Crest

Support

Customer Support

The Crest Company Support team is here to help you with any questions, concerns or problems you are experiencing while using any of our products. We can assist you with product support, installations, warranty claims and general enquiries.

 

Our How to Videos are designed to help guide you through installation and how to correctly use our products. The FAQ’s cover many of our most frequently asked questions and our Customer Support team is available during Queensland office hours should you need to talk to someone.

 

You can call our friendly Customer Support team, during office hours, on 1800 812 261 or email us at Customer Service

FAQ's


Wireless Headphones

Q.There is no sound coming out of the headphones

  • Turn the headphones on by winding upwards the ON/OFF switch on the right ear piece, once on the LED to the right of the switch should light up (this should be Red or Green depending upon your model).
  • If LED does not light up please check that the batteries are installed correctly (they should both be facing the same way) and that the batteries are fully charged.
  • Firstly, check that the provided Audio Cable (Yellow ends) is connected to an Audio Output on your TV, this can be one of two connections; one is the Headphone Jack (commonly located on the side of your TV). Please note not all TVs have this Audio Output, in using this output most TV’s will go silent meaning that the sound is now coming out of the headphone TV jack.
  • Secondly, is the Left and Right Audio Output (Red and White) which is generally located on the back of the TV. In using this connection point you will also need to use the provided Red and White cable to connect to the corresponding Red and White Audio Outputs on the back of your TV, then using the provide Yellow Audio Cable connect this to the other end of the Red and White Cable. Please note not all TVs have this Audio Output…double check that you are using the TV’s Output and NOT the Input sockets as these can be the same colour.
  • Once connected to the Audio Output of the TV, then make sure that the other end of the Yellow Audio cable is plugged into the Audio socket on the transmitter. The Transmitter Audio socket is the second socket labelled ‘Audio’ located next to the switch. When plugging this Cable in please make sure the cable is inserted fully and give a little twist to check.
  • Once connected please make sure the transmitter is ON, to do this move switch to the first setting WL (wireless) and the LED above the switch should light up (this should be Red or Green depending upon your model).
  • Check the audio settings on your TV, making sure that the volume isn’t muted or turned down very low. In some cases the TV can have an independent headphone volume control (please refer to your TV user guide). Also check the headphone volume control.
  • Once all of the above has been checked and with the headphones ON, press the RESET button once, then press the SCAN button once (do not hold either button down, just press and release). After 3 seconds if your TV signal is not coming through your headphones, press and release the SCAN again (you may need to do this a few times).

Q.There is no power to the transmitter base

  • Ensure that the power cable is connected and turned on at the wall and if applicable that the power is turned on at the transmitter base also.
  • Check the audio settings on your TV, making sure that the volume isn’t muted or turned down very low. In some cases the TV can have an independent headphone volume control (please refer to your TV user guide). Also check the headphone volume control.
  • Check that the Audio input cable is connected to an audio output on your TV, this can be one of two connections one is the headphone jack and the second is the left and right audio output which is generally located on the back of the TV.

Q.There is no power to the transmitter base

Move the ON switch to the first setting WL (wireless) and the LED above the switch should light up (this should be Red or Green depending upon your model).
If LED does not light up please check that the batteries are installed correctly in the base of the transmitter (they should be facing different ways) and that the batteries are fully charged.

Q.There is no sound coming out of the TV when I connect the Transmitter to the TV

The cause of the sound cutting out is the way the TV is designed when connecting to the headphone jack.

Q.The only Audio Output I have on my TV is a Digital Audio Output, how do I connect to this?

If this is the only Audio Output Source (this is the case with about 30% of the TV’s on the market) you will need to purchase a Digital to Analogue Converter from your local electrical retailer. This will convert your digital output to a usable Left and Right (Red and White) connections.

Q.I am using the Red and White Audio Output on the back of the TV but still no sound?

First step, double check that you are actually using the OUTPUTS and not the INPUTS on the back of your TV, there should be a label above the connections to check. Next, instead of connecting to the transmitter connect directly to the headphones, this will then test to make sure that you are getting sound though your outputs. Once confirmed re-connect back to the transmitter.

Q.I am using the Headphone Jack Output on the side of the TV but still no sound?

Check the audio settings on your TV, making sure that the volume isn’t muted or turned down very low. In some cases the TV can have an independent headphone volume control (please refer to your TV user guide). Also check the headphone volume control. You can double check this by plugging your headphones directly in this jack on the TV to confirm the sound output then adjust as required.

