UMC (UK) LTD
Contact and Helpline info

 

Frequently asked questions

We have set up this page to assist with most common queries in order to give you immediate support.

If your enquiry is not related to any of the below, please complete the feedback form by following the link at the bottom if this page.

Please note if you complete the feedback form but we believe the answer is already covered below, you may not receive a reply to your enquiry. We aim to respond to any feedback forms the same day we receive them, however, please allow up to 1 working day for a reply.

Click on the link relevant to your enquiry to expand it further. Although they are in no particular order or preference, please take a few minutes to read the section most relevant.

My TV is not storing the channels in the correct positions.
  • If the TV is not storing channels in the correct position, it’s probable that during the initial set up, you did not select ‘UK’.

    In order to correct this, you need to retune the TV using the ‘First Time Installation’ option.

    To correct the above problem or to re-tune your TV:-
    On the Remote Control, press ‘Menu’ followed by the number 8 four times.
    You will be welcomed with the first-time installation screen.
    Please ensure you select UK (or Ireland/ROI if you are using SAORVIEW) otherwise the channels may not store in the correct order/positions.
    On some models, you will see 'LCN' on or off. Ensure it is set to 'On' The TV will now automatically tune in all the channels it can find.

I cannot access the website to register my manufacturers guarantee / warranty.
  • If you are a UK customer, please click here to register your warranty.

  • If you are an ROI customer, please click here to complete a short form and we will register it for you and email you the confirmation certificate within 1 business day.

  • If neither of the above solves your problem, please click here to complete the feedback form.

I want to connect my Sky / Virgin Media box, DVD Player, or another device but my TV model does not include a SCART connection.

    If your device has a HDMI connection.
    The best way to connect your device to the TV is via HDMI as this will give the best picture and sound quality. If your device did not come with a HDMI cable, you can purchase these from any reputable electronics store or supermarket.

    If your device does not have a HDMI connection but has a SCART connection
    You can connect it to the TV’s AV input (Usually Red, White and Yellow connections on the TV – some models have a 3.5mm jack input labelled AV, on these models you should use the adaptor cable that was included with the TV)

    You may need to purchase an additional cable to connect from your device to the TV. The cable you need is commonly known as a SCART to AV cable and can be found by clicking here.

My remote control does not work
  • There are two types of Remote Control in current use, these are IR (Infra-Red) and RF (Radio Frequency). These are not compatible with each other and require different techniques to test if they are working.

    Troubleshooting an IR Remote Control
    One of the best ways to see if your IR Remote Control is working is to use a digital camera that does not have an IR blocker (many Apple products have an IR blocker). This is simply carried out by pointing the top of the Remote Control at the camera lens and viewing it on the display screen of your device. If a flickering light can be seen when a button is pressed on the Remote Control, this means that it is working. If no light can be seen, or it is flickering when no buttons are being pressed then it is likely the remote is faulty or a button on the Remote Control is stuck.

  • Troubleshooting an RF Remote Control:
    An RF remote control cannot be tested to confirm it works; however, it will need to be paired with its television and once paired will only control this set. To pair the Remote Control, follow the instructions contained in your User Guide or Quick Start Guide. If you have misplaced or lost your User Guide, a copy can be found here.

I cannot change my picture and/or sound settings.
  • Picture Settings
    Example of the picture menu pre-sets.

    • Dynamic
    • Standard
    • Mild
    • Personal

    Selecting the "Personal" setting will allow you to adjust the Contrast Brightness and Colour settings. Note that on UHD models, while viewing UHD content, the following cannot be adjusted:

    • Sharpness
    • Aspect Ratio
    • Noise Reduction
    • Active Contrast

    Sound Settings
    Example of the picture menu pre-sets.

    • Standard
    • Music
    • Movie
    • Sports
    • Personal

    Selecting the "Personal" setting will allow you to adjust the Bass and Treble settings.

I want to connect my TV to headphones, external speakers or a surround sound system.
  • Please visit out web support page relating to this topic by clicking here.

