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 Latest S/W Version
# Series Model Series Status
As on 19th Mar’18 As on 11th Apr’18
MU6100; MU6470; MU7000;
1 T-KTMUABC-1202.0 T-KTMUABC-1202.0 M No Change
MU7500; QLED; FRAME TV
2 T-KTSUABC-1160.4 T-KTSUABC-1160.4 M M5570; M6300; M4300 No Change
3 T-N17LCDAAC-1015.0 T-N17LCDAAC-1015.0 M M4100; M4200; M5100 No Change
4 T-XL1PKMASM-1016.0 T-XL1PKMASM-1016.0 K, M K4000; K5100; M4010; M5000 No Change
5 T-HKMFKUABC-1208.2 T-HKMFKUABC-1208.2 K K4300; K5300; K5570; K6300 No Change
6 T-JZL6UABC-1208.2 T-JZL6UABC-1208.2 K KU6000; KU6300 No Change
KU6470; KU6570; KS7000;
7 T-JZMUABC-1208.2 T-JZMUABC-1208.2 K No Change
KS7500; KS9000
J4100; J4003; J5100; K4100;
8 T-MXL0JMASC-1032.0 T-MXL0JMASC-1032.0 J,K,M No Change
K5000; M4000
9 Ver2.21 Ver2.21 K K5002 No Change
10 T-HKMFUABC-1510.3 T-HKMFUABC-1510.3 J J5570; J6300 No Change
11 T-HKMUABC-1510.3 T-HKMUABC-1510.3 J JU6470; JU6670; JU7500 No Change
12 T-N14MJUABC-1044.3 T-N14MJUABC-1062.0 J J4300; J5300 Changed
13 T-MXL0MASC-1043.0 T-MXL0MASC-1043.0 FH FH4003 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 UA32J4300ARLXL 32 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
2 UA32J4300ARMXL 32 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
3 UA32J5300ARLXL 32 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
4 UA40J5300ARLXL 40 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
5 UA40J5300ARMXL 40 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
6 UA48J5300ARLXL 48 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
7 UA55J5300ARLXL 55 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0
8 UA55J5300ARMXL 55 J T-N14MJUABC-1044.3 T-N14MJUABC-1062.0

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 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  CC08 ~ CCC - TA(B2B) 

HO010~HO - SVC administration group CC09 ~ CCC - Dealer Hotline 
BO001 ~ BO – Branch service(India)  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

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