Symptom

External device connection

Solution

If the customer is having trouble with external device connection, agents can visually check connections and settings
 

a.  HDMI ARC connection with Receiver or Sound bar
 

b.  HDMI ARC port is marked as HDMI (ARC) either at the back of OC box or TV

c.  If external device is connected but not showing any picture, then perform a picture test. If there is no problem with the picture test, then the problem is most likely with an external device
 

d.  Check cable connection status
 

e.  Check external device power status
 

f.  Check external device's signal input status
 

g.  Check if the source is properly selected