BJ LINC Technical Support -- Troubleshooting
Satellite broadcasting is reliable but not invincible. The following information is designed to address some common things that may occur with your system and what you can do to remedy the situation. This is not an exhaustive resource but will help, particularly if there is a simple solution to your problem. For more information, consult our Technical Support Staff by calling 1-800-876-5462 or by e-mailing.
Reception Problems
"Program Not Available" or "E 48 No Signal" message on screen
Blank, blue, or black screen
Squares in screen (pixelization)
Err3 message on the receiver
-1, or 8888
bE1
Snow or static on TV screen or tape
Audio Problems
Connection Problems
No Connection
Connection but the teacher cannot hear the student
IRU rings on the air
IRU not loading
Not able to hear students speaking
Other Problems
VCR did record at the time I programmed, but it did not record anything on BJ LINC
Time is off
EPG (Electronics Program Guide) is empty
Remote Control not working
Error messages related to the Smart Card (E04, E05, E16, E19, E30)
"Program Not Available" or "E 48 No Signal" message on screen
Solution:
Unplug the receiver from the electrical outlet for 30 seconds.
Disconnect cable from “LNB IN” terminal while unplugged.
Reconnect cable to ‘LNB IN” terminal while unplugged.
Plug receiver back into electrical outlet.
Press Signal on remote to check Strength and Quality.
*If Strength 0 Quality 0, check that all cables and connections from dish to receiver are intact.
Reasons: These messages could be caused by
Bad weather (snow, rain, sun spots).
Loose connections/cables from dish to receiver.
Incorrect connections.
Low Signal Quality.
Local interference (See note.)
NOTE: The most common sources of local interference are car alarms and radar detectors, which plug into automobile cigarette lighters. Other sources of interference may include nearby airports, power stations, UHF towers, power lines, security systems, and perhaps microwave and cell phone towers. Top
Blank, blue, or black screen
Solution:
Make sure connections are correct from IRD to VCR/DVD (see the wiring diagram in the Installation Guide/User’s Manual).
Make sure VCR/DVD is on correct viewing channel. (Refer to your VCR manual to know what channel to use based on the connections you are using.)
Verify that you are scheduled to have a class at this time.
Check the VCR/DVD; make sure it is on and on “line input” or “video input.” Toggle the VCR/TV switch to verify whether it is in the correct state. Turn the VCR/DVD off and on. (The VCR/DVD can be off and still have a clock or other display showing.) Playing a tape will sometimes clear the problem.
Verify that the TV is on the same channel as the output of the VCR/DVD (usually Channel 3, but sometimes Channel 4 if you have a local Channel 3 TV station in your area). Top
Squares in screen (pixelization)
Solution:
Press the Signal button on the remote to check the strength and quality. On a clear day the strength should be 50 or above and the quality should be 80 or above. Lower strength or quality levels can cause reception problems.
Check the weather. Severe precipitation, snow on the dish or thick, heavy clouds can interrupt the signal. Good reception should return once the severe weather passes.
Check for other possible sources of interference such as radar detectors, radar from service vehicles or car alarms. Top
Err3 message on the receiver
This message means that a BJ LINC Smart Card has been inserted in the receiver that has already been entitled to a different BJ LINC receiver. This occurs most often when you have two BJ LINC receivers and you switch the Smart Cards.
Solution:
If the correct card is placed in the receiver but the message still appears, remove the smart card, unplug the receiver, put the card back in, and plug the receiver back in.
Please call Technical Support at 1-800-876-5462 for help in determining which Smart Card matches which receiver. Top
-1, or 8888
This message possibly indicates a fatal error in the receiver.
Solution:
Unplug the receiver from the electrical outlet.
Disconnect the RG-6 COAX cable from the “LNB IN” terminal on the receiver’s back panel.
Reconnect the RG-6 COAX cable to the “LNB IN” terminal.
Plug the receiver back into the electrical outlet.
If it does not clear the problem, call BJ LINC Technical Support at 1-800-876-5462. Top
bE1
This message indicates a fatal error in the receiver. The message may occur after a power outage or when the receiver is “frozen.” When the receiver is frozen, you will have a black screen and cannot change the channels.