Q.Why am I picking up Radio stations?

The Transmitter uses a FM Frequency to send the signal to the Headphones, and as such in some parts of Australia the Headphones may also pick up some Radio Stations. If this happens just press the RESET button once, then press the SCAN button once (do not hold either button down, just press and release). After 3 seconds if your TV signals is not coming through your headphones, press and release the SCAN again (you may need to do this a few times).

Volume Limited Headphones

Q.What is the maximum noise level that kids should be exposed to when using headphones?

The Center for Disease Control in the USA recommends a maximum noise level of 85 decibels (dB). Experts also suggest that the time spent listening to headphones should be limited to two hours a day (for children and adults), even if the volume is limited at 85dB.

Q.How can hearing loss occur?

Sound pressure from noise is amplified in the narrower developing ear canals of young children and babies, making them more sensitive and susceptible to hearing damage. Kids can perceive a noise to be up to 20dB louder than an adult. Hearing loss is cumulative and irreversible, and your child may not notice the effects until much later in life. Sound intensity is measured in decibels (dB) with a sound level meter. Noise-induced hearing loss can result from listening to loud sounds (above 85dB) over an extended period. The louder the sound, the shorter the time period before hearing damage occurs.

Q.What are the signs or symptoms of hearing loss?

The damage from noise exposure is usually gradual, so a person might not notice or might ignore signs of hearing loss until more pronounced symptoms of permanent hearing loss become apparent.

Noticeable signs of hearing loss can include the following:
• Muffled or distorted hearing
• Difficulty hearing sounds such as birds singing, crickets chirping, alarm clocks, watch alarms, telephones, or doorbells
• Difficulty understanding speech during telephone conversations or while participating in group conversations
• Pain or ringing in the ears (tinnitus) after exposure to excessively loud sounds

Although a largely hidden and infrequently highlighted disability, the World Health Organisation (WHO) describes the global burden of hearing impairment as the most frequent sensory deficit in the human population.

Q.What causes noise induced hearing loss in kids?

Noise exposures add up throughout daily activities. However, certain events, behaviours, and environmental factors can expose young people to unsafe sound levels.
• Playing your music at a high volume on a portable audio device
• Using earphones that reach into your ear
• Sitting too close to a speaker or TV
• Exposing yourself to a reasonably loud noise for a long time
• Not using ear plugs when you are around loud noise

Q.How can noise induced hearing loss be prevented for kids?

• Turn the volume down
• Move away from loud noises
• Use ear plugs when around loud noise
• Use over-ear headphones to listen to music
• Avoid places that are very loud
• Avoid earphones that reach into the ear

Q.How do Noise or Volume Limited headphones work?

All volume limiting devices are electronic resistors embedded either in the cable or inside the pair of headphones themselves. The resistor is a little tiny passive electrical component which (as the name implies) creates resistance in a circuit. That resistance lowers the current flow and by lowering the current flow from the source device to the
headphones, the resulting sound volume is also lowered.
Good overhead over-ear headphones significantly block outside noise which means your child may never even approach the upper threshold of the volume limit in the first place because they hear everything clearly at lower volume levels.

Q.What should a parent look for in a headphone to ensure it is suitable for children?

While a serious talk about treating your ears with kindness for a lifetime of good hearing is an important conversation to have, kids will be kids and a little preventative action on your behalf will ensure their hearing is protected when they’re too young to make smart choices and protect it themselves.

Select headphones that are the over ear style and are labelled as having a maximum output level of 85dB or lower.

Limit the use of headphones to 1-2 hours at a time.

Brackets

Q.The bolts provided don't fit into the back of my TV (the bolts are too long/the thread size is wrong)

The installation kit supplied with every TV Wall Mount is designed to cover most major models of TV but it cannot cater to every TV that exists.  Please visit your local bolt or hardware retailer and they will be able to help you out with buying bolts that fit.

Q.The bracket I bought doesn't fit the mounting pattern on the back of my TV

If the bracket is too small or too large for your TV, you will need to return the bracket to the place of purchase and get a suitable replacement bracket. You can contact The Crest Company on 1800 812 261 to confirm the model you require for your specific TV.

If you have bought the CBFP007FM and the mounting pattern fits vertically but not horizontally you may need to purchase the CBFP007A which will convert the bracket to a maximum mounting pattern of 200mm height x 400mm width.

