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Mitsubishi 73837 shuts of by itself

post #1 of 12
Thread Starter 
I'm new to the forum except for researching before I purchased my Mitsubishi 73837 last September. Until last week I didn't have any problems to report. I tried searching for my problem but didn't find much, so I'm asking for help.

Background info: Basic Comcast Cable connection. I use the digital channel converter to get programming. Bought TV from "non authorized retailer" so I seem to be paying the price now. Set has 484 hours over ~7 months of use. DM Software shows up as V41 + 011.00 (not sure if this is up to date or how to change). Fan operating normally, no dust buildup, plenty of ventilation.

Problem: TV seems to randomly shut itself off by itself when watching TV, sometimes when changing channels, or while re-scanning for channels over the cable connection. It started suspiciously when changing to either channel 8 or 79, but now effects other channels or without any change to channel.

Symptoms: TV image will freeze for 5 seconds before shutting down. My picture settings seem to have reverted to something I did not program.

Troubleshooting: No error codes show up under menu 3564. Tried Activity + Channel Down to access blinking LED which shows 1 then 2 blinks and repeat. Google searching indicates this is "no error". Tried to initialize under menu 2470 (twice) with no change in problem. Whenever I try to scan new channels over cable it gets up to approx channel 79 (digital) then shuts off. Scanning over the air did not cause any shutdown. Nor did watching DVDs.

Thanks in advance. This is a great resource, and I'm hoping I can learn enough to help someone out in the future. Since the TV won't rescan the cable connection, I'm stuck with about 5 over the air standard definition channels. Not fun.

Ken
post #2 of 12
Unauthorized retailer, eh? Did you register with Mits?

There are two further firmware updates past that one, 11.01 and 11.02. You could try calling Mits (the number is in the FAQ linked in my sig) and see if they'll let you have it. The worst they can do is say 'no'. I'm pretty sure a Mits Ninja Team descending on your house to confiscate the TV isn't in the cards. They may just ask for your serial# and be satisfied with that. It's on the registration card that came with the TV, and also on the back of the TV.

I don't have access to an 837 firmware, and they are different than the C9 and 737 ones.

There have been occassional reports of flakiness with the built in tuner with a straight in cable run like I gather you're doing (or you wouldn't need to scan, right?). Maybe a firmware upgrade will fix it.

Oh. . . . try unplugging the thing from the wall for a few minutes and then plugging it in and try again. Even Reset isn't as much of a clean sweep as just denying it the juice of life for awhile. No promises --but it has solved the occassional head-scratcher for some other owners.

Good luck.
post #3 of 12
First post here for me; saw I may be able to shed some light on this. I usually stay away from posting & only read post to learn & see others views. But you sure seem to have what I have. My 3 week old 65737, purchased new from sixth has these problems one week after use (no Comcast box) channels started to become blank. I saw the Comcast bucket truck doing something out @ all the poles on my street the day my TV started resetting to channel 4. Freeze the picture & no controls would shut down, change the channel, volume etc. This was with digital channels only it seems, shutdown was without cooling down the bulb first. The next time I would turn it back on I would have a longer green flashing & sound would start before a picture would come up. The channel would always return to #4 (Comcast box here uses #4) no matter what channel i was on. Rescan, no change, all channels did show up in the rescan, hook up box, problem gone, disconnect problem re turned. No problems with any other input scores with or without the Comcast box. I had all versions of say channel 6, about 7 of them. Few channels w/box & no HD. there was HD channels w/out box.
Called Mit, I asked to hold for 3 mins. Had to repeat problem, asked to hold another 3 mins. I was told an update was on its way. I received the update today (8570xxx) on a thumb drive. I was trying to see what this update was before installing it when I found your post with what seems to be the same Comcast rebooting our TV's. Mit would not confirm or decline this to be true. Only that the TV would tune in the channels w/out shutting down any more with or without a box. I also asked if it is possible to punt you off like the old AOL. I was side step away from the question. I believe it is @ least possible to over load the signal & cause the TV to shut down using a built in safety like the over voltage protection circuits used in power supplies ect. Some free channels I believe they are not allowed to make extra charges to the consumer, local channels like 6 ABC HD, so they do this REBOOTING . Have your model & s/n ready & call them. The most they can say is no. hope this helps
I will post back later with the update results from the thumb drive.

John
post #4 of 12
Thread Starter 
Thanks for the fast replies. Georule, that's a great FAQ and I need to work my way through it. John, I didn't want to think comcast was being shady, but now I'm almost certain you are right. Interesting though that the Mitsu is having the problem, when I'm running the same setup with two other HDTVs and not having the same problem. Perhaps differences in the tuners.

I will give Mitsu customer service a call with my serial number and ask for new firmware, and if that doesn't work I can try the the retailer to see if they can get it for me. I don't let "unauthorized" scare me, as it wasn't like buying a set out the back of a van in a parking lot. Sounds like in this situation the premium spent on the warranty would not have helped here anyway.

