LAVA Tech Support Training Book
Products Related: HD-2605/2805
Thank you for working with LAVA. This instruction is to help you understand most of the common technical problem of LAVA Antenna. And assist you when you handle customer’s problem.
The Most common questions from customer are like “Antenna does not work” or ”Get no reception”. So we will start with these two questions and help you go through all related problem may occur.
1. My antenna does not work?
Most of time when you pick up the phone, customer may just complain the antenna does not work, in these case, customer did not describe their problem clearly, so we will need to ask customer questions to guide to their problem.
For any problem customer may have, we need to make sure that the antenna is power on and function normally. Let’s start our questions:
1.1 Which part of the antenna does not work? No reception? Not power on? Or does not rotate?
1.11 If antenna does not power on, like control box or power insert not power on, check the power adapter and make sure it is plug in. On the control box, make sure that the switch is turn on.
1.12 If the antenna does not rotate, we need to make sure that the antenna got power first. There are two steps to check the power on the antenna.
A. Does the control box power on? If not power on, got back t o 1.11
B. Does the LED light on the Antenna power ON?
If the LED light on the control box is ON but the light on the Antenna not ON, check the cable connection, make sure that it is connect directly from the Antenna to the control box ANT port.
If there is splitter between the antenna and the control box, then the LED light on the antenna may not power ON. Need to take the splitter out and use a coupler to make a direct connection first. Or y o u w ill need to use a special designed LAVA HDS 21 ultra Splitter in this application.
If control box pow er o n and connection no problem, but antenna still no! Power ON, then problem may be there is no output on the control box AN T p o rt , or: m ay be the Antenna PCB board has problem.
In this case, we may ask customer if they have a voltage meter, if they have a voltage
meter, they can help us to test if there is output on the control box ANT port. Just turn the meter to AC side and test the output at the other end of the cable that connected to the control box ANT port. If customer c an get some voltage that means the control box is good and problem should be on the Antenna main unit.
If customer does not have a voltage meter, then we will need to replace the control box with customer first.
C If the LED light on the Antenna is on but antenna d oes not rotate?
Check how did customer test the rotation, press the rotation button on the control box and hold it. You should be able to see the red light k een ON on the control box.
If rotation light comes on the control box but the Antenna still not rotates, ask customer how long they run the cable. R emember that cable runs longer than 70 feet may cause the r ot at i o n function not work, because long cable will lose too much voltage at the end.
Have customer unscrew the motor rotor, then scratch the two PINs to make sure it has good contact when attach to the antenna.
Usually motor rotor contact problem may cause the antenna not rotate. If scratch the PINs and still not work, replace motor rotor with c ust om e r
If we replace motor rotor with customer and antenna still not rotate, then problem may be on the main unit does not have power to the two holes that connect the PINs. Again ask customer if they have a voltage meter, check t he power on the holes to see if they can get some AC voltage.
1.13 If antenna power on and rotate, 99% the antenna is function normal and the problem should on customer’s TV. We need to have customer contact their TV manufacturer.
1.14 For no reception, go to 2.
2. The antenna gets no reception?
Need to make sure Antenna function normally first before we talk about this problem. Go back to 1 if antenna does not function normally.
2.1 Check what k i nd of TV customer has? Must have a HDTV or digital converter box.
For HDTV, need to have the signal source turn to air or Antenna before you do a channel scan. Ask customer refer to their TV manufacturer if they don’t know how to operate their new TV.
2.2 Check cable connection from control box to TV.
Make sure cable from control box TV1 or TV2 is connected to TV antenna IN.
2.3 Check local signal reception map to see how well is signal there. Refer to FCC reception MAP. http://transition.fcc.gov/mb/engineering/dtvmaps/
If the local signal is strong, need to turn the gain control on the control box to lower side.
Signal over amplified will cause the TV detect n o channels.
If the local signal is weak, then customer needs to rotate the antenna slowly to different direction and scan the channels.