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High Definition TV (HDTV) and High Definition (HD) Channel Issues Troubleshooting

HDTV

The following information pertains to High definition issues only. We can help you resolve your problem by eliminating the most common causes.

Follow the steps in the order provided. If this does not correct your issues please contact us
 

Display Issues

Poor Color

In order to receive High Definition channels you must:

  1. Have a high definition television set
  2. Have a high definition set-top box / high definition DVR from Charter/HD Cable Card
  3. Subscribe to high definition channels
  4. Channel must broadcast in high definition

You can log into your "My Account" to verify the services you currently subscribe to.  Click here to access the my account login screen and or learn how to create an online My Account

  1. Check to make sure all connections are finger tight and not loose.
  2. Check to make sure your HDTV TV is set to the proper source (HDMI/Input/Source)
  3. Try power cycling your High Definition Set-top Box or High Definition DVR.

To Power cycle for:

  • Scientific Atlantic or Motorola Set-top Box- Unplug the power cord from the back of the cable box, wait 15 seconds, and then plug the power cord back into the cable box.  Wait until the clock displays then turn on the power to the box.
  • MOXI- Press and hold the Reset button located on the front of the MOXI box.  This button could be named Reset or Power but is always located at the bottom right corner of the front of the cable box.

Discolored Picture

Please check your connections on the back of the TV and the Digital set-top box to make sure the cable colors (Red, Green, and Blue) match correctly and are fully connected.  If you are not using component cables, red, green and blue consult your television owner’s manual for information on adjusting your TV’s color settings.

Black Screen

  1.  Make sure your TV has a High Definition Set-top Box or High Definition DVR hooked up to it.
  2. Check your channel lineup to verify it is an actual HD channel in your area.
  3. Check cables, make sure if you are using component cables you are using (Red, Green and Blue) and not (Yellow, Red, and White)
  4. Verify TV is on correct source (Video 1, HDMI, Component, etc…)
  5. Try power cycling your High Definition Set-top Box or High Definition DVR.

To Power cycle for:

  • Scientific Atlantic or Motorola Set-top Box- Unplug the power cord from the back of the cable box, wait 15 seconds, and then plug the power cord back into the cable box.  Wait until the clock displays then turn on the power to the box.
  • MOXI- Press and hold the Reset button located on the front of the MOXI box.  This button could be named Reset or Power but is always located at the bottom right corner of the front of the cable box.

Closed Caption

To activate or deactivate closed captioning through a High Definition set-top box or High Definition DVR follow these steps:

Motorola Set-top Box

The Closed Caption option turns closed captions off or on. This function has a default disabled setting. In order to modify this setting, you must access the On Screen Menu. To do so, you must power ON your television and power OFF the cable box. Press the Menu button to view the On Screen Display. To navigate the menu, you can utilize the following buttons on either your remote or cable box:

  1. Press the Up and Down up/down buttons to reach the setting you wish to change.
  2. Press the Directional directionalbuttons to select an option for that setting.
  3. To exit the settings use the Up and Down up/downbuttons.
  4. Press the Power or Menu power/menubutton to exit the display and save your settings.

Scientific Atlanta Set-top Box

The Closed Caption option turns closed captions off or on. This function has a default disabled setting.

The Closed Caption settings are controlled through the Quick Settings menu for ease of use.

Press the Menu menu buttonbutton twice to access the Quick Settings menu.

Use the Up and Down directional buttonarrow to highlight the Display Closed Captions option.

play seconday audio

Use the Left left buttonor Right right buttonarrow to set the option to Yes or No.

Press C C button to Exit and return to program viewing.

Moxi Set-top Box

  1. Open the Settings category and navigate to Closed Caption.

  1. Using the arrow keys, navigate to the setting desired to be changed and press OK to change. The default setting for Closed Captioning is Disabled.

  1. Navigate to Basic Service or Digital Service, according to the service you receive, and then scroll to the option compatible.
  2. Navigate to Preferred Language and select Primary or Secondary.

Equipment Will Not Turn On

Verify there is electrical power to the set-top box. 

  1. Check to make sure if it is plugged into a power strip the power strip is on and/or working. 
  2. If it is plugged into a wall switched outlet, ensure that the switch is on. 
  3. Check to make sure an electrical breaker did not reset
  4. Try turning on the cable box manually, using the power button on the front of the box. 