Solution: Please call Technical Support at 1-800-876-5462 for help. Top
Snow or static on TV screen or tape
Solution:Make sure TV is on correct viewing channel based on the switch on the back of the receiver or VCR/DVD (Channel 3 or 4).
Make sure connections are correct from receiver to VCR/DVD or VCR/DVD to TV (see the wiring diagram in the Installation Guide/User’s Manual).
Make sure VCR/DVD is in proper viewing mode (TV/VCR).
Make sure VCR/DVD is turned on to record.
Make sure IRD is “on” (red and green lights), not stand-by mode (yellow light).
Make sure VCR/DVD is on the right channel (line input).
*NOTE: Your school has purchased the TV and VCR/DVD independently from the BJ LINC equipment.
Therefore, it is important that you become familiar with all the functions of your TV and VCR/DVD. Due to the fact that there are so many different models, BJ LINC engineering may be unable to troubleshoot your problems with TV and VCR/DVD configurations. Top
Signal Interference
Interference can be caused by another signal interfering with the satellite signal. Locally, it is usually caused by a radar detector in use within range of the receiving antenna. This can cause the receiver to do several things. The signal will cut in and out, and the picture and audio will be chopped up. Bars may show up on the screen, and the receiver may not select the right channel. The signal strength reading will usually be normal during this activity. The solution is removal of the offending source of the interference. Usually a vehicle with a radar detector is in the area. If the problem is only a few seconds long, it is a passing vehicle; however, if it lasts for more than a few minutes, it is from a vehicle that is parked near the property. It will be necessary to find the radar detector and ask the owner to turn it off when it is near the school. If you find the source and cannot get the radar detector turned off, you may be able to relocate the antenna to a place where part of the building blocks the signal while it can still be aimed at the satellite. Top
Echo
Solution:
If students can hear themselves when they speak to the teacher, make sure that cables are set up according to the wiring diagram located in the Installation Guide/User’s Manual.
Check that the PS2 to Serial cable on the back of the CCU is attached to the connector next to the video cable or the bottom connector if there are two stacked connectors.
Make sure the audio cables on the back of the CCU are connected with black to A and red or white to B. (This happens when the system is disconnected for other uses of the BJ LINC room such as Sunday school classes.)
Check with BJ LINC to see that the CCU is set up properly.
Check with BJ LINC to see that the IRD is set up properly. (See second point above; may be reversed for some IRDs.)
If the teacher at BJ LINC mentions hearing an echo from your site and you do not hear the echo, the volume on the TV may be too high, causing it to be heard over a student’s handset. Top
No connection
Solution: If the site cannot connect with BJ LINC, check the following items:
If your site connects with a phone line:
a) Check the phone cable that is connected to the modem line jack on the CCU. That phone line should be connected to a wall outlet via a surge protector.
b) Check for a dial tone at the wall, surge protector, and “phone” on the modem.
c) Click on the triangle button on the CCU screen, and check the log list section for messages such as the error # NNN. Please note the following common error messages:#633 The port is already in use or is not configured for remote access dial out. (The CCU was restarted without being shut down, and the modem is locked up. Reboot the CCU with a shut down, and restart.)
#676 Line is busy. (There is a problem connecting with the ISP because of overloaded circuits.) Call the BJ LINC help line so we can provide another access number if needed.
#678 There is no answer. (There is a problem with the ISP or the wrong access phone number has been entered.)
#680 There is no dial tone. (Your phone line is disconnected or needs repair.)
#691 Access is denied because username and/or password is invalid on the domain. (The ISP has changed the access number, or the username and/or password have/has not been entered correctly.) Call the BJ LINC help line so we can provide another access number if needed.
Make sure that the line is not being used by another phone or fax machine. The line is to be dedicated to the use of the BJ LINC CCU.
