Optik TV support

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Optik TV / Getting started

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Getting started

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New to Optik TV? Get started here for help setting up with your Optik TV services & hardware.

Optik TV Support | Getting started | TELUS

Optik TV / Getting started / Information for new customers

Information for new customers

Optik TV / Getting started / Setting up your PVR & Digital Box

Setting up your PVR & Digital Box

Optik TV / Getting started / Setting up your remote

Setting up your remote

Optik TV / Getting started / Setting up your My TELUS account

Setting up your My TELUS account

Information for new customers and instructions on how to get set up.

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Optik TV / Fixing an issue

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Fixing an issue

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Need help fixing an issue with your Optik TV? Browse through our Support articles for helping on fixing your issue.

Optik TV Support | Fixing an issue | TELUS

Optik TV / Fixing an issue / Troubleshooting tools

Troubleshooting tools

Optik TV / Fixing an issue / Video & picture issues

Video & picture issues

Optik TV / Fixing an issue / Warranty & repair information

Warranty & repair information

Optik TV / Fixing an issue / PVR recording issues

PVR recording issues

Optik TV / Fixing an issue / Optik TV audio issues

Optik TV audio issues

Optik TV / Fixing an issue / Error codes on Optik TV

Error codes on Optik TV

Optik TV / Fixing an issue / Remote control issues

Remote control issues

Optik TV / Fixing an issue / Resetting your Digital Box

Resetting your Digital Box

Help with getting your hardware and services working again.

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Optik TV / Managing your account

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Managing your account

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Browse our helpful articles for more information on managing your Optik TV account & service

Optik TV Support | Managing your account | TELUS

Optik TV / Managing your account / Transferring or moving your service

Transferring or moving your service

Optik TV / Managing your account / Resetting your Optik TV password

Resetting your Optik TV password

Optik TV / Learning about your services / Managing your PVR recordings

Managing your PVR recordings

Optik TV / Managing your account / Adding or removing channels & theme packages

Adding or removing channels & theme packages

Find how to make changes to your account and services.

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Optik TV / Learning about your services

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Learning about your services

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Learn more about your Optik TV service and hardware.

Optik TV Support | Learning about your services | TELUS

Optik TV / Learning about your services / Optik TV apps

Optik TV apps

Optik TV / Learning about your services / Preventing unwanted purchases

Preventing unwanted purchases

Optik TV / Learning about your services / Specialty channels & streaming services

Specialty channels & streaming services

Optik TV / Learning about your services / Adjusting your TV picture size

Adjusting your TV picture size

Optik TV / Learning about your services / Information on parental controls

Information on parental controls

Optik TV / Learning about your services / Purchasing & watching On Demand content

Purchasing & watching On Demand content

Optik TV / Learning about your services / Accessibility features on Optik TV

Accessibility features on Optik TV

Optik TV / Learning about your services / Optik TV 4K features

Optik TV 4K features

Optik TV / Learning about your services / Optik TV channel guide

Optik TV channel guide

Optik TV / Learning about your services / Pausing and rewinding on Optik TV

Pausing and rewinding on Optik TV

Optik TV / Learning about your services / TELUS Home Assistant for Optik TV

TELUS Home Assistant for Optik TV

Optik TV / Learning about your services / Other Optik TV features

Other Optik TV features

Optik TV / Learning about your services / Referrals

Referrals

Learn how to get the most out of your hardware and services.

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For assistance with your Optik TV service & hardware.

 Troubleshooting Optik TV audio issues

Use our easy to follow step-by-step guide to fix common Optik TV audio issues.

Can't watch Optik TV?

Troubleshoot common issues with Optik TV.

Optik TV error messages

Below are Optik TV's most common error codes and simple tricks for fixing them. While error codes may occasionally come up, they should not be commonplace.

