Optik TV Android Box setting up profiles

[gpi]

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 setup. Each profile has a different profile pic.
But with other one, I cannot setup up any profiles. On the "Home" screen, I have a "Settings" tab, which has a "Gear" icon, but when clicked, this doesn't allow me to add a profile.

I updated the software and did a couple of restarts to no avail.
Any idea on what the solution might be?
Thanks

[FuzzyLogic]

If you haven't seen this it may be helpful:

User Profiles on Optik TV | TELUS Support

[gpi]

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 · Accepted solution]

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]

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

[gpi]

Update:

As per KHR, I did a factory reset which did fix the problem. After fully booting, the “Who’s watching” screen came up with both profiles shown. Thank you.

One minor issue that came up during the setup was trying to get the remote to pair. The white LED on the remote was flashing (pair mode), but still by pressing 7 & 9 on the remote didn’t fix the problem including another reboot on the Telus box. It kept prompting to pair every few minutes.

I think because it was already paired before I did the factory reset, it got confused that it was originally already paired.

In order to fix this issue, I removed the batteries from the remote and then rebooted the box again. When everything came back up to the Home screen, I put the batteries back in and then it immediately automatically paired the remote and the white LED stopped flashing.

[TELUS_Support]

Great to hear it's all working now. Appreciate your patience!

And thanks for the assist @KHR !!