View Pause Magazine - Mediacom

troubleshooting digital cable TV problems
Problem: A blue bar on your TV screen that says “One moment
Please”
Possible Resolution:
If the channel does not come up after waiting a couple of minutes,
then check to make sure the coax cable between the wall outlet and
set top box is screwed in tightly. If that does not correct the issue,
then power cycle the set top box. If after 5 minutes the channel does
not come back on, contact Customer Service.
Problem: “to be announced” message in the channel guide
Possible Resolution:
When looking at the channel guide, if all you see for programming
information is a message that says “To Be Announced,” this is a
normal message when first powering up your set top box, or after
a power outage. It usually takes 10 minutes or so before channel
guide information starts to appear, and a few hours for the full
programming guide to download to the box. If “To Be Announced”
has been displayed for longer than a day on every channel, power
cycle the set top box and contact Customer Service if program
listings don’t appear within 20 minutes.
Problem: A blue bar on your TV screen that says “not authorized”
Possible Resolution:
The most likely reason you are seeing this is because your set top
box may be tuned to a premium channel that you do not subscribe
to, for example: HBO, Showtime, Cinemax, etc.
If you know that you should be receiving the channel that your set
top box is tuned to, but still get the “Not Authorized” message, power
cycle the box as described above. If that does not solve the problem,
please call Customer Service to let them know there’s a problem.
Problem: TV has no picture but has sound
Possible Resolution:
You may be watching a high-definition channel on a regular set
top box. High-definition channels will only work properly with a
HD-capable set top box. If you would like to receive high-definition
channels, contact Customer Service to upgrade your set top box.
Otherwise refer to ‘Check- VCR turned off’ and ‘Check-TV input is
correct’ for additional information.
Problem: Picture on HD channels is no better than regular channels
Possible Resolution:
First of all, you need a TV that is capable of displaying high-definition.
You will need the proper cable to work with your HD set top box
– either an HDMI cable or component video cable, plus you need
to set your TV to the proper input setting so it will use the correct
connection. Also, you should know that some TV programming is not
filmed in HD, so those programs will not look any better than the
programming on standard definition channels. Mediacom can provide
you with the proper cable upon request. Call Customer Service for
more information.
Problem: If you are experiencing any of the following issues you
might need to power cycle your set top box
• If the Guide has no information for all of the channels.
• If the time on the interactive program guide is incorrect.
• If your TV is tiling (freezing boxes form).
• If you are not hearing sound and the volume is up on your TV.
• If the yellow power light is off on the set top box and the set top
box is not turned off.
• If the Guide/Menu does not appear.
Setting Optimum Audio Level
Using TV Guide Setup Menu…
set audio to Optimal Stereo
level. Selecting this option
enables set top box to regulate
the volume to minimize sudden
changes in volume.
1. Using the remote control,
press MENu button twice.
2. Arrow down to Setup. Press
OK button on remote.
3. Arrow down to Audio Setup.
Press OK button on remote.
4. Arrow down to each item
on Audio Setup list and set
each as depicted below.
Note: Volume bar with Stereo
may not appear after initially
setting Optimal Stereo
to YES.
5. Press remote EXIT button.
Set top box audio is now set
to its optimum level.
6. Adjust the audio levels on
external devices such as the
TV or A/V receiver.
A Publication PaUSE | ISSUE NO. 19 47
Video serViCe tiPs And trouBLesHootinG