FAQ

Q1: My TV turns on and has audio, but the screen is completely black. How do I fix this?

A: This is often caused by a failed LED backlight strip or a backlight power circuit issue.

Troubleshooting Steps:

1. The Flashlight Test: Turn on your TV in a dark room and play audio. Point a bright flashlight directly at the screen from a few inches away.
• If you can faintly see an image or menu text: Your TV screen is receiving a signal, but the backlight has failed. The LED strips will need to be serviced or replaced.
• If the screen remains completely pitch black: The issue may be with the mainboard, T-Con board, or video processing unit.

 

Q2: Why is my TV completely unresponsive or showing a blinking indicator light?

A: A red/blinking light or total loss of power usually points to a protective circuit shutdown, a temporary voltage surge glitch, or internal power board or mainboard wear.

 

Q3: My TV is stuck on the logo screen (Bootloop) or navigating the menus is very laggy. What should I do?

A: System freezes, logo bootloops, and interface sluggishness occur when system memory is full or background updates are interrupted. Do firmware flashing via USB.

 

Q4: Why does my Wi-Fi keep disconnecting or failing to find local networks?

A: Network instability can occur due to router signal drops, system time mismatches, or temporary module glitches.

Troubleshooting Steps:

1. Check Date & Time: Go to Settings > System > Date & Time and ensure Automatic Date & Time is set to "Use network-provided time." (Incorrect time settings will block Wi-Fi authentication).
2. Forget and Reconnect: Go to Settings > Network & Internet, select your network, choose Forget Network, and re-enter your password.
3. Reboot Router & TV: Unplug both your home Wi-Fi router and the TV for 60 seconds.

 

Q5: I connected my PS5 console, but the screen says "No Signal." Is the HDMI port broken?

A: This can be caused by handshaking issues between devices, loose physical ports, or incorrect display settings.

Troubleshooting Steps:

1. Switch to a different HDMI port on the back/side of your TV.
2. Replace your current HDMI cable with a high-speed HDMI 2.0 or 2.1 cable.
3. Ensure the output resolution on your connected device matches a supported resolution on the TV (e.g., 1080p or 4K).

 

Q6: My TV has "No Power" (no light on the standby indicator at all). What should I do?

A: Check that the outlet has power and the power cord is seated tightly into the TV.

Troubleshooting Steps & Warranty Information:

1.    Power Check: Unplug the TV and test the wall outlet with another appliance (like a lamp or phone charger).

 

Q7: Why is my TV indicator light stuck on "Green Only" or "Red Only" and won't turn on?

A: If the status light stays frozen and refuses to boot the display, the mainboard needs to be reflashed or replaced. This hardware defect is covered by warranty.

 

Q8: My TV keeps power cycling (turning on to the logo screen and turning off). Is this covered?

A: Continuous restart loops (bootloops) occur due to corrupted system firmware, memory storage failures, or unstable power supply board delivery. Warranty Coverage: Yes. Persistent bootloop issues caused by software crashes or mainboard hardware failures are covered under standard factory warranty terms.

 

Q9: What does it mean if the standby light blinks continuously in a repeating pattern?

A: A blinking standby light is an internal diagnostic code indicating a hardware fault, such as an over-voltage protection trigger, backlight short circuit, or panel handshake error. Warranty Coverage: Internal system code errors signify a hardware component failure and are fully eligible for authorized technician repair under warranty.

 

Q10: My TV screen turns solid White, Green, Red, or Blue (Color Screen Fault). Is it covered?

A: A screen locked to a single solid color indicates a loss of video data communication between the main motherboard and the T-Con board. Warranty Coverage: Yes. If the solid color persists on native TV menus, it indicates a faulty LVDS ribbon cable, T-Con chip, or mainboard processor. This manufacturing defect is fully covered.

 

Q11: Why are there double images or flickering horizontal lines jumping up and down?

A: Image ghosting, doubling, or screen jittering is caused by timing synchronization failures within the display panel or T-Con timing controller. Warranty Coverage: Provided service technicians find no evidence of moisture, liquid cleaner ingress around the bottom bezel, or panel impacts, this synchronization failure is covered under warranty.

 

Q12: Half of my TV screen is dark while the other half is working fine. What causes this?

