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Charter TV in Digital Troubleshooting

Below are a few of our more common digital TV questions and self help. Choose the symptom and follow the link. If you need help with a specific piece of equipment, connections diagrams, or Interactive program help please click the one of the links in the Quick Links list below.

If you continue to experience issues, cannot find what you are looking for, or need additional assistance please contact us.

 
 
     

Service Problems

No Picture after Power Outage

Unplug the power cord on the digital receiver for 15 seconds - then plug it back in. This will reset the digital receiver and your services should be restored. If power is still out in other areas nearby, that may also affect services. If you are still having service problems after power is restored to the area, please contact us.

"Sun Outage"

Twice each year, during the Spring and Autumn equinox, a phenomenon occurs, known throughout the telecommunications industry as "Sun Outages". These occur when the sun lines up directly behind a satellite and interferes with the signal that is being sent to the satellite dishes. This duration of the outage may vary but usually lasts just a few minutes. Periodical outages may occur for approximately two weeks. This phenomenon affects all satellite transmissions and can affect cable systems and other types of services nationwide. When this alignment occurs, the energy of the sun can overpower the signal from the satellite, which causes the picture on your TV to appear sparkly and snowy to differing degrees, depending on your geographical location. It is important to Charter Communications that our customers are informed about Sun Outages. Unfortunately there is nothing we or you can do to prevent Sun Outages. We apologize for the inconvenience. Keep in mind that Sun Outages are related directly to your location and will affect different parts of the country more or less than others. learn more »

Closed Captioning

  • On your TV
    1. Press the "CC" button on the TV remote control
    2. Go into the TV menu and turn caption feature ON/ OFF
    3. If you are experiencing difficulties in activating or removing the Closed Captioning on your TV, please consult your TV manufacturer’s User Manual along with your TV remote.
  • Motorola Receiver
    1. Power ON your television and power OFF the receiver
    2. Press the Menu button to view the On Screen Display
    3. Press the Up and Down buttons to reach the setting you wish to change
    4. Press the Directional buttons (Up, Down, Left, Right) to select an option for that setting
    5. To exit the settings use the Up and Down buttons
    6. Press the Power or Menu button to exit the display and save your settings
  • Scientific Atlanta receiver
    1. Press the Menu button twice to access the Quick Settings menu
    2. Use the Up and Down arrow to highlight the Display Closed Captions option
    3. Use the Left or Right arrow to set the option to Yes or No
    4. Press C to Exit and return to program viewing
  • MOXI receiver
    1. Go to the Settings category on the Guide menu
    2. Select "Closed Captioning" and press OK.
    3. Use the arrow keys to Enable/Disable Closed Captioning

 

Click here for more information on troubleshooting closed captioning.

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Picture Problems

No Picture

  1. Login and verify services through your My Account
  2. Check the coax cable at the wall, TV and receiver for loose or damaged connectors
  3. Be sure the TV or additional equipment is set to the same channel (3 or 4).
  4. Verify the TV is on correct source (Video 1, HDMI, etc…)
  5. If you are watching TV using your VCR/Gaming Console/DVD, make sure your additional equipment is turned on.
  6. For HDTV using a Component cable, check to make sure that your individual component connectors are not crossed. Y goes to Y (green), Pb to Pb (blue), and Pr to Pr (red).
  7. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Snowy Picture

  1. Login and verify services through your My Account
  2. If you have an amplifier, verify power
  3. Be sure the TV or additional equipment is set to the same channel (3 or 4).
  4. Verify the TV is on correct source (Video 1, HDMI, etc…)
  5. Check the coax cable at the wall, TV and receiver for loose or damaged connectors
  6. If you have other equipment (DVD, VCR etc…) power them off
  7. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Blue, Black or Green Screen

This is usually caused by a TV or VCR that is not receiving video on the currently selected input for that device. Please try the following steps to resolve this problem:

  1. Login and verify active service through your My Account
  2. Verify power to all TV/receivers
  3. Be sure the TV or additional equipment is set to the same channel (3 or 4)
  4. Verify TV is on correct source (Video 1, HDMI, etc…) . Using the remote that came with your TV look for a button that says "input" or "source" or possibly even "TV/VCR" this will allow you to change the source. If you are on the incorrect source and change it to the correct input your picture will return.
  5. If you have an amplifier, verify power
  6. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in.
  7. If you have other equipment (DVD, VCR etc…) power them off.
  8. If you use your TV to tune analog channels, check if your TV has an auto-program function
    1. Verify the television is on.
    2. Locate and press the button labeled Menu on the remote control that came with your TV. Note: Some manufacturers label this button as Setup instead of Menu.
    3. Find and choose the option that allows you to adjust the TV’s channel setup within the menu on the screen. Most televisions have this labeled as Setup, Channel Setup or sometimes Auto-Program
    4. Select the option labeled Auto-Program or Channel Search

Blank Screen

A blank screen can indicate that a device has no electrical power to it.