Surge Protection

Q.What is a power surge?

Power surges occur when there is a spike in the flow of electrical current to your home. The spike is very brief, usually lasting less than a thousandth of a second, but it can still cause damage to the circuitry of electrical appliances.  Small spikes occur frequently and over time will cause damage to the sensitive electronic components found in most of today’s modern devices and appliances.

Q.How does a surge protector work?

An adaptor or power board with a surge protector prevents power surges from reaching your equipment connected to the mains power supply. The performance of surge protectors is measured by the level of energy absorption, or the joule rating. The higher the joules, the greater the energy absorption and longevity of the surge protection.  Even boards with a very high level of surge protection are still unlikely to protect your appliances and devices from a direct lightning strike.  It is also worth remembering that a surge can come through other connected lines into your home such as the telephone line or through a roof-based TV antenna.

Q.Where does a surge come from?

Electrical current can pass into a connected appliance through more than just the power cable. For example, a TV can be connected with an antenna cable, data cable, HDMI cable, as well as the main power cable. Anything connecting your TV to power, data or antenna can be the source of a power surge. In the event of a major electrical event such as a lightning strike, your appliance can be damaged from any of these connections.

Q.Does the Crest Platinum Power Manager series provide the highest level of surge protection available from Crest?

Yes. The Crest Platinum series features the patented X3 MOV surge protection module with a minimum of 1876 joules. In addition, the Platinum series X3 MOV activates in less than 1 nanosecond and can absorb spikes up to 6000V. This is the ultimate available in power surge protection. In addition, the PPBS4C, PPBS6C and PPBS7CT modelcan also provide protection from spikes through the TV antenna cable providing this is installed correctly.  The Platinum series also offer the additional peace-of-mind of a Connected Equipment Warranty.  Click here for details.

Q.Will my surge protector save my TV or computer from direct lightning strikes?

In a lightning storm, it is not advisable to rely solely on your surge protector to save your TV, computer or other electrical equipment from a direct strike. The best protection is to unplug your appliances both from the mains power and from any other source of connection including TV antenna cables and data cables.

Peripherals and components

Q.Is it good to shut off my computer peripherals or AV components?

Yes, when any electrical device is left on 24/7, the heat inside is constantly building up without any chance to cool down. This heat eventually weakens the electronic components and causes failure of that device. Devices today are designed to be turned off and/or go into a low power sleep mode without shortening its lifespan.

Q.Does it work with the sleep mode of my computer?

If your computer has a true energy saving sleep mode, then it will turn off the peripheral outlets when your computer goes to sleep. If your computer only shuts off the video and/or the hard drive when it goes to sleep it will not work. In this case you will need to adjust your power option icon on your control panel to either system standby or hibernate.

Q.What is sleep mode and how do I use it?

Most computers and AV equipment have a sleep mode but not all of them actually save very much energy. When your computer goes into this mode, it remains ready to use with a touch of your keyboard or movement of your mouse but uses less energy than if it was fully on, as it shuts down the monitor and hard disks. Under control panels, or preferences of most operating systems is a “power options” icon that allows you to change the setting of your sleep mode. To enable deep sleep on your computer open the “power options” icon in the control panel and change this setting to enable “deep sleep” mode.

Q.When my computer wakes from sleep mode, my Earth Smart Power Board does not work correctly. Why?

Not all hardware drives reset the device when your computer wakes up. Try the following solutions in order: 1. Look for and install an updated driver. 2. Re-start your computer. 3. Change the setting in your “power options” control panel to disable sleep mode or to turn it to system standby or hibernate instead of going to sleep.

Q.When I turn on my computer, it says that power was turned off to my printer?

See the above note “When my computer wakes from sleep mode, my Earth Smart power board does not work correctly. Why?”

Connectivity

Q.Does The Crest Company use oxygen-free copper?

Crest uses high grade, oxygen-free copper (OFC) to maximize signal transfer and minimise corrosion.

Q.What is the purpose of gold plated connectors?

Gold plated connectors are used because they are highly durable, don’t deteriorate and look good.

Q.What is HDMI Associates?

The HDMI Associate designation is awarded exclusively to vendors who have demonstrated an ongoing commitment to selling only 100% compliant, fully tested HDMI products. Buying from an HDMI Associate is your assurance that the cable, connector or other components you are purchasing has been manufactured to exacting performance standards and rigorously tested for reliability. Look for the official HDMI Associate emblem and buy with confidence.

