Common CATV Problems and Solutions
Content
Common CATV Problems and solutions
"No Signal" displayed on TV screen
"No Signal" is almost always 1 of 3 things: 1. The cable box is not turned on or has no power. 2. The video cable connecting the TV to the cable box is not plugged in. 3. The TV is on the wrong input channel. #1 is pretty basic, just make sure the cable box has electricity and the power button has been pushed. #2 is a little more complicated in that you need to know what cables connect the box to the TV. Go HERE for a step by step guide on how to plug in your cable box and determine what kind of cables you are using. Once you have determined what kind of cables you are using, simply plug it into the appropriate jack on the back the box and the TV and you should be fine. #3 applies to the above a bit as well. The back of your TV has a number of Jacks(plugs) on it. Each one of those jacks has it's own special channel outside of the normal numbered channels. To change the Input Channel on your TV you will need the remote control that came with your TV when you purchased it. Second you will need to find a button on that remote called
INPUT SOURCE TV/VIDEO
Press that button and it will either bring up a menu showing the below, or it will simply display one of the following:
Video 1, 2, & 3(RCA Cables) Component 1, 2, & 3 HDMI 1, 2, & 3
RGB(Computers) PC(Computers) Game(XBOX, PS3, WII) DVD Cable(Just using the Coaxial cable from the wall) TV(using the antenna jack and connecting it to an antenna on your roof)
If you can't find any of those buttons than your TV allows you to use the Channel Down button to move through the Input Channels. In this scenario you will put the TV on channel 2 and than hit Channel Down or Channel -(minus) once you get below channel 1 you will start to see the above. If you figured out which kind of cables you are using to connect the box to the TV than go to that channel either using the Up, Down, Left, Right arrows on your remote or changing the channel on the TV. If you didn't figure out which cables you are using, than just go through them all SLOWLY(5-10 seconds between each channel change so the TV can unscramble the video) :-)
One Moment Please, This Channel will be Available Shortly
This means one of a few things: 1. The cable box is connected to the cable company but it doesn't recognize the channels you are paying for. 2. Static buildup in the coaxial cable blocking a range of channel. 3. The Head-End(where the cable signal comes from) is having a problem. 4. Your account with your provider has you turned off for non-payment. 5. The provider of the channel is having a problem and has taken the channel offline. #3, #4 and #5 can only be dealt with by your cable provider. #1 and #2 have the same solution.
RAWR
RED Record light is on the front of DVR cable box but I'm not recording anything.
This issue has the same solution as above so keep reading for the fix.
Click the picture for a larger version Simply pull the electrical cord and UN-Screw the coaxial cable on Cable In. Count to 10 Screw the coaxial cable in than plug in the electrical cable in. And now we wait.
Scientific Atlanta cable box - just wait for the time to come up on the LCD panel on the front of the cable box. (this can take up to 5 very long minutes) > hit power on the cable box > wait till you see a pic > hit guide and off you go.
Motorola cable box - after plugging in the electrical cord wait about 60 seconds and if the cable box doesn't turn on by itself simply hit the power button once and wait while everything loads.(approx 2-3 minutes normally)
TIVO's are like computers - they take a really long time to load up and show a picture when you pull the power out of them. Go make a cup of coffee or a sandwich this will take a while. If you have no lights on the front simply hit the power button once the electrical cord is plugged in.(approx 3-10 minutes depending on if it decides it needs to download and update something.)
Not Authorized for use
This is primarily a Scientific Atlanta error. It's equivalent on Motorola is "One moment please, this channel will be available shortly." 1. If you use 2 coaxial cables: 1 from the wall to the cable box and 1 from the TV to the cable box you may have the coaxial cables switched.
go to the back of the cable box and switch Cable IN and Cable OUT(sometimes called RF IN and OUT) Use the picture from the above solution for reference.
2. If you have not paid your bill, this is the message you get when the cable company locks your account.
call your cable provider and get your bill paid or find out why they didn't apply your payment.