I cannot receive all of the channels or the picture or sound quality in Freeview is
not what I would expect.
  • Examples of poor Freeview reception would be intermittent loss of sound and/or picture, pixelating picture, blocky images, loss of channels, etc. In the unlikely event that you may experience issues with the reception of Freeview channels, it may be necessary to purchase a signal booster (only purchase if it is compatible with Freeview or has the Digital Tick logo on it). Before purchasing a new aerial or signal booster, check the Freeview coverage in your area by visiting www.freeview.co.uk to see what channels you should currently be receiving.

    When you change channels, on many models, there will be an indication of signal strength. As a general rule, the signal strength should be better than 90% to ensure good picture and sound quality.

    Depending on the signal strength that the TV is receiving will depend on what course of action is necessary. Most modern TV's with Freeview use a similar type of tuner, therefore, if you have a problem with your current TV and believe exchanging it for another brand or model will solve the problem, unfortunately, it is highly likely that you will get the same results.

    If your signal strength is between 70% - 85%...
    ... but you experience 'blocky' picture and/or a few channels are missing; it may be possible to solve it simply by adding a low-cost signal booster with a gain of about 20 decibels.

    If your signal strength is between 50% - 70%...
    ... but you're missing quite a few channels and/or the picture quality or the sound quality is poor; it may be possible to solve it simply by adding a low-cost signal booster with a gain of about 25 to 40 decibels

    If your signal strength is below 50%...
    ... it is likely you will be missing many channels and/or the picture and sound is very poor; it is likely that either you are not able to receive Freeview channels or your TV Aerial is not equipped to receive Freeview.

    Indoor Aerials:

    We do not recommend the use of indoor aerials for most installations, even the ones that say they are designed for Freeview usually only operate correctly if you are in a very strong Freeview coverage area.

    If this does not solve your problem, please click here to complete the feedback form.

When using the USB Record feature, it does not record the whole programme/event.
  • We have recently released new Firmware to solve this. Please click here to visit the firmware upgrades section.

    If this does not solve your problem, please click here to complete the feedback form.

I wish to use a Sky, Universal/One for All, BT Vision or Virgin Media remote control to operate my TV and need a 'code' to do so.
  • For information relating to Sky Remote Control codes, please click here.

    Note that almost all external media boxes such as Sky, Virgin, TalkTalk, etc. use Infra-Red (IR) Remote Controls, this means that they will only work with IR compatible televisions.

    Some televisions use Radio Frequency (RF) Remote Controls and these are not compatible with these media boxes IR Remote Control systems. It is recommended that the functionality of your Remote Control is confirmed before attempting to code your media box controller.

    Information regarding Universal Remote control codes:

    If the code listed for your model of TV is not be accepted by your universal remote control, please refer back to the manufacturer helpline for your universal remote control. As there are many different makes and models of universal remote controls, it is not possible for us to know which types of code sets they use.

    Information regarding Virgin and BT Vision control codes:

    We do not have codes for either Virgin or BT Vision at the moment. Contact your provider for these;
    Click here for the latest information.

Using a USB Memory Stick or Hard Drive with your USB Record TV.
  • It is possible that your television has a built-in USB Media Player or supports USB Recording from Freeview; this is normally referred to as a PVR function.

    In the case of USB recording, you will need a suitable USB stick or compatible powered Hard Drive to use the feature. Note that the maximum size that the Television can support will be up to 400GB and that this will have to be formatted in the FAT 32 file format. For instructions how to format your USB device, please click here.

    As there are many different brands and speeds available to purchase, we cannot guarantee all brands of USB stick / Hard Drive will be compatible with our TVs. The speed of the USB Stick or Hard Drive must be sufficient for the set to operate correctly, without suffering from issues where the sound is not in tune with the picture. It is recommended that a minimum of 20mb/s read and 6mb/s write speed is used. In most cases, USB Hard Drives are cheaper than USB Memory Sticks when comparing cost per Gigabyte.

    Even though the USB port on most sets is specified as USB 2.0, many USB memory keys are not suitable as there is a huge difference between the speeds of a low cost / low quality USB memory Stick compared to a higher quality version. For example, on models of our TV's where a USB Key is included as part of the TV package, we will usually only use a Sandisk Extreme memory stick because we know these are fast as well as reliable. With this in mind, it is recommended that you use either a portable USB Hard Drive (that is powered either independently or can take the power from one of the USB ports) or a USB 3.0 memory key.

