Customer FAQ's

In an effort to offer 24hr service for customers, we have added a constantly updated customer help center online.

The following tips and answers to FAQ's should help the indicated problem area during closed hours of operation.

Please feel free to contact us any time to request a live call or site visit to help you solve your problem.

Section one: Universal Remote Control FAQ's

The model MX-900 remote control takes (4) aaa batteries which will have a varying lifetime based on use of the remote.

Please be aware the unit will not lose programming when you change the batteries. In the event of a physical damage situation for the remote we do offer a $195 complete swap out for any remote that is worn out or reasonably damaged. Please contact us for an evaluation and have the remote serial number (located inside the battery compartment) available when we discuss your exchange. We can upload your program and save it for the new remote and in many cases have a file saved at our office for your system as well. The Remote RF (radio frequency) base station has indicator lights for power and signal reception indicators for remote command confirmation. Each of your devices (Cable Box, Receiver, ipod dock, DVD or Blu-Ray, etc.) have a "flasher" that sends the commands to the devices. You may not have a RF base unit if your equipment is located in plain view. ** Please refer to custom operation sheet we provided with your tutorial.

Section 2:Cable Box FAQ's

If you have a Timewarner HD cable box either with or without DVR, the following information applies for troubleshooting. Depending on the software version of your Box, there are specific settings we prefer to setup as we install a system. These include the following items: Using the Timewarner remote and starting with the Cable Box on (usually a circle above the clock display will be illuminated) Press mode (at the top) then cable to be sure you are in cable cotrol mode on the remote. Next, press "settings" then toggle over to "display" The following settings apply to most boxes: "picture size" should be set to "stretch" if you want full image fill on all channel types (HD and non HD) The next setting is "output formats" this should have a dot next to 720p and 1080i. The next setting is "aspect ratio" this should be set to 16x9 for all new generation HD formatted TV's. * if you set these with the universal remote start with menu then toggle down to settings and proceed.

*** Cable Box signal error (no picture but you have sound or vice versa or picture freeze-up)  Try the following Reboot Procedure. Start with everything on as normal (TV,receiver if equipped, etc and the cable box) There are 2 methods for cable box reboot. The first is using the power button. (usually best for the Explorer series boxes - see box model on front upper corner of cable box) --option #1-- Press and hold the cable box power button located on the front panel of the cable box for 10 seconds then release. or --option #2-- if you can easily identify the cable box power cord at the wall of back of the cable box, unplug the cord for 10 seconds then reconnect.

*** After either one of the above options, the box will go into a reboot cycle ** Do  not touch any buttons until you see the CORRECT TIME displayed on the cable box. ** Then press the power button on the cable box to allow you to view the remainder of the reboot steps left on the TV screen. Once fully cycled, this should re-establish any lost communication with the cable system. If you continue to have picture loss, please CHECK your DVD player to confirm the issue is local to the Cable box. (If DVD works with surround sound and picture, you may assume the cable box or connection is at fault.)  We will be glad to assist in person or over the telephone for any diagnosis.

 shown is remote sender placement on Explorer Series Cable Boxes. Note position below guide button.

Section 3: Onkyo Surround Receiver FAQ's

Zone 2 audio failure: If you have a second zone (zone 2) connected to your Onkyo TXSR series receiver, you may experience unit shut down (protect mode) if the zone 2 "level" is set too high. This applies when you are using volume knobs in dedicated zones like a kitchen or deck. To adjust the level down (-) and prevent this issue, in many cases the following will help. On the front panel of the receiver, you will see a "zone 2" button near left center. There should be a "level -" and "level +" button to the right of the zone 2 button. Start with the receiver on and your zone 2 function on. Then press the "level -" button and move the number 8-10 digits in the "-" direction. * Some models require that you first push the "zone 2" button to activate the level control function. What you are doing is decreasing the maximum volume level the knobs in each area can obtain and also lowering the demand on the Onkyo receiver. Be sure to leave enough volume available without excess volume that will overheat the unit. *Speaker operation modes: If you have a surround sound system and want to adjust the speaker operation mode,the following types apply (the "listening mode" buttons on the front of the Onkyo will cycle through these modes)  * ALL CHANNEL STEREO : "ALL CH STEREO" this mode works great for music like an ipod or CD. This setting will be retained only for the source it is using when adjusted. (If ALL CH STEREO is selected for CD source, it will not apply when switched to CBL/SAT.) Most people use "TV LOGIC" for TV viewing and Pro-Logic or DOLBY modes for movie viewing. * The rear speakers in this mode will only play sound when directed by the DVD or Blu-Ray Disc, so don't expect the same sound as the front speakers are playing.

Power outage information:

In the event of a power outage, the best way to be sure your equipment is functioning as it was setup is to run a test for all of the previous functions. In most cases the cable box or satellite box may not be powered up after a power outage. Please check the status of the power on this device. Another good suggestion is to check all the functions after a power surge. Recent weather has caused many more power surges than in past years and has increased the volume in our area of equipment failure. Many of the equipment failures have been video related issues. Please contact us if you need assistance identifying a possible equipment failure situation.