Home

Trusted answers and information and Home Services devices and solutions from Neighbourhood contributors and the TELUS team.

Troubleshooting your PVR and/or Set Top Box

Community Manager
  • Contributors:

Set Top Box Loss of Signal, Picture, and Initializing Issues

 

Instances of signal loss or picture issues can generally be corrected with a few easy troubleshooting steps.

 

First, it is important to distinguish the error type:

 

“Television signal has been lost” errors generally signify a connectivity issue as it relates to your ADSL internet connection including:

 

  • ADSL modem having been turned off/rebooted
  • Modem not connected properly to PVR/STB

 

“No Signal” error messages can be caused by a number of factors including:

 

  • Wrong input
  • PVR/STB off or timed out
  • Cabling (HDMI, Component or RCA)

 

"Your optik tv digital box is initializing" isn't an error message and is part of a normal process for the set top box. If the box has been initializing for more than 5 mins, we suggest going through a sequential reboot (explained below).

 

To begin troubleshooting, consider the following:

 

Wrong Input

Ensure you have the correct TV input selected. A common scenario is when one sits on the remote or accidentally selects the "Input" option of your remote. This setting changes the input source depending on the equipment you have hooked up to your TV.

 

In the absence of another piece of equipment, your TV will show a blank screen.

 

Set Top Box (STB) Timeout

Currently, Optik STB’s (including PVR’s) are set to timeout after 4 hours of inactivity as a power-saving measure.

 

You can reactivate the boxes by pressing the “OK” button on your remote control or by pressing the Power button on the STB once to turn it off and once again to turn it back on

 

Loose Connections

If you’ve moved your furniture or equipment around, the wiring connection on the back of the STB may be loose. Check the physical connection to the box to ensure it’s securely tightened. It is a good idea to firmly push the connector into the input jack.

 

Re-seat or Replace the Cables

Sometimes the connector portion of a cable can wear out and cause it to move within the jack and not form a solid connection.

 

Consider unplugging the cables from all boxes, switching it around and then re-plugging the cable back into the jacks opposite of where they originated.

 

If you continue to experience issues, consider replacing the cables.

 

Sequentially Reboot your Hardware

Start by unplugging the power cable to your equipment in the following order (wait 10 seconds before plugging them back in):

 

  • Modem
  • PVR/STB

 

Monitor your equipment for an intermittent DSL light on the modem for a possible loss of sync issue. Check out this article for steps on how to troubleshoot your modem/router.

 

Contact Us

 

If you continue to experience issues after running through the above steps, please contact us here.

Was this article helpful? Yes No