FAQ Overview

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Author: Steve Stewart
Last update: 2018-06-14 20:39


Receivers » Stereo Receivers

Why do I get no audio in Zone 2 (non HDMI connected sources / devices connected with optical or digital coax)?

Go into the SETUP menu, access the SPEAKER section and look in CONFIGURATION, is ZONE 2 set to NO or ZONE 2? If it is set to NO change it to ZONE 2 (for models made prior to 2015 you will also need to make an analog connection to play your source in zone 2).Go into the SETUP menu, access the SPEAKER section and look in CONFIGURATION, is ZONE 2 set to NO or ZONE 2? If it is set to NO change it to ZONE 2 (for models made prior to 2015 you will also need to make an analog connection to play your source in zone 2).

Author: Integra USA
Last update: 2018-06-23 02:13


I have a unit that is still in warranty, what do I bring to a service center to verify it is under warranty?

If the unit is in warranty you should make a copy of the bill of sale. You would keep the original copy and when you bring it in for service bring the copy so they know that it is covered under warranty

Author: Integra USA
Last update: 2018-06-07 23:52


Where do I find the serial number on my unit?

Serial number is located on the back of the unit on a white sticker. There should also be a white sticker on the outer carton with the serial#

Author: Integra USA
Last update: 2018-06-23 02:10


Can I play HDMI Sources in Zone 2?

Integra series AVR's starting with the DRX4 / 4.1 and higher can play HDMI Sources in Zone 2

Author: Integra USA
Last update: 2018-06-08 00:24


Why am I getting "Please Update!" on the display and I cannot operate my receiver?

1- When the unit is turned off disconnect the Ethernet cable (if any) from the back of the receiver.
2- When the unit is turned off, if connected to WiFi, please turn off your wireless router.
3- When the above steps are performed, turn the unit on and immediately press the "Tone" button on the front of the receiver. The word "Bass" should appear.
4- When the word "Bass" appears, immediately perform reset procedure by pressing and holding "CBL/SAT" and then pressing "On/Standby" until the word "Clear" appears in the front screen of the receiver. Release both buttons as soon as the word "Clear" appears.
5- The unit will turn off automatically. power your unit back on.
6- When the unit turns on, the words "Initial Setup" should appear on the screen of the unit. This means the reset was performed properly, please run through the initial set up again.
7- Please perform any firmware updates via USB (directions will be on our website by your receiver model)

Author: Integra USA
Last update: 2018-06-18 17:35


Why am I not getting any picture/sound from my HDMI sources?

When calcualting cable length, you must add the length of your HDMI cables (from source to receiver then receiver to display) If it is over 16.5 feet, it becomes unstable due to voltage loss and you may lose quality and experience picture and/or sound loss.
We suggest that you shorten the HDMI cable and that will usually resolve your issue. If shorter cables are not an option, it is recommended using BALUNS or HDBaseT which carries the signal over Ethernet (up to 100m/330ft for 1080p signals).

Author: Integra USA
Last update: 2018-06-23 02:02


My mobile app won't connect to my receiver anymore?

Please make sure both of the devices are on the same network. If they are please try unplugging the receiver completely from the power outlet for 2 minutes.

Author: Integra USA
Last update: 2018-06-20 19:41


When trying to register my Integra unit, it won't accept my serial number. Why?

Make sure your serial number has 4 numbers, 2 letters followed by 10 more numbers. Example: 1010DD1010101010
Your serial number may have an extra letter at the end, please exclude that letter

Author: Integra USA
Last update: 2018-06-23 01:55


The remote that came with my 2016 or newer model does not control my receiver anymore but the light flashes at the top

Press and hold the “Mode” button on the bottom right of the remote, while still holding mode press and hold the “Clear” button on the lower left hand corner until the light blinks once. It should work again

Author: Integra USA
Last update: 2018-06-08 02:07


The remote that came with my 2015 or older receiver doesn't work anymore (or I lost/broke it)

Make sure you try changing the batteries first and/or make sure the remote is in the correct mode ( press receiver button twice) Please go to this site and enter your receiver's model number to purchase a replacement remote. https://www.shoponkyo.com/remotecontrol.cfm

Author: Integra USA
Last update: 2018-06-08 02:09


Why am I getting a CHECK SP WIRE or a message like NG: LCRSLSRBLBR on my receiver?

