This is the list of questions a tech agent will ask you if you call in with an error 015, 002, pixelation, etc.
Have there been any significant changes to the installation?
(basically, did you just hook up your xbox and possible a cable was jarred loose, moved your receiver, those kinds of things)
Is this happening on one receiver, 2 out of 3+, all receivers, etc?
(the next steps are different based on this information)
What device do you have listed in Field H of the System Info Screen?
(go to menu-6,1,3 and look at field H, they just need to know DPP Twin, DPP44, etc)
At this point, they will ask you to do a front panel reset.
(hold down the power button for 5-10 seconds or press the reset button if so equipped, must be done at the receiver not on the remote)
If it doesn't return, they will ask you to revisit system info (menu 6,1,3) and tell them what satellites and the colored box under each on field G.
(status must be done checking signals, boxes should appear green, red with X, or yellow)
1...At that point, if one of the boxes shows green, they will have you run a check switch. (menu 6,1,1,>check switch>test)
a...if it comes back with the correct satellites, they will have you exit the menus and see if the 015 progresses through all 5 steps and if picture comes back.
b..if it comes back with fewer than the correct number of satellites, they will either schedule you a service call or transfer you to advance tech support for further assistance and possibly a service call.
2..If all the satellites in field G of system info comes up without any green boxes, they will have you exit the system info screen and check all cables on the back of the receiver. (Do this by finding your satellite in connection and checking its hand-tight, then follow that cable to each in-line device and checking it's tight there and all the way back to the wall. You aren't expected to check outdoor cables.)
After re-checking the cables for tightness and correctly connected, they will check system info field g again. If it comes up with any green boxes, they will run a check switch. If it is still yellow/red, they will either schedule a service call or transfer you to advance tech support who may schedule you a service call.
FYI: I know you think the cables are all tight because no one has touched them since Elvis died. Some strange phenomena such as temperature changes etc, seems to cause them to work loose. This step also serves to identify any poorly made cables as a potential culprit, not just that they are loose. So when they ask you to check, just do it, it takes two minutes and gets a lot more systems back up and running than you might think. Besides, if you prove resistant to letting them help you get up and running, they'll be more likely to adhere to the rule that the charge for the service call will be $29. If you're very helpful and still need a service call, just asking if there is any way they can waive that charge might get this waived without a lot of pleading or demanding. more bees with honey, that sort of thing.
Lastly, if a service call is set up, you might want to inspect things on the outside such as any screw on connectors and look in them particularly if after a heavy rain. Just unscrew one at a time and reconnect it. Center pin should be nice and clean, no metal braids, etc. Don't attempt to re-align your dish unless you're pretty sure you know what you are doing...and if you do, use a sharpie to mark where the dish sits on its mast so you can put it back in the same place.
Have there been any significant changes to the installation?
(basically, did you just hook up your xbox and possible a cable was jarred loose, moved your receiver, those kinds of things)
Is this happening on one receiver, 2 out of 3+, all receivers, etc?
(the next steps are different based on this information)
What device do you have listed in Field H of the System Info Screen?
(go to menu-6,1,3 and look at field H, they just need to know DPP Twin, DPP44, etc)
At this point, they will ask you to do a front panel reset.
(hold down the power button for 5-10 seconds or press the reset button if so equipped, must be done at the receiver not on the remote)
If it doesn't return, they will ask you to revisit system info (menu 6,1,3) and tell them what satellites and the colored box under each on field G.
(status must be done checking signals, boxes should appear green, red with X, or yellow)
1...At that point, if one of the boxes shows green, they will have you run a check switch. (menu 6,1,1,>check switch>test)
a...if it comes back with the correct satellites, they will have you exit the menus and see if the 015 progresses through all 5 steps and if picture comes back.
b..if it comes back with fewer than the correct number of satellites, they will either schedule you a service call or transfer you to advance tech support for further assistance and possibly a service call.
2..If all the satellites in field G of system info comes up without any green boxes, they will have you exit the system info screen and check all cables on the back of the receiver. (Do this by finding your satellite in connection and checking its hand-tight, then follow that cable to each in-line device and checking it's tight there and all the way back to the wall. You aren't expected to check outdoor cables.)
After re-checking the cables for tightness and correctly connected, they will check system info field g again. If it comes up with any green boxes, they will run a check switch. If it is still yellow/red, they will either schedule a service call or transfer you to advance tech support who may schedule you a service call.
FYI: I know you think the cables are all tight because no one has touched them since Elvis died. Some strange phenomena such as temperature changes etc, seems to cause them to work loose. This step also serves to identify any poorly made cables as a potential culprit, not just that they are loose. So when they ask you to check, just do it, it takes two minutes and gets a lot more systems back up and running than you might think. Besides, if you prove resistant to letting them help you get up and running, they'll be more likely to adhere to the rule that the charge for the service call will be $29. If you're very helpful and still need a service call, just asking if there is any way they can waive that charge might get this waived without a lot of pleading or demanding. more bees with honey, that sort of thing.
Lastly, if a service call is set up, you might want to inspect things on the outside such as any screw on connectors and look in them particularly if after a heavy rain. Just unscrew one at a time and reconnect it. Center pin should be nice and clean, no metal braids, etc. Don't attempt to re-align your dish unless you're pretty sure you know what you are doing...and if you do, use a sharpie to mark where the dish sits on its mast so you can put it back in the same place.
