LG HB905PA – SB95PA-F/S/C/W - TROUBLESHOOTING - To provide clear and
concise guidelines for customer service agents to handle calls on box
goods calls
Lines on Picture
Distorted picture refers to the customer getting
video, but there is a problem with the video.
What cables is the customer using to connect the BD?
|
NO
|
Determine what cables the customer is using to connect
the BD to the TV and if connected properly. Refer to OM
for connections. Tighten any loose cables. Make sure the customer is not
connecting a BD to VCR or BD to DVD Recorder.
Copy protection can distort the picture on older DVD
models.
|
YES
|
||
Is the TV set to the correct input?
|
NO
|
Make sure the TV is on the correct input.
Turn TV off, then on to determine input.
Video when using composite, or component.
DVI when using DVI, and HDMI when using HDMI.
|
YES
|
||
Do lines appear when
watching multiple discs?
|
NO
|
One disc displaying the issue is a problem with the disc.
Multiple discs displaying the problem could indicate the
BD lens needs to be cleaned. Recommend the customer use a lens cleaner on the
BD. A lens cleaner is available at any local electronics retailer
|
YES
|
||
Do lines appear when
watching a TV program?
|
NO
|
Lines appearing when watching a TV program indicates an
issue with the display. If the TV program is fine, then connect the BD to
another input on the display to
determine if the problem is following the BD.
|
YES
|
||
Do lines appear when the BD is connected to another TV?
|
NO
|
Connect the BD to another TV and play a disc.
No lines during disc play back indicates a problem with
the first TV.
Please refer to the owners manual for instructions on how
to connect the BD to a TV. If the BD has a problem on the second TV, then see
service chart for service information.
|
YES
|
||
Has the customer tried
another set of cables?
|
NO
|
Have the customer try another set of cables. A bad cable
can
also cause video problems. Test the cable with another
device to the TV to also determine if the TV is bad. If BD is problem.
|
Ghost Picture
Distorted picture refers to the customer getting
video, but there is a problem with the video.
What cables is the customer
using to connect the BD?
|
NO
|
Determine what cables the customer is using to connect the
BD to the TV and if connected properly. Refer to OM for connections.
Tighten any loose cables. Make sure the customer is not
connecting a BD to VCR or BD to DVD Recorder. Copy protection can distort the
picture on older VCR models.
|
YES
|
||
Is the TV set to the correct input?
|
NO
|
Make sure the TV is on the correct input. Turn TV off,
then on to determine input. Video when using composite,
or component. DVI when using DVI, and HDMI when using
HDMI.
|
YES
|
||
Do ghosting appear when
watching multiple discs?
|
NO
|
One disc displaying the issue is a problem with the disc.
Multiple discs displaying the problem could indicate the
BD lens needs to be cleaned. Recommend the customer use a lens cleaner on the
BD. A lens cleaner is available at any local electronics retailer
|
YES
|
||
Do lines appear when
watching a TV program?
|
NO
|
Ghosting appearing when watching a TV program indicates an
issue with the display. If the TV program is fine, then connect the BD to
another input on the display to determine if the problem is following the BD.
|
YES
|
||
Does ghosting appear when the BD is connected to another
TV?
|
NO
|
Connect the BD to another TV and play a disc.
No ghosting during disc play back indicates a problem with
the first TV.
Please refer to the owners manual for instructions on how
to connect the BD to a TV. If the BD has a problem on the second TV, then see
service chart for service information.
|
YES
|
||
Has the customer tried
another set of cables?
|
NO
|
Have the customer try another set of cables. A bad cable
can
also cause video problems. Test the cable with another
device to the TV to also determine if the TV is bad. If BD is problem, please
see service chart for service information.
|
Rolling Picture
Shaky Picture
Blurry Picture
Distorted picture refers to the customer getting
video, but there is a problem with the video.
What cables is the customer
using to connect the BD?
|
NO
|
Determine what cables the customer is using to connect the
BD to the TV and if connected properly. Refer to OM for connections. Tighten
any loose cables. Make sure the customer is not connecting
a BD to VCR or BD to DVD Recorder. Copy protection can
distort the picture on older VCR models.
|
YES
|
||
Is the TV set to the correct input?
|
NO
|
Make sure the TV is on the correct input. Turn TV off,
then on to determine input. Video when using composite,
or component. DVI when using DVI, and HDMI when using
HDMI.
|
YES
|
||
Does rolling appear when
watching multiple discs?
|
NO
|
One disc displaying the issue is a problem with the disc.
