Question:

How to troubleshoot an unknown HDMI device?

Answer:

 If Device connected to HDMI is not detected when connected to TV or if TV showing Unknown Device, like below picture, please follow below steps:

Device that is showing unknown -> Unplug the HDMI cable connection from either end of the connection and plug back HDMI Cable again after 30 sec.

Wait for the on screen display - TV will try to detect device by communicating to the connected device.

If Device not detected, Unknown Device will appear like below:

Follow onscreen instructions with Manual set up option.

Universal Remote setup screen appears like below, Follow onscreen instruction and select start.

Follow onscreen instruction and select connected device accordingly from the list

In this instruction Videotron Cable box (Arris manufacturer and Xi6A) model is connected to the TV so example is showing accordingly.

 **select proper options and follow on screen instructions if scenario is different for you - Steps remains mostly same.

If Cable box (or Source device) connected directly to TV, select TV directly Otherwise second option based on installation.

Select available Service provider list from the onscreen display if available.

If not available, Select Search for your service provider and Type(enter) manually & Follow on screen instructions as below:

Select appropriate source and proceed for Next Step.

Test the Remote, Customer has to press the Enter button on the remote to change channel.

If Channel is not changed or if you intending to set up with specific manufacturer name and model then continue answering No to proceed for the next step until the 4th Try.

Similar way 2nd try & 3rd try - Select no if channel is not changed.

After 4th Try or attempt if channel up or down is still not working, Select Search Model number and follow on screen instructions

Using right arrow, select manufacturer press Enter and Manufacturer list will be available to choose from.

Select proper manufacturer (look for the model number on the source device to confirm or ask device supplier if it is not clear on the device).

Example - Right now:

Videotron Helix Terminals using Arris Xi6

Shaw Blu Cruve terminals using Arris Xi6

Rogers Ingnite Terminals Using Arris Xi6

In this case Arris as a manufacturer selected.

Then after select search model number option as below:

Enter Model number using onscreen Keyboard, Select done after entering.

**Enter button on remote will show keyboard on the screen.

From list options, select proper model number.

Test the device again.

**Press the enter button on the remote for channel up when highlighted.

Once changed select Yes, otherwise continue with on screen instructions by answering No.

Select done and follow the screen.

Finally, TV will display Service provider name as source Name and provide soft button on top for cable box options:

Now TV's Universal remote setup process is completed and TV's one remote will be able to control connected source device with almost all the options.