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I bought my BeoVision11 end of November last year along with a Humax HD box as recommended by the store. 4 months on I have a problem in that when I switch the TV on all I get is 'Bang & Olufsen' passing right to left across the screen continuously where as normally it would do it a couple of times and then I would be into the Menu screen. It appears to be stuck. I have spoken with the instore B&O technician and we have tried various things to no avail and it now seems that I have to take it back to the store for a diagnostic test. The TV is in France, it was purchased in the UK and it is not an option to return to the UK with it so at the moment I am trying unsuccessfully to find an engineer in France that might collect it, fix it and return it under it's guarantee.
Has anyone else come across the same problem or might know what the problem is?
Welcome to Beoworld.
I assume one of the things tried was to completely disconnect it from the mains, leaving it a while and then connecting to the mains again? This often works in cases like this.
I'd assume that the warranty is Global in which case for a new TV like this, I'd expect B&O France to be able to deal with it under warranty and if necessary, cross-charge back to where you bought it from. Where did you buy it out of interest?
I'd contact B&O customer services and explain the situation and see what they say. Clearly, taking it back to the UK is not an option and they should understand that when people move, they take their household items with them.
Is there any way you can try a different source rather than the Humax HD box? Via the USB for example to see if it works then just in case it's a communication error between the Humax and TV.
Good luck,
Dave.
It seems that you had the "quick start" function turn on and now it's off. You need to check your settings (energy savings).
I would check also if your humax box is correctly set up in the sources. It seems it got lost.
Try to erase it and install it from the beginning again including Puc code (beo4 button, hdmi...).
One thing I don't understand is that after the electronic curtains you had a "Menu screen", you should have had a picture not a menu.
Do you have french TNT set on "TV" and Humax set on "DTV" or vice versa or is the Humax your only source ?
Hello Dave and thanks for the info.
Yes, it was disconnected from the mains for around 3 hours. It has since been disconnected for 3 weeks! I bought the TV at Genesis, Jersey. Originally I wanted to buy it from the store in Rennes, Brittany but couldn't get a reply from them so I decided to take a trip to Jersey as it was a birthday gift for the other half (big number birthday!). Our old MX6000 of 21 years gave up the ghost last autumn and had we still been in the UK it would have been taken to a great guy in Exeter who repaired it for us once before - unfortunately and reluctantly it has gone to the recycling plant. Having loved the TV we decided to get an up to date B&O but we are no way in any sense technical neither do we need all the bells and whistles that comes with it. We just wanted a good screen and sound and the record function a bonus.
I did get on to BeoCare who suggested someone not too far away from us but it has taken 3 weeks to get a reply from this company. This morning I've been contacted by an engineer who is going to come out to the house and do a test - I'm sure there's not much wrong with it hopefully - I will keep you posted.
Thanks again
Chris
Hello BeoGreg and thanks for the info
I have no idea whether the quick start function is turned on or not. As said on my previous reply we're not in the least bit technical but we've been plodding our way through the instruction booklet bit by bit.
Genesis set up the TV and the Humax for us so all I had to do was pick it up from Jersey, get it safely in the car, on the ferry (another story!) and then drive it 200 miles home, plug it in and switch on! All worked fine for 4 months.
We don't have TNT. We do have the Humax set on DTV and it is our only source.
I can't check the energy settings as I can't get beyond the initial screen. I used to switch on, get the B&O banner float across the screen, wait a short while and then the Freesat/Freeview logo would appear then eventually the humax menu would appear and then I would choose the programme to watch etc.
Hope this makes sense to you and thanks again for the info.
Never the less - have you tried to unplug the Humax - unplug the HDMI cable?
And then pressed another button - after disconnecting/connecting to the mains again?
Isn't the tv setup for HomeMedia, WebMedia or so too?
MM
There is a tv - and there is a BV
I haven't tried another source but I will give it ago tonight - infact so far I've only done as instructed by the techno chappy and that was via the phone whilst he was on the phone as I'm reluctant to fiddle with things I'm yet to understand!
Thanks, Chris
Hello MM and thanks.
I have unplugged the Humax & HDMI cable but still it appears to be stuck.
Is the PIN code system activated? If the TV has been left disconnected from the mains for more than 15 to 30 minutes then it might have gone into its 3 hour 'Wait' period which also happens after the PIN has been entered incorrectly a number of times. So I would leave it connected to the mains for at least 3 hours before trying anything else. If needing to get anything to reset I would only disconnect from the mains for 5 minutes max.