A: Modern LED TVs utilize multiple backlight channels. When half the screen goes dark, one of the LED driver arrays or backlight strip channels has failed.Warranty Coverage: Partial backlight array failure is an internal component defect and is 100% covered within the active warranty period.

Q13: What causes purple, green, or distorted colors across the display?

A: Distorted color palettes or "rainbow" gradients stem from corrupted video processing, degraded HDMI connections, or loose ribbon connectors. Warranty Coverage: If color distortion remains present across native built-in apps and system menus, the mainboard video processing circuit is defective and covered by warranty.

 

Q14: What conditions automatically VOID the screen line or display warranty?

A: Your warranty claim will be rejected if authorized technicians find any of the following physical or environmental conditions upon inspection:

·        Physical Impact: Internal panel fractures, spiderweb cracks, dented bezels, or point-impact marks on the glass.

·        Liquid Contamination: Corrosion, water marks, or liquid-cleaner ingress along the lower COF (Chip-on-Film) board edge.

·        Unauthorized Servicing: Broken warranty seals, opened back covers, or non-authorized technician modifications.

·        Environmental & Pest Damage: Internal short-circuiting caused by insects (e.g., ants or cockroaches) or severe external lightning strikes.

 

Q15: What documents do I need to present when claiming a warranty for screen line or power defects?

A: To successfully claim in-warranty repairs or component replacements, please prepare the following documentation for our service team:

1.    Proof of Purchase: Original sales invoice, official printed receipt, or verified e-commerce purchase order showing the purchase date.

2.    Intact Serial Number: The physical serial number barcode sticker located on the rear cover of the TV must be clean, legible, and untampered.

3.    Warranty Card: The official warranty registration card filled out at the time of purchase (where required by local policy).

 

Q16: Why does my TV display thin horizontal black lines across the entire screen?

A: Thin horizontal lines spanning the entire screen typically indicate a failure in the panel's row driver ICs or a malfunction on the T-Con board. If there are no signs of liquid seepage along the screen edges or external impact, this defect is 100% covered under warranty.

 

Q17: What causes permanent vertical colored lines (red, green, or blue) on my display?

A: Single-pixel vertical colored lines are caused by a de-bonded or damaged Source COF (Chip-on-Film) ribbon cable connecting the driver board directly to the glass panel. Since this is an internal bonding failure, it is eligible for full panel replacement under warranty, provided no liquid corrosion is present.

 

Q18: What is a "bar line" issue, and how does it differ from a standard line defect?

A: A "bar line" refers to a thick, solid block (often several inches wide) of black, white, or static color running across the screen, rather than a single fine line. This is caused by a complete channel failure on the driver IC or a shorted ribbon circuit. If the TV has not suffered physical impact, it is covered by warranty as a factory component defect.

 

Q19: My TV has "No Display with Sound," but the backlight is glowing. What is the cause?

A: If the backlight turns on (the screen glows faintly dark grey) and sound plays, but no menu or picture appears, the issue is a dead T-Con board or a blown mainboard video processing circuit. This internal failure is fully covered under warranty.

 

Q20: Why does my TV turn on, show a green power indicator light, but remain unresponsive with a black screen?

A: A solid green standby light with no display or response usually indicates that the TV's power board successfully booted, but the mainboard failed to initialize the OS or display panel. Because this is a mainboard hardware or firmware defect, it is covered under warranty.

 

Q21: My TV has "No Power" (no standby LED at all). Is this caused by a defect or a power surge?

A: A completely dead LED indicator points to a blown primary fuse or a shorted power supply unit (PSU). Internal PSU component failure from regular use is covered under warranty. However, severe power grid surges, lightning damage, or high-voltage burn marks found on the board may void coverage depending on regional service terms.

 

Q22: Why does a dark vertical bar or patch appear on one side of my screen?

A: A dark vertical bar covering a section of the screen occurs when one individual LED backlight zone or edge-lit strip section fails while the remaining strips continue to operate. This uneven illumination defect is fully covered under warranty.

 

Q23: How can I tell if my screen line issue is caused by physical impact or a factory defect?

