This customer has a Radio Frequency (RF) remote and it suddenly stopped working. Fortunately, no RMA was necessary. There is a simple process to re-sync the remote with the screen.
*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.
[17:45] Rick: Hello, how may I help you.
[17:45] Customer: Hi Rick, we are having an issue with the RF control
[17:46] Customer: Until yesterday it worked
[17:46] Rick: I have some good news; it may be an easy fix. In some cases the RF remote just need to re-sync with the unit.
[17:47] Rick: Just one moment and I’ll provide you with instructions.
[17:47] Customer: Ok, perfect
[17:48] Rick: 1. unplug the unit from the outlet.
2. press and hold the up button (keep it press until the end of the steps)
3. once the remote starts to blink, connect the screen back to the outlet.
4. hold for 5 seconds and you may release the up button.
after this steps please test the remote with the unit.
[17:50] Rick: some cases the unit will receive signal but will not respond.
[17:50] Rick: doing this step will memorize the RF signal and should work normally again.
[17:51] Customer: Ok, I´m going to try these steps and if it does not work, I'll contact you again
[17:52] Rick: sure, we be happy to further assist.
[17:52] Customer: Thanks
[17:57] Customer: It´s working again!!!
[17:57] Customer: THANKS!!
[17:57] Customer: :grinning:
[17:57] Customer: Thanks again for the help.
[17:57] Rick: Thank you for choosing Elite Screens.