3. Paid your bill but the message never went away - you may have had the cable box bypassed so you could get basic cable while your account was blocked.
check to see if the cable from the wall is plugged into the TV or the cable box. from the wall, it should be plugged into Cable IN put the TV on the correct input channel (ie...HDMI, Video 1, AV 1)
4. The cable from the wall is not connected on one end or the other
If everything but the Coaxial from the wall is plugged in this happens....just make sure it's screwed all the way down finger tight. (some push on)
No Lights on the Front of the Cable Box or says STANDBY
Cable box is not getting electricity or the power button needs to be hit. 1. Verify that BOTH Ends of the electrical cord are pushed in. 2. Press the power button on the front of the box(no remote using) 3. If the above doesn't work than you will need to verify if the problem is your home's electrical outlet or if it's the cable box.
To do this you will need to move the electrical cord to a different outlet. Plug it directly into the wall - not into another slot on the power strip If it was already plugged into the wall - we need to take the cable box to another room. Unplug everything and take the cable box and the electrical cord to another room If you get lights the problem is where you were plugging it in If you don't get lights than the problem is the box and you need it replaced.
Snow on screen
Snow on screen usually means: 1. The input channel on the TV has been changed to an Analog channel
2. Your cable has been hard disconnected 3. The coaxial cable on the back of your TV(when you don't use a Cable Box) is not plugged in.
If it's the input channel than grab your TV remote and use one of these buttons:
INPUT SOURCE TV/VIDEO
either hit the button multiple times to switch channels or use the arrow buttons to select the correct input channel.
If it's #2 than call your cable provider if it's #3 simply plug your coaxial from the wall to the TV(but only if you do NOT use a cable box.
Can only get Channel 3 everything else is snow or black screen
For this error I need to ask a couple quick qualifying question. Are you using a Cable Box? AND are you using 2 Coaxial cables to connect the wall > cable box > TV? 1. Yes I'm using a cable box and 2 Coaxial Cables.
You are changing the channel on your TV instead of on your Cable Box. Put the TV on channel 3 Hit the CBL, MOT(for motorola), SA(for scientific atlanta) or SAT(for satellite) Now hit Guide or try to change channel
2. No I am not using 2 Coaxial Cables but I AM using a Cable Box
You may have 2 kinds of Video Output cables plugged in at the same time If you have good quality cables like HDMI, Component, or even RCA you do NOT need to have a Coaxial Cable plugged into Cable Out and than connected to the TV.
remove the extra coaxial cable and put the TV on the correct Input Channel (ie...HDMI, Component, Video, AV...etc)
3. No I am not using a Cable Box - just a Coaxial from the wall to my TV
You need to do what's called a Channel Scan Grab your remote for the TV. Hit MENU > use the Arrows to select > SETUP > may have to hit Select/Enter/OK > Channel Scan / Auto Program
Get a drink this is gonna take a bit Once it's done you should be able to simply change channels normally.
No audio using new HDMI Cable
This occurs from 1 of 2 common issues: 1. Many Cable Boxes have a setting that you have to switch from Dolby Digital Surround to HDMI Digital Output.
Just hit Menu 2 times to get access to advanced settings. Go to either Audio Setup or Audio: Digital Output Change the setting to HDMI Digital Output Sound should come on when you make the change and follow the on-screen instructions for applying the new setting.
2. There is a sparsely known "glitch" spoken of only in secluded tech support basements.
For some odd reason that I wont get into the technical aspect of...sometimes a TV and an HDMI cable simply stop communicating with each other.
First pull the power on the TV Second pull out the HDMI cable from either the box or the TV(doesn't matter which) Third plug the TV back in and turn it on Finally plug the HDMI back into HDMI 1 and make sure the TV is on the HDMI 1 input channel.
Should work fine now. This also works for "No Signal" sometimes. Say about 50/50.
TV turns on and the Cable box turns off and vice-versa
You are using one of those cool remotes that lets you turn on and off multiple devices with the click of a single button.