If your set-top box powers on, but your remote does not function:

  1. Verify you are pressing the proper device button on the remote control for the device you are trying to control (TV/Digital Set-top Box/VCR/etc.)

Note: With some of the new HD TV’s and the use of infrared technology the infrared coming out of the plasma/LED interferes with the infrared coming from other devices. 

Try the following:

  1. If the TV is set up on a table, position the HD or HD/DVR box BEHIND the TV so that it is recessed
  2. If the TV is wall-mounted, move the HD or HD/DVR box as far to the RIGHT as possible. 

The re-positioning of the box in each of these scenarios should help reduce the interference

  1. Some HD TV’s have a setting called Active Control; if your TV has this setting try changing it to reduce the interference
  2. Try reducing or dimming your TV’s brightness to a lower level

Place one of the following over/around/above the IR sensor on the HD or HD/DVR set-top box:.

  • Beige colored tape
  • Film negatives
  • Sunglass lenses
  • Cardboard visor
  1. If the lights in the room have a dimmer switch, adjust the room lighting to a lower setting
  2. Try using a RF (Radio Frequency) Remote control system.

Further steps:

  1. Check your connection diagram to ensure that your equipment is connected correctly.  Click here for TV connection diagrams
  2. Try power cycling your High Definition Set-top Box or High Definition DVR.

To Power cycle for:

  • Scientific Atlantic or Motorola Set-top Box- Unplug the power cord from the back of the cable box, wait 15 seconds, and then plug the power cord back into the cable box.  Wait until the clock displays then turn on the power to the box.
  • MOXI- Press and hold the Reset button located on the front of the MOXI box.  This button could be named Reset or Power but is always located at the bottom right corner of the front of the cable box.

Black Bars/Borders

The Charter High Definition Set-top Box (HD) or High Definition DVR (HDDVR) should be connected your High Definition television using component video cables or HDMI video cables.  Black Bars or black borders around the picture occur when the programming is being presented or displayed in a different format from your television settings.  You may choose different settings based on individual viewing preferences and the compatible video formats supported by your high definition television.  The suggested setting below should work for the vast majority of widescreen high definition televisions available today.

Note: Some programming is broadcast with Black Bars/Borders embedded in the broadcast. It may not be possible to completely eliminate the Black Bars/Borders on these programs.

Verify what type of High Definition TV you have, standard or widescreen and what picture formats are supported per your TV owners/user manual.  

To adjust the settings through your Moxi or Cisco/Scientific Atlanta digital set-top box click here for instructions for your specific program guide.

Optimal Settings for Widescreen HDTV's

Your Charter HD set-top box should be connected to your HDTV using component video cables or HDMI video cables.

  1. Power your Charter set-top box off.
  2. Press the "Menu" button on the TV front panel or the remote control that came with your TV to access the User Settings.

Widescreen Options:

  • Select 16:9 for the TV TYPE menu option.
  • Select 1080i for the YPbPr OUTPUT menu option
  • If the HDTV does not support the 1080i display mode, select 720p instead 
  • Select 480i for the 4:3 OVERRIDE menu option
  • If the HDTV does not support the 480i display mode, select 480p instead

You may choose different settings based on individual viewing preferences and the compatible video formats supported by the HDTV.

The settings suggested above should work for the vast majority of widescreen HDTV's available today.

Digital Set-top Box Feels Hot

It is normal for some heat to generate from a digital set-top box, however if the digital set-top box is too hot to touch and/or giving off a burning smell this is not normal.   Make sure there is adequate ventilation around the digital set-top box; any obstructions or hindrances to the digital set-top box should be removed (this may require moving the digital set-top box to an alternate location).

If the digital set-top box is running hot power off the digital set-top box and let it cool down, clear obstructions and relocate if necessary then power the digital set-top box on again.

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Channel Issues

Can’t Receive/Missing Channels/Channel Not in High Definition

In order to receive High Definition channels you must:

  1. Have a high definition television set
  2. Have a high definition set-top box / high definition DVR from Charter/HD Cable Card
  3. Subscribe to high definition channels
  4. Channel must broadcast in high definition

You can log into your "My Account" to verify the services you currently subscribe to. Click here to access the My Account login screen and or learn how to create an online My Account.