"First make sure the wattage and impedance (ohms) of the speakers are compatible with the receiver and then follow these steps.
1) Power receiver off and disconnect from the wall
2) Disconnect all speaker wires; you may find it helpful to label the wires for ease of reconnecting them
3) Plug receiver back into the wall and power the unit on, you will see the NG: LCRSLSRBLBR message again
4) When the NG message pops up, please press and hold the ENTER button (located on the right side of the receiver front), while holding the ENTER button down, with your other hand, press the power button. Your unit should either shut off or go into the AMP DIAGNOSTIC mode. If the unit shuts off, turn the unit back on, you should see AMP DIAG on the front, let the unit run through the process
5) When the diagnostic is finished you will have one of two results, either the NG message will reappear or you will get a message of CHK SPKR WIRE, if you get the CHK SPEAKER WIRE please proceed to step 7
6) If the NG message reappears, please power the unit off as it will have to go to service. Please use this link to locate your closest service center:
http://www.integrahometheater.com/locator.php
Please get the unit to them with a written description of what has happened to the unit along with a copy of your bill of sale. If you will have to ship the unit, please call the service center prior to shipping the unit to alert them that the unit is on the way.
7) If you got a CHK SPKR WIRE message, please check all speaker wires, speaker and the speaker volume controls for frayed wires, kinks, or other potential issues that may have cause a short circuit. Next perform a factory reset on the unit by pressing and holding down the CBL/SAT button on the front of the unit, while holding this button down, press the “POWER” button. You should see CLEAR on the front of the receiver. You will have to go through the initial set up again.
8) If you found no issues with the speaker wires or speakers, please reconnect the speaker’s one pair at a time and power the unit on upon each connection, test the output to see if the NG message re-occurs. Repeat until all speakers are connected."

Author: Integra USA
Last update: 2018-06-08 02:11


How do I reset my unit to the factory default settings?

To factory reset your unit, press and hold the CBL/SAT button (2nd source button from the left on most/older models) - while holding that press and hold the ON/STANDBY button until the display says CLEAR

Author: Integra USA
Last update: 2018-06-12 23:56


I have a receiver made between 2009-2012 and there is no sound on any of the speaker channels and the network menu seems to be greyed out

Your unit might qualify for our Customer Care Program. Your dealer or installer will be able to assist you with getting this resolved through the program. If you cannot contact your dealer then please call 1-800-225-1946

Author: Integra USA
Last update: 2018-06-12 23:45


Could cable length play a part in signal (audio/video) loss, handshaking or syncing problems?

The working group (HDMI.org) that sets HDMI specifications has not set a maximum cable length. Instead they mandate that approved HDMI cables meet a required performance standard. At this time it is expected that conventional, reasonably priced copper cables up to approximately 16.5 feet in length can meet the required performance standards. HDMI will usually work with 5 meter (or less) cables, longer ones can just add to the difficulty. Not to say that every problem is due to long cables, however it is evident (and proven) that signal loss is usually the primary culprit and long cable runs are usually where the signal loss is going to be the greatest. The good news is that the cable manufacturers have made tremendous strides in the past couple of years with ratings, testing, equalization equipment, amplifiers, etc. - the bad news is that we are sending more and more data down the HDMI "pipe" and will continue to do so as color depth, resolutions, and bitrates increase.The suggested remedy to this issue is the use of Baluns which uses 2 ethernet cables (cat5e/cat6) or HD Base-T which uses 1 ethernet cable (cat5e/cat6) to successfully transmit/receive HDMI signals up to 100m (330FT).

