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Technical Support

Library of Common Problems and Solutions

See below to find the issue that best matches what you are experiencing with your unit, and click on it to reveal the most likely solution(s).

Please note that the library below is not exhaustive, and if your issue is not listed or still has not been resolved, the best solution is to contact us or request an RMA here.

Discolouration on Screen (Projector)
  • ⚠ PROBLEM: The projector is not displaying the right colours / the colours on the screen appear to be off.

  • Case #1)
    • ☑ SOLUTION: Depending on the projector type, your unit may need to be re-calibrated. Please have your unit sent in for evaluation. Request an RMA here.
  • Case #2)
    • ☑ SOLUTION: The unit may be grossly contaminated (for LCD-based projectors). This happens over a long period of time where dust is allowed to accumulate on the LCD panels inside the optical engine of your projector. Please have your unit sent in for cleaning evaluation. Request an RMA here.
  • Case #3)
    • ☑ SOLUTION: Defective optical engine. This is likely an uneconomical repair, but not in all cases. Request an RMA here.
Dots on Screen (Monitor)
  • ⚠ PROBLEM: One or multiple dead pixels appear on screen (typically black in colour).
  • ☑ SOLUTION: To repair this issue, the LCD screen will have to be replaced. This is most likely an uneconomical repair, with the exception of commercial-grade units. Please have your unit sent in for evaluation. Request an RMA here.
Dots on Screen (Projector)
  • ⚠ PROBLEM: One or multiple dead pixels appear on screen (could be either black or white pixels).
  • ☑ SOLUTION: The DMD chip / board in your unit is most likely defective, and requires replacement. Please have your unit sent in for evaluation. Request an RMA here.
Flashing Lights (Projector)
  • ⚠ PROBLEM: Your unit is not working, and one or multiple LED indicator lights on the cover is/are flashing intermittently.
  • ☑ SOLUTION: First, identify which LED(s) is/are flashing and how many times. Second, check the user manual to see if the manufacturer provides information that will help decode the LCD flashing pattern and indicate what the problem is. If the problem is not a simple one to rectify (e.g. replacement of filter or lamp, etc.), please contact us to help you further.
Inoperative Input(s) (Monitor, Projector)
  • ⚠ PROBLEM: One of the inputs (e.g. VGA, DVI, HDMI, etc.) on your projector doesn't appear to be working.
  • ☑ SOLUTION: First, check to make that the problem isn't with your output source (e.g. TV, receiver, computer, etc.) - try connecting the projector to a different output device. If the problem is not with the output device, next, determine if the problem is the video cable - try replacing the video cable. If the problem still exists, please have your unit sent in for evaluation. Request an RMA here.
Loud / Erratic Noise (Projector)
  • ⚠ PROBLEM: Your projector is emitting an abnormal loud and/or erratic noise.

  • Case #1)
    • ☑ SOLUTION: Noisy fan(s) that need(s) to be replaced. Please have your unit sent in for evaluation. Request an RMA here.

  • Case #2)
    • ☑ SOLUTION: Defective colour wheel that needs to be replaced. Please have your unit sent in for evaluation. Request an RMA here.

  • Case #3)
    • ☑ SOLUTION: Defective actuator that needs to be replaced. Please have your unit sent in for evaluation. Request an RMA here.

  • Case #4)
    • ☑ SOLUTION: Noisy power supply, requiring repair or replacement. Please have your unit sent in for evaluation. Request an RMA here.

  • Case #5)
    • ☑ SOLUTION: If you hear a popping noise and your projector doesn't power up, the lamp may have exploded within the unit. We advise you to only go so far as to confirm this is the case. If the lamp has indeed exploded, DO NOT open up the unit and attempt to clean out the broken glass on your own. Please send in your projector for evaluation. Request an RMA here.
No Power (Monitor, Projector)
  • ⚠ PROBLEM: Your unit is not powering up. Moreover, no LED indicator lights light up.
  • ☑ SOLUTION: First, try a different AC power cable. If the problem persists, then your unit may have a defective power supply that requires repair or replacement. Please send your unit in for evaluation. Request an RMA here.
Lamp Does Not Ignite (Projector)
  • ⚠ PROBLEM: Your projector powers on, but the lamp is not igniting / no image is projecting onto the screen. Typically, your projector will then power down, return to standby mode, and the lamp LED will be flashing.
  • ☑ SOLUTION: If you have a spare lamp (we advise that you only use authentic OEM lamps!), replace the lamp, and if your projector now projects an image onto the screen, reset the lamp hours. However, if this does not fix the problem, please send your projector to us for evaluation. Request an RMA here.
Poor Image Quality / Low Brightness (Projector)
  • ⚠ PROBLEM: Your unit may need a new lamp.

  • Case #1)
    • ☑ SOLUTION: If you have a spare lamp (we advise that you only use authentic OEM lamps!), replace the lamp, and if your projector now projects an image onto the screen, reset the lamp hours. If you need to buy a new lamp, please contact us.
  • Case #2)
    • ☑ SOLUTION: Your unit may be grossly contaminated. This happens over a long period of time where dust accumulates inside the projector. Please have your unit sent in for cleaning evaluation. Request an RMA here.
Power Outage / Lightning Strike (Projector)
  • ⚠ PROBLEM: Following a power outage / lightning strike, your projector no longer powers on - typically in this situation, none of the LED incicator lights light up.
  • ☑ SOLUTION: Please send your projector to us for evaluation. Request an RMA here. Additionally, we advise that you buy a surge protector to protect your projector (and any other electronic devices connected to the same circuit) from any unforeseen power outage / lightning strike in the future.