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info tech
info tech, Technician
Category: Electronics
Satisfied Customers: 14659
Experience:  Electronics technician
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Hi, I bought my tv about 2 years ago and all has been fine.

Resolved Question:

Hi, I bought my tv about 2 years ago and all has been fine. Recently the tv stopped responding to the sound volume request (I have Virgin Media cable and their handset is not compatible so have to use tv remote).
On Monday the handset stopped respongding. Yesterday I had to use the buttons behind the tv to adjust sound (not ideal). Today have switched tv on and there is a blank screen with a line at the top with AV1 and a message with exclamation mark in yellow triangle saying: Programmes are not stored.
Of course, I am unable to do anything about this because the tv is not responding to the remote even though I have: changed batteries, moved anything that might be in way of IR etc.
Your advice would be greatly appreciated.
Kind regards.
Denise
Submitted: 2 years ago.
Category: Electronics
Expert:  Shahid replied 2 years ago.
Hello, my name is***** be happy to assist you.
Please allow me to ask you a few questions to diagnose the problem.
- Can you please get me the model number off of TV?
- Also, what other video devices are connected to the TV beside the Virgin Media box?
Thanks.
Customer: replied 2 years ago.

Hi Shahid, sorry for delay in replay - I am working upstairs, tv is downstairs.

Q1: model no is: KDL 32EX524.

Q2: the other device is an LG VCR/DVD player.

Hope that helps.

Denise

Expert:  Shahid replied 2 years ago.
Thanks Demise for the info.
- Do you get normal picture on TV if playback DVD player?
- If so, have you tried to unplug TV and Virgin Media cable box power cords from wall socket for 10 minutes to reset, replug back in and check?
if not yet, can you try it now and reply back with the info?
Thanks.
Customer: replied 2 years ago.

Hi Shahid.

Yes, DVD gives normal picture - before and after taking plugs out.

No, tv still showing same screen and not responding to handset.

Darn!

D

Customer: replied 2 years ago.

Hi Shahid

The message at the top of the tv has changed. It now shows a small box in the top right of the screen with a D inside it and waves outside it. The message under that reads: no event information.

The message at the bottom of the screen remains the same, no programmes stored.

Regards.

Denise

Customer: replied 2 years ago.
Relist: Incomplete answer.
Customer: replied 2 years ago.
Relist: Other.
I need the tv for part of my business. need quick fix or advice please.
Customer: replied 2 years ago.
Relist: Other.
I use the tv as part of my business so need a quick fix or advice, please.
Expert:  info tech replied 2 years ago.
Hello
My name is***** am a different expert
The likelihood is that you have a problem with the virgin media box particularly if the DVD works OK please firstly reboot the box by unplugging it from the wallpower waiting 5 mins then re-plugging back in again, if theirs still no results please check\replace the lead from the box to the TV particularly if its HDMI
Let me know the results of this please first before we move on if necessary
Regards
Anthony
Customer: replied 2 years ago.

Hi Anthony, thanks for your prompt reply.

I shall just pop downstairs to do as you ask (working upstairs).

Back soon.

Denise

Expert:  info tech replied 2 years ago.
Hi
OK actually Denise if your upstairs and the box is downstairs does the box work OK on the downstairs set (assuming your using a downstairs set?)
Anthony
Customer: replied 2 years ago.

Hi Anthony

I'm on internet upstairs - office.

Use laptop for tv-related work.

The Virgin+ box is responding to the Virgin remote control.

The tv is not responding to its own remote and the message on the screen has not changed at all. At one point I could not even turn the tv on after unplugging it just now, but it came on at the second try and the same screen came up.

The dvd player responds to its own remote and the pictures play okay on the tv.

Denise

Expert:  info tech replied 2 years ago.
OK
So the set and box is downstairs
Have you rebooted the box?might be a good idea to do the same with the TV the same way
Anthony
Customer: replied 2 years ago.

I took out all of the plugs and the response is the same.

Denise

Expert:  info tech replied 2 years ago.
Hi
Denise how is the virgin media box connected to the TV ?HDMI or RCA phono leads or scart?
Anthony
Customer: replied 2 years ago.

Hi Anthony

There is a scart, there is also a HDMI. both leads are secure.

Denise

Expert:  info tech replied 2 years ago.
Hi
Denise the set works on a DVD player so it really rules the set out by 90% you can make that 100% if you connect up that DVD to the SAME input if the DVD works OK then you have a problem with that box it will need replacing (assuming the leads are good)the other way to check the box is with another TV
Now the problem you have with the TV remote is a secondary thing and is probably the remote control itself you can check the remote by pointing it at a cellphone or digital camera press buttons on the remote whilst viewing it through the viewfinder you should see a glow from the remote eye if its working if not the remote is broke and will need replacing
The only outside thing of the box is the lead now if its HDMI FROM THE BOX TO THE SET then it may be a good idea to replace that if that does not work the box will need replacing
Let me know if you need more info
Anthony
Customer: replied 2 years ago.

Hi Anthony

The dvd is connected to the Virgin+ box and plays through that. If the problem is to do with the box, should I get Virgin to reset the card?

Expert:  info tech replied 2 years ago.
Hi
Yes or swap out the box , you see the DVD playing rules out the TV because the TV is working well with the DVDs signals
Contact virgin
Don't forget all the other anamolys to do with leads etc
Anthony
info tech, Technician
Category: Electronics
Satisfied Customers: 14659
Experience: Electronics technician
info tech and other Electronics Specialists are ready to help you
Customer: replied 2 years ago.

Thank you for your time and advice Anthony.

Kind regards.

Denise.

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