If your site connects through a local area network:
a) Check your network cable between the CCU and your network connection, and make sure it is tight.
b) Verify that your network is currently able to access the Internet by trying to go to www.bju.edu from another computer on that network.If the student cannot connect with BJ LINC when trying to talk to the teacher, check the following items:
a) Check the phone cable that is part of Trunk Line 1 for the IRU connections. That phone line should be connected to a wall outlet via a surge protector.
b) Check for a dial tone at the wall, surge protector, and Position #1 on first harmonica.
c) Click on the triangle button on the CCU screen, and check the log list section for messages such as the Error # NNN. Please note the following common error messages:#676 Line is busy. (There is a problem connecting with BJ LINC because of overloaded circuits.)
#678 There is no answer. (There is a problem with BJ LINC, or the wrong access phone number has been entered.)
#680 There is no dial tone. (Your phone line is disconnected or needs repair.)Make sure that the line is not being used by another phone or fax machine. The line is to be dedicated to the use of the BJ LINC CCU. Top
Connection but the teacher cannot hear the student.
Solution:
Check for a bad handset on the IRU by blowing in the mouthpiece and listening in the earpiece for the sound. If you do not hear the sound, call BJ LINC to have the IRU replaced.
Check for students not answering the teacher or talking so quietly that the teacher cannot hear them.
If the student is cut off, check for a blank IRU.
Attempt to speak to the teacher with the BJ LINC phone while the student is connected.
Check that the student has not disconnected by pressing the Hands Down button.
Totally shut down the CCU, and turn it back on. Top
IRU rings on the air.
Solution:
Check to see whether the handset was off hook when the teacher called on the student. (The student may think that a handset that is off the IRU prevents the teacher from calling on him; however, it does not.)
Check for a bad off-hook switch on the IRU. To check this, click on the triangle button on the CCU, and observe the messages in the log list box as the handset is picked up or put down. If you do not see the message change each time it is picked up or put down, call BJ LINC to have the IRU replaced. Top
IRU not loading.
Solution:
If the IRU does not load, disconnect it, and let it try again. An IRU that is blank or has not loaded up properly can cause other problems and should be removed and replaced right away. An IRU that is not loaded up properly can cut off the student's connection to the teacher. There is no reason for a student to touch the IRU until he sees a message asking him to press the login key. Top
Not able to hear students speaking.
Solution:
This can happen if you are using an RCA cable to connect the receiver to a mono VCR.
Option 1: Replace the RCA cable with COAX.
Option 2: Buy an RCA adapter to change the stereo cable into mono for your VCR.
Option 3: Plug in the R (red) connection to the VCR (usually white on VCRs). Top
VCR did record at the time I programmed, but it did not record anything on BJ LINC.
Solution:
This most likely means that you programmed your VCR to record on the wrong channel. This can be confusing and is different depending on how your receiver is connected to the VCR.
Connected with COAX cable – Your VCR will receive BJ LINC on channel 3 or 4 (whichever you have selected on the back of the receiver). Program your VCR to record any BJ LINC program on the channel (3 or 4) selected.
Connected with RCA cable – Your VCR will receive BJ LINC on an auxiliary line (i.e., Line 1, Line 2, A/V IN, or AUX). Program your VCR to record any BJ LINC program on this line. Top
Time is off.
Solution:
If it is off by a few minutes, unplug the receiver, wait two minutes, and plug in the receiver.
If it is off by several hours, your time zone may be off. Top
EPG (Electronic Program Guide) is empty.
Solution:
Unplug receiver from power outlet. Wait two minutes and plug in receiver.
In case of any discrepancy between the EPG and your printed Program Guide, always follow the printed guide. Top
Remote Control not working.
Solution:
Check the batteries. Replace if necessary.
Do not hold down buttons. Press and release quickly.
Make sure a strong light is not shining on the front of the receiver. Top
Error messages related to the Smart Card (E04, E05, E16, E19, E30).
Solution:
E04 or E05 – This message appears when the card reader is not reading the card. To correct, remove and reinsert the Smart Card.
E16 or E19 – This message may appear for up to two hours after you first lock on to the signal or if the receiver has been unplugged or disconnected from the signal for a while. Wait up to two hours to see a picture.
E30 – This message appears when the Smart Card is not making good contact with the card reader or if the receiver has been unplugged or disconnected from the signal. To correct, remove and reinsert the Smart Card. You might need to wait up to two hours to see a picture. Top