Author: Integra USA
Last update: 2018-06-08 17:53


Can I use a speaker selector to run 4/6/8/10/12 pairs of speakers in Zone 2 on my receiver?

Yes and NO - While it is OK to hook up a speaker selector to connect multiple pairs of speakers to the 2 channels that power Zone 2, it is NOT ok to run them at the same time. We advise against the use of a speaker selector as in most cases, if the speakers are connected they WILL be used simultaneously. If you have multiple pairs of speakers we recommend the use of a multi-channel distribution amplifier. This way you have enough channels of amplification to safely power the speakers so they can ALL be used simultaneously without damaging the amp. Even if the speaker selector has impedance matching, you still cannot run more than 2 speakers (1 pair) from the Zone 2 terminals without causing damage to the AV/Receiver (remember - you can't drive more than one car with one engine!).

Author: Integra USA
Last update: 2018-06-12 21:18


Why doesn't my receiver display Dolby Atmos/DTS-X when I am playing an Atmos or DTS-X movie?

To get Dolby Atmos you need to have ceiling speakers or Atmos Enabled speakers.
The movie you are playing needs to be encoded in the Atmos/DTS-X format.
Your receiver's speaker settings should be set to an Atmos configuration (5.1.2, 5.1.4 or 7.1.2 - top front/top middle etc.).
Your source (Blu-Ray player or gaming console Xbox or Playstation) should be set to bitstream.

Author: Integra USA
Last update: 2018-06-08 18:33


My receiver has Chromecast built in, but I cannot stream video from my mobile device.

Our receivers have Chromecast Audio built in which does not support video playback due to limitations set by Chromecast

Author: Integra USA
Last update: 2018-06-23 00:06


I plan to buy an Integra product in the United States or Canada and want to bring it to another country, will my Warranty still be valid?

No. We manufacture and sell products in most regions and countries throughout the world. Due to differences in electrical cycles and voltage we cannot honor the warranty on any product that has been taken and used outside of the region in which it was designed for and sold. Even though there are voltage step up / step down transformers available to convert the physical plug type and change the voltage accordingly, they do not address the difference in cycles (Hz), and are not designed for high energy products like ours. These are convenience devices meant to be used with a clock radio or small/low power devices. They are not intended for use with units that draw a higher amount of power and voltage such as a 100-200 watt amplifier or AV Receiver. This is not safe and can actually become a fire hazzard so we reccommend buying and using our products ONLY in the country/region of origin

Author: Integra USA
Last update: 2018-06-08 18:41


I just calibrated my receiver using the included microphone and it doesn't sound as good as I hoped.

Please rerun the microphone calibration and make sure the microphone is on a camera tripod in the main listening position. Please have the tripod adjusted to where your head would be.
Holding the microphone, or placing it on a surface such as a box, coffee table or the back of your couch will cause the microphone to incorrectly calibrate the receiver to the speakers.
Please make sure there are no background noises such as children, pets, nearby construction, HVAC units, refrigerators etc.

Author: Integra USA
Last update: 2018-06-23 00:04


How can I locate the closest Integra approved service center?

Please use this link to locate your closest service center http://www.integrahometheater.com/locator.php OBTAINING WARRANTY SERVICE:
To obtain warranty service, take or ship your INTEGRA Product to an INTEGRA Authorized Independent Service Center, together with a note describing your complaint and your copy of the dated purchase receipt. Repairs are not performed at our headquarters; all repairs must be performed by our INTEGRA Authorized Independent Service Centers. For a list of INTEGRA Authorized Independent Service Centers please go to; www.integrahometheater.com, under Support or call Integra at (800) 225-1946 for the location of an INTEGRA Authorized Independent Service Center. Please also include in any mailing; a contact name, address and email address or telephone number. If you choose to ship your INTEGRA product to an INTEGRA Authorized Independent Service Center, all shipping arrangements must be made by you and all shipping charges and insurance must be fully prepaid. Any INTEGRA product shipped in its entirety must be properly packaged to avoid shipping damage. Any shipping damage incurred as a result of improper or insufficient packaging will be the responsibility of the shipper. INTEGRA will pay all return shipping charges for INTEGRA products that have been serviced under this warranty. Any service or repair for items not covered by this limited warranty shall be at the Authorized Independent Service Center's rates and terms then in effect. Contact an INTEGRA Authorized Independent Service Center for details.