Q.Why is Crest an approved HDMI Associate member?

The HDMI Associate program presents The Crest Company a strong point of difference ensuring our customers’ confidence and trust around our HDMI products.

Video cables

Q.HDMI

The ultimate in connection for superior picture and sound quality, all in one cable. Essential for 1080p high resolution pictures and multi-channel digital audio. Developed to support the leading technology of today and tomorrow.

Q.Component

Possibly the best non-digital connector with a wider bandwidth suitable for High Definition (HD) video. Separates colour into three connectors reducing interference for improved picture quality.

Q.S-Video

A step-up from basic composite, S-Video carries picture brightness and colour information separately on two conductors. Not suitable for HD signals.

Q.Composite

For basic picture performance, the video signal is carried in the one cable increasing interference and reducing picture detail and clarity.

Audio cables

Q.Digital Optical

Delivering full digital stereo and surround sound in a single plug. Transmits signal as pulses of light.

Q.Digital Coaxial

Delivering full digital stereo and surround sound in a signal plug. Transmits signal as electrical pulses.

Q.Stereo RCA

Common RCA connection found on most equipment delivering analogue stereo sound, but does not deliver full digital surround sound.

TV cables

Q.The picture on my TV sometimes cuts out and shows "no signal".

There may be a loose connection with your HDMI cable. If you have another HDMI cable that you know works swap it over. If this fixes the issue it is most likely you have a faulty cable.

Q. When I connect my laptop to my TV there is no sound.

You may need to check your sound settings and make sure it is set to HDMI audio. If you have any issues please refer to the TV manufacturer.

You may be using a DVI to HDMI adaptor. The reason you aren’t getting sound is because DVI doesn’t deliver sound – you need to also hook up the headphones/digital/optical sound out of your laptop to your TV.

TV antennae

Q.My TV antenna doesn't pick up any TV signal - what should I do?

Australia has recently achieved a historic switchover from analog to digital-only free-to-air TV transmissions. It is the biggest change in Australian broadcasting since the introduction of colour television 40 years ago.

What it means is that all TV transmissions are now made using digital signals only.  There are many digital TV transmission stations around Australia and to achieve the best digital reception you will need to know where your nearest TV transmission station is, align your antenna to that location & re-tune your TV.

 

STEP 1:  Visit the mySwitch website to identify the nearest TV transmission tower to your location

Click here to visit mySwitch

 

STEP 2: Plug in your Digital TV antenna and point the antenna towards the transmission tower

 

STEP 3: Re-tune your TV following the instructions in your TV manual

Q.No signal or picture and sound quality is distorted

Try these troubleshooting tips

  • Go to the menu on your TV and try re-tuning the channels
  • Try changing the location of your digital antenna and try to face it in the direction of the nearest TV transmission tower
  • If you are more than 10km away from your nearest TV transmission tower, you may need to buy an antenna which has amplification built in to help boost the reception of the digital TV signal
  • If you are very close to the TV transmission tower you may not even need an antenna. Try unplugging the antenna but leaving the antenna connection cable plugged into the TV and re-tune your TV

Customer Support


Australian consumer law

In Australia, statutory consumer protection laws including the Competition and Consumer Act 2010 (Cth) give you rights which cannot be excluded, including consumer guarantees as to merchantability, fitness for purpose, supply by description, repairs, and title. The terms and conditions are subject to any rights you have under that legislation.
If The Crest Company is liable to you under the Competition and Consumer Act 2010 (Cth) or similar state legislation, to the extent to which The Crest Company is entitled to do so, The Crest Company limits its liability in respect of any claim under those provisions to: in the case of goods, at The Crest Company’s option: the replacement of the goods or the supply of equivalent goods; the repair of the goods; the payment of the cost of replacing the goods or of acquiring equivalent goods; or the payment of the cost of having the goods repaired; and, in the case of services, at The Crest Company’s option: the supplying of the services again; or the payment of the cost of having the services supplied again.

Warranties


Connected Equipment Warranty

Some of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits given by these warranties are in addition to other rights and remedies which the Purchaser may have under a law in relation to the goods or services to which the warranties relate.

 

Download a copy of our warranty information here

The current models covered by The Crest Company’s Connected Equipment Warranty are:

 

Model Maximum Liability
PPBS4 $75,000
PPBS4C $75,000
PPBS6C $100,000
MSP1 $50,000
MSP2 $75,000
 PPBS7CT         $100,000