Esg 20180411 Latest Software Upgrade Guidelines_dtv
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Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Purpose : To inform and update all MSCs, VOC & Call Center agents about latest software versions
for DTV models (for performance enhancement) as on 11 Apr’18. To reiterate the service partner to check & upgrade the latest TV software while visiting customer for any type of service call (like repair / Demo / Installation )
Guidelines : MSC’s should download the below listed latest software versions of DTV models [FH, J , K & M Series] and provide the same to engineers in a single USB.
Engineer to check and upgrade the TV software while visiting customer for any type of service call (like repair / Demo / Installation ) Engineer to mention the latest software on the Job Sheet / CSR card Back end officer to enter the software version mentioned by engineer against that call in “New software” field in GSPN while call closure.
Summary of Latest software versions engineer to carry in a single USB: #
software Version As on 19th Mar’18
Latest S/W Version As on 11th Apr’18
Series
Model Series
Status
1
T-KTMUABC-1202.0
T-KTMUABC-1202.0
M
MU6100; MU6470; MU7000; MU7500; QLED; FRAME TV
No Change
2 3
T-KTSUABC-1160.4 T-N17LCDAAC-1015.0
T-KTSUABC-1160.4 T-N17LCDAAC-1015.0
M M
M5570; M6300; M4300 M4100; M4200; M5100
No Change No Change
4
T-XL1PKMASM-1016.0
T-XL1PKMASM-1016.0
K, M
K4000; K5100; M4010; M5000
No Change
5 6
T-HKMFKUABC-1208.2 T-JZL6UABC-1208.2
T-HKMFKUABC-1208.2 T-JZL6UABC-1208.2
K K
K4300; K5300; K5570; K6300 KU6000; KU6300
No Change No Change
7
T-JZMUABC-1208.2
T-JZMUABC-1208.2
K
KU6470; KU6570; KS7000; KS7500; KS9000
No Change
8
T-MXL0JMASC-1032.0
T-MXL0JMASC-1032.0
J,K,M
J4100; J4003; J5100; K4100; K5000; M4000
No Change
9 10 11 12 13
Ver2.21 T-HKMFUABC-1510.3 T-HKMUABC-1510.3 T-N14MJUABC-1044.3 T-MXL0MASC-1043.0
Ver2.21 T-HKMFUABC-1510.3 T-HKMUABC-1510.3 T-N14MJUABC-1062.0 T-MXL0MASC-1043.0
K J J J FH
K5002 J5570; J6300 JU6470; JU6670; JU7500 J4300; J5300 FH4003
No Change No Change No Change Changed No Change
Page 1 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Download the software version from GSPN: Method 1 : 1. Go to “KNOWLEDGE“ tab in the GSPN 2. Enter the software version as mentioned in slide 1 in Search Bar just under KNOWLEDGE Tab & Search
3. New Window will appear which will show the software version link, click on it 4. software version exe link will display, right click on it to download the software
Method 2 : 1. Go to “Knowledge “ tab in the GSPN 2. Enter the model name as mentioned in Search Bar just under HOME tab & Search
3. Model details including software will appear in right side of page Page 2 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Download the software version from GSPN:
4. Click on the number showing under “software” Tab 5. software version information will appear in new line under it 6. Click on software version, new window will open showing the software version “exe” file to download 7. Right click on it to download the software
1. Save the “exe” file and run it and then copy the folder after that in USB 2. Pls ensure the name of folder must be the name of software version as mentioned in slide 1 Page 3 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Upgrade the software version in TV thru USB:
1. Insert the USB drive containing the software’s as below (on home page of USB) in to USB port of TV
2. “MERGE.bin” is the software for UA43K5002 model with version “V2.21”. It should not be kept in any folder 3. Ensure the name of folder must be the name of software version as per above picture 4. Turn On the TV and wait till picture comes 5. Press the “Menu” Key in Remote, go to “Support” and then “Software Update” option
Page 4 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
6. Then go to “Update Now”, message for searching the update files will display. Press Yes.
7. Press Yes, then TV will start upgrading. 9. After successful software upgrade, TV will turn off and then back ON by itself. software Version change (Model wise) - Released in Mar’18:
Engineer must replace below old software versions in his USB disk with Latest versions. S.No
Model No.