Does your BV11 have the built in Freeview and Freesat tuners (usually with the hard disk option)? Are you unable to get any response by hitting the TV button rather than the DTV button after leaving the TV connected to the mains for 3 hours+?
Graham
Hi all,
Well I've had the TV plugged in without the humax - and still no response. The PIN code is not activated and so I know that's not the problem. I've done all suggested on this forum and thanks very much to you all for your help but it doesn't want to pass B&O! Guess I just have to wait for the engineer to arrive. When I spoke to the UK technician he said he'd never come across this problem before so hopefully when I get to know what caused the problem I will let you know. However, this is laid back france and having taken 3 weeks to get a reply from the engineer I guess I shall be waiting at least another couple of weeks before he arrives with his testing kit so it may be some time before I reply! It has rather killed my love affair with B&O.
Thanks again, Chris
As I said that I'd keep you posted here is the latest - I am still waiting for the engineer to come out to do the test! I am in touch with Beocare who last week contacted the engineer for me and I also sent an email to Mon. Frangeul from ADE who promised Beocare to contact me at the beginning of this week - I'm still waiting.
mehitabel: Hi all, As I said that I'd keep you posted here is the latest - I am still waiting for the engineer to come out to do the test! I am in touch with Beocare who last week contacted the engineer for me and I also sent an email to Mon. Frangeul from ADE who promised Beocare to contact me at the beginning of this week - I'm still waiting. Chris
Unfortunately, this is the kind of service to expect in France! People never turn up when they say they will to give you work quotes, or to actually do the work. Most don't phone back or respond to e-mails and the French understanding of how to use their own websites is laughable - never updated (including contact details!). I'm not surprised the country is in an economic mess.
It is still however, a wonderful place to live!
sounds like a software issue.
the tech who's coming (at some point) can software update/flash the TV using the B&O ServiceTool.
What I would do beforehand is to reset tv to factory default settings. That sometimes takes away mysterious bugs in the TV.
MENU > SETUP > WITH SOUND HIGHLIGHTED PRESS RED+GO ON YOUR REMOTE, THAT BRINGS UP CUSTOMER SERVICE MENU > SETTINGS > RESET TO DEFAULT > RESET TO FACTORY SETTINGS
If it then boots up normal, then I would connect the TV to internet and software update it.
MENU > SETUP > SERVICE >SOFTWARE UPDATE
If still running fine then you could as suggested turn on quick start timers to enable a faster boot up.
BeoVision 11-55, BeoCenter 2, BeoLab 9s, BeoLab 3s, Beo4/5/6, BeoRemote One, BLGW, Transmitter 1, BeoLit 12, A8, H6, H8
All well and good but if my understanding is correct, the OP cannot even get into the menu options as nothing will come up on the screen except the B&O logo scrolling.
Okay, yeah thats not something he can fix himself then.
Hopefully it's just software and tech can flash onsite otherwise it could be hardware.
Here's an official fix for a similar issue (Tv has to go to service center):
Hi HardCopy,
Thanks for all the info but the problem is as Dave says I can't get as far as the menu. I switch on, get the green light then get the B&O logo pulsing on the screen then after a short while the TV seems to switch itself off. Chris
Yeah, hopefully just software.
Hope you get the tech onsite asap.
While the TV is on (green light blinking/logo showing try pressing 1 1 1 1 1 and GO on your remote (pointed at tv) at see if that does anything.
Dave, I agree with you entirely France is a great place to live. My french neighbour agrees that when it everything works in France it's good but when it doesn't it's tres mauvais' (in our village quite a few of us have been without a telephone/internet connection for 6 days whilst waiting for Orange to identify the problem! - there's a lot of grey hair in this village!) .
I'd be interested to know what the top bods at B&O would make of the after sales service here in France as it doesn't bode well for B&O's reputation especially with a new and expensive product that is only 4 months into it's life.
Hey ho, guess I just have to sit & wait! Will keep you posted. Chris
Just tried your suggestion 11111 go but nothing happens other than previously said. Thanks anyway. Chris
Hi Mehitabel,
Very sorry to read your post. This must be very frustrating. I almost cannot believe how patient you are. I would have rented a van and brought it to the nearest dealer within the first week of no response.
