PROBLEM :

Cannot enter zip code in initial setup

SOLUTION :

-AGENT ONLY-

If the customer is having issues during Step 7 of the initial setup on their TV, follow these steps:

1. During Step 7, have the customer disconnect from their network.
   
   
   • Wired network: Unplug the Ethernet cable.
     
     
   • Wireless network: Disconnect the power from the router.
     
     Important: Do not power off the TV.
     
     
2. The TV should skip past Step 7 after the network connection is terminated.
   
   Note: If the TV does not skip past Step 7 after this, have the customer press INFO and MUTE at the same time on their remote.
   
   
3. Once the initial setup is complete, reconnect the customer to the network.
   
   
4. A software update is available to fix this issue. Have the customer check for a software update after reconnecting to the network.