Sharp Aquos LCD TV sound but no pic through V+ HDMI

[andy_j_w]

A final update on this one for anyone experiencing the same frustration. Having been advised by Sharp that Virgin's other V+ box - manufactured by Scientific Atlanta - will work with the Aquos TV, I contacted the Virgin Media team and finally took delivery of one this morning. And - great news - it works!

So, it sounds like you have two options if your Aquos TV isn't working with your Samsung V+ box; either get the mainboard of the TV updated, or get the V+ box changed out. Given that the SA box is quite a bit larger and uglier than the Samsung one, the 1st option is probably preferable, but if, like me, you find your TV is out of warranty, the second will at least get everything working together.

If you do decide to contact Virgin, be prepared to log your 'request' as a complaint. As soon as I did that I was in touch with someone willing to take ownership of the problem, and even though it took a while to source the box, they did at least call me on a weekly basis to give an update. Pretty good service really.

[joff81]

Originally Posted by andy_j_w

A final update on this one for anyone experiencing the same frustration. Having been advised by Sharp that Virgin's other V+ box - manufactured by Scientific Atlanta - will work with the Aquos TV, I contacted the Virgin Media team and finally took delivery of one this morning. And - great news - it works!

So, it sounds like you have two options if your Aquos TV isn't working with your Samsung V+ box; either get the mainboard of the TV updated, or get the V+ box changed out. Given that the SA box is quite a bit larger and uglier than the Samsung one, the 1st option is probably preferable, but if, like me, you find your TV is out of warranty, the second will at least get everything working together.

If you do decide to contact Virgin, be prepared to log your 'request' as a complaint. As soon as I did that I was in touch with someone willing to take ownership of the problem, and even though it took a while to source the box, they did at least call me on a weekly basis to give an update. Pretty good service really.

there is no need to butcher the tv to get a device to work a simple firmware update is all thats needed to fix the issue it will just be the fact that a new firmware for your tv is either not available or the person you sopke to from Sharp did not think of doing a firmware update.

either way you got it sorted and i do agree that the SA box is ugly it does the job and with future updates performance of it will be about on par with the Samsung V+ box.

glad you are sorted now.

[shnookumshnum]

A firmware update is indeed all thats needed. In my case, the engineer found it easier to replace the mainboard as the update would not work properly (no idea why). Sharp just tried to blame Virgin boxes. Sharp tech support are as useful as a chocolate teapot.

[joff81]

Originally Posted by shnookumshnum

A firmware update is indeed all thats needed. In my case, the engineer found it easier to replace the mainboard as the update would not work properly (no idea why). Sharp just tried to blame Virgin boxes. Sharp tech support are as useful as a chocolate teapot.

i must agree with Sharp tech support being useless. my Sharp went faulty and tech support did not even think the tv was faulty. i was directed to a local repair center and when the engineer came he knew the issue and he said it was a common fault with the tv model i have, he even showed me the revision to the replacement I/O board that was made by Sharp to solve the issue.

[calmpitbull]

I have seen several Sharp TV's which wouldn't display the HDMI output of a samsung V+ box. Its very frustrating for the customers as sharp don't seem to help which leaves VM to try and sort things out.

In these cases we have swapped the box for a SA box which has no problems with sharp TV's, however its not ideal as the SA is a little bulky in comparison (especially when the customer is used to the samsung).

But as a previous poster rightly suggested the solutions are the following (in preference order):

1. New firmware for the TV or mainboard
2. VM box swap for a SA

You would think a standard such as HDMI would be supported properly on ALL TVs? That would be too easy

[jodrell]

I'm having the same issue at the moment. The Sharp tech team INSIST that there is no problem with the TV and that it's a Virgin issue. He said that I didn't need a Firmware upgrade, and that it wouldn't fix the problem, but when I insisted I did he said they could send an engineer out for a fee of £90. He claimed that it wasn't possible to upgrade the firmware through a USB drive and instructions.

I'm tempted to book the callout and then demand a refund of the £90 when (hopefully) the problem actually is resolved.

Anyone got any proof that this actually works that can be thrown as Sharp?

