Troubleshooting

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Before sending the unit to your authorized dealer for repair, please check the following points.

The following symptoms are not malfunctions.

You do not need to worry about the following symptoms if there is no abnormality on the screen.

A part of the top or front surface of the unit is hot.

A creaking sound is heard from the unit.

An operating sound is heard from the inside of the unit.

Color smear occurs on some screens.

This unit is a digital device. This unit may become unable to operate normally due to external static or noise.
Perform the following operations when such malfunctions occur.

If the unit is in the Standby mode, pull out the power plug, followed by inserting it again

Press the

[STANDBY/ON] button on the main unit to turn on the power again

When “High Altitude Mode” is set to “On”, and “Lamp Power” is set to “High” during 3D mode, the fan will make louder noise than usual since it is designed to run at high speed in 3D mode.

Power is not supplied

Check	Action	Refer to
Is the power cord disconnected?	Insert the power cord (plug) firmly.	LINK
Is the lamp cover properly shut?	If the unit is in the Standby mode, remove the power plug and close the lamp cover properly. After that, insert the plug again.	LINK
Is the lamp in the Cool-down mode?	After exiting the Cool-down mode, turn on the power again.	LINK

Power shuts down automatically

Check	Action	Refer to
Has “ECO Mode” been configured?	Set “ECO Mode” to “Off”.	LINK
Has “Off Timer” been configured?	Set “Off Timer” to “Off”.	LINK
Are the air inlets and exhaust vent blocked?	Leave proper clearance when installing the unit.	LINK, LINK LINK
Is the filter dirty?	Clean the filter.	LINK

Video image does not appear

Check	Action	Refer to
Is the correct external input selected?	Select the correct external input terminal.	LINK
Is the power of the AV device turned on?	Turn on the power of the AV device and play the video.	LINK
Is the AV device properly connected?	Connect the AV device properly.	LINK
Are the correct signals being output from the AV device?	Set the AV device properly.	LINK
Is the cable in use an HDMI-certified cable?	Use an HDMI-certified high-speed cable. Also, use as short a cable as possible.	LINK
Is an intermediate device (AV amplifier, divider, etc.) in use?	Change the sequence of turning on the source device, intermediate device and the projector. And after turning on each device, ensure that the signal output is stable before turning on the next device.	LINK
Is an old source device in use?	Change the resolution setting of the source device. For details on how to change the setting, please refer to the instruction manual of the source device. Or, try connecting to the HDMI2 terminal and set “HDMI2 EDID” to “B”.	LINK

3D images do not appear

Check	Action	Refer to
Do you see two images displayed side by side?	Set “3D Format” to “Side by Side” Video images in the “Side by Side” format may not be recognized automatically in the case of 3D video images.	LINK
Is an intermediate device (AV amplifier, divider, etc.) in use?	Connect the source device to the projector directly, and check whether there is any improvement in the condition. If the condition improves, it is likely that this is not caused by malfunction of the projector.	LINK
Is the cable in use an HDMI-certified cable?	Use an HDMI-certified high-speed cable. Also, use as short a cable as possible.	LINK
Is the power of the 3D GLASSES turned on?	If you are using the PK-AG2 or PK-AG33D GLASSES, turn on the power manually.	Check the instruction manual of the 3D GLASSES and 3D SYNCHRO EMITTER.
Are the 3D GLASSES charged?	Check whether the PK-AG1 battery of the 3D GLASSES has run out, and whether PK-AG2 and PK-AG3 are charged.
Are the 3D GLASSES and 3D SYNCHRO EMITTER too far away from each other?	Position them at an appropriate distance.
Is the 3D GLASSES and 3D SYNCHRO EMITTER combination correct?	Check the model name of 3D GLASSES and 3D SYNCHRO EMITTER, and use the correct combination.	LINK

3D video image looks unnatural

Check	Action	Refer to
Are there overlapping video images?	If there are overlapping video images partially, this is due to the crosstalk phenomenon. In this case, adjust “Crosstalk Cancel” accordingly.	LINK
Are there overlapping video images?	If there are overlapping video images partially, this is due to the crosstalk phenomenon. This phenomenon often occurs when there are drastic changes in the brightness. In this case, set Lamp Power to “High”	LINK

Video image looks unnatural

Colors are unnatural

Check	Action	Refer to
Is the color space of the input signal correctly set?	The color may turn out unnatural when the input signal is different from that in the projector setting. Set the “Color Space” for “Input Signal” correctly.	LINK
Is the image correctly adjusted?	Adjust “Color” and “Tint” accordingly.	LINK
Is the AV device properly connected?	Connect the AV device properly.	LINK

The video image may appear slightly reddish immediately after starting up. This is not a malfunction.

