RemoteControl Service
2020-05-12
[Link]
The Remote Control Service provides call center a way to access the consumer’s TV . It can help after-
sales to solve the consumer’s TV software problems without on-site. Then it can save the after-sales cost.
The network diagram is as followed. The call center and consumer’s TV establish remote connection via
the Qterics Server. The Qterics is a third-party company that provides the Remote Control Service.
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[Link] Handles Fault Processor
The after-sales shall deal with the problems according to the following processor, when the consumer
phones to the after-sales for TV problems.
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[Link] Handling
It introduces the tool on the PC from the following scenarios in this section.
3.1 Create Connection with TV and PC
3.2 Control Page on PC
3.3 System Information
3.4 Picture Issues Handling
3.6 Source Issues Handling
3.7 Network Issues Handling
3.8 Bluetooth Issues Handling
3.9 Factory Reset
3.10 Device Config
3.12 PQ&AQ Issue Handling
3.13 Record the Result
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3.1 Create Connection with TV and PC-Enable the service on TV
Step One:
The consumer enters Remote Control Service from the support of setting and enable it.
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3.1 Create Connection with TV and PC-Generate Pin Code on TV
Step Two:
The consumer presses the Generate PIN button on the TV, then go to the loading page for Generate
PIN
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3.1 Create Connection with TV and PC-Login on PC
Step Three:
The after-sales login the SupportView Tools and input the pin code.
Open web browser on PC
Web Address: [Link]
Input the PIN code on the web
Press connect, then launching session
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3.1Create Connection with TV and PC-Connect
successfully
After connecting successfully on PC, call centers will see the homepage of RemoteControl Service on PC,
there are some information about TV system on this page
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3.2 Control Page on PC
Call centers can watch the screen of TV from the left dark window.
Call centers can operate the TV by the Remote Control beside the dark
window
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3.3 System Information
Call centers can get the more information about TV from the system information
tab.
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3.4 Picture Issues Handling-Picture
Inspection
If the users tell call centers that their TV has some issues about pictures, then call centers can press
run task button to make basic inspection, meanwhile call centers let users to watch the status on the
current TV.
Call centers can know the result by the call with users
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3.4 Picture Issues Handling-Picture Diagnose
By Picture Diagnose, Call centers can adjust the parameters about picture mode, colour temperature ， ect.
Note: call centers can press apply button to execute all of the adjusted parameters. Call centers can get the refreshed
status by pressing refresh button.
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3.5 Sound Issues Handling -Sound Inspection
If the users tell call centers that their TV has some issues about sound, then call centers can press run task button to make
basic inspection.
Call centers can know the results by watching the information on this page. NG means Fail , OK means Success, NA means NO
Device.
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3.5 Sound Issues Handling -Sound Diagnose
By Sound Diagnose, Call centers can adjust the parameters about sound mode, volume ect.
Note: call centers can press apply button to execute all of the adjusted parameters. Call centers can get the refreshed
status by pressing refresh button.
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3.6 Source Issues Handling -TV
Inspection
Call centers can get the more information about TV signal from the TV Inspection tab. From
this page, call centers can know the audio format, signal quality etc.
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3.6 Source Issues Handling-HDMI Inspection
Call centers can get the more information about HDMI signal from the HDMI Inspection tab.
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3.6 Source Issues Handling-Change
Source
If call centers can not judge the current issues belong to which reason, the signals of the current source or the TV.
Call centers can select source from change source item, and then press apply button to execute the action. By this way ,
the TV will change to the other source.
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3.6 Source Issues Handling-DTV
Diagnose
By DTV Diagnose, Call centers can adjust the parameters about DTV signal
Note: call centers can press apply button to execute all of the adjusted parameters. Call centers can get the refreshed
status by pressing refresh button.
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3.7 Network Issues Handling -Network
Inspection
Call centers can get the more information about network from the Network Inspection tab.
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3.8 Bluetooth Issues Handling-BT Inspection
Call centers can get more information about BT from the BT Inspection tab. Such as the
quality of wired signal.
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3.9 Factory Reset
By Factory Reset, Call centers can do the TV reset operation.
Note: call centers must select I understand, otherwise, call centers can not execute Reset operation.
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3.10 Device Config
If the TV's issue needs to grab the user's log or channel information for further analysis, call centers can select to download
the log files or channel list files by Device Config.
The content in the log file is as same as the log exported by the USB which include the debug log.
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3.10 Device Config
Take the log file as an example to show that the operation of downloading channellist is the same.
Step1: select Log0.
Step2: click “Apply”button.
Step3: Save the Log0 files
in the PC.
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3.11 OTA
By OTA, Call centers can choose “RUN TASK”button ,then the TV will start to execute the OTA process.
Note: if the current version is the latest one, TV will not execute OTA update although call centers choose this action.
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3.12 PQ&AQ Issue Handling-PQ AQ Restore
If call centers choose “YES”, the TV will restore to the previous parameters before entering the this session.
Note: call centers can press apply button to execute all of the adjusted parameters.
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3.12 PQ&AQ Issue Handling-PQ AQ Reset
If call centers choose “YES”, the TV will do the reset about PQ an AQ parameters,
Note: call centers can press apply button to execute all of the adjusted parameters, then TV will revert to factory
settings about PQ and AQ.
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3.13 Record the Result
Call centers need to enter History before ending this session so that call centers can write down
some service information. This is helpful for the issue summary and analysis later.
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Thanks!
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