    USB 3.0 memory keys are becoming more and more popular and although they are higher cost than USB 2.0 equivalents, for both TV and PC use as they are significantly faster. USB 3.0 keys can be purchased at many high street stores or internet stores such as Ebuyer.com or Dabs.com etc.

    If this does not solve your problem, please click here to find and download a user guide for your TV which will include a USB compatibility table or click here to complete the feedback form.

Some of my files do not play using the USB Media Player function.

    Due to the large number of differing file formats currently available and new ones being developed, it is not possible to play back every type of file with the built-in USB Media Player. If you have files that will not play, i.e. only the picture will play but not the sound, it is because the file type or file structure is not supported.

    Whilst many popular versions of file extensions will be compatible, it is possible that these may not play due to the ‘codecs’ being used. Before contacting our Helpline, try converting the file to MPEG4 (for video), MP3 (for Music) or JPEG for Photo. If the TV will read those file types without issue, it is likely the problem is caused due to incompatible file types.

    Click here for a full list of compatible file types. Pay particular attention that both the Video and Audio streams must match those as per the compatibility table.

    Please note that it is possible to convert audio and video files to a supporting type listed in your manual even though the original will not play. In order to do this, you will need a special video/audio conversion utility and a computer.

    If this does not solve your problem, please click here to find a user guide for your model which will include a USB compatibility table or click here to complete the feedback form.
I want to obtain an Instruction Manual.
  • Please note that we have many instruction manuals available to download free of charge. Please click here.

    Alternatively, you can purchase a replacement instruction manual by clicking here. If your model is not listed, please click here.

My TV switches itself off by itself after 4-5 hours.

    Most sets have an economy setting which will turn the television off after a set number of hours if no operation to control it are made. To deactivate this feature, follow the instructions contained in your User Guide or Quick Start Guide. If you have misplaced or lost your User Guide, a copy can be found here.

I have connected my Blu-Ray/Sky 3D box to my television but the picture is not
displayed correctly.

    With the 3D glasses on, press the 3D button on the remote control to cycle through the different 3D options (Side by Side, Top Bottom, Frame Packing, Line by Line) until you have one image.

    If the picture is still out of focus or blurry this may be due to the 'Left and Right' settings being set the wrong way around. Press the menu button, scroll to 3D settings, select Exchange 3D L/R and you will be able to switch the sides of the screen.

    In some cases, it may be necessary to change your viewing position (distance from the television) to achieve the best possible results when experiencing 3D. This will change your “focal point” and bring clarity to the picture.



My TV no longer shows a red standby light / it appears to have no power.

    Most TV sets have a "rocker switch" that will cut the power to the TV set.

    This switch is usually located on the right underside of the TV or below the buttons on the side. The switch will be marked with an "I" and an "O". Ensure the "I" is depressed into the TV set to allow power to the TV set. When the red light appears on the TV set, press the "stand-by" button on your remote control or on the TV set.

    If this does not solve your problem, please click here.
My Sky remote is no longer operating my TV.

    Please ensure you have pressed the "TV" button at the top of your Sky remote and that you are pointing the remote at the Infra-red sensor on the TV set.

    More information regarding Sky remote controls can be found here.

    If your enquiry is not related to any of the above topics or the solution offered does not answer your enquiry, please click here to complete the feedback form. You will be asked to supply the make, model and serial number before we can reply.

How do I connect my TV to an analogue device (such as a VCR or Sky Magic Eye?
    1. Connect your analogue device to the TV as per the devices user manual. If you do not have this please contact the manufacturer of your device. (The device should be connected to the TV via the RF port of the set.)
    2. Switch your analogue device on to ensure you are getting power.
    3. Turn on the TV. If you are not greeted by the First time installation, on the TV’s remote control press ‘Menu’ followed by the number 8 four times.
    4. Follow the onscreen instructions and ensure you tune in both analogue and digital.
    5. You should pick up 1 ‘TV’ station and if connected to a digital aerial then you should also pick up several ‘DTV’ stations.
    6. Once complete, ensure you are on the correct source for your analogue device by pressing source and selecting either ATV, analogue or TV on the source list.

