Why Android TV Box T95 NO Singal?

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Today we got feedback from our customer that he just received the T95 android box pakcage pakcage, but the tv only get black screen and NO Signal message. 
We could tell from the picture that t95 smart tv box already got power on, but dont get HD signal connection with TV. Turns out that he connects t95 android box HD cable directly and didnt remove the plastic round the tv box. 
If you connect the HD cable by puncturing the plastic directly, there will be plastic fragments in the port and will block the connection, That is why we will have problem and no signal when connecting the tv box.
Note: the plastic is just to protect the tv box ports from dust. Need to remove whole plastic first before connecting t95 android 10 tv box with tv, especially the HD cable port. 

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