  1. Check AC power sources.
  2. Check power switches, TV/VCR/Gaming Console/DVD switch.
  3. Inspect electrical cords and plugs.
  4. Check for tripped circuit breaker or blown fuse.
  5. Change to non-switched outlet (try a lamp in outlet to ensure that it is active).
  6. If receiver channels can be changed by the buttons on the front panel, try replacing the remote control batteries.

Click here for more information on troubleshooting a blank screen.

Tiling (screen has little squares)

  1. Check the coax cable at the wall, TV and receiver for loose or damaged connectors
  2. Try changing the channel then back to the tiling channel.
  3. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Click here for more information on screen tiling »

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Channel Problems

Trouble Receiving Channels

  1. Log into your My Account click on “My Services” tab, click “Service Details” and verify your account is active and you subscribe to the level of service you are trying to access
  2. If the TV/VCR has a Cable TV (CATV) setting/function on the On-Screen Menu, verify it is set to “CATV” and not “Antenna”
  3. If you use your TV to tune analog channels, but are not receiving channels above 13, check if your TV has an auto-program function
    1. Verify the television is on.
    2. Locate and press the button labeled Menu on the remote control that came with your TV. Note: Some manufacturers label this button as Setup instead of Menu.
    3. Find and choose the option that allows you to adjust the TV’s channel setup within the menu on the screen. Most televisions have this labeled as Setup, Channel Setup or sometimes Auto-Program
    4. Select the option labeled Auto-Program or Channel Search
  4. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Trouble Receiving Premium Channels

Note: Access to Premium Channels requires a digital receiver and subscription to Charters Premium channels. If you are not yet a Premium channel subscriber, Please contact us to learn more about our Premium channels and packages.

If you are subscribed to Charters Premium channels and are experiencing difficulty viewing them, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

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Sound Problems

No Sound

  1. Verify the TV and receiver is not set to “Mute”
  2. Try pressing the volume up on your TV (the TV volume may be turned all the way down. Adjust TV volume to half way)
  3. If your TV has a Secondary Audio Program (SAP) make sure it is turned off (You may need to use the remote that came with the TV to turn off SAP)
  4. If the TV has a headphone jack verify there are no headphones plugged in
  5. Motorola receiver - Try setting the receiver to "Optimal Stereo"
  6. MOXI receiver - Check the Audio Output in the Settings menu for the correct set up
  7. Scientific Atlanta (SA) with HDMI - Verify that HDMI is selected in Audio Digital Out settings
  8. Verify the correct output is set on the stereo or surround sound
  9. Check for any loose or damaged connectors
  10. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Not Receiving Sound from Stereo Receiver

  1. Verify the stereo receiver is turned on
  2. Verify the proper input selector is selected for listening to the TV audio
  3. Verify the volume is not turned down all the way on the stereo
  4. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors.

Sound is Noisy on One Channel

  1. Be sure the TV or additional equipment is set to the same channel (3 or 4)
  2. Make sure the cable connection is secure. Hand-tighten if necessary.
  3. Try changing the channel. If no other channels have the same issue, then it may be an issue with just the one channel.
  4. If you have receivers, power cycle all main/secondary receivers by unplugging them for 15 seconds then plugging them back in

Sound Coming from Only One Stereo Speaker

  1. Hand-tighten or reconnect the cables.
  2. Be sure wires are not frayed and that plugs are not bent or broken.

Poor Audio Quality

For digital receivers that have volume control capability, use the remote control to set the volume on the digital receiver to approximately 75% of maximum volume level and then adjust the audio levels on the TV.

Buzzing Noise

If you are using a Remote Control that came with the TV, the volume control on the TV may be set too high. Adjust the volume on the television until it is slightly higher than for normal listening; then set it where you want it using the converter's Remote Control.

Weather Report in the Background

If your TV has a Secondary Audio Program (SAP) make sure it is turned off (You may need to use the remote that came with the TV to turn off SAP)

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Remote Control Problems

Red LED light will not flash on the Remote Control

Your batteries need to be changed. Please replace with two new alkaline batteries.

The LED on Remote Control is flashing repeatedly

This indicates that the batteries are low. Please replace with two new alkaline batteries.

Remote Control does not work

  1. Verify the TV and/or receiver is powered on
  2. Verify the proper device button is being pressed for the device the you are trying to control (TV/Cable Box/VCR/etc…)
  3. Try Changing the batteries in your Remote Control
  4. Check the Remote Control for any stuck, damaged, or missing buttons
  5. Try to reprogram your Remote Control. For additional information click here
  6. Make sure that nothing is blocking a clear line of sight between the equipment and the Remote Control

Remote Control does not Change the Channel

  1. Make sure the power light on your receiver is lit
  2. Verify the proper device button is being pressed for the device the you are trying to control (TV/Cable Box/VCR/etc…)
  3. If possible try changing the channels on the receiver by hand
  4. Try to reprogram your Remote Control. For additional information click here
  5. Verify  that nothing is blocking a clear line of sight between the equipment and the Remote Control
  6. Verify you are operating the remote control within 20 feet of the receiver

Remote Control does not Change the Channel on HDTVs with a HD receiver

This issue can be caused in some of the newer HD TVs because the infrared coming out of the plasma/LED interferes with the infrared coming out of other devices.