Size
Series
software Version
Latest software Version
1 2 3 4 5 6 7 8
UA32J4300ARLXL UA32J4300ARMXL UA32J5300ARLXL UA40J5300ARLXL UA40J5300ARMXL UA48J5300ARLXL UA55J5300ARLXL UA55J5300ARMXL
32 32 32 40 40 48 55 55
J J J J J J J J
T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3
T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0
Page 5 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Distribution List : CS Portal Job Role
Applicable
Applicable
HO001~HO - SWA CS Team
BO002 ~ BO – Branch service(SAARC)
HO002~HO - Service operation group
CC01 ~ CCC – Manager
HO003~HO - Technical support group
CC002 ~ CCC – Others
HO004~HO - Parts operation group
CC03 ~ CCC - TA(AV)
HO005~HO - CS academy group
CC04 ~ CCC - TA(HA)
HO006~HO - Customer experience group
CC05 ~ CCC - TA(IT)
HO007~HO - Strategic planning group
CC06 ~ CCC - TA(HHP)
HO008~HO - Biz Process innovation group
CC07 ~ CCC - TA(HME)
HO009~HO - Channel support group
HO010~HO - SVC administration group BO001 ~ BO – Branch service(India)
CC08 ~ CCC - TA(B2B)
CC09 ~ CCC - Dealer Hotline
CC010 ~ CCC - Happy Call
Distribution List : G-SPN Job Role
Applicable
Job Role
Applicable
P101 ~ Partner(HHP) - Center Manager
P116 ~ Partner - Engineer(HME)
P102 ~ Partner(HHP) - Administration
P117 ~ Partner - Engineer(Demo)
P103 ~ Partner(HHP) - Parts Controller
P118 ~ Partner - Engineer(Installation)
P104 ~ Partner(HHP) - SVC Tracking
P201 ~ Partner(RB) - Center Manager
P105 ~ Partner(HHP) - Engineer Supervisor
P202 ~ Partner(RB) - Administration
P106 ~ Partner(HHP) - Engineer
P203 ~ Partner(RB) - Parts Controller
P107 ~ Partner - Center Manager
P204 ~ Partner(RB) - SVC Tracking
P108 ~ Partner – Administration
P205 ~ Partner(RB) - Engineer Supervisor
P109 ~ Partner - Parts Controller
P206 ~ Partner(RB) - Engineer
P110 ~ Partner - SVC Tracking
P301 ~ Partner(L4) - Center Manager
P111 ~ Partner - Engineer Supervisor
P302 ~ Partner(L4) - Administration
P112 ~ Partner - Engineer(AV)
P303 ~ Partner(L4) - Parts Controller
P113 ~ Partner - Engineer(HA)
P304 ~ Partner(L4) - SVC Tracking
P114 ~ Partner - Engineer(IT)
P305 ~ Partner(L4) - Engineer Supervisor
P115 ~ Partner - Engineer(HHP)
P306 ~ Partner(L4) - Engineer
Page 6 of 6
Service Excellence Beyond Imagination
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Purpose : To inform and update all MSCs, VOC & Call Center agents about latest software versions
for DTV models (for performance enhancement) as on 11 Apr’18. To reiterate the service partner to check & upgrade the latest TV software while visiting customer for any type of service call (like repair / Demo / Installation )
Guidelines : MSC’s should download the below listed latest software versions of DTV models [FH, J , K & M Series] and provide the same to engineers in a single USB.
Engineer to check and upgrade the TV software while visiting customer for any type of service call (like repair / Demo / Installation ) Engineer to mention the latest software on the Job Sheet / CSR card Back end officer to enter the software version mentioned by engineer against that call in “New software” field in GSPN while call closure.
Summary of Latest software versions engineer to carry in a single USB: #
software Version As on 19th Mar’18
Latest S/W Version As on 11th Apr’18
Series
Model Series
Status
1
T-KTMUABC-1202.0
T-KTMUABC-1202.0
M
MU6100; MU6470; MU7000; MU7500; QLED; FRAME TV
No Change
2 3
T-KTSUABC-1160.4 T-N17LCDAAC-1015.0
T-KTSUABC-1160.4 T-N17LCDAAC-1015.0
M M
M5570; M6300; M4300 M4100; M4200; M5100
No Change No Change
4
T-XL1PKMASM-1016.0
T-XL1PKMASM-1016.0
K, M
K4000; K5100; M4010; M5000
No Change
5 6
T-HKMFKUABC-1208.2 T-JZL6UABC-1208.2
T-HKMFKUABC-1208.2 T-JZL6UABC-1208.2
K K
K4300; K5300; K5570; K6300 KU6000; KU6300
No Change No Change
7
T-JZMUABC-1208.2
T-JZMUABC-1208.2
K
KU6470; KU6570; KS7000; KS7500; KS9000
No Change
8
T-MXL0JMASC-1032.0
T-MXL0JMASC-1032.0
J,K,M
J4100; J4003; J5100; K4100; K5000; M4000
No Change
9 10 11 12 13
Ver2.21 T-HKMFUABC-1510.3 T-HKMUABC-1510.3 T-N14MJUABC-1044.3 T-MXL0MASC-1043.0
Ver2.21 T-HKMFUABC-1510.3 T-HKMUABC-1510.3 T-N14MJUABC-1062.0 T-MXL0MASC-1043.0
K J J J FH
K5002 J5570; J6300 JU6470; JU6670; JU7500 J4300; J5300 FH4003
No Change No Change No Change Changed No Change
Page 1 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Download the software version from GSPN: Method 1 : 1. Go to “KNOWLEDGE“ tab in the GSPN 2. Enter the software version as mentioned in slide 1 in Search Bar just under KNOWLEDGE Tab & Search