Author: Integra USA
Last update: 2018-06-12 20:16


Is there a list of Integra approved sellers to make sure my warranty is valid?

You may use this link to find our list of authorized sellers http://www.integrahometheater.com/locator.php

Author: Integra USA
Last update: 2018-06-20 22:06


On the HDMI Out Main port on my receiver, it says ARC, what does that mean?

ARC stands for Audio Return Channel which allows an ARC enabled smart TV send the audio from smart applications like Youtube or Netflix back down to the receiver via the HDMI input without the use of additional cables

Author: Integra USA
Last update: 2018-06-20 18:12


Why has Sirius/XM stopped working on my 2010 - 2014 Integra product?

Sirius/XM has ceased functionality on certain model year Integra network receivers, components and mini-systems. This is due to a platform change made by Sirius/XM. If your unit was made between 2013-2014 we have released a firmware update to address this issue. If you install the latest firmware you will be able to resume playback of Sirius/XM through the reciever.
If your unit was made prior to 2014, here are the following Options:
We can offer a trade into a newer (Refurbished) Model at a discounted price. This will allow you to stream Sirius XM via built in Bluetooth through your receiver which will also include additional upgraded features such as Wireless and new 4k features.
Or
We can send you a USB Bluetooth adapter (no charge) that will allow you to pair your smartphone via Bluetooth and transmit audio to the receiver. This will allow you to listen to Sirius XM on your receiver via Bluetooth connection

Author: Integra USA
Last update: 2018-06-18 16:50


If my unit has a 3 year warranty, and I purchased it 1 year ago, why is the service center denying the warranty service?

IF YOU PURCHASE AN INTEGRA BRAND PRODUCT FROM AN UNAUTHORIZED DEALER, YOUR INTEGRA WARRANTY MAY NOT BE VALID, please use our authorized dealer locator.
This Warranty does not apply with respect to the following:
1. Defects or damage caused by accident, fire/smoke, flood/water damage, power surge (or related electrical abnormalities), lightning or other acts of nature.
2. Defects or damage caused by abuse, misuse, negligence, accident, unauthorized product modification or service, or failure to observe the instructions contained in the manual furnished at the time of original purchase.
3. Deterioration/failure due to corrosive atmosphere, including but not limited to; smoke, high humidity or extreme temperature.
4. Damage caused during shipment or handling.
5. Products purchased from anyone other than ONKYO or an Independent INTEGRA Authorized Dealer. If you are uncertain as to whether a dealer is authorized, please contact Integra's Customer Relations Department or check the Dealer and Service Locator at our web site: http:\\www.Integrahometheater.com.
6. Products that have had their serial numbers altered or removed.
7. Products purchased in "AS IS" condition or noted as 'DEMO' or 'DISPLAY'.
8. Products that have been altered or repaired by anyone other than Onkyo or an Integra authorized independent service center in a manner that has affected their performance, stability or reliability.
9. Accessories attached to or to be used with Integra products, such as antennas, batteries, cables, etc.
10. Packing materials and cosmetic items.
11. Parts which have prescribed useful lives dependent upon the degree of their use, such as styli, cassette heads, idler wheels, batteries, etc.
12. Installation and removal of INTEGRA products, setup, adjustment or signal reception issues.
13. Maintenance, cleaning or periodic check-ups.
14. Adjustments or alterations required for compatibility with conditions pertaining to foreign countries.
OBTAINING WARRANTY SERVICE:
To obtain warranty service, take or ship your Integra product to an INTEGRA Authorized Independent Service Center, together with a note describing your complaint and your copy of the dated purchase receipt. Repairs are not performed at our headquarters; all repairs must be performed by our INTEGRA Authorized Independent Service Centers. For a current list of INTEGRA Authorized Independent Service Centers please go to; www.integrahometheater.com, under Support. Please also include in any mailing a contact name, address and telephone number.
If you choose to ship your INTEGRA product to an INTEGRA Authorized Independent Service Center, all shipping arrangements must be made by you and all shipping charges and insurance must be fully prepaid. Any Integra product shipped in its entirety must be properly packaged to avoid shipping damage. Any shipping damage incurred as a result of improper or insufficient packaging will be the responsibility of the shipper. INTEGRA will pay all return shipping charges for Integra products that have been serviced under this warranty.
Any service or repair for items not covered by this limited warranty shall be at the Authorized Independent Service Center's rates and terms then in effect. Contact an INTEGRA Authorized Independent Service Center for details.

