Whenever troubleshooting a remote, what do you do when your screen is professionally installed. Service team leader Jaime makes the process easy. The following exchange is a textbook walk-through on fixing a remote problem with a screen that is in a professional recessed ceiling installation.
Here are the links used in the discussion:
How to check your IR remote using a smart phone: http://elitescreens.com/front/front/newsdetail/news/339
*The discussion below is based on actual chat transcripts with the omission of any personal/confidential material to protect the customer’s privacy. An example in this case is to change the contact’s identification name/number to “Customer” or a generic name.
4:00:00 PM Jaime- Thank you for contacting Elite Screens Technical Support. This is Jaime, how may I help you?
2:47:46 PM Customer- My motorized VMax 2 just stopped getting signal from RF remote and won't deploy. How can I tell if the RF remote is sending signal short of ordering a new one?
2:48:24 PM Jaime - I can help you with this. Does the LED light flicker when you press any of the buttons?
2:49:15 PM Customer - Yes, it blinks then goes off
2:49:34 PM Jaime - You can also see if the IR works by using the camera on your smart phone: http://elitescreens.com/front/front/newsdetail/news/339
2:50:00 PM Customer - Very cool, I forgot you could check it this way.
2:50:02 PM Jaime - Now let’s see if the circuit board on the screen is operating.
2:50:15 PM Jaime - Do have the wall box that came with the screen? I want to hear if it “clicks”.
2:50:28 PM Jaime - It plugs into the Ethernet port on the screen.
2:52:16 PM Customer - No, unfortunately the screen was installed on the wall by remodeling contractor, and it is difficult to access. No wall box present that I know of.
2:52:45 PM Jaime - We can try re-syncing the remote to the screen.
2:52:48 PM Customer - I can check with contractor
2:53:00 PM Jaime - You may not have to. Let’s turn the remote over and tell me what version number it is.
2:53:07 PM Jaime - 1.4 or 2.0?
2:53:23 PM Customer - V2.0
2:53:53 PM Jaime - Perfect, try these instructions:
2:53:55 PM Jaime - 1. Unplug your screen from the power outlet
2. Hold the UP button on your RF remote
3. While holding the UP button, plug the screen back to the power outlet
4. Wait 5 seconds and then release the UP button
5. Now you can use your RF remote
2:56:51 PM Customer - Jaime- thank you so much. It will take me some time with a ladder to unplug and try it. Give me a few minutes and I’ll have an answer for you.
3:01:45 PM Customer - Done! It’s working now.
3:02:13 PM Jaime - Fantastic. Glad to hear that
3:03:45 PM Customer - Thanks again for all your help
3:04:01 PM Jaime - I am very glad to hear that. Thanks for your call and thank you for choosing Elite Screens.