Did you try other dealers? I am convinced my dealer would have picked it up and brought a temporay television the next day after I reported an issue like this. I am getting real good service here and I would suspect this to be normal for the brand.
BeoVision 11-55, BeoLab 8000, BeoRemote One BT, AppleTV 4, 2x BeoPlay A2, BeoPlay A1
Hi Amazone, thanks for your post. Believe me I am very frustrated we are almost to the point of tears but what can we do. I am in the hands of BeoCare (who I contacted in the beginning) and ADE. ADE being the company I was told to contact by BeoCare as I had no idea as to whom to contact. To begin with even BeoCare gave me the wrong email address and I had to do a search to find the company. I have rang ADE and left several messages including on the 24/7 answerphone and emailed several times and have even resorted to sending an email from the ADE site under 'Devis' to ask if he'd forgotten me and in the hope of a response but have only had the one response from him some weeks ago when he said he would come and do a test - interestingly I got the call from him the morning after I emailed Beocare to say I'd had no response. I'm beginning to wonder if this guy is a one man band with too much work. It's a shame because I have several B&O products purchased over many years that have worked perfectly, (this was a surprise 60th birthday gift for the other half) but if this is the after care service I can expect in France and the service from BeoCare (who also take days to respond) then I shall not be buying another B&O product.
In the end I may have to wrap it up and take a trip to Jersey where I bought it but I can't bear the thought of the journey plus the cost of getting it there (and then having to return again to collect it (4 x ferry fares with car + travel to St Malo). I'll keep you posted as to the outcome! Chris
check you inbox Mehitabel
Thanks for the info HardCopy - did it last night. Chris
Hi BeoGreg
oooh I so wish we had a B&O store nearby but................................however, he has until next week and then something soft and brown may hit the fan but it wont be chocolate! . He obviously is not aware of a women's wrath!!
At the moment I'm calm and very happy as our parcel arrived late yesterday and it's WOW, it looks brand new, I don't want to touch it for fear of putting a finger print on it, it is at the moment sitting on the kitchen table being admired (sad that I am!) whilst I await the other half to get the bracket fixed to the wall!
Finally, I have been contacted by the engineer who wants to know what the valise marker is ie MK1, MK2 or MK4. Where would I find this info on the TV? Sorry if this sounds a little odd but I'm having to get a phone message translated from french to english by a french neighbour! The only paperwork I have is the invoice which has no information on it.
Chris:Hi all, Finally, I have been contacted by the engineer who wants to know what the valise marker is ie MK1, MK2 or MK4. Where would I find this info on the TV? Sorry if this sounds a little odd but I'm having to get a phone message translated from french to english by a french neighbour! The only paperwork I have is the invoice which has no information on it. Thanks, Chris
Just tell him the serialnumber - it is his job to find out, what Mk it is.
Thanks, I have already provided him with the serial number some weeks ago but now he has come back with this request. Chris
After a week short of 4 months before I finally flipped and emailed TM, the BV11 was fixed on wednesday . It's soooooo good to have it brought back to life!
The engineers were here for 4 hours and when they arrived with the large trunk 'valise' I asked them if they'd come for the weekend!
The hard disk was the problem & had to be replaced.
So just wanted to say thanks to all of you that were so helpful in trying to remedy the problem - much appreciated.
Wishing you all a v.good weekend. Chris
As a BV11 owner it's good to see that this problem was resolved, even after an unsatisfactory wait.
I wonder whether B&O's guarantee policy is correctly set-up with its dealers..... there should be no reluctance for a different dealer to attend to a repair if B&O have proper procedures in place to reimburse whoever fixes a problem.
Hello,
I got the same problem here! My BeoVision 11 won't turn on, there is a flashing red light on the top of the BeoVision. I have done different things but nothing helps (turn it off for 12 hours). But the BeoVision still turns of the wall when I turn it on with the remote. Does anyone an idea what the problem is?
Thanks!
Piet
Welcome to Beoworld!
It sounds as if your TV is in WAIT mode after wrong insertion of the PIN and a long mains disconnection. Leave TV connected to the mains for at least 3 hours. Then, on turning on the TV, you should get a PIN request. If you don’t have the PIN contact a dealer with your serial number (and proof of ownership.) This is all described on page 67 of your TV user manual.
Dear Graham,
Thanks for your quick response.
When I put the plug in the socket he immediately gives a red flashing light. I had not even a chance to enter the PIN (And I know the PIN).
Do you know another solution?
Thanks for your good help.