Multiple discs displaying the problem could indicate the
BD lens needs to be cleaned. Recommend the customer use a lens cleaner on the
BD. A lens cleaner is available at any local electronics retailer.
|
YES
|
||
Does rolling appear when
watching a TV program?
|
NO
|
Rolling appearing when watching a TV program indicates an
issue with the display. If the TV program is fine, then connect the BD to
another input on the display to determine if the problem is following the BD.
|
YES
|
||
Does rolling appear when the BD is connected to another
TV?
|
NO
|
Connect the BD to another TV and play a disc. No lines
during disc play back indicates a problem with the first TV. Please refer to
the owners manual for instructions on how to connect the BD to a TV. If the
BD has a problem on the second TV, then see service chart for service
information.
|
YES
|
||
Has the customer tried
another set of cables?
|
NO
|
Have the customer try another set of cables. A bad cable
can also cause video problems. Test the cable with another device to the TV
to also determine if the TV is bad. If BD is problem, please see service
chart for service information.
|
Black Screen
The entire screen is black.
Does the BD on-screen menu appear?
|
NO
|
Make sure the customer did not select 480i resolution in
the menu of the BD player if using HDMI connections. Change resolution on
up conversion BD player by pushing the resolution button
of the remote controller. HDMI don’t support 480i resolution.
|
YES
|
||
What cables is the customer
using to connect the BD?
|
NO
|
Determine what cables the customer is using to connect the
BD to the TV and if connected properly. Refer to OM for connections. Tighten
any loose cables. Make sure the customer is not connecting a BD to VCR or BD
to DVD Recorder. Copy protection can distort the picture on older VCR models
|
YES
|
||
Is the TV set to the correct input?
|
NO
|
Make sure the TV is on the correct input. Turn TV off,
then on to determine input. Video when using composite, or
component. DVI when using DVI, and HDMI when using HDMI
|
YES
|
||
Is the customer able to
watch TV programming?
|
NO
|
If the customer is not able to watch television then he
may have a problem with his television, especially if the cable signal comes
through on a different input. If the customer can not get a TV program, then
he still may have a problem with the particular input on his TV.
|
YES
|
||
Can the customer connect
the BD to another TV?
|
NO
|
Have the customer connect the BD to another TV in order to
determine if the problem is the BD or the TV. Refer to the OM for connections
assistance. If the BD works on the second TV,
then the customer has a problem with his TV
|
YES
|
||
Has the customer tried
another set of cables?
|
NO
|
Have the customer try another set of cables. A bad cable
can
also cause video problems. Test the cable with another
device to the TV to also determine if the TV is bad. If BD is problem, please
see
service chart for service information.
|
Blue Screen
The entire screen is a solid blue color.
Snowy Screen
A snowy picture is when black and white dots are all
over the screen.
Does the BD on-screen
menu appear?
|
NO
|
Make sure the customer did not select 480i resolution in
the menu of the BD player if using HDMI connections. Change resolution on
up conversion BD player by pushing the resolution button
of the remote controller. HDMI don’t support 480i resolution
|
YES
|
||
What cables is the customer
using to connect the BD?
|
NO
|
Determine what cables the customer is using to connect the
BD to the TV and if connected properly. Refer to OM for connections.
Tighten any loose cables. Make sure the customer is not
connecting a BD to VCR or BD to DVD Recorder. Copy protection can distort the
picture on older VCR models
|
YES
|
||
Is the TV set to the correct input?
|
NO
|
Make sure the TV is on the correct input. Turn TV off,
then on to determine input. Video when using composite, or
component. DVI when using DVI, and HDMI when using HDMI
|
YES
|
||
Is the customer able to
watch TV programming?
|
NO
|
If the customer is not able to watch television then he
may
have a problem with his television, especially if the
cable signal comes through on a different input. If the customer can not get
a TV program, then he still may have a problem with the particular input on
his TV.
|
YES
|
||
Can the customer connect
the BD to another TV?
|
NO
|
If the customer is not able to watch television then he
may
have a problem with his television, especially if the
cable signal comes through on a different input. If the customer can not get
a TV program, then he still may have a problem with the particular input on
his TV.
|
YES
|
||
Can the customer connect
the BD to another TV?
Has the customer tried
another set of cables?
|
NO
NO
|
Have the customer connect the BD to another TV in order to
determine if the problem is the BD or the TV. Refer to the OM for
connections assistance. If the BD works on the second TV,
then the customer has a problem with his TV.
Have the customer try another set of cables. A bad cable
can
also cause video problems. Test the cable with another
device to the TV to also determine if the TV is bad. If BD is problem, please
see service chart for service information
|