Author: Integra USA
Last update: 2018-06-08 19:10


I am planning to use a Middle Atlantic rack mount kit with one of your models and they don't have it listed in their database. What can I do?

We have a close relationship with the staff at Middle Atlantic products and strive to provide them samples of new models. Occasionally, one may be unavailable. If this is the case please contact Product Support and let them know that a model is not listed in Middle Atlantic's database. Provided it is a current model we will see that Middle Atlantic receives a sample from us immediately. In the event it is an older model we will do everything possible to provide them a sample for their measurements. In the unlikely event that we do not have access a sample of your model it may be necessary for you to provide them with a sample so they can obtain the measurements. Please be sure to provide your contact information so that we can follow up on the status of your particular situation. We also make Integra rack mount kits that will work with Middle Atlantic/most audio racks which can be ordered from your Integra Dealer/Installer.

Author: Integra USA
Last update: 2018-06-20 18:00


I am not getting sound from my receiver and there aren't speaker icons displayed on the receiver. What should I do?

First press the "info" button on the remote. If the connection from the source is digital/HDMI and the incoming signal says "analog", then you need to change the audio output setting on the source to "bitstream" or digital. If the incoming signal says "unknown", then there may be an issue with the source or cable used to connect the source. If it says Dolby Digital then use the following procedure: 1. Perform a master reset. To do the reset you need to turn the receiver on, then on the front panel of the receiver press and hold the "VCR/DVR" button (second source button) while doing that press the "STANDBY/ON" button. You will see the word "Clear" in the display screen and the receiver will go into standby mode. Power on the unit to see if the issue is resolved.
PLEASE UNDERSTAND THAT YOU WILL LOSE ALL YOUR AUDIO & VIDEO ASSIGNMENTS ON THE RECEIVER PLUS YOU WILL LOSE ALL YOUR SPEAKER CONFIGURATIONS, SPEAKER DISTANCE AND ALL LEVEL CALIBRATION SETTINGS. YOU WILL ALSO LOSE ANY PROGRAMMED RADIO STATIONS IN MEMORY.(you can call us for instructions on how to store/recall the settings on your unit to avoid having to setup/recalibrate)
2. If the reset has not solved the issue then the unit will need to go for warranty service. If you are within you're 3 year warranty click here to find the nearest service center to you. http://www.integrahometheater.com/locator.php
3. If you are outside of you warranty, you will have to email or fax:
- The model and serial number of the unit.
- A copy of the receipt
- Contact information.
- A brief descriptive of the issue,
to info@integrahometheater.com for review for possible service assistance.

Author: Integra USA
Last update: 2018-06-20 18:23


I am experiencing an Automatic Continuous Change of Listening Modes and/or Remote Controller Commands are not accepted. What can I do?

