Troubleshoot Pik TV errors & issues

1. Login

Your TELUS TV Digital Box should log you in automatically to the Pik TV app during your first-time install. If your automatic login fails, you will need to manually login with your My TELUS username and password.

• If you have forgotten or need to reset your username or password, please visit telus.com/mytelus.

2. Internet connectivity

In case of issues with TELUS TV Digital Box performance or if a warning message appears notifying you that your internet connection may not be optimal or has been lost, you can check your Wi-Fi connection or try rebooting your box.

• To check your Wi-Fi connection and signal strength, from the home screen navigate to Settings → Device settings → Network and Internet. You will see a list of available networks, including any that you are currently connected to. To check your signal strength, select the network you are connected to and scroll down to Signal strength. You may also select Forget this network to disconnect.
• To reboot your TELUS TV Digital Box, from the home screen navigate to Settings → Device settings → Device Preferences → About → Reboot
• If you have a weaker signal, try moving your TELUS TV Digital Box to a location where a stronger signal strength is available or connect with an Ethernet cable (not supplied).

3. TELUS Remote

Pairing your TELUS Remote and your TELUS TV Digital Box

• Your TELUS Remote is able to control your TELUS TV Digital Box using Infrared (IR) connectivity by default right out of the box.

• For the most reliable connection, it is recommended to pair your TELUS Remote with your TELUS TV Digital Box using Bluetooth. Bluetooth connectivity has a longer working range than IR and does not require a direct line of sight between the remote and box. This gives you more freedom for where you place your TELUS TV Digital Box. Bluetooth connectivity is also required for Google Assistant connectivity.

• Please see Using your TELUS Remote and Google Assistant to control your TELUS TV Digital Box with your voice for more information.

• During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be prompted to pair your TELUS remote with your TELUS TV Digital Box via Bluetooth. In most cases, your remote will pair automatically - you will see Status: Remote control paired once the TELUS Remote has been successfully paired. If you do not see this after 10-15 seconds, simply press the 7 and 9 buttons for 3 seconds to pair. If your remote becomes unpaired at any time, you can always reconnect by pressing the 7 and 9 buttons for 3 seconds. If your remote is unresponsive, check your batteries, or try un-pairing and re-pairing the remote by following these steps:

1. Press and hold the 4 & 6 buttons until the LED on your TELUS remote lights up solid green.
2. Press OK and wait for the LED to flash green twice (the remote has now been un-paired from your TELUS TV Digital Box).
3. Press any key and wait a few seconds (this will cause your remote to connect via IR mode).
4. The LED should now be flashing white with any key press
5. Press the OK button on the remote while pointing the remote at your TELUS TV Digital Box. This will trigger the Bluetooth pairing mechanism between your TELUS remote and TELUS TV Digital Box.

If all of the above fails, please contact us for a replacement.

Controlling your TV with your TELUS Remote

• During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be given the option of controlling your TV’s power and volume using the TELUS remote.

• When prompted with the screen asking ‘Would you like to control your TV using your remote’ select Yes to proceed. Your TELUS TV Digital Box should automatically recognize the make of your TV, and you will be prompted to test the volume buttons. If they are working, select Yes, continue to proceed with your setup. If they aren’t working, select No, try again to retry.

• If your TELUS TV Digital Box cannot identify your TV make, you can select it from a drop-down menu, and proceed with testing the volume buttons.

• At any point after the first-time installation, you can choose to control your TV using your TELUS Remote. From the Home screen, navigate to Settings → Device settings → Remotes & Accessories → Program Remote with TV/Home Theatre and follow the steps on screen.

Please note that controlling speakers and home theatres with the TELUS Remote is not currently supported.

Factory reset your TELUS remote:

• To restore your TELUS Remote to original factory settings, simply press and hold the 1 and 9 buttons simultaneously on the remote number pad for 4 seconds.
  When you see a solid green LED on the remote, press OK. The green LED will turn off and a white LED will start flashing.

• Once the white LED starts flashing, the factory reset is complete. You can now set up the TELUS Remote as detailed in the Pairing your TELUS Remote with your TELUS TV Digital Box section above.

• For more information on the TELUS Remote including Google Assistant, checking battery life and keeping your TELUS Remote up to date, please visit the TELUS Remote support page.

4. Factory reset your TELUS TV Digital Box

• To factory reset your TELUS TV Digital Box, from the home screen, navigate to Settings → Device Preferences → Factory reset. Please note that this will erase all data from the box, including any downloaded applications or saved passwords. Factory resetting your TELUS TV Digital Box should be done as a last resort.

1. Accessibility

To enable Closed Captioning or Described Video, navigate to Settings from your Home screen.

You can do more with accessibility preferences such as customising your Closed Captioning appearance and colour settings, enabling high-contrast text and more from your Home screen and navigating to Settings → Device settings → Device Preferences → Accessibility.

2. Google Account

In order to make the most of your entertainment experience, we recommend that you sign in to your Google account. This will give you access to 1000s of apps available for download from the Google Play Store to help you access the content you enjoy.

Please note that Netflix, Amazon Prime Video and YouTube come pre-installed on the TELUS TV Digital Box.

At any time, you can sign in or out of your Google account. From the Home screen, navigate to Settings → Device settings → Accounts & Sign-In. Please note that if you sign out of your Google account, any applications that you have downloaded from the Google Play Store may not receive automatic updates.

3. Google Assistant

During the first time setup of your TELUS TV Digital Box, you can choose whether to enable Google Assistant voice control on your TELUS remote. Note that a Google Account login is not required to access Google Assistant voice control functionality.

At any time, you can change your Google Assistant settings and preferences. From the Home screen, navigate to Settings → Device settings → Device Preferences → Google Assistant

4. Language

Change your language between English (Canada), English (United States) or French from the Home screen by navigating to Settings → Language preferences

5. Screensaver

Your screen saver is currently set to turn off after 5 minutes of inactivity while browsing, and your TELUS TV Digital Box is set to go to sleep after 4 hours of inactivity.

Note - your screen saver will not turn on while your TELUS TV Digital Box is in playback mode, playing live TV or On Demand programming.

To customise your screen saver and sleep preferences, from the Home screen, navigate to Settings → Device Settings → Device preferences → Screensaver

You can choose what to display for your screen saver. Choices include Turn screen off, Backdrop - a selection of images or Colours - a moving coloured display
You can customise how long it should take for the screen saver to activate after a period of inactivity. Time intervals include 5 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours or never

You can also customise when your TELUS TV Digital Box should go to sleep after a period of inactivity. Time interval include 30 minutes, 1 hour, 2 hours, 3 hours, 4 hours, 8 hours or never

6. System sounds

Your TELUS TV Digital Box is set to make a small sound whenever your TELUS Remote buttons are pressed to navigate the user interface. To turn this sound off, from the Home screen, navigate to Settings → Device Settings → Device preferences → Sound

Having issues with your TELUS TV Digital Box? Many issues may be resolved by rebooting your device. To reboot your TELUS TV Digital Box from the Home screen, navigate to Settings → Device Settings → Device Preferences → About → Reboot. Alternatively, you can unplug your TELUS TV Digital Box for 15 seconds and plug it in again.

If the issue persists, the table below outlines error codes and error messages found on Pik TV and Optik TV and how best to resolve them.