No signal
• Check STB
  - Verify that the power to the TV and STB is turned on
  - If the STB is plugged into a wall switch, make sure switch is in the ON position
  - Re-check that all cables are properly connected
• Check cabling
  - Check cabling from STB to wall connector
  - Check wall connector
  - Check cabling from wall connector back to modem
  - Be sure ethernet cable run does not exceed 300 feet
  - Be sure ethernet cables have not been pierced by staples
• Check modem
  - Verify modem is on and working properly
  - Verify STB is attached to PORT 1
  - Verify PORT 1 (etc.) is provisioned for IP-PRIME service

No picture
• Verify that the power to the TV and STB is turned on
• If the STB is plugged into a wall switch, make sure switch is in the ON position
• Re-check that all cables are properly connected
• If the system includes a VCR or stereo, make sure they are properly connected to STB
• Verify the proper input selection to the home theater receiver or TV
• Make sure the STB is set to the proper screen type or resolution
• If you are using coax to connect to the TV, verify that the TV is tuned to the correct channel (3 or 4)

No color or incorrect color
• Verify the current TV program is broadcast in color
• Adjust the TV color controls
• If you are using a component video connection (PrPbY), check that all connectors are completely plugged into the STB and TV
• If you are using a component video connection (PrPbY) and your HDTV and the TV only has RGB or RGB-HV connectors, you need an adapter

No sound
• If your setup includes a VCR or stereo, verify that you have properly connected them to the STB
• Verify that the volume is turned up
• Make sure the mute is not on
• Make sure you are on the correct input selection on the home theater receiver or TV
• If you are using coax cable to connect the TV, make sure the TV tuner is set to the correct channel (3 or 4)


No picture on RF stream (stream 2 or 3 on three-stream STB)
• Verify that television is set to channel 55 (stream 2) or 65 (stream 3)
• Verify that the power to the TV and STB is turned on
• If the STB is plugged into a wall switch, make sure switch is in the ON position
• Re-check that all cables are properly connected (at STB)
• Verify the proper input selection to the home theater receiver or TV
• Try the television in another location to determine if interference or wall thickness is a problem

No sound on RF stream (stream 2 or 3 on three-stream STB)
• Verify that television is set to channel 55 (stream 2) or 65 (stream 3)
• Verify that the power to the TV and STB is turned on
• If your setup includes a VCR or stereo, verify that you have properly connected them to the STB
• Verify that the volume is turned up
• Make sure the mute is not on
• Make sure you are on the correct input selection on the home theater receiver or TV
• Try the television in another location to determine if interference or wall thickness is a problem

Remote Control does not operate
• Verify that buttons “light” when any one is depressed
• Verify the STB button is depressed before operating the set-top
• Check that batteries were installed properly. Replace batteries if necessary
• Verify that the power to the TV and STB is turned on
• If the STB is plugged into a wall switch, make sure switch is in the ON position
• Be sure you are using correct remote control (RF or IR)
• If RF remote, make sure it is programmed to correct HomeID
• Reprogram if necessary