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Television Troubleshooting

• I turned on my TV and I don’t have a picture/my TV says no signal/there is snow on my screen.

If you do not have a picture, first make sure that your cable box is powered on. You will know it is on if the light on the front of the box is glowing blue. If it is glowing red, then it is not on. If there are no lights on the front of your cable box, it is not plugged in.

Next, make sure that the cable box is connected to the TV. The three possible ways a cable box can be connected are by HDMI cable, RCA cables (typically yellow red and white, sometimes green red and blue), or coax cable (usually twists in to tighten).

Once you have made sure the cable box is connected, make sure the TV is on the correct input. You can do this by pressing the TV button on the top of your remote, then pressing the input button. If that does not change your input, you may need to use the buttons on the TV itself or the TV’s original remote. Change the input to be matching with the labeled input on the TV where your cables from the cable box connect to the TV (typically behind the TV).

• I can’t control the cable box.

If you are pressing buttons on your remote, but the cable box is not responding, first make sure that your remote is in STB mode by pressing the STB button on the top of the remote.

If your remote is in STB mode and it is still not responding, make sure that when you press a button on the remote, the blue light on the front of the box flashes. If the blue light does not flash, then the box did not receive the command. Also make sure that the STB button on the remote is flashing red. If the button is not flashing red, you may need to replace the batteries in the remote.

If the blue light does not flash, but the light on the remote does flash, your cable box may need to be rebooted. Unplug the power cable located on the back left-hand side of the cable box and plug it back in. After it has finished rebooting, try again.

• My TV is pixilating and it is on a coax connection.

If you are unsure whether your box is on coax or Ethernet, please check the back of the cable box. If there is an Ethernet cable on the far left side, then you have an Ethernet connection. If there is a coax cable connected on the far right side that connects to the wall, you have a coax connection.

First, make sure that all coax connections to both the box and the wall are tight. A loose coax cable is the most common cause for pixilation. Make sure to check all cable boxes in the house, even ones that are infrequently or rarely used. 1 bad coax connection at any location can cause pixilation everywhere.

Next, you may have to check the connection at your splitter. If there is a loose connection at the splitter, that too can cause pixilation. The splitter is the point where 1 coax line is split into several others. If the splitter has been damaged or been exposed to the effects of weather, this can also cause pixilation. If the splitter is outside it must always be well protected from possible water damage.

If you only have 1 cable box that is exhibiting symptoms, and the others appear ok, it is possible that individual box may have an issue. If you can, remove the problem box from its current location and put a working box there. Then take the problem box and plug it in at a different location. If the pixilation follows the box, it is likely a bad box and needs to be replaced. If the problem stays at the original location, there may be something wrong with the wiring going to that location.

• My TV is pixilating and it is on an Ethernet connection.

If you are unsure whether your box is on coax or Ethernet, please check the back of the cable box. If there is an Ethernet cable on the far left side, then you have an Ethernet connection. If there is a coax cable connected on the far right side that connects to the wall, you have a coax connection.

First, you must determine if your cable box is wired directly or if it is on wireless. Trace the Ethernet cable on the back of the cable box. If it goes to another device that is black and has green lights on it that says CLIENT at the top, then it is wireless. If it goes into the wall or connects to a white device, then it is not on wireless.

If your box is on a direct wired connection and is pixilating, check the Ethernet cable for damage. If there are any exposed wires that are damaged, this can cause pixilation. The box itself may also be going bad.

If your box is on a wireless connection, you may need to move around the wireless CLIENT. The CLIENT acts as an antennae and depending on its location and surroundings, it may not be receiving a strong signal. Avoid things like concrete, ductwork, mirrors, TV sets, or being within cabinets. Being as open as possible will help your CLIENT get a strong signal from the AP. You may also need to reboot the CLIENT. If wireless interference has affected the connection between the CLIENT and it’s AP, a reboot of the CLIENT and AP will reestablish the connection without interruption.

If you still are experiencing pixilation after these steps, try swapping the CLIENT with another in the home if you have one. When you swap a CLIENT, you must also reboot the AP by unplugging it and plugging it back in. If the replacement CLIENT works, it may be time for that old CLIENT to be replaced.

• I can’t see my DVR recordings.

When you go to watch a recorded show, if you do not see any of your recordings or the DVR reads ‘100% full’, you may need to reboot the DVR. If you have whole home DVR, also known as WHDVR, the box you are trying to watch the recordings on may not be the DVR unit.

Once the DVR unit has been rebooted, if you are still unable to see the recordings or it is showing 100% full, check the recordings on the DVR unit itself. Sometimes the recordings will show up on the DVR but not on the other units.

If the recordings are working on the DVR, but they are not working on another unit, there may be an issue with the receiving unit. If you are on wireless, reboot the CLIENT and the AP as well as the cable box. If you are not on wireless, simply reboot the cable box.

If you are at the DVR and it is still showing 100% full, the unit may need to be replaced.

• The picture on my screen is frozen.

If the picture on the screen is frozen, make sure the Ethernet or coax cable has not come loose on the back of the box. A frozen picture typically indicates that signal coming to the cable box has been disrupted.

If the cable box is on wireless, make sure that there are 3 green lights on the CLIENT. If there are not 3 green lights, you may not be connected to the cable box or you may not have a wireless connection to the AP.

Check to make sure the ONT(white box near where service comes in) has power. If the ONT has been turned off or unplugged, this can cause service to stop.