If your RedRat device does not learn IR signals from your remote handset, or does not control your equipment (STB, TV etc.), then we try and work with you to get the problems resolved. There are a wide range of reasons why it may not be working, including:

• New types or flavours of IR signal
• Poor conditions for learning the IR signal (e.g. bright light)
• Signal capture parameters not set correctly for the type of IR signal
• Poor conditions for signal output/playback
• Hardware failure

To help resolve the problem, we need as much information as possible so that we can identify the cause and provide a fix. Please follow these steps, sending the answers and results to RedRat support.

1. When you record IR signals from the remote handset, do you get any error messages?
   • If you get an error, please send the message, or if you can capture the IR signals.
   • If you can capture IR signals, then send the IR dataset XML file produced by the Signal DB Utility.
2. When you are recording IR signals, do you have bright light (artificial or sunlight) shining on the RedRat? If yes, try shielding from light and going back to step 1.
3. Are you using the most recent versions of RedRat software and firmware? Try using the most recent Signal DB Utility software version, and update the firmware (only if the change history shows relevant fixes) and then go back to step 1.
4. If the RedRat does not control the STB (TV, DVD player etc.), check to ensure that there is not too much light falling on the STB.
5. Test the RedRat with an IR signal dataset that you know works to validate that the RedRat hardware is performing correctly.

If you have gone through these steps and it still does not work, then please e-mail us the following:

• The IR dataset that does not work (if you have been able to capture it).
• The type of RedRat hardware, plus firmware version. This can be found when using the Signal Database Utility from the RedRats -> Find RedRats menu item. In the resulting dialog box, right-click on the RedRat, select Device Info and copy this into a mail.
• The Signal DB Utility version from the Help -> About menu item.

We are often able to find a solution with just this information. Where this isn't possible, we then ask for either for a remote control handset to be sent to us (for direct IR signal analysis) or the specification of the remote control signals so that we can generate the RedRat data from it.