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EN 16
5.
EJ3.0U PA
5.2.3
Customer Service Mode (CSM)
Purpose
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.
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, you can navigate through the menus.
Contents of CSM
•
CSM 1
–
1.3. Set type: Model number of the set. 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. (*)
–
1.4. Production Code: Displays the production code
(the serial number) of the TV. (*)
–
1.5. Code 1: Gives the latest five errors of the error
buffer. As soon as the built-in diagnose software has
detected an error, the buffer is adapted. The last
occurred error is displayed on the leftmost position.
Each error code is displayed as a 2-digit number.
When less than 10 errors occur, the rest of the buffer is
empty (00). See also paragraph Error Codes for a
description.
–
1.6. Code 2: Displays the 2nd part of the error buffer.
See also paragraph Error Codes for a description.
–
1.7. Options 1: Gives the option codes of option group
1 as set in SAM (Service Alignment Mode).
–
1.8. Options 2: Gives the option codes of option group
2 as set in SAM (Service Alignment Mode).
–
1.13. 12NC SSB: Indication of the SSB order code. (*)
–
1.13. Install date: This shall be filled in after time
extraction (triggered by disabling of virgin mode, so
first time customer does channel installation). Time
extraction is done via, teletext for Europe, PBS Public
Broadcast Channels for US. This, to determine exactly
the guaranty period for call centers.
•
CSM 2:
–
2.2. Pixel Plus: Gives an indication if PixelPlus is set
"ON" or "OFF".
–
2.4. DNR. Gives the selected DNR setting (Dynamic
Noise Reduction), "OFF", "MINIMUM", "MEDIUM", or
"MAXIMUM". Change via "MENU", "TV", "PICTURE",
"DNR"
–
2.5. Noise Figure. Gives the noise ratio for the
selected transmitter. This value can vary from 0 (good
signal) to 127 (average signal) and to 255 (bad signal).
For some software versions, the noise figure will only
be valid when "Active Control" is set to "medium" or
"maximum" before activating CSM.
•
CSM 3:
–
3.1. Headphone Volume: Gives the last status of the
headphone volume, as set by the customer. The value
can vary from 0 (volume is minimum) to 100 (volume is
maximum). Change via "MENU", "TV", "SOUND",
"HEADPHONE VOLUME".
Service Modes, Error Codes, and Fault Finding
–
3.2. Dolby: Indicates whether the received transmitter
transmits Dolby sound ("ON") or not ("OFF"). Attention:
The presence of Dolby can only be tested by the
software on the Dolby Signaling bit. If a Dolby
transmission is received without a Dolby Signaling bit,
this indicator will show "OFF" even though a Dolby
transmission is received.
–
3.3. Surround Mode: Indicates the by the customer
selected sound mode (or automatically chosen mode).
Possible values are "STEREO" and "VIRTUAL DOLBY
SURROUND". Change via "MENU", "TV", "SOUND",
"SOUND MODE". It can also have been selected
automatically by signaling bits (internal software).
–
3.4. Center Input: Not applicable.
–
3.5. Audio System: Gives information about the
audible audio system. Possible values are "Stereo",
"Mono", "Mono selected", "Analog In: No Dig. Audio",
"Dolby Digital 1+1", "Dolby Digital 1/0", "Dolby Digital 2/
0", "Dolby Digital 2/1", "Dolby Digital 2/2", "Dolby Digital
3/0", "Dolby Digital 3/1", "Dolby Digital 3/2", "Dolby
Digital Dual I", "Dolby Digital Dual II", "MPEG 1+1",
"MPEG 1/0", "MPEG 2/0". This is the same info as you
will see when pressing the "INFO" button in normal
user mode (item "signal"). In case of ATSC receiving
there will be no info displayed.
–
3.6. AVL: Indicates the last status of AVL (Automatic
Volume Level): "ON" or "OFF". Change via "MENU",
"TV", "SOUND", "AVL". AVL can not be set in case of
digital audio reception (e.g. Dolby Digital or AC3)
–
3.7. Delta Volume: Indicates the last status of the
delta volume for the selected preset as set by the
customer: from "-12" to "+12". Change via "MENU",
"TV", "SOUND", "DELTA VOLUME".
•
CSM 4:
–
4.1. Preset Lock. Indicates if the selected preset has
a child lock: "LOCKED" or "UNLOCKED". Change via
"MENU", "TV", "CHANNELS", "CHANNEL LOCK".
–
4.3. Lock After: Indicates at what time the channel
lock is set: "OFF" or e.g. "18:45" (lock time). Change
"MENU", "TV", "CHANNELS", "LOCK AFTER".
–
4.6. TV Ratings Lock: Indicates the "TV ratings lock"
as set by the customer. Change via "MENU", "TV",
"CHANNELS", "TV RATINGS LOCK". Possible values
are: "ALL", "NONE", "TV-Y", "TV-Y7", "TV-G", "TV-PG",
"TV-14" and "TV-MA".
–
4.7. Movie Ratings Lock: Indicates the "Movie ratings
lock" as set by the customer. Change via "MENU",
"TV", "CHANNELS", "MOVIE RATINGS LOCK".
Possible values are: "ALL", "NR", "G", "PG", "PG-13",
"R", "NC-17" and "X".
–
4.8. V-Chip TV Status: Indicates the setting of the V-
chip as applied by the selected TV channel. Same
values can be shown as for "TV RATINGS LOCK".
–
4.9. V-Chip Movie Status: Indicates the setting of the
V-chip as applied by the selected TV channel. Same
values can be shown as for "MOVIE RATINGS LOCK".
–
4.10. Region rating Status (RRT): OFF.
•
CSM 5:
–
5.1. On timer: "OFF" or "ON".
–
5.2. Location: Gives the last status of the location
setting as set via the installation menu. Possible values
are "Shop" and "Home". If the location is set to "Shop",
several settings are fixed. So for a customer, location
must be set to "Home". Can be changed via the
installation menu (see also DFU).
•
CSM 6:
–
6.1. HDMI key validity: Indicates the key's validity.
–
6.2. IEEE key validity: Indicates the key's validity (if
applicable).
–
6.3. POD key validity: Indicates the key's validity (if
applicable).
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