Because we sell a ton of gear, there is always a percentage of customers who will encounter a problem within their system. The good news is we find that better than 95% of the time the problem encountered is most commonly user error. In any case, the key to narrowing down any issue your having is isolating the problem; this way if you truly have a faulty piece of equipment, you can ensure you are addressing the REAL cause of your problem.
Recently, we received a call from a customer who had just purchased a
Cambridge Audio CD player from our company. He was calling because he had thought his CD player was dead out-of-the-box. He made the proper connections, placed one of his favorite CD's in the player, but was getting no sound... nothing! Yet, the player appeared to be working perfectly, counting down et cetera... What could be wrong? The customer assumed since his old player worked with the SAME cables and receiver that the CD player was defective. Was this the case....?
When the customer called, we went into troubleshooting mode; remember, most issues really are simple, rarely is the equipment at fault. In order to find out if his player really had a problem, we needed to get more information about the system so we asked several questions:
1) What are you connecting the CD player to?
2) How do you have your CD player connected? (digital optical or coaxial cable or stereo analog interconnects)
4) How do you have your stereo speakers connected?
All of these questions are critical, because any component or wire in the chain can cause a problem if it is either not connected properly, set properly or malfunctioning.
Critical Tip Before You Change ANY Connections
Okay, now that we are ready to start troubleshooting, we are going to have to make some changes to our connections throughout the process. ALWAYS, ALWAYS, ALWAYS turn off your power to ALL of your components before connecting or disconnecting ANYTHING. We always advise that you take this a step further by unplugging your equipments power cord from the wall. Failure to do so can result in accidents that can cause damage to your components. Take your time and play it safe...! It's worth the extra effort in the end.
Always Start from the Source
When troubleshooting an issues, we recommend you always start from the source of your system and work your way towards the sources destination. So what is a source? A source is the origination of the content you are wanting to see, hear or enjoy. Common sources include but are not limited to CD players, DVD players, Cable Boxes, iPod's et cetera.
In this case, our source is the new CD player. So how do we test the source itself? You guessed it... we have to isolate the source if possible from the rest of the system.
Using our real life example, we have to ask the customer if he has any other stereo system in the home we can move the CD player in which we can test it. If no other stereo is available, we can also use any television that has an audio input.
In this particular case, the customer did not have another stereo in the home, but he did have a television with an audio input that he had a DVD player connected. We simply had the customer disconnect the audio connection from his DVD player and moved them to the CD player in question. When you try this, it is critical that you always uses another set of audio interconnects. This way we can help eliminate the audio interconnects as a cause further into our troubleshooting. The next step is you have to ensure the television is set to the same input the CD player is connected. Now we can turn our equipment back on (Did you remember to keep your equipments power turned off while you change your connections??), then press play on the CD player? Did we hear sound? YES, we finally heard sound from our new CD player!! Phew... I guess the CD players work fine after all. But remember, we heard no sound when connected to the main system.... how could this be... read on...
Always Check the Cables...
Now that our source is good, we need to eliminate the audio interconnects used from the equation. To test the interconnects, continuing with our example, all we have to do is replace the extra set of interconnects we used with the CD player and television with the interconnects we were using in the main system. Once connected, we just need to hit the play button on the player..... Did we hear sound? WOW! Our favorite CD is coming through fine on the television speakers. Okay, so now we have eliminated the source (CD player) and now we have also eliminated the audio interconnects as a cause to our NO SOUND problem. So what's left? The customer explained that he was connecting the CD player to a older home theater receiver. From there, he was connecting the home theater receiver to just a single pair of stereo bookshelf speakers using Monster Cables.
Process of Elimination
So not it is just a process of elimination, the problem is either being caused by the
home theater receiver, the speaker cables or the speakers themselves.
How do you Test a Receiver?
So now you might ask, how do you test a receiver? Well, after you double-check your speaker cable connections the easiest way to test a problem with a receiver is to see if you get sound with the built-in AM/FM stereo tuner. In a receiver, this is one source that is generated from within the component. If you're locked into an FM or AM station and you hear sound, then the problem points to a possible bad input on the receiver. So at that point you can try your CD player we now know works perfectly with a DIFFERENT input, if you then hear sound then your problem is solved. The receiver you are using simply has a bad input.
But in our example, we still heard no sound... What could the problem be?
It's Okay to Read the Owners Manual.... We won't tell, We Promise
When in doubt, get the owners manual out. If you lost the manual, many of them can be found doing a Google search online. In our real life example, we requested the Make and Model of the receiver and did find the manual online.
Through our prior questioning, we knew it was an older receiver and in reviewing the manual we discovered that this particular receiver had a "Tape Monitor" button.
Through lots of experience, we knew that if this function was engaged, there would be no sound. So we asked our customer what he was seeing in his receivers display window. Sure enough, the Tape Monitor function was engaged. So while crossing our fingers, we asked the customer to press the Tape Monitor button on his receiver. Sure enough, sound was blasting through his speakers and we had helped solve his issue.
What Can Be Learned from Proper Troubleshooting?
Probably that things aren't always what they might seem to be. Don't rush to judgement or jump to conclusions. Take your time to properly troubleshoot your problem. Doing so will not only help solve your issue the first time but taking extra time now to troubleshoot correctly will ultimately save you plenty of time and aggravation in the end. Our real life example proves this, if we rushed to a conclusion, the customer would have had to send us back his CD player and wait for a replacement only to find the same problem still occurring.
Thankfully, we were able to help solve the problem so the customer was able to enjoy the purchase... and more importantly the music.
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