Stop hitting All Power or System Power Turn on, the device that is currently off, manually without using a remote. You should have picture now and you can go back to hitting the All Power Button
Can only get Basic cable and none of the digital channels
If you do not use a Cable Box
You need to do a channel scan If you've done that than you have what is called a TRAP on your line outside that you can't remove without calling your cable provider.
If you do use a Cable Box
Call your cable provider because you have been accidentally downgraded to Basic Cable or you have signal loss on a massive scale.
Cable TV Troubleshooting Guide
What type of problem are you experiencing?
No Picture (hyperlink to section 1) Poor Reception (hyperlink to section 2)
Missing channels (hyperlink to section 3)
No Picture
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to schedule a trouble call. No 2. Does the TV that has the problem have a DCT (your digital box)? Yes No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have a picture now? Yes. No
4. Disconnect ALL other equipment connected to the TV or DCT? (i.e.: VCR , TiVo, etc.) Do you have a picture now? Yes. No
5. Disconnect TV from cable outlet, let sit for 1 minute, reconnect, and run the programming sequence on television. Do you have a picture now?
Yes. No
6. Please try another TV at that outlet, if possible. Do you have picture now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
Poor Reception
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to schedule a trouble call. No
2. Does the TV that has the problem have a DCT (your digital box)? Yes. No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have clear reception now? Yes. No
4. Disconnect DCT and plug television directly into the cable outlet on the wall. Do you have clear reception now? Yes. No
5. Disconnect ALL other equipment connected to the TV or DCT? (i.e.: VCR , TiVo, etc.) Do you have clear reception now? Yes. No
6. Please try another TV at that outlet, if possible. Do you have clear reception now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
Missing Channels
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to see if the problem is system wide. No
2. Does the TV that has the problem have a DCT (your digital box)? Yes No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have all of the channels now? Yes. No
4. Please re-run the setup on your TV. Do you have all of the channels now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
"No Signal" displayed on TV screen
"No Signal" is almost always 1 of 3 things: 1. The cable box is not turned on or has no power. 2. The video cable connecting the TV to the cable box is not plugged in. 3. The TV is on the wrong input channel. #1 is pretty basic, just make sure the cable box has electricity and the power button has been pushed. #2 is a little more complicated in that you need to know what cables connect the box to the TV. Go HERE for a step by step guide on how to plug in your cable box and determine what kind of cables you are using. Once you have determined what kind of cables you are using, simply plug it into the appropriate jack on the back the box and the TV and you should be fine. #3 applies to the above a bit as well. The back of your TV has a number of Jacks(plugs) on it. Each one of those jacks has it's own special channel outside of the normal numbered channels. To change the Input Channel on your TV you will need the remote control that came with your TV when you purchased it. Second you will need to find a button on that remote called
INPUT SOURCE TV/VIDEO
Press that button and it will either bring up a menu showing the below, or it will simply display one of the following:
Video 1, 2, & 3(RCA Cables) Component 1, 2, & 3 HDMI 1, 2, & 3
RGB(Computers) PC(Computers) Game(XBOX, PS3, WII) DVD Cable(Just using the Coaxial cable from the wall) TV(using the antenna jack and connecting it to an antenna on your roof)
If you can't find any of those buttons than your TV allows you to use the Channel Down button to move through the Input Channels. In this scenario you will put the TV on channel 2 and than hit Channel Down or Channel -(minus) once you get below channel 1 you will start to see the above. If you figured out which kind of cables you are using to connect the box to the TV than go to that channel either using the Up, Down, Left, Right arrows on your remote or changing the channel on the TV. If you didn't figure out which cables you are using, than just go through them all SLOWLY(5-10 seconds between each channel change so the TV can unscramble the video) :-)
One Moment Please, This Channel will be Available Shortly
This means one of a few things: 1. The cable box is connected to the cable company but it doesn't recognize the channels you are paying for. 2. Static buildup in the coaxial cable blocking a range of channel. 3. The Head-End(where the cable signal comes from) is having a problem. 4. Your account with your provider has you turned off for non-payment. 5. The provider of the channel is having a problem and has taken the channel offline. #3, #4 and #5 can only be dealt with by your cable provider. #1 and #2 have the same solution.