[shnookumshnum]

Well the Comet tech who replaced my mainboard said he knew straight away what the problem was after reading the tech pages in Sharp support. I dont have written proof, but the early mainboard dont wanna know HD, as they contain old Firmware. There is a trick though, when you are wired up through HD and on EXT 6 or 7 just hearing sound, go to the menu on the TV and under OPTION, select AUDIO ONLY and then press move cursor left then right to get the HD picture!!
Clearly a software issue, I had to have a new mainboard ordered in the hope that would have latest firmware installed, as the firmware upgrade didnt seem to work.

[paulandjules]

Have just had V+ installed and having the same HDMI problem. The Virgin engineer was unaware of any such problem between the Samsung box and the Sharp Aquos range. He asid they would try and get a SA box but this would only be a refurbished one and if it broke it would be harder and harder to get a replacement.

I contacted Sharp support who told me I need a software update and to give them a ring. Unfortunately the TV is out of warranty so they want to charge me £90 for an engineer (apparently the LC32D44E was the last in the range not to have a USB port so requires an engineer with a laptop). I was told that they are a business and sending an engineer isn't something they do for free. If I want to take it up with the reseller and get them to pay then I could try that.

However, my reseller is a wholesaler who do not offer a returns service as they have agreed with the manufacturer that they will be responsible for the repair of faulty goods.

I've tried the fix suggested by shnookumshnum which works initially but as soon as you turn the TV off the picture goes again (the wife is not keen on constantly doing this).

Does anyone know if there is a way around this problem now that isn't forgotten whenever the tv is switched off and on? Would some sort of HDMI splitter break the relationship between the Aquos and the Samsung box? I know this seems like clutching at straws but I'm loathe to pay £90 to fix an 18 month old tele that only cost £300 in the first place. Everything else works fine on the TV - its just that HD bug.

Hope someone can help

[jb66]

I don't see why virgin should face the burden and cost of sourcing an sa box and sending an engineer out to swap there box when the fault is with the tv.

[paulandjules]

I agree, if only for the reason that the Samsung appears to be an altogether better box (according to the engineer it has a quicker response time).

That's why I am curious to know if there is an alternative way to get up and running without paying to fix the TV (although I am going to try and challenge this with Sharp - as if it'll make a difference). I did notice one of the earlier threads mentioned HDCP could be the possible cause with the key for the Aquos being compromised and finding itself on the banned list. However, I'm not sure who would manage this and how it would get investigated. I doubt very much that its something consumers can query or challenge.

Any workarounds people can suggest would be greatly appreciated. In the meantime if I have any luck with Sharp I'll post back

[paulandjules]

Just had a response from Sharp Customer Service on this problem:

Firstly our guarantee only covers any problems brought to our attention within the first twelve months of use. Of course it is feasible that a fault could be present from new and that a customer did not notice it until after the 12 months had expired, however unless the problem is highlighted before the guarantee expires, the responsibility for rectifying the problem is down to the customer unless they can assert their statutory rights. I would stress here that we provide goodwill assistance on a daily basis so don't stick rigidly to the guarantee deadline, however there must be reasonable time limits to such action.

With regard to the actual problem reported, it is true that the problem only occurred with the early production models. However the problem did not occur when the early production models were used with the earlier models of Virgin set top boxes. Indeed the problem only occurred when Virgin changed supplier from Thomson to Samsung. So far from the Sharp product being at fault in this matter we could argue that the Samsung box is at fault in that it did not conform to agreed HDMI standards. In any event we reported the matter to Samsung as soon as it was highlighted and we also tweaked our software to address some of the quirks of their product.

Given that our guarantee has expired and that the problem you have reported is due to at best a compatibility issue between our product and your Samsung product I have to confirm that any engineer visit would be chargeable. However having spoke to my technical colleagues we think that this issue can be resolved without sending an engineer. Indeed my colleagues have offered to send you a PCMCIA card for you to update the software yourself. So if you are willing to try this I just need your full address details.

It seems they are putting forward the suggestion that the Samsung box is at fault rather than the TV and that they made Samsung aware of the fault when it first came to light.

While I am attracted to the offer of a replacement PCMCIA card (if only to get this sorted) I'm not 100% certain on the risks of installing this myself. Does anyone know if this a simple thing to install in the TV or will I have to take the TV apart in order to get it swapped out? Obviously each TV manufacturer is different but as a rule of thumb is this something an average joe could carry out?

Hope someone can help.

