This thread's discussion is locked. If it doesn't give you the information you need, head to its forum board for active discussions or to start a new discussion.
Solved! Go to Solution.
Call tech support? If it's stuck on that screen for more than 5 minutes something is wrong. More than likely with the connection somewhere. Tech support should be able to narrow it down or fix it.
First reboot the Actiontec and then when you reboot the STB make sure the link light is GREEN. If the link light is off, check your cabling. If the link light is ON, and it's still stuck on initializing, you can always try a soft reset on the STB to redownload the software and in many cases it'll start the box up again. To do the soft reset you basically need to unplug your STB 4 consecutive times. Unplug the power, plug it in, see the three dots on the TV screen, and then unplug the power and to the same process three more times until you see a gear with the three dots in the middle of th screen. After the one gear, there will be two gears (it takes around 5-10 minutes) and after the two gears, it'll boot up normally (3 dots, Telus, initializing). If this still doesn't work, you can always call tech support at 18773108324 and they're open 24/7.
Hope this helps you!
If you have the gear(s) on the screen and you reboot the box or pull the power, you toast the box. The software download / install was interrupted or corrupted. Call to have the box replaced.
This is incredibly unhelpful - just like the majority of the people working at your call centre.
I'm sure this makes perfect sense to a "techie", but for me - it's like you're speaking a different language.
Actiontec is the brand name of the more common modem/gateway in use.
STB is a very common acronym for Set Top Box.
Also Google is a great resource.
Now, since you're resurrecting a very old / dead thread, are you having issues with your TV service? Whenever I've called tech support they've never used "STB" with me when describing the Optik box.