Troubleshooting

What should I do if I cannot turn on my Optik TV™?

• Press the power button on the front panel of your digital
  box
• Make sure that all your power cords are completely inserted into a power outlet
• Ensure that your TV set is plugged into a working power outlet
• If the Optik TV digital box is plugged into a power bar or surge protector, make sure that the power bar is on and has not tripped If it has tripped, press the reset button on the power bar to restore power
• If the digital box is connected to a switched electrical outlet, make sure that the switch is on
• If the green LED light at the front of the Optik TV digital box lights up, your box is now on and working

What should I do if my Optik TV digital box does not initialize?

• Check to ensure that your modem or router is operating and that all cords are properly connected
• Turn the power on the digital box off and on, by plugging in/out the power cord of the digital box

What should I do if my Optik TV digital box does not respond to my remote control?

• Check the batteries in your remote
• Press the TELUS STB button at the top of the remote
• Change channels using the buttons on your digital box
• If this works, check the remote control batteries
• Note if the buttons light up when you press them If not, check the remote control batteries
• If your remote control works with your Optik TV digital box but not with your TV or VCR/DVD, try re-programming the remote control using the codes in the remote control user guide available on telus.com/tvhelp
• Ensure that there is a clear path between the remote control and the equipment If necessary, clean the infra-red receivers on the equipment

What should I do if there is no audio or poor audio quality?

Check to ensure that the audio output cables from the Optik TV digital box to the TV are firmly connected

What should I do if the power light on the Optik TV digital box is on, but I have a snowy screen on my TV?

• If your TELUS remote control is programmed to control your TV, press the TV button, and then press the TV/Video button to cycle through your video inputs
• Refer to your TV's remote control setup guide to change video inputs on your TV
• If you are unable to switch between video inputs by using your remote(s), refer to your TV's user guide for further instructions
• Check to ensure that your cables are firmly attached

What should I do if some programs have black bars on the side of the screen?

The black bars appear when you watch standard definition programming on your HDTV You can minimize or remove the black bars on the side of your screen by pressing OPTIONS on your remote control and navigate to select the optimum setting for your TV

What should I do if the Optik TV digital box seems to be stuck or frozen on a screen?

Try pressing the MENU button on your remote control If the MENU page is not displayed, initiate the reset procedure, by plugging in/out the power cord of the digital box.

What should I do if pixelization occurs on all channels?

• Unplug all equipment for 10 seconds, and then plug it back in, beginning with the modem and including all devices up to the Optik TV digital box.
• You will have one of the following modems:
  • D-Link 3810
  • Actiontec
• You may also have these additional devices:
  • SMC Switch
  • HCNA
• If the problem persists, please call 310-MYTV (6988).

What should I do if the Interactive Programming Guide does not load?

To restore a temporary loss of the Interactive Programming Guide please reset your Optik TV digital box by unplugging the power cord from the back of the box, waiting 10 seconds, then plugging it back in.

It will take approximately 5 minutes for the Interactive Programming Guide to reload. If it does not reload within this timeframe, please call 310-MYTV (6988).

Having issues with PVR, such as recordings being deleted?

Check out the PVR FAQs for more information.