If your receiver of the above mentioned models experiences the following : Listening modes automatically change one after another. When this problem occurs most commands will not be accepted.
Please contact our Customer Experience Department at 1-800-225-1946, option 3, to confirm that this issue exists in your model  receiver. If the issue exists you will be given further direction on how to have it serviced.
***This issue will be handled for you even if you are out of warranty (this only applies to US and Canada) .*** Applies to the following Models: DTR-40.2, DTR-50.2, DTR-70.2, DTR-80.2, DHC-40.2, DHC-80.2

Author: Integra USA
Last update: 2018-06-15 19:45


The level calibration option in the setup menu is grayed out and won't let me select it. Why?

You would need to go into the Hardware Setup for HDMI if the Audio out to TV is On then that is why the Level calibration is grayed out. Once you set it to OFF then Level calibration is able to be selected.

Author: Integra USA
Last update: 2018-06-20 21:32


What is Protect/Protection Mode?

PROTECT mode is circuitry that prevents damage to the receiver in the event of an overload, short circuit, or overheating. Possible reasons for the protect mode to be activated are loose or frayed wires, playing the volume at unreasonable levels which may overdrive the amplifier, or positioning the unit in a location without proper ventilation.

If your unit is in PROTECT mode, please contact us to determine why this may be happening. Once the issue has been corrected, the unit should operate normally. However - if damage has already occurred internally, you'll need to get the unit to your nearest authorized service center. Authorized Service Centers can be located in the Support menu on our website. For warranty repair, you would need to provide a copy of your sales receipt to the service center

Author: Integra USA
Last update: 2018-06-15 19:16


Can I view photos or video files that are on my USB flash drive when connected to the receiver?

The ability to view videos and photos via USB through our receivers is currently unavailable. Playback Compressed, Lossless, and High Res Audio via Local Network or USB (MP3, WMA, WMA Lossless, FLAC, WAV, Ogg Vorbis, and AAC)
DTR-XX.6 models will also support Apple Lossless, DSD 2.8 MHz, DSD 5.6 MHz, LPCM, and Dolby TrueHD

Author: Integra USA
Last update: 2018-06-15 19:30


My receiver cycles through the listening modes and the source inputs by itself. Why?

If your receiver experiences the following: Listening modes automatically change one after another. When this problem occurs most IR commands will not be accepted.
Please contact our Product Support Department at (800) 225-1946, option 3, to confirm that this issue exists in your receiver. If the issue exists you will be given further direction on how to have it serviced. Please have your model number, serial number, date of purchase and dealer information available when calling

Author: Integra USA
Last update: 2018-06-20 21:27


BD/ DVD Players » Blu-Ray Players

Is there an issue with DTS:X audio on "Fast & Furious 6 and Furious 7" 4k Ultra HD Blu-ray discs?

This entry is in revision and can not be displayed.

Author: Integra USA
Last update: 2018-06-25 16:33


What region DVD’s are produced in the United States?

This entry is in revision and can not be displayed.

Author: Integra USA
Last update: 2018-06-25 16:34


PreAmplifiers » Multi Channel PreAmplifiers

Why am I not getting Dolby Digital or DTS signals on the receiver?

Make sure that on the dvd player or source being (before starting the movie) in the "AUDIO SETTING" that you select bitstream or Dolby digital On and DTS ON. Then on the movie menu you will select the desired soundfield that you want the movie to play in

Author: Integra USA
Last update: 2018-07-10 18:39


PreAmplifiers » 2 Channel PreAmplifiers

Why has Spotify stopped working on my 2011 Integra product?

As of July 21, 2017 Spotify has ceased functionality on certain 2011 model year Integra network receivers, components and mini-systems. Spotify has notified registered users of this change. If you are affected by this change you may contact our Customer Support Team for Options to help you reconnect to Spotify.
Here are the following Options:
We can offer a trade into a newer (Refurbished) Model at a discounted price. This will allow you to use Spotify Connect to resume listening to Spotify through your receiver.
Or
We can send you a USB Bluetooth adapter that will allow you to pair your smartphone/Bluetooth transmit device to the receiver and listen to Spotify on your receiver via Bluetooth connection

Author: Integra USA
Last update: 2018-06-20 19:50