineer receiving the ticket should acknowledge it within 1 hour and review all documentation shared by the CS team.
  • If the POC shared by the Customer support team is not responding to the call even after 3 attempts with 1 hour breaks, mention the same in the ticket and move the ticket back to Customer Support.
  • All the call attempts made should be documented on the HubSpot ticket.

 

5. Basic Troubleshooting by IT Engineer:

  • The IT Engineer will conduct the following steps:
    • Contact the school and request them for 15 to 20 minutes of their time to diagnose the issue.
    • Share the Gmeet link to school and ask them to join on their mobile phone and open camera.
    • Start recording the meeting.
    • IT Engineer must record the complete troubleshooting performed and also the serial number of the TV in the same Gmeet recording. 
    • Perform the diagnostics as mentioned in the Troubleshooting steps.
    • Document all steps taken in HubSpot.

6. Resolution or Further Escalation:

  • If the issue is resolved, the IT Engineer will close the ticket, including a detailed resolution summary.
  • If additional support is required, 
    • IT Engineer or the Team Lead will share the recording along with the school name, issue description, TV brand and Serial number to the vendor on a separate email. It is mandatory to not include third party on the hubspot ticket.
    • If vendor is available during the call with school, share the Gmeet link with them so that multiple calls to the school can be avoided and improve resolution TAT.
  • If the TV is damaged due to external interference (physically damaged) then it will not be covered under warranty. Inform the school and their CSM that in this case we advise the school to consider purchasing a new TV as the cost of the Display panel is around 80% to 85% of the cost of a new TV, excluding service charges. 




  • Resolution Time: 
    • Tickets must be resolved or escalated to the vendor on the same day it is received. 
    • In case school is not ready for support or is requesting to postpone troubleshooting call, resolution time will increase and the same should be documented on the Hubspot ticket and inform to CSM.

Responsibility:

    • Customer Support: Initial troubleshooting, documentation, and ticket creation.
    • WH IT Team: Advanced troubleshooting, issue resolution, and escalation if necessary.
    • Team Leads: Initiate email with Vendor and follow-up with resolution.
    • Aditya Satyendra Gupta,Ankit Pandey: Updating and maintaining the tracker for every ticket raised. 

 

SPOC from IT Team (Zone and Language wise) for G-meet:

Region

Escalation Level

Agent Name

Phone Number

Preferred Languages

South

L1

Dhinagaran

7208949462

Tamil, Kannada

Sampath

7304452707

Tamil

Prakash

7208881725

Tamil, Telugu

L2

Premnath Reddy

8682000068

Kannada, Telugu, Tamil, Hindi

Karthik

7092884884

Tamil, Telugu

East

L1

Ram Poojan Sahu

9628861550

Hindi

L2

Sandip Mana

8250158443

Bengali, Hindi

North

L1

Saurabh Sinha

9773840142

Hindi

Sudhanshu Yadav

9354417991

Hindi

L2

  

8287210510

Hindi

Aditya Satyendra Gupta

8542822290

Hindi

West

L1

Jeewan Singh Karki

7208867925

Hindi, Marathi

L2

Rupesh Nair

9167037270

Hindi

 

LED TV Troubleshooting

1. TV Won’t Turn On / Dead

  • Check Power Source: Ensure the power cable is securely plugged in. Try a different power outlet.
  • Remote Control: Replace the batteries and attempt to turn the TV on using both the remote and the TV’s power button.
  • Power Indicator: If the power light is on but the TV does not respond, the unit may require service.
  • Potential Causes: Loose cable connection, main-board issue, or defective power cord.

2. No Picture (Blank Screen)

  • External Check: Inspect the power cable and connections.
  • Cables: Check for visible damage and test with a different power outlet.
  • Remote Control: Try powering on with the remote or the TV’s power button.
  • Power LED Status: Ensure the standby LED (red) is lit.
  • Brightness Settings: Check and adjust brightness if the picture appears dull.
  • Backlight Issue: If there is sound but no picture, the backlight may have failed.
  • Potential Causes: Defective main-board, LVDS cable, or TV panel.

3. No Sound

  • Mute Button: Confirm that the TV is not muted and the volume is adjusted.
  • Audio Output: Ensure the output is set to the TV speakers and not external Bluetooth or soundbar devices.
  • Check Cables: Verify that any connected external speakers are properly cabled.
  • Other Sources: Test audio through different apps like YouTube.
  • Potential Causes: Speaker, cable, or main-board issue.