RAWR
RED Record light is on the front of DVR cable box but I'm not recording anything.
This issue has the same solution as above so keep reading for the fix.
Click the picture for a larger version Simply pull the electrical cord and UN-Screw the coaxial cable on Cable In. Count to 10 Screw the coaxial cable in than plug in the electrical cable in. And now we wait.
Scientific Atlanta cable box - just wait for the time to come up on the LCD panel on the front of the cable box. (this can take up to 5 very long minutes) > hit power on the cable box > wait till you see a pic > hit guide and off you go.
Motorola cable box - after plugging in the electrical cord wait about 60 seconds and if the cable box doesn't turn on by itself simply hit the power button once and wait while everything loads.(approx 2-3 minutes normally)
TIVO's are like computers - they take a really long time to load up and show a picture when you pull the power out of them. Go make a cup of coffee or a sandwich this will take a while. If you have no lights on the front simply hit the power button once the electrical cord is plugged in.(approx 3-10 minutes depending on if it decides it needs to download and update something.)
Not Authorized for use
This is primarily a Scientific Atlanta error. It's equivalent on Motorola is "One moment please, this channel will be available shortly." 1. If you use 2 coaxial cables: 1 from the wall to the cable box and 1 from the TV to the cable box you may have the coaxial cables switched.
go to the back of the cable box and switch Cable IN and Cable OUT(sometimes called RF IN and OUT) Use the picture from the above solution for reference.
2. If you have not paid your bill, this is the message you get when the cable company locks your account.
call your cable provider and get your bill paid or find out why they didn't apply your payment.
3. Paid your bill but the message never went away - you may have had the cable box bypassed so you could get basic cable while your account was blocked.
check to see if the cable from the wall is plugged into the TV or the cable box. from the wall, it should be plugged into Cable IN put the TV on the correct input channel (ie...HDMI, Video 1, AV 1)
4. The cable from the wall is not connected on one end or the other
If everything but the Coaxial from the wall is plugged in this happens....just make sure it's screwed all the way down finger tight. (some push on)
No Lights on the Front of the Cable Box or says STANDBY
Cable box is not getting electricity or the power button needs to be hit. 1. Verify that BOTH Ends of the electrical cord are pushed in. 2. Press the power button on the front of the box(no remote using) 3. If the above doesn't work than you will need to verify if the problem is your home's electrical outlet or if it's the cable box.
To do this you will need to move the electrical cord to a different outlet. Plug it directly into the wall - not into another slot on the power strip If it was already plugged into the wall - we need to take the cable box to another room. Unplug everything and take the cable box and the electrical cord to another room If you get lights the problem is where you were plugging it in If you don't get lights than the problem is the box and you need it replaced.
Snow on screen
Snow on screen usually means: 1. The input channel on the TV has been changed to an Analog channel
2. Your cable has been hard disconnected 3. The coaxial cable on the back of your TV(when you don't use a Cable Box) is not plugged in.
If it's the input channel than grab your TV remote and use one of these buttons:
INPUT SOURCE TV/VIDEO
either hit the button multiple times to switch channels or use the arrow buttons to select the correct input channel.
If it's #2 than call your cable provider if it's #3 simply plug your coaxial from the wall to the TV(but only if you do NOT use a cable box.
Can only get Channel 3 everything else is snow or black screen
For this error I need to ask a couple quick qualifying question. Are you using a Cable Box? AND are you using 2 Coaxial cables to connect the wall > cable box > TV? 1. Yes I'm using a cable box and 2 Coaxial Cables.