    For more information on how to operate this function, follow the instructions contained in your User Guide or Quick Start Guide. If you have misplaced or lost your User Guide, a copy can be found by clicking here.

How do I connect my TV set to my router and input my password?

    Your set should have been connected to the internet during the First Time Installation process. If this was not carried out, then follow the steps below to do this:

    1. Press the Menu button on the Remote Control.
    2. Use the left and right arrow buttons to select the "Network" menu and press "OK".
    3. Depending upon your connectivity, select either "Cable" or "Wi Fi". For the purpose of these instructions, Wi Fi should be chosen.
    4. Press OK on "Wi Fi Config" and again on "Wi Fi Auto Search" to search for available networks.
    5. When the search is complete, a list of Wi Fi networks which can be received by the set will be shown. Choose which network you want to connect to and press OK.
    6. If this network is locked, you will be asked to enter a password. A key pad should appear on the screen when you are in the password entry field. Use the Remote Control arrow buttons to select the character required and then press the "OK" button repeatedly to scroll from numeric to lowercase letters, and then finally, to uppercase letters. To move onto the next letter, wait for a few seconds before selecting.
    7. When the password has been entered, select the "Enter" button on the on screen keypad and press "OK" on the Remote Control.
    8. Now select the on screen "OK" button located underneath the password box.
    9. Provided that the password is correct, the set will take a few moments and connect to your Wi Fi network.
    10. Should a problem be experienced, re-enter the password. If you cannot connect to your Wi Fi service, but it is displayed in the list, you may have to reset your router, update the password on the router or discuss the issue with a network specialist.

    For more information on how to operate this function, follow the instructions contained in your User Guide or Quick Start Guide. If you have misplaced or lost your User Guide, a copy can be found by clicking here.

My television displays the message "out of memory"

    When playing back a moving image using one of the internet connected applications it is possible that an “out of memory” message will appear. If this is not improved by reducing the quality of the video from within the web page then this could be due to the amount of data being delivered to the set. Try relocating your router closer to the set, or reset it.

How can I connect my Television wirelessly to my Laptop / Mobile / Tablet?

    Many of our Smart Televisions have a wireless connection system called Miracast. Miracast is a wireless display standard designed for mirroring a smartphone, tablet, or PC’s screen to a television. (This is usually found on Android/Windows devices, for Apple devices you will need to purchase an ‘Apple TV’ device)

    Using a Wireless Connection:

    To use this function with your device on your television, please follow the steps outlined below:

    1. Press the Menu button on the Remote Control and select the “Application” menu.
    2. Move to the “Wireless Connection” icon and press the “OK” button on the Remote Control (This will bring up the Wireless Connection start page).
    3. Select the mirror option from your devices settings menu. Note that the exact location and name of this feature may be different for some brands and models. If you are unsure please consult your mobile manufacturer.
    4. Select your television.
    5. Your device and television will now link using Miracast depending on the technology in your device.

    Casting:

    Further to the methods of wireless connection described above, it is also possible to cast via In-app connectivity. This allows you to select files to playback within your application and then let the television play these back without connection to your device.

    1. Turn the Television on.
    2. Wait for the television to connect to your Wi Fi network.
    3. Open the YouTube application on your device and wait for the network connectivity icon to display.
    4. Go to the icon on your device and select your television.
    5. YouTube will open on the television.
    6. Select the stream on your device which you would like to be played back.
    7. YouTube on the television will playback the stream while you can browse other videos on your device. Additional videos can be added to your playlist if desired.
    8. It is possible to use other applications on your device, and turn off your device and YouTube on the television will continue to play.
My TV is displaying Demo's / Logo's on the screen

    This means that the television has been set up in ‘Store mode’.
    In order to correct this, you need to go to the ‘First Time Installation’ option.

    On the Remote Control, press ‘Menu’ followed by the number 8 four times.
    You will be welcomed with the first-time installation screen.
    Follow the onscreen instructions ensuring that you select ‘Home mode’ and not ‘Store mode’ when the option appears.


If your enquiry is not related to any of the above topics or the solution offered does not answer your enquiry, please click here to complete the feedback form. You will be asked to supply the make, model and serial number before we can reply.





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