<table> <tr> <td> Error message </td> <td> Description </td> </tr> <tr> <td> Optik TV is initializing </td> <td> At this time, the digital box is attempting to connect back to our TV center. If the screen is seen longer than 15 minutes, please follow <a href="/support/article/my-tv-has-no-video-initializing">My TV is initializing</a>. </td> </tr> <tr> <td> Recording list is unavailable </td> <td> When your digital box and PVR become out of sync, recordings will be unavailable. This error can also occur on the PVR when it did not boot properly. To resolve, simply reboot your PVR and allow it a few moments after it has tuned to a Live TV channel for the recordings to be available again. </td> </tr> <tr> <td> Green screen </td> <td> Your digital box has gone into Standby Mode after 4 hours of inactivity. Pressing "OK" on your remote will bring Live TV back. </td> </tr> <tr> <td> Your television cannot support hdcp video over your high definition connection </td> <td> When connections are attempted between your TV, your video cable and your digital box they can sometimes fail resulting in this error message. These errors can be random and sometimes more frequent but can often be resolved with a few simple troubleshooting steps. For more information, refer to <a href="/support/article/hdmi-troubleshooting">HDMI troubleshooting</a>. </td> </tr> <tr> <td> Error code 403 </td> <td> This error can come up in different situations. The most common one is seen within applications (e.g. Netflix, YouTube) or in our Video On Demand storefront. To resolve this problem, <a href="https://www.telus.com/en/support/article/how-to-reboot-your-optik-system">reboot your digital box</a>. </td> </tr> <tr> <td> Error code 0 </td> <td> To resolve this problem, <a href="https://www.telus.com/en/support/article/how-to-reboot-your-optik-system">reboot your digital box</a>. </td> </tr> <tr> <td> Error code 505 </td> <td>To resolve this problem, <a href="https://www.telus.com/en/support/article/how-to-reboot-your-optik-system">reboot your digital box</a>. </td> </tr> <tr> <td> LP1008 </td><td>"Something unexpected happened. Please try again later (LP1008)." This error is due to a backend account linkage issue. To troubleshoot this issue, please make sure you: 1) Have a My TELUS account and have completed registration 2) Are subscribed to TV services if you are trying to access the Optik App/Pik App.</ol>If the issue persists, please <a href="/contact-us">contact us</a>. </td> </tr> <tr> <td> HD PVR is offline </td> <td> Recording capabilities may have been disabled. <a href="/contact-us">Contact us</a> and we will re-enable them for you. </td> </tr> <tr> <td> PVR is starting, please wait... </td> <td> After rebooting the PVR, it can take a few moments to be ready. The amount of time it takes depends on how many recordings there are. Simply allow the PVR a few moments and it will be ready on its own. </td> </tr> <tr> <td> Account unavailable / client has been disabled / quit client </td> <td> There may be a problem on our end. Please <a href="/contact-us">contact us</a> for assistance. </td> </tr> <tr> <td> Please enter a registration / activation code </td> <td> Digital box should register automatically after a few moments if you acquired the digital box directly from TELUS. Otherwise, <a href="/contact-us">contact us</a> and we will provide you with a registration code </td> </tr> <tr> <td> The application you have tried to access is temporarily unavailable </td> <td> Please allow a few moments and try again. If the issue persists, a reboot of the affected digital box may be required. </td> </tr> <tr> <td> Arris problem detected </td> <td> The word "Arris" and a loading bar will pop up on your TV screen. A reboot of the digital box will normally solve the issue. </td> </tr> </table>

Troubleshoot common error codes on Optik TV.

Lost recordings

If you try to record more HD programs than your digital box has space for, a recording conflict alert will appear. Cancel at least one recording to resolve this problem.

How to cancel or change a program to resolve a recording conflict

Fix, program, or replace your Optik TV remote control

Let’s help you get your Optik TV remote control back up and running or help you get a new one

Digital Box not 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](https://www.telus.com/en/support/article/my-tv-has-no-video "Optik TV video not working") and [audio not working](https://www.telus.com/en/support/article/optik-tv-audio-problems "Optik TV audio not working") pages.

Solutions to issues that may cause your Optik TV digital set top box to stop working.

Instructions for a full reboot of your TELUS Internet and Optik TV services

Follow this simple guide on how to fully reboot your internet and Optik TV services

Setting up your Optik TV remote control

Instructions for pairing a remote with Optik TV

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Optik TV Support | TELUS

Optik TV support

Getting started

Fixing an issue

Managing your account

Learning about your services

Suggested articles for you

Step-by-step help

Troubleshooting Optik TV audio issues

Step-by-step help

Can't watch Optik TV?

Optik TV error messages

Lost recordings

Step-by-step help

Fix, program, or replace your Optik TV remote control

Digital Box not working

Instructions for a full reboot of your TELUS Internet and Optik TV services

Setting up your Optik TV remote control

View related products & services

Accessibility at TELUS

Account & Billing

Internet

Service terms & alerts