Video image is fuzzy

Check	Action	Refer to
Is the focus correctly adjusted?	Adjust the focus.	LINK
Is the unit placed too near or too far away from the screen?	Set the unit at a correct distance from the screen.	LINK

Video image flickers

Check	Action	Refer to
Do you see horizontally-extended, overlapping video images?	In this case, set “3D Format” to “Auto”	LINK
Are you viewing the video images under a fluorescent light?	This is caused by interference between the 3D glasses with the flickers of the fluorescent light. View with the fluorescent light turned off.
Is “Lens Aperture” set to “Auto 1” or “Auto 2”?	Set “Lens Aperture” to “Manual”	LINK

Flickers may sometimes occur upon starting up the projector unit, or immediately after the projector is changed from floor-standing to ceiling mounted. This is attributable to the lamp or drive mechanism, and is likely not caused by malfunction of the projector.

Projected image is dark

Check	Action	Refer to
Is the lamp near exhaustion?	Check the lamp time in the “Information” menu. Prepare a new lamp unit or replace as soon as possible when the lamp is near exhaustion.	LINK LINK
Is the aperture closed?	Set “Lens Aperture” to “Auto 1” or “Auto 2”, or set to “Manual” and open up the aperture manually.	LINK
Is “Lamp Power” set to “Low”?	Set “Lamp Power” to “High”	LINK

Video image appears horizontally (vertically) extended

Check	Action	Refer to
Is “3D Format” set to “Side by Side”?	Set “3D Format” to “Auto”	LINK
Is “Anamorphic” set to a setting other than “Off”?	Set “Anamorphic” to “Off”	LINK

Striped patterns appear on the screen

Check	Action	Refer to
Does the fabric of the screen have a regular pattern?	Interference fringes may sometimes occur between the fabric pattern and the pixels. Please consult the authorized dealer.

Video images are missing

Check	Action	Refer to
Has screen mask been configured?	Set “Mask” to “Off”.	LINK
Is the display position misaligned?	Alter the “Picture Position” value so that the entire image appears on the screen.	LINK

Remote control does not work

Check	Action	Refer to
Are the batteries correctly loaded?	Match the polarities ( ) correctly when loading the batteries.	LINK
Are the batteries exhausted?	Replace with new batteries.	LINK
Is there an obstructing object between the remote control and remote sensor?	Remove any obstructing object.	LINK
Is the remote control held too far away from the unit?	Hold the remote control closer to the sensor during use.	LINK
Are the IR (infrared) 3D GLASSES and 3D SYNCHRO EMITTER in use?	As there is a possibility of signal interference, when you are using the IR (infrared) 3D GLASSES together with the 3D SYNCHRO EMITTER, try adjusting the orientation of the 3D SYNCHRO EMITTER.	LINK

The lens cover does not close

Check	Action	Refer to
Is “Lens Cover” set to “Open”?	Set “Lens Cover” under “Lens Control” in the setting menu to “Auto”.	LINK

Noise is heard

Check	Action	Refer to
Is the exhaust vent blocked? Is the unit used near a heater or air-conditioner?	Check the installation condition of the projector. When the surrounding temperature of the projector is high, the fan revolution speed increases to protect the projector unit, hence a louder operating sound.	LINK
Are you viewing 3D video images?	“Lamp Power” is set automatically to “High” to ease viewing of 3D video images, hence a louder fan operating sound. If you are bothered by the sound, set it to “Low”.	LINK
Is the “Picture Mode” or “Color Profile” changed? only	Operating sound is generated by the cinema filter. This is not a malfunction.
Did you change the “4K e-shift” setting for “MPC Level”?	Switching sound is generated. This is not a malfunction.

There are small black or colored dots on the screen

The D-ILA device is manufactured using high-precision technologies, but there may be some (less than 0.01%) missing pixels or pixels that remain permanently lit. This is not a malfunction.