  1. Verify your channel line hasn’t changed. You can view our current channel lineup for your address by following this link.
  2. Check to make sure all connections are finger tight and not loose.
  3. Verify equipment is hooked up correctly. Click here for TV connection diagrams

Are you receiving either of these error messages?

  • "It appears this channel is not being viewed at this time. If it is being viewed press "ok"
  • "Please press Select (OK) to continue watching this channel
  1. Check to make sure the proper video display is being used for your type of TV. Is it correctly set to 1080i or 720p for example. Your TV owner’s manual will advise you of your TV’s capabilities.
  2. Send a refresh signal to your Digital Set-Top Box(s) Click here for information on sending a refresh signal
  3. Try power cycling your High Definition Set-top Box or High Definition DVR.

To Power cycle for:

  • Scientific Atlantic or Motorola Set-top Box- Unplug the power cord from the back of the cable box, wait 15 seconds, and then plug the power cord back into the cable box.  Wait until the clock displays then turn on the power to the box.
  • MOXI- Press and hold the Reset button located on the front of the MOXI box.  This button could be named Reset or Power but is always located at the bottom right corner of the front of the cable box.

Digital Tiling/Picture Freezing

Does this only occur when changing channels for a second or two? If so this is the digital video updating and is normal.

Sun outages can also cause Digital Tiling/Picture Freezing. Click here to learn more about Sun Outages.

  1. Check the coax cable at the wall, TV and set-top box for loose or damaged connectors.
  2. Try changing the channel then back to the tiling channel.
  3. Try power cycling your High Definition Set-top Box or High Definition DVR.

To Power cycle for:

  • Scientific Atlantic or Motorola Set-top Box- Unplug the power cord from the back of the cable box, wait 15 seconds, and then plug the power cord back into the cable box.  Wait until the clock displays then turn on the power to the box.
  • MOXI- Press and hold the Reset button located on the front of the MOXI box.  This button could be named Reset or Power but is always located at the bottom right corner of the front of the cable box.

Cannot change Channels with Remote

Verify you are pressing the proper device button on the remote control for the device you are trying to control (TV/Cable Box/VCR/etc…)

If you do not have a High Definition TV with a Plasma or LCD flat panel screen and a HD or HD DVR box try the following:

  1. Make sure the power light on your set-top box is lit.
  2. Use the front panel buttons of your set-top box to try changing the channels to verify proper operation.
  3. Make sure nothing is blocking the front of the set-top box (e.g., furniture).
  4. Make sure you are operating the Remote Control within about 20 feet of the set-top box.
  5. Check the batteries and replace if low.
  6. Click here for Remote Control setup instructions, and make sure you have the correct codes programmed for your equipment.

Since some fluorescent lights and TVs with fluorescent backlights can emit infrared "noise", they may interfere with the infrared communications from a remote to a set-top box. Try turning off any fluorescent light sources in the room to see if that makes a difference. If it does, here are some possible remedies:

  1. Move the set-top box so it is not directly centered under the TV.
  2. Turning the box slightly so the remote hits it from an angle.
  3. Place a small piece of masking tape over the infrared receiver of the digital set-top box. This reduces the amount of infrared signal that reaches the set-top box, so may reduce the range of your remote also.

If you do have a High Definition TV with a Plasma or LCD flat panel screen and a HD or HD DVR box try the following:

Verify you are pressing the proper device button on the remote control for the device you are trying to control (TV/Cable Box/VCR/etc.)

With some of the new HD TV’s and the use of infrared technology the infrared coming out of the plasma/LED interferes with the infrared coming from other devices.

Try the following:

  1. If the TV is set up on a table, position the HD or HD/DVR box BEHIND the TV so that it is recessed
  2. If the TV is wall-mounted, move the HD or HD/DVR box as far to the RIGHT as possible. 

The re-positioning of the box in each of these scenarios should help reduce the interference

  1. Some HD TV’s have a setting called Active Control; if your TV has this setting try changing it to reduce the interference
  2. Try reducing or dimming your TV’s brightness to a lower level

Place one of the following over/around/above the IR sensor on the HD or HD/DVR set-top box:.

  • Beige colored tape
  • Film negatives
  • Sunglass lenses
  • Cardboard visor
  1. If the lights in the room have a dimmer switch, adjust the room lighting to a lower setting
  2. Try using a RF (Radio Frequency) Remote control system.

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