Digital Box not working
Solutions to issues that may cause your Optik TV digital set top box to stop working.
Most issues you'll encounter with your TELUS digital set top box (STB) can be solved using one of the solutions below. This guidance also applies to your personal video recorder (PVR) set top box.
Note
: If the box is working but there is no audio or video, go to the video not working
and audio not working
pages.First steps checklist
- Is the switch on your power bar on?
- Is the Optik TV digital box and your television plugged in and the power turned on?
- Are all the cables connected to your devices securely connected?
- Is your remote working?
- Does the remote need new batteries?
- Verify that no object is blocking the remote signal to the set top box
- Make sure you are on the right source/input for your TV (HDMI, component, AV, etc.)
If the problems are not this simple, check how many set top boxes are having a problem.
If it is one STB, focus on checking power and connections. If one or more but not all are having a problem, check the cables and wiring – it could be a non-standard or defective Ethernet or HDMI video cable. Borrow or purchase a new Ethernet cable and see if it fixes the problem. If the issue persists, try replacing the HDMI cable, then move on to the other cable types until you isolate the problem. If all STBs are out, start checking at the gateway, then the STB/PVR.
My TV is on but my digital box is off
If your TV is on, but the oval light surrounding the power button is not green, press
OK
on your remote.
Ensure that your Optik TV PVR or set top box is plugged in and powered on.
My digital box doesn’t respond to my remote
- Press thePowerbutton. It could be on the front or the top of the box, depending on your box. (Don't use theOptik TV remotein case the batteries are low.)
- If you can now see programming:
- Ensure there’s nothing blocking the remote’s signal from reaching your TV
- Check that your remote is set to the right mode/input
- Ensure the batteries are fresh and installed properly
Some of my digital boxes are not working, some are
For the non-working box(es), select which of the following best describes what you’re seeing:
None of the box’s lights are on, nothing is on the TV
- Check the power source
- If the digital box is plugged into a power bar:
- Make sure the power bar is turned on
- Check to see if other electronics plugged into the power bar have power
- If the digital box is plugged into a power outlet:
- Ensure it’s a working power outlet by testing with other electronics
- Try plugging the digital box power cord into another outlet
- Unplug the digital box power cord from the outlet and plug it back in
- Press OK on the remote
- If the digital box’s oval power light is not green, press OK on the remote
- Press the Power button on the box
- Press the Power button on the front of the box (not the remote)
- Check your remote
- If the power button turns the box on and you can now see programming:
- Ensure there’s nothing blocking the remote’s signal from reaching your TV
- Check that your remote is set to the right mode/input
- Ensure the batteries are fresh and installed properly
- Power is on but no picture
- If the power light comes on but the TV still doesn’t have a picture, visitMy TV has no signal
- Reboot the box
- If the digital box still does not work, try rebooting it. Simply unplug it, then plug it back in
- If your digital box or PVR continues to be unresponsive, it may need to be replaced. Please contact us at 310-MYTV (310-6988)
Power light is on, but the green Link light is off
If the green link light is
off
, check which type of connection you have: Follow the appropriate instructions below.
Ethernet
- Try reseating: unplug and replug the cables at the digital box, wall and modem
- Try a different LAN port on your modem
- Try a different Ethernet cable if possible
- If the Link light comes on, reboot the box (simply unplug it, then plug it back in)
If the Link light is still off, please call us at 310-MYTV (310-6988).
Coaxial
- Check to see if the HPNA/COAX light on your modem is on
- If the light is off, verify all the connections are secure
- If the HPNA/COAX light comes on and the Link light is on, reboot the digital box (simply unplug it, then plug it in again)
If the Link light is still off, contact us at 310-MYTV (310-6988).
Adapter
If you have a coaxial connection and a black adapter that plugs into the power, please check and make sure the adapter is plugged in and the lights are solid.
No Connection
If you have no connection, please connect an Ethernet or coaxial cable into the box to confirm if that brings the Link light and picture back to your TV.
If the Link light is still off, try rebooting the gateway and then reboot the digital box. If you are still experiencing a problem, please call us at 310-MYTV (310-6988).
Power and Link lights are on
- If you have any Ethernet connections, try reseating the cables at the digital box, wall and modem ends
- If your connection is coaxial, ensure all the connections are tight
- Reboot your digital box. (Simply unplug it, then plug it in again)
- If the box is still not working, please call us at 310-MYTV (310-6988)
None of my digital boxes are working
If the problem affects
all
of your digital boxes:- Confirm that your internet is working by surfing to a favourite website. If your internet is not working, checkhere.
- Check your modem to see if the wires connecting your digital boxes are tight and that the lights are on:
- If you are connecting via coaxial cable, you should see the HPNA/COAX light on. If the HPNA/COAX light is not on, check the connections and retighten if any are loose. Check your adapter behind the TV box as well to make sure it is plugged in.
- If you are connecting via Ethernet cable, you should see the Ethernet lights on. If they are not on, unplug the cable from both ends and plug it back in again
- Restart your modem, PVR and digital boxes – in this order:
- Unplug the modem, wait 5 seconds, then plug it back in
- Once the modem is running, unplug and plug in the PVR
- Then, if necessary, unplug and replug any other digital boxes that were not working
- If there are still some TVs not working, go toSome of my digital boxes are not working, some are
If you still do not have TV service on any of your digital boxes, please call us at 310-MYTV (310-6988).
Does my digital box need to be replaced?
Your digital box may need to be replaced if you experience either of these two scenarios:
- You see ALL of the following:
- All lights on the front of the box are on:
- Green oval ring surrounding the power button
- Green link light
- Blue HD light, and
- Red recording light
- Box doesn’t respond to your remote
- You can't turn off the box by pressing the power button
- No picture on your TV
- You see a RED X with a 1-9 or 10 underneath
If you are experiencing either of these scenarios, please call 310-MYTV (310-6988).
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