ATN: Guidelines to obtain technical help

ATN
Adventist Television Network

Guidelines for obtaining Technical Help

Background
We are often requested to send technicians into various countries to repair satellite downlink equipment which is not operating. It is our goal to get this equipment repaired as quickly as possible at lowest possible cost.

Our situation is that we do not have people who can travel to these areas because of expense. Furthermore, it is also in the longer-term interests for each country, to train & develop local people who can do simple repairs.

Guidelines:

We recommend these (in order of preference):

Option 1 We prefer to try to work with someone who has some technical skills and can follow basic instructions (see "Types of Persons for Option 1), OR

Option 2 We try to get a local satellite dealer to check out the equipment, OR

Option 3 We try to find someone to send to the country. There are some conditions attached to this:

The travel, accommodation and spares are for the expense of that Union.

The Union will arrange for a number of persons to be trained during that time, to enable them to carry out later repairs. The number of persons will depend on the size of the country and the number of downlink sites. A suggested number is one person for every 3 downlink sites.

Types of persons for Option 1
A great deal of time and expense can be saved by having a person who we can communicate with to give us information which enables us to diagnose the problem. Such a person need NOT be a highly trained person, but would have many of the following characteristics:

Able to read and communicate in English, preferably by email or fax
Can follow simple instructions and is a consistent and careful person
Is able to operate a Video Recorder (VCR)
Has access to the Internet (World Wide Web), if possible

Types of person who are often very suitable: Electricians, Handymen, Repairmen, Teachers, Pastors, Clerks, Motor mechanics, Engineers, or anyone who can operate a personal computer fairly well.

Action expected from the person selected

To answer ALL our questions within 2 or 3 days
To carry out actions we suggest, within 2 days
To keep in constant contact with us until the problem is solved, and to remind us if the problem has not been solved!
To reply to our messages within 2 days at most.

Important Final note: The type of person you select will play an important role in getting your problem solved quickly.
Try to choose a person who has a reputation of being quick and efficient.

What information to send us
In order to get the repair process going as soon as possible, it is helpful if you could send us the information per the form below (please use a separate form or list for each site).

PROBLEM SOLVING QUESTIONS

This information is ESSENTIAL for ATN to help churches where the Satellite Equipment is not working. It helps us to know how to help you quickly. You can copy and paste this form into an email, or fax it.

Please:
1) Complete this form for each site which is not working..
2) Have your Technical Lay Person reply to the following questions
3) Fax or email this form to us IMMEDIATELY, so we can start working with you.

Please answer as many questions as you can. Write "?" if you do not know the answer

1. Name of Church: ____________

2. Name of Town or City: ___________

3. Name of Technical lay person: ____________________

4. Email address: _______________________

5. Phone & Fax numbers: _________________ __________________

6. What is the last time the system worked (Month & Year)? _______________

7. What is the Name and Model No of the Receiver you have: (SA = Scientific Atlanta)

__________________________________________

8.. What is the Name and Model No of the LNB?
(Remove the cover/cap on the LNB which is mounted on the dish with 3 or 4 legs - the cable goes to the LNB):
IMPORTANT: Do NOT stand on, bump the dish or move it in any way which may cause it to lose its setting while you check the LNB.

a) Name & Model No:________________________________

b) Frequency range written on the label: (e.g. 3.4 - 4.2 Ghz) __________________

9. What is the Name on the dish? ________________________

10. What do you think the problem could be? __________________________

11. Is your electricity supply to the equipment protected against lightning (thunder storms)? ______

______________________________________________________________________

Please email or fax to:
Email: Techinfo@adventist.tv or Fax: +27-11-805-2803