Philips OLED TVs – Service mode, error codes, panel codes, Factory mode and software update

Applicable to: 

43PUS7303/12,49PUS7503/12, 50PUS7303/12, 55PUS7303/12, 55PUS7503/12, 65PUS7303/12, 65OLED873/12, 65OLED973/12

TPM18.1E LA-Chassis

Service Modes
The Service Mode feature is split into following parts:
Service Alignment Mode (SAM). Factory Mode.
Customer Service Mode (CSM).SAM and the Factory mode offer features, which can be used by the Service engineer to repair/align a TV set.

SAM and the Factory mode offer features, which can be used by the Service engineer to repair/align a TV set. Some features are:
To Make alignments (e.g. White Tone), reset the error buffer (SAM and Factory Mode).
To Display information (“SAM” indication in upper right corner of screen, error buffer, software version, operating hours, options and option codes, sub menus).

The CSM is a Service Mode that can be enabled by the consumer. The CSM displays diagnosis information, which the customer can forward to the dealer or call centre. In CSM mode, “CSM”, is displayed in the top right corner of the screen. The information provided in CSM and the purpose of CSM is to:

 Increase the home repair hit rate.
 Decrease the number of nuisance calls.
 Solved customers’ problem without home visit.

For the new model range, a new remote control (RC) is used with some renamed buttons. This has an impact on the activation of the Service modes. For instance the old “MENU” button is now called “HOME” (or is indicated by a “house” icon).

Service Alignment Mode (SAM)

Purpose
 To modify the NVM.
 To display/clear the error code buffer.
 To perform alignments.
Specifications
 Operation hours counter (maximum five digits displayed).
 Software version, error codes, and option settings display.
 Error buffer clearing.

Option settings.
Software alignments (White Tone).
NVM Editor.
Set screen mode to full screen (all content is visible.

How to Activate SAM
To activate SAM, use one of the following methods: Press the following key sequence on the remote control transmitter: “062596”, directly followed by the “INFO/OK” button. Do not allow the display to time out between entries while keying the sequence.
Or via ComPair.

After entering SAM, the following items are displayed, with “SAM” in the upper right corner of the screen to indicate that the television is in Service Alignment Mode.

How to Navigate
 In the SAM menu, select menu items with the UP/DOWN keys on the remote control transmitter. The selected item will be indicated. When not
all menu items fit on the screen, use the UP/DOWN keys to display the next/previous menu items

With the “LEFT/RIGHT” keys, it is possible to:
 (De) activate the selected menu item.
 (De) activate the selected sub menu.
 Change the value of the selected menu item.
 When you press the MENU button once while in top level SAM, the set will switch to the normal user menu (with the SAM mode still active in the background).

How to Store SAM Settings
To store the settings changed in SAM mode (except the RGB Align settings), leave the top level SAM menu by using the POWER button on the
remote control transmitter or the television set. The mentioned exceptions must be stored separately via the STORE button.

How to Exit SAM
Use one of the following methods:
 Switch the set to STANDBY by pressing the mains button on the remote control transmitter or the television set.
 Via a standard RC-transmitter, key in “00” sequence.
Note: When the TV is switched “off” by a power interrupt while in SAM, the TV will show up in “normal operation mode” as soon as the power is
supplied again. The error buffer will not be cleared.

[Under main menu “NVM editor”, you can use the UP/DOWN keys to view and change the set Type number, the set Production code or the 18AC of a part.(The NVM-editor still has the same function as before, alpha-numeric entry.]

Factory mode

Purpose

 To perform extended alignments

Specifications
 Displaying and or changing Panel ID information.
 Displaying and or changing Tuner ID information.
 Error buffer clearing.
 Various software alignment settings.
 Testpattern displaying.

Public Broadcasting Service password Reset. etc.

How to Activate the Factory mode
To activate the Factory mode, use the following method:
l Press the following key sequence on the remote control transmitter: from the “menu/home” press “1999”, directly followed by the “Back/Return” button. Do not allow the display to time out between entries while keying the sequence.
After entering the Factory mode, we can see many items displayed, use the UP/DOWN keys to display the next/previous menu items.

How to Exit the Factory mode
Use one of the following methods:
 Select EXIT_FACTORY from the menu and press the “OK” button.
Note: When the TV is switched “off” by a power interrupt, or normal switch to “stand-by” while in the factory mode, the TV will show up in “normal operation mode” as soon as the power is supplied again. The error buffer will not be cleared.

