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Possible Causes
The remote may need new batteries, or the batteries may be installed incorrectly.
What to Do
Make sure the batteries are snugly in place and in the correct position, and try again.
Replace the batteries and try again.
Possible Causes
The remote may be in the wrong mode.
The remote may need new batteries (there may be enough power for the light to flash, but not enough to send an adequate signal).
The remote might not be programmed to the best code for the device, or may have accidentally been reprogrammed to the wrong code.
The set-top box may be “locked up”.
What to Do
Press the appropriate mode button (Audio, VCR, TV, or CBL) and try again.
Replace the batteries and try again.
Follow the instructions that came with the remote to program it for the appropriate device. Keep trying different codes until you find the one that works best.
Reset the set-top box:
1. Unplug the box from the power source, and plug it in again.
2. After the box finishes rebooting, try again.
Possible Causes
These features are not available at this time.
What to Do
Watch for information from WCTA informing you when the services are added.
Possible Causes
The “Power” button puts the box in “Standby” mode but there is still power coming to the box.
What to Do
To completely turn the box off, unplug it from the power source.
Possible Causes
You answered the phone before it rang, and the call didn`t connect properly.
What to Do
Make sure to wait for the phone to ring before answering it.
Possible Causes
Caller ID won`t appear when you`re watching a DVD or VCR.
The option may have been disabled under “Settings/Preferences”.
You have recently stopped a phone service such as Find Me or Telemarketer Screening, and the required “trigger” was removed from the switch.
You are not subscribed to the service.
What to Do
See if the service works when you`re watching TV (not a DVD or VCR).
Check that the “Enable Caller ID” box is checked in “Settings/Preferences”.
Call WCTA to verify you are subscribed to the service, and/or see if the appropriate trigger needs to be added.
What to Do
Follow the instructions in the User Guide to access Settings/Preferences and uncheck the box next to “Enable caller ID”.
What to Do
Follow the instructions in the User Guide to change the “Caller ID Timeout” field in Settings/Preferences to a different time.
What to Do
Press the Menu button on your remote and open your Vault.
Bring the highlight down to Caller ID (note that this option is BELOW the Messages option).
Press OK.
What to Do
Follow the instructions in the User Guide to set up parental controls to block those types of programs.
To prevent the names of blocked programs from appearing in the guide, make sure the “show info for blocked programs“ box is not checked.
Possible Causes
The “blocked Channels” box is not checked.
You exited out of the “Settings/Preferences” screen before saving the Blocked Channel changes.
What to Do
Make sure the box next to “Channel Blocking” is checked in the “Settings/Preferences.
Make sure to save the changes on the “Settings/Preferences” option before moving to another tab or option.
Possible Causes
Parental controls might be unlocked.
The programs might not be rated.
You might be signed in as a different user (if “Enable login” is checked and additional users were created in “Settings/Preferences”).
What to Do
Press the Menu button on your remote and verify that the Parental Controls lock icon is closed. If not, press the OK button on your remote to lock it.
To block all unrated programs, check “Block Unrated Programs” on the Master User parental controls. Press the Menu button on your remote and see which user name displays in the bottom left corner of the menu bar.
Possible Causes
You may have misspelled the program name.
You may have accidentally deleted your search text by pressing OK while the text box was highlighted.
You did a quick search but need to do an extended search.
The set-top box may have rebooted and is reloading the program guide.
What to Do
Verify the spelling is correct.
Make sure to bring the highlight down to the “Search Guide” box before pressing OK.
Try an extended search.
Wait for the program guide to finish loading.
What to Do
With the white text box immediately under the word “Search” highlighted, press the OK button on your remote. This brings up the text entry window. Use your navigation arrows to move to the letters you want to select, and press the OK button for each letter.
Possible Causes
The Search must finish before the system will respond.
What to Do
Wait until the asterisk (*) no longer appears at the top left of the search window, and try again.