A: Factory defects produce perfectly straight, clean vertical or horizontal lines with no surface glass damage. Physical impact creates curved lines radiating outward from a central point, diagonal "spiderweb" fractures, or internal ink-like liquid bleeding under the surface. Physical impact voids the warranty.

 

Q24: Can liquid cleaner cause lines on the screen, and is it covered by warranty?

A: Spraying liquid directly onto the screen can cause droplets to run down under the bottom bezel, corroding the delicate COF driver chips along the lower frame. This liquid ingress causes permanent vertical lines or total panel failure. Liquid damage is classified as user error and is strictly excluded from warranty coverage.

 

Q25: What should I do if vertical lines only appear when using external devices via HDMI?

A: If lines appear only on external inputs (like a cable box, streaming stick, or gaming console) but not on the TV's native settings menu or home screen, the issue is likely a damaged HDMI cable, port, or external device setting. This is not a TV panel hardware defect, so hardware warranty replacement is not required.

 

Q26: Why does my screen flicker with faint horizontal lines when first turned on, then normalize after 10 minutes?

A: Cold-start horizontal line flickering is caused by marginal solder joints or failing capacitors on the T-Con board that require thermal expansion to achieve full electrical contact. Because this indicates an imminent permanent hardware failure, it should be claimed under warranty before the display fails completely.

 

Q27: What is "screen noise" or static horizontal distortion lines, and is it covered?

A: Static-like horizontal noise or rainbow distortion sweeping across the image indicates signal processing failure on the mainboard or a loose internal LVDS cable connection. If a factory picture reset does not fix it, the internal mainboard will be repaired or replaced under warranty.

 

Q28: How long does a warranty repair take for a display line or mainboard issue?

A: Standard warranty service turnaround ranges from 3 to 7 business days for board replacements (such as T-Con, Power, or Mainboard). If a full Open Cell LCD panel replacement is required, it may take 7 to 14 business days depending on panel stock availability at the authorized service center.

 

Q29: Will my warranty be extended after receiving a replacement panel for screen lines?

A: Components or display panels replaced under warranty are typically covered for the remainder of your original TV warranty period, or for a specific spare-part warranty duration (usually 30 to 90 days), whichever is longer, according service policy.

 

Q30: How long does delivery take for replacement parts or repaired TV units?

A: Delivery timelines depend on your location. For orders and logistics within the National Capital Region (NCR), delivery typically takes 3 to 5 business days. For provincial areas outside NCR, delivery takes between 5 to 15 business days depending on local courier schedules, remote area access, and weather conditions.

 

Q31: Are shipping and transit fees for warranty repairs covered by the company?

A: For valid in-warranty claims serviced by our official centers, transport or logistics for authorized field technicians and replacement parts are covered under standard service terms. However, if a unit is sent in for service and found to be out-of-warranty due to physical impact, liquid damage, or user error, shipping and inspection fees will be charged to the customer.

 

Q32: What happens if my TV suffers screen line damage during delivery or transit?

A: If your TV arrives with physical panel cracks or display lines directly caused by shipping transit, it is covered under transit insurance provided it is reported immediately. You must inspect the package upon delivery, note any outer box damage on the courier's receiving slip, and report the issue to our customer support within 24 hours of receipt.

 

Q33: Can I track the shipping status of my replacement parts or repaired unit?

A: Yes. Once your repaired TV unit or replacement component has been dispatched from our service facility, a tracking number and logistics link will be sent to your registered mobile number or email address so you can monitor the shipment in real time.

 

Q34: What should I do if my provincial delivery takes longer than 15 days?

A: If your provincial delivery exceeds the standard 15-day timeframe, please contact our logistics support team with your ticket number or tracking number. Delayed shipments are usually caused by severe weather, peak holiday volume, or courier routing to remote island/coastal provinces, and our team will escalate the package location with the courier.

 

Q35: What is the estimated turnaround time for a TV repair?

A: Repair time depends on the specific component issue and part availability. Standard repairs (such as replacing a power board, mainboard, or T-Con board) generally take 2 to 3 business days once the unit arrives at our authorized service center. If a full panel replacement is required for display line defects, repair time may extend to 7 to 14 business days depending on panel stock availability.

 

Q36: Can a technician perform the repair directly at my home (On-Site Repair)?