You are changing the channel on your TV instead of on your Cable Box. Put the TV on channel 3 Hit the CBL, MOT(for motorola), SA(for scientific atlanta) or SAT(for satellite) Now hit Guide or try to change channel
2. No I am not using 2 Coaxial Cables but I AM using a Cable Box
You may have 2 kinds of Video Output cables plugged in at the same time If you have good quality cables like HDMI, Component, or even RCA you do NOT need to have a Coaxial Cable plugged into Cable Out and than connected to the TV.
remove the extra coaxial cable and put the TV on the correct Input Channel (ie...HDMI, Component, Video, AV...etc)
3. No I am not using a Cable Box - just a Coaxial from the wall to my TV
You need to do what's called a Channel Scan Grab your remote for the TV. Hit MENU > use the Arrows to select > SETUP > may have to hit Select/Enter/OK > Channel Scan / Auto Program
Get a drink this is gonna take a bit Once it's done you should be able to simply change channels normally.
No audio using new HDMI Cable
This occurs from 1 of 2 common issues: 1. Many Cable Boxes have a setting that you have to switch from Dolby Digital Surround to HDMI Digital Output.
Just hit Menu 2 times to get access to advanced settings. Go to either Audio Setup or Audio: Digital Output Change the setting to HDMI Digital Output Sound should come on when you make the change and follow the on-screen instructions for applying the new setting.
2. There is a sparsely known "glitch" spoken of only in secluded tech support basements.
For some odd reason that I wont get into the technical aspect of...sometimes a TV and an HDMI cable simply stop communicating with each other.
First pull the power on the TV Second pull out the HDMI cable from either the box or the TV(doesn't matter which) Third plug the TV back in and turn it on Finally plug the HDMI back into HDMI 1 and make sure the TV is on the HDMI 1 input channel.
Should work fine now. This also works for "No Signal" sometimes. Say about 50/50.
TV turns on and the Cable box turns off and vice-versa
You are using one of those cool remotes that lets you turn on and off multiple devices with the click of a single button.
Stop hitting All Power or System Power Turn on, the device that is currently off, manually without using a remote. You should have picture now and you can go back to hitting the All Power Button
Can only get Basic cable and none of the digital channels
If you do not use a Cable Box
You need to do a channel scan If you've done that than you have what is called a TRAP on your line outside that you can't remove without calling your cable provider.
If you do use a Cable Box
Call your cable provider because you have been accidentally downgraded to Basic Cable or you have signal loss on a massive scale.
Cable TV Troubleshooting Guide
What type of problem are you experiencing?
No Picture (hyperlink to section 1) Poor Reception (hyperlink to section 2)
Missing channels (hyperlink to section 3)
No Picture
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to schedule a trouble call. No 2. Does the TV that has the problem have a DCT (your digital box)? Yes No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have a picture now? Yes. No
4. Disconnect ALL other equipment connected to the TV or DCT? (i.e.: VCR , TiVo, etc.) Do you have a picture now? Yes. No
5. Disconnect TV from cable outlet, let sit for 1 minute, reconnect, and run the programming sequence on television. Do you have a picture now?
Yes. No
6. Please try another TV at that outlet, if possible. Do you have picture now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
Poor Reception
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to schedule a trouble call. No
2. Does the TV that has the problem have a DCT (your digital box)? Yes. No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have clear reception now? Yes. No
4. Disconnect DCT and plug television directly into the cable outlet on the wall. Do you have clear reception now? Yes. No
5. Disconnect ALL other equipment connected to the TV or DCT? (i.e.: VCR , TiVo, etc.) Do you have clear reception now? Yes. No
6. Please try another TV at that outlet, if possible. Do you have clear reception now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
Missing Channels
1. Does this problem exist on all Televisions? Yes- call (281) 225-1000 to see if the problem is system wide. No
2. Does the TV that has the problem have a DCT (your digital box)? Yes No
3. Unplug/ reconnect DCT cables to both the wall outlet and the television, verifying the cables are tight. Also make sure that the TV itself is on channel 3. Do you have all of the channels now? Yes. No
4. Please re-run the setup on your TV. Do you have all of the channels now? Yes. No- please call (281) 225-1000 to schedule a trouble call.