Possible Causes
The Search must finish before the system will respond.
What to Do
Wait until the asterisk (*) no longer appears at the top left of the search window, and try again.
Possible Causes
The extender that receives the signal may not be facing the remote control.
Sunlight may be interfering with the IR signal.
The sender might have the wrong light setting.
What to Do
Reposition the extender and try again.
Block the incoming sunlight and try again.
Change the light setting on the signal sender and try again.
Possible Causes
The station time might be slightly different from the set-top box time.
What to Do
Follow the instructions in your user guide to access the “Settings/Preferences” option, and change “Non PPV/Autotune” time to 2 minutes.
Possible Causes
The Cancel option only closes the window; it does not actually cancel the autotune.
What to Do
If you would prefer to be able to choose whether to tune into a scheduled event, use the “Reminder” option instead of the “Autotune.”
Possible Causes
You might have pressed the OK button on your remote enough extra times to remove it from your favorites list.
What to Do
To add a channel you are viewing to your favorites list again, press the OK button on your remote to access the option to add the channel to your list.
Possible Causes
You have pushed the OK button on your remote an extra time.
What to Do
Press the OK button again to add the channel to your favorites list, or press the Exit button to close the window.
Possible Causes
This feature is not available on all remotes.
What to Do
Press the Guide button until you see the Favorites list you want.
What to Do
Type in the channel number, or press the Guide button on your remote until you are viewing a guide list that includes the channel.
Possible Causes
You changed the Guide list by pressing the Guide button more than once.
What to Do
Press the Guide button until you see your Favorites list, then select a channel from the list to begin using the list.
Possible Causes
The list might have been deleted by the Master User.
You might be signed in as a different user (if “Enable login” is selected and a user was created in Preferences/Settings)
What to Do
Follow the instructions in your user guide to work with the Favorites options.
Press the Menu button on your remote and see which user name displays in the bottom left corner of the menu bar.
Possible Causes
The program may be blocked by the master user parental controls.
What to Do
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
Check the parental controls under Settings/Preferences”.
Possible Causes
The set-top box has rebooted. It was either unplugged from a connection, or remotely rebooted by WCTA for maintenance purposes.
What to Do
Make sure all cables are securely connected to the set-top box, wall jacks, switches and/or routers.
After the set-top box reboots, the program guide will slowly reload.
Possible Causes
The set-top box needs to be rebooted.
What to Do
Reset the set-top box:
1. Unplug the box from the power source (thinnest cord coming from back of box).
2. Plug the box back into the power source.
3. After the box finishes rebooting, try again.
What to Do
Follow the instructions in the User Guide to set up parental controls to block those types of programs.
If you don’t want the titles of blocked programs to display in the guide, go to Settings/Preferences and make sure the “Show Info for Blocked Programs” is not checked.
Possible Causes
You might be in a “Favorites” list that doesn`t include the channel(s).
The channels may have been blocked by the master user.
Your package may have changed.
What to Do
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
See if channels have been blocked under “Settings/Preferences”.
Call WCTA to see if your package has changed.
Possible Causes
The remote may be in the wrong mode.
The remote may need new batteries (there may be enough power for the light to flash, but not enough to send an adequate signal).
The set-top box may be “locked up”.
What to Do
Press the TV or CBL button and try again.
Replace the batteries and try again.
Reset the set-top box (unplug it from the power source and plug it in again). After the box finishes rebooting, try again.
Possible Causes
You may have changed the channel on your TV set, not the STB (if you used a grey Amino brand remote or you used your television`s remote).
You may have accidentally turned the STB off.
What to Do
Turn the TV off and on again, then note what channel/input displays when the TV first comes back on. If it is the wrong channel or input, tune the TV to the correct one.
On your remote, press the STB or CBL button, then press the Power button.
What to Do
Use the interactive program guide (press Guide) to find a program you want to watch.