Try these steps to fix the issue

  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; 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
  2. Some HD TVs have a setting called Active Control; if the your TV has this setting try changing it to reduce the interference
  3. Reduce or dim the TV's brightness to a lower level
  4. Place one of the following over/around/above the IR sensor on the HD or HD/DVR box:
    • Beige colored tape
    • Film negatives
    • Sunglass lenses
    • Cardboard visor
  5. If the lights in the room have a dimmer switch, adjust the room lighting to a lower setting
  6. Try using an RF (Radio Frequency) Remote Control system

Trouble Programming a TV/VCR-combo Remote Control

Make sure you are using the correct VCR setup codes for your brand. Some combo units may require both a TV and VCR code for full operation.

Universal Remote Won't Work with My Digital Receiver

  1. Check to make sure the Digital Receiver is on.
  2. Check to see if the red LED light appears when you press buttons on the Universal Remote.
  3. If the red LED light does not appear on the Universal Remote, you may need new batteries.
  4. If the light does appear on the Universal Remote, make sure there is a corresponding light on the digital receiver. If not, verify that the correct code is programmed in the remote. Click here for information on programming your Charter remote control.

When I Enter a Channel Number, the Channel Does Not Change

Try pressing Enter on your Remote Control after you punch in the numbers

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Digital Receiver Problems

Red Light on Digital Receiver

The red light does not indicate a problem. It simply indicates that you have a message for you from Charter. You can access the message through the Interactive Program Guide and read and/or delete the message. To view the messages please follow these steps: Press Menu on your Universal Remote.

  1. Press Menu on your Universal remote.
  2. Use the arrow keys to scroll to and highlight the Messages icon in the right column.
  3. If necessary, use the arrow keys to scroll to the desired message.
  4. Press OK on the remote to select the message.
  5. After reading the message, you have the option to save or delete the message.
  6. Use the arrow keys on the remote to highlight the Save or Delete icon.
  7. Press OK on the remote to select the action.
  8. When you read or delete the message, the red light will disappear. Press Exit on the remote to exit the guide

No Lights on Digital Receiver

  1. Make sure the digital receiver is plugged into an electrical outlet and that the cord is firmly plugged into the back of the digital receiver.
  2. If the digital receiver is plugged into a power strip, try plugging it directly into the wall.
  3. Make sure the digital receiver is not plugged into an outlet controlled by a light switch
  4. If the is still not powering up, please contact us for further assistance

On-screen Programming Guide is Not Available

  1. Depending on the digital receiver, allow up to an hour after connecting your equipment for the on-screen programming guide to download.
  2. Check that your digital receiver is connected directly to the cable wall outlet.

Motorola Receiver is not showing the clock.

  1. Press Menu on the remote control
  2. The House icon house Iconwill be highlighted
  3. Press OK on the remote Control
  4. Navigate to Setup and press OK
  5. Navigate to Cable Box Setup, press OK
  6. The front LED will display "Current Chnl"
  7. Press the right arrow button until "Current Time" is displayed on the tab
  8. Press Exit

Motorola Receiver: Can’t change channel by entering only 2 digits

Auto-Tune eliminates the need to use 3 digits to change the channel. The following steps will enable auto tune functionality.

  1. Press Menu on the remote control
  2. The House icon will be highlighted
  3. Press OK on the remote control
  4. Navigate to Guide Setup and press OK
  5. Navigate to Channel Entry Behavior
  6. "No Auto-Tune" will display, using the arrow keys, select "Auto-Tune"

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Scientific Atlanta/Explorer Receiver not displaying clock

The Set-top Display / Illumination setting can be adjusted through the General Settings Menu.

  1. Use your remote to access General Settings by pressing MENUmenu buttontwice. (or if applicable, press the MENU button once followed by the SETTINGS button) followed by the A A buttonbutton.
  2. Use the Up and Down arrowsdirectional buttonto find and highlight the Accessories Preference
  3. Use the Down arrow to find and highlight the Set-top Clock Preference and press OK/SELECT. select button
  4. Use the Right right buttonarrow or press OK/SELECT to access the Options column.
  5. Use the Up and Down arrows directional buttonto choose between the Display and illumination Option press OK/Select. select button
  6. Use the Right right buttonarrow or press OK/Select select buttonto access the State column and then the Up and Down arrowsdirectional button to change the settings.
  7. Press OK/SELECT select buttonto Accept the changes and press EXIT exit buttonto return to program viewing.

Scientific Atlanta - Enable/Disable SAP (Secondary Audio Programming)

Secondary Audio settings are controlled through the Quick Settings menu for ease of use.

  1. Press the Menu menu buttonbutton twice to access the Quick Settings menu
  2. Use the Up and Down directional buttonarrow to locate the Play Secondary Audio option.
  3. play seconday audio
  4. Use the Left left buttonor Right right buttonarrow to set the option to Yes or No.
  5. Press C to Exit and return to program viewing

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