TROUBLESHOOTING GUIDE FOR NEW MEDIA
List of problems

/index.php
Two options, check when they receive. If it’s within this year, choose new media. If it’s last year, choose konka.
Click on new media: Go to /newmedia.php

/newmedia.php
Choose the respective problems and click submit. Execute php code. Unhide the respective solution. Do a checklist with a tick box beside.
1. No signal/Show analogue word on TV- Solution priority:
1. Check green light on box
2. Power cycle Info btn beside.
3. Check source Info btn
4. Use RCA cables and switch to AV/VIDEO Info btn
5. If all else fails, arrange revisit of the technician

2. Blurry image/Missing Channel
1.Power cycle Info btn
2. Factory reset Info btn
3. Use RCA cables and switch to AV/VIDEO Info btn
4. Check antenna is place on wall near window Info btn
3. Volume too soft:
1.Use old remote control to increase volume, change source back to digital
2.  Make sure to use the volume buttons at the bottom on the new remote control

Guide to changing source
Always check how many cables behind the box
3 - HDMI, 5 - RCA (Yellow, white red cables)

Phillips - Source button, Arrow pointing inside a rectangle, AV, INPUT
Toshiba - Commonly found at the TOP left (Arrow pointing inside a rectangle button), Input
Sharp - Commonly found right below the “9” button OR TOP left,Arrow pointing inside a rectangle, Input button, ENT button
Panasonic - Commonly found at the top, middle section. Appear as (TV and AV button, input word connecting them), INPUT
LG - Commonly found at the TOP middle section, INPUT BUTTON(Arrow pointing inside a rectangle button)
Samsung - Commonly found at the top section, Input button(Arrow pointing inside a rectangle button)

NOTE: You do not necessarily have to follow this exact order. Sometimes, the problem might be obvious. Eg. Changed back to analogue. If so, skip to step 4.

If no signal/blurry images/image keep appearing and disappearing/missing channel:

1. Check for the number of cables behind the box. 3 (White antenna cable, 1 flat black HDMI cable, 1 power cable) OR 5 (White antenna cable, 1 RCA cable(yellow,red,white cables), 1 power cable)

2. Do a power cycle. Turn off the TV and digital tv box. Unplug the cables one by one. Plug them back. Turn on both the TV and digital TV box.

3. TESTING IF REMOTE CONTROL IS THE PROBLEM
Use the new remote control.(Make sure there is a word”New media” at the bottom of the remote control). Try to press the power button. (The red power button on the right) Point it at the box. If it changes to red/green light, remote control is not the problem. If the light does not change, troubleshoot remote control for them. (Refer below)

4. TESTING IF THE TV SWITCHED BACK TO ANALOGUE
Ask for the brand of the TV. Use the old remote control.  (Make sure to specify the brand. Eg. Sony remote control to make it clearer for them) Google the image of the remote control. Normally, look for source/input/ an arrow pointing inside a rectangle button, TV/AV button(JVC) For sharp, it’s normally below the button “9”. Try to change to HDMI 1/HDMI 2 for HDMI cables, AV1/AV2(JVC)  or Input 1/Input 2 for RCA cables. If it works, skip to factory reset.

5. TESTING IF THE TV IS THE PROBLEM
After finding the source button, ask them to switch to “TV”. If the display does not show anything, it means the tv is the problem. If it shows a display, move on to step 6.

6. TESTING IF THE HDMI/RCA port is the problem
Ask them to switch to different HDMI ports and press the source button to change to the respective HDMI. If it works, skip to factory reset.

7. TESTING IF THE HDMI CABLE IS THE PROBLEM.
Ask them to switch to RCA cable(Yellow white red cables). They came together with the box.
Switch to AV OR video
8. FACTORY RESET
Ask them to use the new remote control. Make sure there is a “New media” word at the bottom of the remote control. Press the menu button, ask them if they see 5 different icons on the left. Select the bottom left icon(briefcase), press right. Choose factory reset. Go down to the OK button, press ok. Press OK button on the remote control to change channel. Inform them that they are recommended to use the HD channels.


TROUBLESHOOTING REMOTE CONTROL PROBLEM
Must point at the digital tv box, NOT TV
Ask them to switch the battery of the remote control.
Use the right remote control. Have the word new media on the bottom.
Power supply of the box is turned on.
Use the red power button.(The one on the right)
CANNOT CHANGE VOLUME
Use the NEW remote control, must have the word “New media” at the bottom of the remote control.
Make sure they are pressing the VOL + - buttons that are at the bottom, not the VOL + - buttons at the top!!
Must use the old remote control to Ensure that the volume of the TV originally is not zero.
The old remote control’s only use is POWER BUTTON. Do not press anything else or it will change back to analogue.

Subtitles
Press the subtitle button on the new remote control. Sometimes, there are no subtitles available as Mediacorp did not broadcast any subtitles for the digital signal.

Ask him get a replacement tv remote control.
Phillips Source Button AV1,AV2,HDMI