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gpi's avatar
gpi
Organizer
2 years ago
Solved

Optik TV Android Box setting up profiles

Hi, I have 2 Telus Optik TV Android boxes (TelusTV-21T). With my first one, when the TV and box is powered up, I get a "Who is watching what" screen, where I can choose between 2 profiles that I se...
  • KHR's avatar
    KHR
    2 years ago

    This is not a hardware problem, it is likely an account setup issue. Do you see a profile selection screen at telustvplus.com? If yes, I would try factory resetting the box (Settings > Device Settings > Device Preferences > About > Factory reset). If no or the factory reset doesn't resolve the issue, you may need to contact customer service.

  • gpi's avatar
    gpi
    Organizer
    2 years ago

    Thanks for the link, but I am not getting the “Who’s watching?” screen to chose or add profiles when the Optik box and TV are first turned on.

    Perhaps it is defective.

    • KHR's avatar
      KHR
      Icon for TELUS Team Member rankTELUS Team Member
      2 years ago

      This is not a hardware problem, it is likely an account setup issue. Do you see a profile selection screen at telustvplus.com? If yes, I would try factory resetting the box (Settings > Device Settings > Device Preferences > About > Factory reset). If no or the factory reset doesn't resolve the issue, you may need to contact customer service.

      • gpi's avatar
        gpi
        Organizer
        2 years ago

        Hi

        Yes, I do see the profile selection screen when I log onto telustvplus.com.

        However, a mentioned, I do the profile selection screen as well on one of my other two boxes. Only one is affected.

        As you suggested, I guess I will need to try and do a factory reset and see what happens.

        Thanks

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