4. Poor Picture Quality

  • Resolution: Confirm that the input resolution is compatible with the TV.
  • Cable Connections: Ensure all cables (HDMI, AV) are securely connected.
  • Picture Settings: Adjust brightness, contrast, sharpness, and color or reset to the default “Standard” mode.
  • Signal Strength: Check video quality through other sources like YouTube.
  • Potential Causes: LVDS cable or T-Con board issues.

5. Ghost/Blurry Image

  • Input Source: Check for weak signals or try viewing on YouTube.
  • Reset: Perform a factory reset on the TV.
  • Cable Check: Ensure cables (HDMI, AV) are secure and undamaged.
  • Update Firmware: Check for firmware updates to resolve compatibility issues.
  • Potential Causes: HDMI or AV cable issues, firmware, or panel issue.

6. Remote Not Working

  • Batteries: Replace with fresh batteries.
  • Obstructions: Ensure nothing blocks the signal between the remote and the TV sensor.
  • IR Test: Check the IR signal from the remote using a mobile camera.
  • Potential Causes: Faulty IR connector, remote, or sensor.

7. TV Turns Off Randomly

  • Sleep Timer: Verify the sleep timer is disabled.
  • Overheating: Ensure adequate ventilation to prevent overheating.
  • Software Update: Check for updates.
  • Potential Causes: Defective main-board components.

8. Horizontal or Vertical Lines on the Screen

  • Loose Cable: Check HDMI/AV cable connections.
  • Reset TV: Power off and reset the TV to factory settings.
  • Internal Issue: Persistent lines may indicate a panel issue requiring service.
  • Potential Causes: LVDS cable or panel defect.

9. Wi-Fi Not Connecting

  • Restart TV and Router: Restart both devices.
  • Wi-Fi Settings: Confirm the correct network and password are selected.
  • Hotspot Test: Connect to a mobile hotspot.
  • Update Firmware: Look for firmware updates to improve connectivity.
  • Potential Causes: Main-board or Wi-Fi module failure.

10. Flickering or Flashing Screen

  • Check Input Devices: Test with different input devices to identify the source.
  • Power Reset: Reset the TV from settings.
  • Energy Saving Features: Disable energy-saving modes.
  • Potential Causes: Main-board or backlight (BLU) issues.

11. TV Not Responding to Commands

  • Reboot: Unplug the TV for one minute and plug it back in.
  • Firmware Update: Check if a firmware update is available.
  • Potential Causes: Main-board malfunction.

12. TV Shows "No Signal"

  • Input Source: Confirm the correct input source (HDMI, AV, etc.) is selected.
  • Reconnect Cables: Ensure all cables are secure.
  • Test Other Devices: Connect another device (e.g., laptop) to test the signal.
  • Potential Causes: Faulty cable or main-board.

13. TV Stuck in Boot Loop (Restarting Continuously)

  • Factory Reset: Access the settings to reset the TV.
  • Firmware Update: Attempt a firmware update via USB.
  • Service Requirement: Continuous rebooting may require professional repair.
  • Potential Causes: Firmware corruption or main-board failure.

14. HDMI Ports Not Working

  • Switch HDMI Port: Try a different HDMI port.
  • Try Different Cables: Use another HDMI cable.
  • Reset HDMI Ports: Unplug the TV and all HDMI devices, then reconnect.
  • Potential Causes: Defective cable or main-board.

15. TV Buzzing or Humming Sound

  • Speaker Settings: Disable any enhanced audio features.
  • Reduce Volume: If humming persists at high volumes, try lower levels or external speakers.
  • Cable Interference: Separate HDMI and power cables to reduce interference.

16. No Network Connection or Slow Smart TV Performance

  • Reboot Router and TV: Restart both devices.
  • Wi-Fi Strength: Ensure the TV is within range or connect via Ethernet.
  • Clear Cache: In settings, clear app cache or data.
  • Update Firmware: Look for a firmware update.
  • Potential Causes: Firmware issue or Wi-Fi module defect.

17. RGB Picture / Aging Mode ON / No Picture / Plain Raster

  • Aging Mode: Press the power key on the TV’s control pad to exit aging mode.
  • Potential Causes: Carbon build-up on LVDS connector, T-Con board, or main-board issues.

18. Remote Not Working

  • IR Check: Use a mobile phone camera to view the infrared (IR) signal emitted by the remote. If IR rays are visible through the camera, the remote is working; if not, the remote may be defective.
  • Battery Replacement: Replace the remote's batteries with fresh ones and test functionality.
  • IR Connector and Sensor: Ensure the IR connector is securely attached. Clean the IR sensor on the TV to remove any dust or debris.
  • Potential Causes: Defective IR cable or sensor PCBA.