PROBLEM :

SmartHub is not working

SOLUTION

-AGENT ONLY-

Attention: Do not set these tickets up for repair, and do not reset Smart Hub.

If a customer is experiencing the following problems, please confirm their firmware version.

• The TV is displaying the incorrect language
• The TV will not connect to the network
• The TV keeps losing the network connection
• Apps are missing after an update
• Apps are not loading

To confirm the firmware version:

1. Guide the customer to perform a software update from the TV Menu. Advise the customer to be patient. The TV may display an error message at this time.
   
   
2. After a couple of minutes, the update will begin, and the TV may reboot.
   
   
3. Guide the customer through the network settings and confirm the connection.

Note: The software update server is different from the Hub Server.