Troubleshooting Tips for Your High Definition TV and High Definition DVR

If you are having problems with your High Definition Digital Video Recorder or your High Definition TV, use the following troubleshooting tips to attempt to clear up any issues you may be having.

No Picture, No Sound

• Make sure that the equipment is plugged in and turned on (the clock should have the correct time).
• Make sure that the TV is plugged in and turned on.
• If equipment is plugged into a switch-controlled outlet, make sure that the wall switch is on.
• Check that all equipment is properly connected.
• Check other channels.
• Check other TVs in the house connected to cable.
• Be sure that the TV is on the proper input for high definition. Refer to your TV's user's guide for more information on the inputs specific to your model.
• Verify that the converter box is set to the proper screen type and resolution for your high definition television.
• Reboot the converter box. (See note below)
  
  

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Black/Gray Bars on Top and Bottom or Both Sides of Screen 

• If using an High Definition Digital Video Recorder, press the # key to Zoom or Stretch the picture.
• Verify aspect ratio settings of 4:3 or 16:9. Using your remote, navigate to the Settings menu for your DVR to locate the aspect ration sub-menu.
• The program you are viewing may not be available in wide-screen. The space outside of the standard 4:3 ration is normal under these circumstances.
• Reboot the converter box. (See note below)

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Sound, But No Picture 

• Be sure that the TV is on the proper input for high definition. Refer to your TV's user's guide for more information on the inputs specific to your model.
• If your TV and/or converter is connected to a stereo system/receiver, make sure that it is on, with the proper output selected.
• Reboot the converter box. (See note below)

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Channels Are Not Changing 

• Make sure remote is in CABLE mode by pressing the CBL device key on the remote control.
• Move closer and point the remote directly at the front panel of the converter box.
• Check the remote batteries to see if they are installed properly (+/- position).
• The remote may need new batteries. The light on the remote should blink brightly with each button press.
• Try changing the channels using the buttons on the converter box itself.
• Reboot the converter box. (See note below)

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Picture, But No Sound 

• Adjust the volume on the television and the converter box.
• Press MUTE on the remote to see if it is activated.
• Check to see if the SAP function in general settings has been activated. (SAP is the Secondary Audio Program that may be carried on some channels.)
• Check any audio switches and settings (the levels and controls of connected devices).
• If it is connected to a stereo system/receiver, make sure that the device is powered on and properly connected.
• Make sure the correct Digital Audio Out setting is selected on the converter box. Use your remote control to navigate to the Settings menu on your converter to locate the audio output settings to make necessary adjustments. This is especially important when using an HDMI cable to connect your converter box to your TV.
• Reboot the converter box. (See note below)

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Converter Box Display is Changing, Channels Are Not 

• Make sure that the TV is on the proper input for the HD channels. Refer to your TV's user's guide for more information on the inputs specific to your model.
• Reboot the converter box. (See note below)

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Green Tint to Whole Picture 

• Check the TV settings for High Definition input (must be set for YP_BP_R/DTV/HDTV, etc., and the input may have to be activated). Refer to your TV's user's guide for details.
• Check RGB cables and verify they are plugged into the corresponding color connector on the TV and converter.
• Reboot the converter box. (See note below)

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TV has a Black Box on the Screen or No Picture on High Definition Programs 

• Make sure Closed Captioning is not enabled on your converter box or TV, or it is set to Source 1 or Input 1. Refer to your TV's user's guide for instructions on how to change Closed Captioning settings for your specific model.
• Reboot the converter box. (See note below)

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I've Tried Everything! 

If you have followed all of the troubleshooting steps and are still having problems with your equipment, please contact Customer Care for further assistance.

Note: To reboot the converter box, unplug the power cable from the back of the box, wait 10 seconds, then plug the power cable back into the converter box. When the clock displays the correct time, push the POWER button to turn the on the converter. The converter box could take several minutes to reboot.