Customer Service Mode (CSM)
When a customer is having problems with his TV-set, he can
call his dealer or the Customer Helpdesk. The service
technician can then ask the customer to activate the CSM, in
order to identify the status of the set. Now, the service
technician can judge the severity of the complaint. In many
cases, he can advise the customer how to solve the problem,
or he can decide if it is necessary to visit the customer.
The CSM is a read only mode, therefore modifications in this
mode are not possible.
Provided CSM is activated, every menu from CSM can be used
as check for the back end chain video.So for all CSM content
displayed, it could be determined that the back end video chain
When CSM is activated and there is a USB stick connected to
the TV set, the software will dump the CSM content to the USB
stick.The file (CSM_model number_serial number.xml) will be
saved in the root of the USB stick. This info can be handy if no
information is displayed.
Additional in CSM mode (with USB stick connected), pressing
"OK" will create an extended CSM dump file on the USB stick.
This file (Extended_CSM_model number_serial number.xml)
The normal CSM dump information,
All items (from SAM "load to USB", but in readable format),
SW/HW event logs.
To have fast feedback from the field, a flashdump can be
requested by development. When in CSM, push the "red"
button and key in serial digits '2679' (same keys to form the
word 'COPY' with a cellphone). A file "Dump_model
number_serial number.bin" will be written on the connected
USB device. This can take 1/2 minute, depending on the
quantity of data that needs to be dumped.
Attention: for every dump which imply data tranfers to USB,
preferably execute without connected devices like HDD,
camera, etc.linked via USB port.This to avoid any possible data
Also when CSM is activated, the LAYER 1 error is displayed via
blinking LED. (see also section
How to Activate CSM
Key in the code "123654" via the standard RC transmitter.
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 on the RC-
transmitter, can be navigated through the menus.
Contents of CSM
The contents are reduced to 3 pages: General, Software
versions and Quality items. The group names itself are not
shown anywhere in the CSM menu.
Set type. This information is very helpful for a helpdesk/
workshop as reference for further diagnosis. In this way, it
is not necessary for the customer to look at the rear of the
TV set. Note that if an NVM is replaced or is initialized after
corruption, the set type content has to be re-written to
NVM.The update can be done via the NVM editor available
Service Modes, Error Codes, and Fault Finding
Production code. Displays the production code (the serial
number) of the TV. Note that if an NVM is replaced or is
initialized after corruption, the production code content has
to be re-written to NVM. The update can be done via the
NVM editor available in SAM.
Installed date. Indicates the date of the first installation of
the TV. This date is acquired by time extraction.
Options 1. Displays the option codes numbers of option
group 1 as set in SAM (Service Alignment Mode).
Options 2. Displays the option codes numbers of option
group 2 as set in SAM (Service Alignment Mode).
12NC SSB. Gives an identification of the SSB as stored in
NVM. Note that if an NVM is replaced or is initialized after
corruption, this identification number has to be re-written to
NVM. The update can be done via the NVM editor available
in SAM. This identification number is the 12nc number of
12NC display. Shows the 12NC of the display. Note that if
an NVM is replaced or is initialized after corruption, this
identification number has to be re-written to NVM. The
update can be done via the NVM editor available in SAM.
12NC supply. Shows the 12NC of the power supply. Note
that if an NVM is replaced or is initialized after corruption,
this identification number has to be re-written to NVM. The
update can be done via the NVM editor available in SAM.
12NC sensor board. Shows the 12NC of the sensor
Current main software. Displays the build-in main
software version. In case of field problems related to
software, upgrade can be done. As this software is
consumer upgradeable, it will also be published on the
Standby software. Displays the build-in standby
processor software version. Upgrading this software will be
possible via USB (see section
e-UM version. Displays the electronic user manual SW-
version (12NC version number). Most significant number
here is the last digit.
Strings database version. Reflects the latest embedded
string database version.
PQ back-end version.Displays the Scan/backlight
microProcessor software version.Device processes the
backlight + boost pwm control, scanning, 3D drive.
NT 72314 software.Software version Novatek 72314
(Frame Rate Convertor) device, located on Quad full HD
NT 68361 software.Software version Novatek 68361 (4K
HDMI to LVDS) device, located on Quad full HD Bolt-on
RF4CE software.Software version for the RF4CE board.
Signal quality. Bad / average /good (not for DVB-S).
Ethernet MAC address. Displays the MAC address
present in the SSB.
Wireless MAC address. Displays the wireless MAC
address to support the Wi-Fi functionality.
ESN-Netflix. Netflix electronic serial number.
CI module. Displays status if the common interface
module is detected.
CI + protected service. Yes/No.
Event counter :
S : 000X 0000(number of software recoveries : SW
S : 0000 000X (number of software events : SW EVENT-
H : 000X 0000(number of hardware errors)
H : 0000 000X (number of hardware events : SW EVENT-