3. New Window will appear which will show the software version link, click on it 4. software version exe link will display, right click on it to download the software
Method 2 : 1. Go to “Knowledge “ tab in the GSPN 2. Enter the model name as mentioned in Search Bar just under HOME tab & Search
3. Model details including software will appear in right side of page Page 2 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Download the software version from GSPN:
4. Click on the number showing under “software” Tab 5. software version information will appear in new line under it 6. Click on software version, new window will open showing the software version “exe” file to download 7. Right click on it to download the software
1. Save the “exe” file and run it and then copy the folder after that in USB 2. Pls ensure the name of folder must be the name of software version as mentioned in slide 1 Page 3 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
Steps to Upgrade the software version in TV thru USB:
1. Insert the USB drive containing the software’s as below (on home page of USB) in to USB port of TV
2. “MERGE.bin” is the software for UA43K5002 model with version “V2.21”. It should not be kept in any folder 3. Ensure the name of folder must be the name of software version as per above picture 4. Turn On the TV and wait till picture comes 5. Press the “Menu” Key in Remote, go to “Support” and then “Software Update” option
Page 4 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Title
ESG 20180411 Latest Software’s upgrade Guidelines– Apr’18
ESG Date
Apr 11, 2018
Requester
Tech Support
ESG Type
Quick Technical Information
Product /Model
DTV [FH, J, K & M Series Models]
6. Then go to “Update Now”, message for searching the update files will display. Press Yes.
7. Press Yes, then TV will start upgrading. 9. After successful software upgrade, TV will turn off and then back ON by itself. software Version change (Model wise) - Released in Mar’18:
Engineer must replace below old software versions in his USB disk with Latest versions. S.No
Model No.
Size
Series
software Version
Latest software Version
1 2 3 4 5 6 7 8
UA32J4300ARLXL UA32J4300ARMXL UA32J5300ARLXL UA40J5300ARLXL UA40J5300ARMXL UA48J5300ARLXL UA55J5300ARLXL UA55J5300ARMXL
32 32 32 40 40 48 55 55
J J J J J J J J
T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3 T-N14MJUABC-1044.3
T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0 T-N14MJUABC-1062.0
Page 5 of 6
Service Excellence Beyond Imagination
Excellent Service Guide
SWA CS TEAM
Distribution List : CS Portal Job Role
Applicable
Applicable
HO001~HO - SWA CS Team
BO002 ~ BO – Branch service(SAARC)
HO002~HO - Service operation group
CC01 ~ CCC – Manager
HO003~HO - Technical support group
CC002 ~ CCC – Others
HO004~HO - Parts operation group
CC03 ~ CCC - TA(AV)
HO005~HO - CS academy group
CC04 ~ CCC - TA(HA)
HO006~HO - Customer experience group
CC05 ~ CCC - TA(IT)
HO007~HO - Strategic planning group
CC06 ~ CCC - TA(HHP)
HO008~HO - Biz Process innovation group
CC07 ~ CCC - TA(HME)
HO009~HO - Channel support group
HO010~HO - SVC administration group BO001 ~ BO – Branch service(India)
CC08 ~ CCC - TA(B2B)
CC09 ~ CCC - Dealer Hotline
CC010 ~ CCC - Happy Call
Distribution List : G-SPN Job Role
Applicable
Job Role
Applicable
P101 ~ Partner(HHP) - Center Manager
P116 ~ Partner - Engineer(HME)
P102 ~ Partner(HHP) - Administration
P117 ~ Partner - Engineer(Demo)
P103 ~ Partner(HHP) - Parts Controller
P118 ~ Partner - Engineer(Installation)
P104 ~ Partner(HHP) - SVC Tracking
P201 ~ Partner(RB) - Center Manager
P105 ~ Partner(HHP) - Engineer Supervisor
P202 ~ Partner(RB) - Administration
P106 ~ Partner(HHP) - Engineer
P203 ~ Partner(RB) - Parts Controller
P107 ~ Partner - Center Manager
P204 ~ Partner(RB) - SVC Tracking
P108 ~ Partner – Administration
P205 ~ Partner(RB) - Engineer Supervisor
P109 ~ Partner - Parts Controller
P206 ~ Partner(RB) - Engineer
P110 ~ Partner - SVC Tracking
P301 ~ Partner(L4) - Center Manager
P111 ~ Partner - Engineer Supervisor
P302 ~ Partner(L4) - Administration
P112 ~ Partner - Engineer(AV)
P303 ~ Partner(L4) - Parts Controller
P113 ~ Partner - Engineer(HA)
P304 ~ Partner(L4) - SVC Tracking
P114 ~ Partner - Engineer(IT)
P305 ~ Partner(L4) - Engineer Supervisor
P115 ~ Partner - Engineer(HHP)
P306 ~ Partner(L4) - Engineer
Page 6 of 6
Service Excellence Beyond Imagination
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