Something I can at least try in the meantime is running the cable connection through my panamax surge protector, which might protect against an erratic signal. You're right about the light not cooling down first with the fan, and now that's just making me mad. Partly upset at comcast for the dirty trick (if that's what it is), and also at the TV for being tricked, not giving me an error code, and not protecting the lamp better.
post #5 of 12
Thread Starter 
Update:
I tried initializing after unplugging the system. Went to rescan the channels and then TV would consistently shut down on the 79th digital channel. So I was stuck with analog channels over the air since I could regain any digital ones.

I called Mitsubishi and they are sending me a software update (011.02). It took 2 phone calls, 1st was at work and the Mitsu customer service person was difficult to understand (accent) and I don't think she understood me completely either. After my description of the issue, she checked and said it did not meet any symptoms in the mitsubishi database, then proceeded to talk about my cable box. That's when I stopped her and made sure she understood it was cable running directly to the antenna input. Instructions were then to turn on the TV after a hard reset by holding down the power button for 5 seconds. She gave me a reference number after giving my name and phone number.

Called back after work. Same woman. In fact she recognized my voice and confirmed same person and issue. Sounded like her kids were in the background, but I guess that's how customer service operates these days. Went through things ad nauseum, and confirmed that scanning cable antenna connection would complete the analog, but then shutdown on digital (and seemingly at the same spot in the process).

Sweetest words ever: "Your TV needs software update". Thank you. Got my address, asked where I bought it (got a little scared...) then told me 5-7 business days. Crossing my fingers this fixes it. I'll provide another update. Thanks for the help!

Oh, and running the cable signal through the Panamax 5500 did not fix it, despite it's ability to self protect at 700 millivolts above nominal (although the instructions even say that TV tuners operate at 10 mV, so I'm not impressed by that stat). Panamax didn't shut down or flash a warning. Not sure what the cable signal is doing to make the TV respond that way.

Ken
post #6 of 12
I don't understand your "non authorized retailer" comment.

#1 I just read the Mitsubishi warrant and see nothing specified about "authorized retailer" mentioned.

#2 I see nothing on the Mitsubishi TV web site giving a listing of authorized retailers.

I know quite a bit about this issue, and I sincerely doubt Mitsubishi would fail to honor a written warranty on such grounds.

Can you give more info?
post #7 of 12
Thread Starter 
http://www.mitsubishi-tv.com/retaillocator.html Type in zip code and note the Authorized Retailer list.

My experience with this is limited. My research brought me to a decision between two online places for the purchase. One was a few hundred more expensive but claimed they were authorized and could offer the mfg warranty unlike other retailers. Those guys gave me the runaround, as I had originally purchased a different model through Amazon with this store, but they said they no longer offered it and would "upgrade" me to a 73737. They also tried to tell me they could not go below a certain mitsubishi imposed price threshold.

The other store I ended up going with was much more product knowledgeable and up front. When I asked about the mfg warranty they said they could offer optional 3rd party warranties, which might have been a sales tactic for all I know to sell those . I bought through them, saved significant money, and decided to send mitsubishi the warranty card anyway. Never heard anything back from them so I assumed I wasted my time.
post #8 of 12
We installed our first Mitsu 73837. On turn on it is showing a very green picture. I also recall it may have looked red at one time as well. A channel up or other change in signal will eliminate the problem
I have attached a picture. Any insight would be appreciated.
Thanks
LL
post #9 of 12
Quote:
Originally Posted by ddingle View Post

We installed our first Mitsu 73837. On turn on it is showing a very green picture. I also recall it may have looked red at one time as well. A channel up or other change in signal will eliminate the problem
I have attached a picture. Any insight would be appreciated.
Thanks

is that a sony blu-ray player on hdmi?
post #10 of 12
Quote:
Originally Posted by csgo View Post

I don't understand your "non authorized retailer" comment.

#1 I just read the Mitsubishi warrant and see nothing specified about "authorized retailer" mentioned.

#2 I see nothing on the Mitsubishi TV web site giving a listing of authorized retailers.

I know quite a bit about this issue, and I sincerely doubt Mitsubishi would fail to honor a written warranty on such grounds.

Can you give more info?

i believe all CE companies work on a similar principal that if you cannot prove where and when you purchased the product that they are not liable to resolve any complaint under warranty.
post #11 of 12
Quote:
Originally Posted by trapperjohnMD View Post

is that a sony blu-ray player on hdmi?

Yes. It is being fed through a NAD T785 Surround Processor. A Directv HD24 is in cluded as well. Both exhibit the green screen.
Thanks
post #12 of 12
Thread Starter 
Mitsubishi sent me a flash drive with the software update. I wanted to wait a while before posting success to make certain it was really fixed. Installation was easy, taking a few minutes, and they included instructions which involved unplugging the set for 1 minute, plugging back in, inserting flash drive, turn on tv, allow to install, repeat the unplug and turn back on. The cable signals were all scanned without issue, and I now have my fully functioning 73837 back.

Ken
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