A: Yes, home service is available for major screen sizes (typically 32 inches and above) located within NCR and select major provincial cities. Minor repairs like board swaps or firmware re-flashing are usually completed on the same day during the visit. If panel bonding or complex diagnostic equipment is required, the unit may need to be safely transported to the main service center.

 

Q37: Will I be notified when the repair of my TV is completed?

A: Yes. Once your unit successfully passes post-repair quality assurance testing, our service center team will notify you via SMS or email to schedule delivery or arrange for pickup at the service location.

 

Q38: What factors could cause delays in the repair process?

A: Potential repair delays are usually caused by waiting for specialized replacement parts or specific display panel models from the factory, peak service center volume during holidays, or complex intermittent electrical faults that require extended testing cycles.

 

Q39: Is there an expedited or rush repair option available?

A: Expedited service is available for minor hardware repairs and board replacements, provided the required spare parts are already in stock at the local service center. Please inform our customer support representative when filing your Job Order to check if rush service applies to your location.

 

Q40: How much does a replacement Skyworth or Coocaa TV remote cost?

A: An official replacement remote control typically costs between ₱800 and ₱1000, depending on whether it is a basic IR remote or a Bluetooth voice-command remote with hotkeys (e.g., Netflix, YouTube).

 

Q41: How much is a replacement power supply board?

A: Replacement power supply boards generally range from ₱1,500 to ₱ 20,000. Prices vary based on screen size, power rating, and whether the model uses a standalone power board or an integrated 3-in-1 mainboard.

 

Q42: How much does a replacement mainboard cost?

A: A replacement mainboard (motherboard) usually ranges from ₱2,500 to ₱ 30,000. Higher-end models featuring Smart/Google TV features, larger RAM/storage, or 4K video processing sit at the higher end of this range.

Q43: How much is a replacement power cord?

A: A standard 2-pin or 3-pin TV power cord costs approximately ₱ 500 to ₱800, depending on length, cable thickness, and connector type (e.g., figure-8 vs. cloverleaf plug).

 

Q44: How much does a replacement power switch or key button board cost?

A: Physical power switch modules and local key button boards are relatively low-cost components, usually ranging from ₱600 to ₱1000.

 

Q45: How much is the standard service fee for out-of-warranty repairs?

A: Out-of-warranty service fees vary depending on the type of service and TV screen size:

·        Inspection / Diagnostic Fee: ₱ 800 to ₱ 1,000 (often waived if you proceed with the repair).

·        In-Center Labor Fee: ₱2,500 to ₱10,500 depending on screen size (32" vs. 100"+).

·        On-Site / Home Service Fee: ₱2,500 to ₱3,500 depending on location and distance from the nearest authorized service center.

Disclaimer: The prices listed above are for reference purposes only and serve as an estimated baseline. Final repair costs, labor rates, and service fees are assessed and dictated by the authorized attending technician based on the actual condition of the unit, complexity of the repair, and specific site requirements. All prices and service rates are subject to change without prior notice.

 

Q46: Where can I buy genuine replacement parts and accessories for Skyworth and Coocaa TVs?

A: Genuine components and accessories can be purchased through:

1.    Official Service Centers: Contact our customer support team or visit an authorized service center to order original parts matched to your exact TV model and serial number.

2.    Official E-Commerce Stores: Official brand flagship stores on Shopee and Lazada frequently stock remotes, wall mounts, and power cords.

3.    Authorized Parts Distributors: Select accredited electronics repair suppliers stock certified mainboards and power supply units.

Q47: Is a software upgrade or firmware re-flashing free for out-of-warranty units?

A: No. Software upgrades, system re-flashing, or OS recovery for units outside their warranty period are subject to a software service labor fee.

Q48: How are fees calculated for out-of-warranty Home Service visits?

A: For out-of-warranty units, home service calls incur a combined charge that includes:

1.    Home Service / Transportation Fee: Covers the technician's travel distance and logistics to your location.

2.    Diagnostic / Inspection Fee: Covers the initial evaluation of the defect.

3.    Labor & Parts Fees: Charged separately if you proceed with the repair on-site.

Note: The home service transportation fee applies regardless of whether you choose to proceed with the recommended repair after the diagnosis.