This customer was having trouble with his IR (infrared) remote. This discussion walks through the process and even gives advice on working with the RF remote as well.
*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.
[17:12] Customer: I have just purchased a VMAX2 electric projection screen from you guys and it came with infrared (IR) and radio frequency (RF) remotes. The screen works fine. The RF remote works fine. That button box on a wire works just fine. The IR remote? Not so much…
[17:13] Dave: I’m sorry to hear about this situation but it’s an easy fix. We’ll start by troubleshooting the remote. If that checks out, we’ll try the receiver and circuit board next.
[17:13] Customer: Sounds expensive. Maybe the batteries are just garbage. I’m putting in some fresh Duracell’s to see if that does the trick.
[17:15] Dave: That could work but I’ll walk you through it just to be thorough.
[17:16] Customer: Great, let’s do this.
[17:16] Dave: In regards to the IR remote, even though the power light is turning on, it is possible that the IR emitter is not properly transmitting. I have a method of checking this. Do you have your cell phone with you?
[17:16] Customer: I have.
[17:17] Dave: Switch your cell phone to camera mode and point the remote’s IR emitter at the camera as if you are trying to photograph it. Even though the human eye cannot detect infrared light, your phone’s camera can. Press the remote’s command keys and if the IR transmitter is working properly, you will see it glowing on your phone’s camera screen.
[17:18] Dave: Here is a quick article to know more about it. https://elitescreens.com/front/front/newsdetail/news/339
[17:20] Customer: Okay, yes. It is working – Cool trick BTW. ???? The screen is working now.
[17:20] Customer: Okay, it works just fine. I heard that there is a process to fix things if the RF remote goes out. Something about “Re-Synching”?
[17:21] Dave: Yes, if your RF remote ever falls out of synch, you can use these steps to correct that.
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.
[17:20] Customer: Perfect. I have no further questions. Thank you.
[17:21] Dave: My pleasure. Thank you for choosing Elite Screens.