Service Modes, Error Codes, and Fault Finding
EN 18 JL2.1E AA5.
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
• SW Version (example: JX21E-1.2.3.4_12345). Displays
the built-in main software version. In case of field problems
related to software, software can be upgraded. As this
software is consumer upgradeable, it will also be published
on the Internet.
• SBY Processor Version. Displays the built-in stand-by
processor software version. Upgrading this software will be
possible via a PC and a ComPair interface (see chapter
Software upgrade).
• 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, this set type has to be re-written to NVM.
ComPair will foresee a possibility to do this.
• Production Code. Displays the production code (the serial
number) of the TV. Note that if an NVM is replaced or is
initialized after corruption, this production code has to be
re-written to NVM. ComPair will foresee a possibility to do
this.
• 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.
• Code 2. Gives the first five errors of the error buffer. See
also paragraph Error Codes for a description.
• 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”.
• 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 Signalling bit. If a Dolby transmission is received
without a Dolby Signalling bit, this indicator will show “OFF”
even though a Dolby transmission is received.
• 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”,
“SURROUND MODE”. It can also have been selected
automatically by signalling bits (internal software).
• Tuner Frequency. Indicates the frequency the selected
transmitter is tuned to.
• Digital options. Indicates the selected digital mode.
Possible values are “STANDARD” and “PIXEL PLUS 2”
and “MOVIE PLUS”. Change via “MENU”, “TV”,
“PICTURE”, “DIGITAL OPTIONS”.
• TV System. Gives information about the video system of
the selected transmitter.
– BG: PAL BG signal received
– DK: PAL DK signal received
– L/La: SECAM L/La signal received
– I: PAL I signal received
– M: NTSC M signal received
– ATSC: ATSC signal received
• Centre Mode. Not applicable.
• DNR. Gives the selected DNR setting (Dynamic Noise
Reduction), “OFF”, “MINIMUM”, “MEDIUM”, or
“MAXIMUM”. Change via “MENU”, “TV”, “PICTURE”,
“DNR”
• 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.
• Source. Indicates which source is used and the video/
audio signal quality of the selected source. (Example:
Tuner, Video/NICAM) Source: “TUNER”, “EXT1”, “EXT2”,
“EXT3”, “EXT4”, “HDMI”, “SIDE” and “DVI”. Video signal
quality: “VIDEO”, “S-VIDEO”, “RGB 1FH”, “YPBPR 1FH
480P”, “YPBPR 1FH 576P”, “YPBPR 1FH 1080I”, “YPBPR
2FH 480P”, “YPBPR 2FH 576P”, “YPBPR 2FH 1080I”,
“RGB 2FH 480P”, “RGB 2FH 576P”, “RGB 2FH 1080I”,
“720p” or “Unsupported”. Audio signal quality: “STEREO”,
“SPDIF 1”, “SPDIF 2”, or “SPDIF”.
• 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.
• Tuned Bit. Indicates if the selected preset is automatically
tuned (via “Automatic Installation” in the setup menu) or via
the automatic tuning system of the TV. In this case “Tuned
bit” will show “YES”. If the TV was not able to auto-tune to
the correct frequency, this item will show “NO”. So if “NO”
is displayed, it could indicate that the customer has
manually tuned to a frequency which was too for to a
correct frequency, that the TV was not able to auto-tune
any more.
• On timer. Indicates if the “On timer” is set “ON” or “OFF”
and when it is set to “ON”, also start time, start day and
program number is displayed. Change via “MENU”, “TV”,
“FEATURES”, “ON TIMER”.
• Preset Lock. Indicates if the selected preset has a child
lock: “LOCKED” or “UNLOCKED”. Change via “MENU”,
“TV”, “FEATURES”, “CHILD LOCK” and “CUSTOM LOCK”
and “CHANNEL LOCK”.
• Child lock. Indicates if “Child lock” is set to “UNLOCK”,
“LOCKED” or “CUSTOM LOCK. Change via “MENU”, “TV”,
“FEATURES”, “CHILD LOCK”.
• Lock after. Indicates at what time the channel lock is set:
“OFF” or e.g. “18:45” (lock time). Change via “MENU”,
“TV”, “FEATURES”, “CHILD LOCK”, “CUSTOM LOCK”
and “LOCK AFTER”.
• Options 1. Gives the option codes of option group 1 as set
in SAM (Service Alignment Mode).
• Options 2. Gives the option codes of option group 2 as set
in SAM (Service Alignment Mode).
• 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)
• Delta Volume. Indicates the last status of the delta volume
for the selected preset as set by the customer: from “-12”
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