BTVTroubleshootingV1.1

What product is the customer experiencing issues with?

VIZIO Blu-Ray Player

VIZIO Router

VIZIO Co-Star

VIZIO Computer

VIZIO Tablet

All Other BTV Products

What issue is your customer reporting?

Blu-Ray Won't Turn On.

Application Won't Open.

Blu-Ray Disc Won't Play.

All Other Issues.

What issue is your customer reporting?

Unable To Connect To Network.

Connected - No Internet.

Forgot Password/Need to Change Password.

All Other Issues.

What issue is your customer reporting?

Co-Star Won't Turn On.

Applications Won't Open.

All Other Issues.

What issue is your customer reporting?

Computer Won't Turn On.

Keyboard/Mouse Isn't Working.

Subwoofer Is Buzzing/Has Static.

Windows Won't Load.

Problems after updating to Windows 10.

What issue is your customer reporting?

Tablet Won't Power On.

Applications Won't Load.

All Other Issues.

If a customer is reporting an issue with any other BTV product (Wall Mount, Headphones, Etc) do your best to answer any general questions the customer may have.

If the customer requires advanced troubleshooting with a product, contact your supervisor to schedule a Follow-Up.

If the customer is reporting an issue with a BTV product powering on, follow standard Power Troubleshooting Procedures (Power Cycle, Verify working outlet when applicable).

If the issue persists, the product would be defective.

Advise your customer if applications are no longer loading this is likely due to the app no longer being supported on this products FW version. Due to the age of these products, they no longer receive FW updates necessary to keep the apps functional.

DO NOT FACTORY RESET THE PRODUCT . This will essentially brick the device.

Verify the customer is using the correct password.

Note: If the customer is uncertain, try using the default password listed on the bottom of the VIZIO router.

2nd Note: Do NOT try connecting with the WPS button.

Customer is using the correct password; Still Can't Connect.

Customer does not know their password.

Customer was able to connect successfully.

Verify the customer has the Ethernet cable from their modem connected to the "Internet" Ethernet port on the router.

This port will be labeled "Internet".

Ethernet Cable is connected to the right port.

Ethernet cable was in the wrong port.

Reset the router to factory default.

Note: You can reset the router by pressing and holding the "Reset" button on the back of the router for 15-20 seconds. After the reset has been performed, the networks WiFi password will now be the default password listed on the bottom of the router. The default password will be different depending on whether your customer is trying to connect to their 5.0GHz network or their 2.4GHz network. The key will be 10 characters long and is all numerical.

5.0GHz = Will be listed next to "VIZIO HD".

2.4GHz = Will be listed next to "VIZIO".

Factory Reset: Still Can't Connect to Network.

Factory Reset: Customer can now connect to network.

If the issue is resolved close the call as normal.

Verify the customer has tried connecting to the network with more than one device.

If the customer has not tried yet, we need to try connecting to the network with multiple devices (Laptop, Tablet, Cell Phone Etc).

Unable to connect to network from multiple devices.

Only one device is having issues connecting to the network.

If only one device is having issues connecting to the network, explain to the customer that this would be a device issue and refer them to the product manufacturer.

If the product manufacturer happens to be VIZIO, refer to the networking troubleshooting for that respective product.

If the customer is still unable to connect at this time, the product is no longer working.

Recommend replacement.

Have the customer power cycle their modem and the router.

Note: Make sure the modem has fully rebooted before testing.

Power Cycled; Still no internet.

Internet is working following Power Cycle.

Have the customer try connecting their modem directly to their computer via Ethernet.

Is the computer able to connect when directly connected to the modem?

Connected directly to modem; Internet is now working.

Connected directly to modem; Still no internet.

Customer doesn't have a device that can be connected directly to the modem.

Advise the customer they would need to find a device we can connect directly to the modem, as we need to verify that their internet services aren't experiencing an issue.

Reset the router to factory default.

Note: You can reset the router by pressing and holding the "Reset" button on the back of the router for 15-20 seconds. After the reset has been performed, the networks WiFi password will now be the default password listed on the bottom of the router. The default password will be different depending on whether your customer is trying to connect to their 5.0GHz network or their 2.4GHz network. The key will be 10 characters long and is all numerical.

5.0GHz = Will be listed next to "VIZIO HD".

2.4GHz = Will be listed next to "VIZIO".

Factory Reset: Still no internet.

Factory reset; internet is now working.

If your customer is reporting no internet even when connected directly to the modem, advise them this would be a network issue and recommend they contact their ISP.

If your customer has forgotten their password, they can reset it in multiple ways.

Your customer can log into their router by following these directions: Link to change the password manually.

Or you can factory reset the router to restore the default password.

Note: You can reset the router by pressing and holding the "Reset" button on the back of the router for 15-20 seconds. After the reset has been performed, the networks WiFi password will now be the default password listed on the bottom of the router. The default password will be different depending on whether your customer is trying to connect to their 5.0GHz network or their 2.4GHz network. The key will be 10 characters long and is all numerical.

5.0GHz = Will be listed next to "VIZIO HD".

2.4GHz = Will be listed next to "VIZIO".

If your customer is reporting an issue with a movie playing, refer to "VBR Will Not Play Movie".

Power Cycle the device.

Note: Some VBR's do not have a physical button. Simply disconnect the power source for 30 seconds.

Power Cycled; App still isn't loading.

Power Cycled; App is now working.

Factory Reset the VBR.

You'll need to walk the customer back through connecting to their network and testing apps.

Note: You can find the instructions for resetting and connecting in their respective QSG. Link.

Factory reset: Still unable to access apps.

Factory Reset: Apps are now working.

Advise the customer if apps still aren't working, this is due to the FW of the product, as FW updates are no longer released for this product.

Power Cycle the computer.

What is happening now?

Computer is now powering on.

Computer is showing no signs of power.

Computer is stuck on the Splash (Loading) screen.

Screen says "PC/PC OFF".

If the issue persists at this point, the is an issue with the product.

You can recommend the customer look into repairing the computer with a local shop.

Power Cycle device and Computer.

Directions: Remove batteries from Keyboard/Mouse. Disconnect PC from poewr source. Press and hold power button on Computer base for 15 seconds. Reconnect power source and power on. Wait for the computer to boot to the login screen. Put fresh batteries back in keyboard/mouse.

Power Cycle; Mouse/Keyboard is now working.

Power Cycled; Mouse/Keyboard is still unresponsive.

Refer your customer to VIZIO.com/Drivers to verify all device drivers are up to date.

If the issue persists, the product is no longer functioning.

If your customer is reporting any sort of buzzing/humming or just distortion from the subwoofer, they'll need to try repositioning the cable.

Ask your customer to try moving the cable around in different directions until the noise stops. If the issue will not stop regardless of the cable positioning, the product is experiencing an issue.

Have the customer try rebooting the PC again with no other devices connected.

If the customer is still experiencing issues, we would recommend reinstalling their copy of Windows.

Note: We do include a backup copy of Windows on the PC HDD. However if the customer did not back this up externally, they will need to look into getting another copy for reinstallation.

If your customer is reporting issues after updating to Windows 10, advise them this is likely a compatibility issue.

Recommending reverting to an older version of Windows. If the customer needs assistance with that, refer them to Microsoft.