How to troubleshoot specific TV issues:
“Video Signal Blocked” Message
If you are seeing the “Video Signal Blocked” message, this means that you have attempted to tune into a channel for which you are not subscribed. To resolve this, please follow these steps:
- On the remote control, press the “STB” button once, then press the guide button to open the television guide.
- Check what filter is applied to the guide. This information is located directly above the date in the guide, and will say one of the following: All, Subscribed, HD, SD, or Favorites.
- Press the Guide button repeatedly until you have changed the filter to Subscribed. This will allow you to once again tune into all your subscribed channels.
*The guide may close while cycling through the different filter options. If this occurs, simply press the Guide button again to re-open the guide and continue changing filter options.*
All I see on my screen is “No Signal” or “Signal Lost”
This is not a message or warning that our television receivers provide. Most likely this is a default message that your TV displays when it does not detect a video signal on the selected input setting. To resolve this:
Inspect the television receiver. If there are no lights active on it at all, please ensure that it is connected to a power source. Should you find that the receiver is connected to a power source, but still does not have any LED’s active, please call our technical support line.
If the LED on the receiver is on but is lighting up red: This indicates that the receiver is in standby mode and needs to be turned on in order to provide a video signal to your television. To do so, please press the “STB” button on the remote control, then press the blue “Power” button located at the top of the remote. If done correctly, the red light on the receiver should turn blue to indicate it is now active.
In the event that the LED on the receiver is lit up blue, and your television is still displaying the message: Try the various input/video source options on your television set. To do this using the remote control, follow these steps:
- Press the “TV” button located near the top of the remote control
- Press the “TV INPUT” button located at the top left corner of the remote control. This should either open up your televions Input/Source selection menu, or change to the next available input setting
- Try each input option available until you find the one the cable receiver is connected to
- Press the “STB” key on the remote control when done.
Should your television still be displaying the same message after completing the steps above, try rebooting Set Top Box. You can do this by unplugging the power cord from the rear of the unit for ten seconds, and then reconnecting. Alternatively you can press and hold the power button on the front of the receiver for 5-10 seconds until it begins to flash steadily.
If you are unsure of what input/source the television receiver is connected to, or are still seeing the message after trying the above steps, please call our technical support line for further assistance.
My Set Top Box Is Asking For a Hostname or IP Address
If you are seeing this message when powering on your Set Top Box, most likely the device is connected to the wrong Ethernet port on your switch.
Please ensure that the set top box has been connected via Ethernet to one of the ports labeled with a TV icon on the switch. If you are still experiencing this issue after following the steps above please contact our technical support desk for further assistance.
Missing some channels from the guide
Every time you press Guide on the remote, will cycle through:
HD channels -> subscribed channels (or SD channels) -> all channels -> guide off
Please check that when press Guide on the remote and make you have all channels there.
No image on TV
It can be wrong HDMI input selected on the TV. The cable is at HDMI 1 and they have selected HDMI 2 on TV
Please check the HDMI cable, where is plugged, on which HDMI input and select the right input on your TV.
Close caption is ON
There is a button on the remote, labeled either # or CC and if you press on it, you will get close captions ON. Press again until the CC goes OFF
How to unplug / plug the power properly in case you need to move cables
If needed to unplug the power (move the cables) and then, power back on, must wait few minutes until the STB starts up. Do not unplug and plug the STB multiple times, this will cause software corruption and the STB will cease working. If for whatever reason you have to do a power cycle on STB, do not do it with the remote. ON and OFF from remote will not shut off the STB. You must unplug the power.