Use the Page Up/Page Down buttons on your remote to view 5 new channels at a time on the Guide.
Manually enter the channel number on the remote keypad.
Follow the instructions in your User Guide to:
– search for a program by name,
– create a favorites list, and/or
– block the channels you don`t want to watch.
Possible Causes
Your package may not include the channel number you entered, so you were brought to the next highest channel number.
The channels may have been blocked by the master user.
What to Do
Verify the channel is included in your package and that you entered it correctly.
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
See if channels have been blocked under “Settings/Preferences”.
Possible Causes
The extender that receives the signal may not be facing the remote control.
Sunlight may be interfering with the IR signal.
The sender might have the wrong light setting.
What to Do
Reposition the extender and try again.
Block the incoming sunlight and try again.
Change the light setting and try again.
Possible Causes
You may have press the Mute button on your remote.
You may have turned the volume down.
A cable may have come loose.
What to Do
Press the Mute button on your remote.
Press the Volume up arrow on your remote.
Check to see that all cables are securely in place.
Possible Causes
Closed caption is a feature accessed through your television set`s original remote.
What to Do
Use the remote that came with your television set, and/or consult the user guide that came with your television set.
Possible Causes
The composite connections from the set-top box might not correspond to the color codes of inputs on your TV.
What to Do
Try replacing the Red audio connection with the Black plug.
Possible Causes
You might be viewing the Guide showing “All” channels, rather than the ones you`re subscribed to.
The program may be blocked by the master user parental controls.
What to Do
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
Press the Menu button and check the parental controls under “Settings/Preferences”. (See the user guide for more information.)
Possible Causes
A connection may have come loose.
An electrical device may be interfering.
The set-top box may be “locked up”.
What to Do
Verify that all wires are securely in place.
Check to see if an electrical device, such as a microwave, is running nearby.
Reboot the set-top box.
1. Unplug the box from the power source, and plug it in again.
2. After the box finishes rebooting, try again.
What is Happening
The TV screen is snowy or blank.
Possible Causes
You might have turned the set-top box off.
Your TV might be tuned to the wrong channel/input.
A connection may have come loose.
What to Do
On your remote, press the STB or CBL button, then press the Power button.
Turn the TV off and on again, then note what channel/input displays when the TV first comes back on. If it is the wrong channel or input, tune the TV to the correct one.
Check to see that all wires are securely in place.
Possible Causes
Your set-top box delivers only one program (picture) at a time.
Possible Causes
You might be tuned to a music channel.
If you use a surround sound system, your TV might be set to the wrong input.
What to Do
Press the Info button to see what channel you`re on.
Make sure your TV is tuned to the correct input for surround sound, if being used.
What to Do
Press the Menu button on your remote, and arrow over to “Search”. Follow the instructions in the user guide to search for the program by name.
Possible Causes
You might be in a “Favorites” list that doesn`t include the channel(s).
The channels may have been blocked by the master user.
Your package may have changed.
What to Do
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
See if channels have been blocked under “Settings/Preferences”.
Call WCTA to see if your package has changed.
Possible Causes
You might be viewing All channels, rather than the ones you`re subscribed to.
The program may be blocked by the master user parental controls.
What to Do
Press the Guide button on your remote until the green tab on the top left of the guide says “Subscribed”.
Check the parental controls under Settings/Preferences”.
Possible Causes
Weekly test of the Emergency Alert System.
An emergency message from the Emergency Alert System.
An important message from West Central Video.
What to Do
Press the Info button on your remote to view the message.
To return to TV viewing:
1. Make sure you’re in CBL mode (press the CBL or STB button on your remote).
2. Press the STOP button found in the block of VCR control buttons (on the black remotes you’ll need to slide open the panel on the bottom of the remote to access the VCR controls).
3. Make sure you press the TV button to return to TV viewing mode–otherwise you’ll still be in CBL mode and will shut off the set-top box when you press the Power button.
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