Customer Service Mode (CSM)

Purpose

The Customer Service Mode shows error codes and information on the TVs operation settings. The call centre can instruct the customer (by telephone) to enter CSM in order to identify the status of the set.This helps the call centre to diagnose problems and failures in the TV set before making a service call.
The CSM is a read-only mode; therefore, modifications are not possible in this mode.

Specifications
 Ignore “Service unfriendly modes.

Line number for every line (to make CSM language independent).
Set the screen mode to full screen (all contents on screen is visible).
After leaving the Customer Service Mode, the original settings are restored.
Possibility to use “CH+” or “CH-” for channel surfing, or enter the specific channel number on the RC.

How to Activate CSM
To activate CSM, press the following key sequence on a standard remote control transmitter: “123654” (do not allow the display to time out
between entries while keying the sequence). After entering the Customer Service Mode, the following items are displayed. use the Right/Left keys
to display the next/previous menu items
Note: Activation of the CSM is only possible if there is no (user) menu on the screen.

How to Navigate
By means of the “CURSOR-DOWN/UP” knob (or the scroll wheel) on the RC-transmitter, can be navigated through the menus.

How to Exit CSM
To exit CSM, use one of the following methods.
 Press the MENU/HOME button on the remote control transmitter.
 Press the POWER button on the remote control transmitter.
 Press the POWER button on the television set..

Software Upgrading, Error code and Panel Code

Ready for F/W Upgrade

1.Rename the software as “autorun.upg”.
2. Prepare a USB memory (File format: FLAT, Size: 1G~8G).
3. Copy the software to USB flash disk (root directory).
Note the version of this F/W before you change the software file name.

1.Plug the USB memory on the USB port on the side I/O port of TV (Please connect to USB 2.0 port, not recommend USB 3.0 port.).
2. AC on (Power plug).
3. TV will take a few minutes the downloading to detect the software, and then upgrade automatically as detect the software.

4. Press OK to start software upgrade.

5. Upgrade in progress

Check the SW version

After burning software, TV will restart.

Press “123654”, enter Customer Service Mode to check if the software version is correct.
Caution: Please make sure that software upgrade is finished before unplug the USB and AC power.

Error Code

Error codes are required to indicate failures in the TV set. In principle a unique error code is available for every:
• Activated (SW) protection.
• Failing I2C device.
• General I2C error.
The last five errors, stored in the NVM, are shown in the Service menu’s. This is called the error buffer.
The error code buffer contains all errors detected since the last time the buffer was erased. The buffer is written from left to right. When an error occurs that is not yet in the error code buffer, it is displayed at the left side and all other errors shift one position to the right.
An error will be added to the buffer if this error differs from any error in the buffer. The last found error is displayed on the left.
An error with a designated error code never leads to a deadlock situation. It must always be diagnosable (e.g. error buffer via OSD or blinking LED).
In case a failure identified by an error code automatically results in other error codes (cause and effect), only the error code of the MAIN failure is displayed.

How to Read the Error Buffer [On screen via the SAM/CSM (if you have a picture)]

ERROR: 000 000 000 000 000: No errors detected
 ERROR: 013 000 000 000 000: Error code 13 is the last and only detected error
 ERROR: 034 013 000 000 000: Error code 13 was detected first and error code 34 is the last detected (newest) error
 Via the blinking LED procedure (when you have no picture.

In this chassis only “layer 2” error codes are available and point to problems on the SSB. They are triggered by LED blinking when CSM is activated. Only the following layer 2 errors are defined.

How to Clear the Error Buffer

The error code buffer is cleared in the following cases:

 By using the CLEAR command in the SAM menu
 By using the CLEAR command in the Factory mode:
 By using the following key sequence on the remote control transmitter: “062599” directly followed by the OK button.
 If the contents of the error buffer have not changed for 50 hours, the error buffer resets automatically.
Note: If you exit SAM by disconnecting the mains from the television set, the error buffer is not reset.

Panel Code
Press the following key sequence on a standard RC transmitter: “062598” directly followed by MENU and “xxx”, where “xxx” is a 3 digit decimal value of the panel type: 

see column “Display Code” in below table. 

After resetting the Display Code, restart the set immediately.