Thanks

[joff81]

Originally Posted by paulandjules

Just had a response from Sharp Customer Service on this problem:

Firstly our guarantee only covers any problems brought to our attention within the first twelve months of use. Of course it is feasible that a fault could be present from new and that a customer did not notice it until after the 12 months had expired, however unless the problem is highlighted before the guarantee expires, the responsibility for rectifying the problem is down to the customer unless they can assert their statutory rights. I would stress here that we provide goodwill assistance on a daily basis so don't stick rigidly to the guarantee deadline, however there must be reasonable time limits to such action.

With regard to the actual problem reported, it is true that the problem only occurred with the early production models. However the problem did not occur when the early production models were used with the earlier models of Virgin set top boxes. Indeed the problem only occurred when Virgin changed supplier from Thomson to Samsung. So far from the Sharp product being at fault in this matter we could argue that the Samsung box is at fault in that it did not conform to agreed HDMI standards. In any event we reported the matter to Samsung as soon as it was highlighted and we also tweaked our software to address some of the quirks of their product.

Given that our guarantee has expired and that the problem you have reported is due to at best a compatibility issue between our product and your Samsung product I have to confirm that any engineer visit would be chargeable. However having spoke to my technical colleagues we think that this issue can be resolved without sending an engineer. Indeed my colleagues have offered to send you a PCMCIA card for you to update the software yourself. So if you are willing to try this I just need your full address details.

It seems they are putting forward the suggestion that the Samsung box is at fault rather than the TV and that they made Samsung aware of the fault when it first came to light.

While I am attracted to the offer of a replacement PCMCIA card (if only to get this sorted) I'm not 100% certain on the risks of installing this myself. Does anyone know if this a simple thing to install in the TV or will I have to take the TV apart in order to get it swapped out? Obviously each TV manufacturer is different but as a rule of thumb is this something an average joe could carry out?

Hope someone can help.

Thanks

its just a simple firmware update. to be honest i thought all Sharp firmware updates came on USB keys and infact can be downloaded off the internet and installed onto any USB key that has enough space but if you need a PCMCIA card to update and Sharp are willing to supply it for free then great.

as long as you follow the instructions (that should be supplied) updating the firmware on your TV is no harder than updating the firmware on the PS3 or any other device that requires a firmware/software update.

just dont stop the update once its started and let it complete to 100% and you should be fine.

if you are not too sure you could ring a tv service engineer to just do the update for you. just explain you have been supplied the software from sharp and that you just need the update running on your tv. it should cost £25 - £30 for the piece of mind, but saying that its a pretty easy process to update the software yourself as you will see once you get the instructions.

[paulandjules]

Thanks joff81. Apparently my Sharp model was the last one to be made without a USB port for firmware updates which is why the PCMCIA card is needed. I've had a look on the back of the TV and there is a blank CI port with a cover over it which I assume is where the PCMCIA card will go. If that's the case then I'm ok with giving it a try myself, but if it involves removing the back cover or something like that then I'm inclined to try the local engineer route you suggested. I'll get the PCMCIA card posted out and see what the instructions say.

On a separate note the extremely helpful guy from Virgin popped round today with a reconditioned SA box which now means my HD works. He did say that if something does go wrong in the future we may find it hard to get hold of another box so I'm still keen to get this resolved but at least we have HD up and running now. If only every customer service provider was like him the world would be a lot better place.

Will keep posting until I get this sorted. Thanks for the help folks.

[paulandjules]

Well I received my PCMCIA card today preloaded with the latest firmware. Took less than 5 minutes to plug it in and carry out the updates but everything seemed to go smoothly.

However, I can only assume that it has solved the conflict with the Samsung box as since I now have an SA box I can't really test it, and I don't see the point in asking for Virgin to come out again, at least not until something goes wrong with the current one. That said, I know people picked fault with the SA Box being noisy and slow etc but mines as quiet as the Samsung was (for the few days I had it) and its certainly no slower than the old standard Samsung box I used to have. Only niggle I have is the the hours available still shows 80 hours even though I've already used over 5 hours of it. But I'm not going to kick up a stink about that - as long as it records what I want to record I'm happy.

Thanks to everyone who posted comments and thanks to cableforum for creating somewhere to help joe public solve their problems.

[jb66]

So what will you do with the PCMCIA card now?