Black, Blue or Green Screen

Select one of the images below to begin the troubleshooting process

Do you see a black, blue or green screen on:

All Channels

Back | Start Over

All Channels - One TV

1. Verify the TV and/or cable receiver is powered on
2. Verify the TV is on the correct input (Video 1, HDMI, etc…) by pressing the Input , Source, or TV/Video button on your remote control
3. If you have a VCR, DVD, or other equipment installed on the affected TV make sure they are powered off
4. Check behind ALL TV and equipment (Cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors

Did this correct your problem?

Back | Start Over

Thank you for troubleshooting with us, we're glad we could assist you with resolving your issue today. If you have further questions please chat now or contact us.

Start Over

All Channels - One TV

Is there a cable receiver connected to this TV?

Back | Start Over

All Channels - One TV - Charter Receiver

1. Use the channel button on your remote control to tune away from the current channel and back again
2. Tune the TV to channel 3 or 4 (Depending on your area)
3. Send a refresh signal to your receiver:
   • Click here and log in to your Charter My Account
   • Note: The above link will navigate you to Charters mobile site m.charter.com
   • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers

• All Digital Receivers (Standard, High Definition and DVR's) in your home will be refreshed. This process can take up to 15 minutes to complete.
• Online refreshes of Charter Digital TV equipment is limited to one every 15 minutes for a maximum of 3 refreshes in a 24 hours period.

Did this correct your problem?

Back | Start Over

All Channels - One TV - Charter Receiver - Receiver Refreshed

Reset (power-cycle) your receivers

• Motorola and Cisco/Scientific Atlanta receivers:
  • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
• Moxi receivers:
  • Press and hold the Reset/Power button located on the front of the MOXI box

Did this correct your problem?

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

All Channels - One TV

1. Check to see if your TV/VCR has an Auto Program" feature and if so Auto Program your TV

Did this correct your problem?

Back | Start Over

All Channels - All TV's

Do you have a signal amplifier/booster? (Unsure? Click here for information on signal amplifiers/boosters.)

Back | Start Over

All Channels - All TV's

Verify that your amplifier/booster is plugged in and receiving power.

Did this correct your problem?

Back | Start Over

Select Channels

Verify that you subscribe to the level of service you are trying to access.

1. Log in to your My Account
2. Click the My Services tab
3. Click on the Service Details link

Is there a cable receiver connected to this TV(s)?

Back | Start Over

Select Channels - No Receiver

1. Make sure the channel you are trying to view does not require a digital receiver to view it. Generally Digital receivers are required to view channels above 99
2. Check if the TV/VCR has a Cable TV (CATV) setting/function on the On-Screen Menu; if so, verify it is set to CATV and not the Antenna setting
3. Check to see if your TV/VCR has an “Auto Program” feature and if so Auto Program your TV

Did this correct your problem?

Back | Start Over

Select Channels - Charter Receiver

1. Use the channel button on your remote control to tune away from the current channel and back again
2. Tune the TV to channel 3 or 4 (Depending on your area)
3. Send a refresh signal to your receiver:
   • Click here and log in to your Charter My Account
   • Note: The above link will navigate you to Charters mobile site m.charter.com
   • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers

• All Digital Receivers (Standard, High Definition and DVR's) in your home will be refreshed. This process can take up to 15 minutes to complete.
• Online refreshes of Charter Digital TV equipment is limited to one every 15 minutes for a maximum of 3 refreshes in a 24 hours period.

Did this correct your problem?

Back | Start Over

Select Channels - Charter Receiver - Receiver Refreshed

1. Reset (power-cycle) your receivers
   • Motorola and Cisco/Scientific Atlanta receivers:
     • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
   • Moxi receivers:
     • Press and hold the Reset/Power button located on the front of the MOXI box

Did this correct your problem?

Back | Start Over

All Channels - All TV's

Is there a cable receiver connected to this TV(s)?

Back | Start Over

All Channels - All TV's - Charter Receivers

1. Use the channel button on your remote control to tune away from the current channel and back again
2. Tune the TV to channel 3 or 4 (Depending on your area)
3. Send a refresh signal to your receiver:
   • Click here and log in to your Charter My Account
   • Note: The above link will navigate you to Charters mobile site m.charter.com
   • After logging in click the Refresh TV Receivers button.

Refresh TV Receivers

• All Digital Receivers (Standard, High Definition and DVR's) in your home will be refreshed. This process can take up to 15 minutes to complete.
• Online refreshes of Charter Digital TV equipment is limited to one every 15 minutes for a maximum of 3 refreshes in a 24 hours period.

Did this correct your problem?

Back | Start Over

All Channels - All TV's - Charter Receivers - Receivers Refreshed

1. Reset (power-cycle) your receivers
   • Motorola and Cisco/Scientific Atlanta receivers:
     • Reset (power-cycle) all main/secondary receiver(s) by unplugging them for 15 seconds then plugging them back in. Wait until the clock displays, then turn on the power to the receiver(s).
   • Moxi receivers
     • Press and hold the Reset/Power button located on the front of the MOXI box

Did this correct your problem?

Back | Start Over

All Channels - All TV's - No Recievers

1. Check to see if your TV/VCR has an Auto Program" feature and if so Auto Program your TV

Did this correct your problem?

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over

We apologize if these steps did not resolve your issue. Please Chat now or call us so that we may further assist you. When contacting customer service for additional assistance please inform the advisor of the steps you have already taken.

Back | Start Over