Motorola DCT6412 - Manual (Page 50)

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FREQUENTL
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ASKED
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Troubleshooting
Q. Why doesn’t the set-top box respond when I press the keys on my remote?
A. If power is on, make sure your remote is in the Cable mode. Press the CABLE button on the remote.
Q. If the power goes out, do I need to reset my Parental Locks and Purchase PINs, Favorites and Reminders?
A. No. These features will not be lost if the terminal loses its power. However, the guide information will need to
reload into the box.
Q. Nothing happens when the MENU button is pushed, but I can change the channel up and down.
A. If the terminal was just installed, it takes approximately 15-30 minutes for i-Guide to be downloaded to the
set-top. If after 15-30 minutes nothing happens, unplug the terminal, plug it back in and wait another 15-30 minutes.
If the guide still does not appear, contact your cable company.
Q. I can’t see the edges of the i-Guide screens.
A. Select the Adjust Screen Position option from the Setup screen. Press the
buttons until the arrows on the
screen are centered. If image is centered and still cut off, check your TV’s users manual.
Q. The guide has locked up. Neither the buttons on the remote, nor the buttons on the terminal itself work.
A. Try unplugging the terminal and then plugging it back in. This will reset the terminal and allow for data to be
downloaded. It will take some time for the information to appear. If there is still a problem after the information has
appeared, call your cable company.
Q. I have no video, a snowy picture or I cannot tune to any of the digital channels.
A. Make sure that all of the cable connections are secure and that the TV is tuned to the correct channel (3 or 4).
Also, make sure you are actually controlling the cable terminal (press the CABLE button on the remote).
Q. Why won’t my remote control respond when I press a button?
A. Go through this quick checklist to determine the problem:
1. Press the CABLE button on the remote to make sure it is in Cable mode. Try using the remote again.
2. If the remote is still not functioning correctly, press the CHAN
button on the front of the terminal. If the
channel changes, there is a problem with the remote control. The batteries or the remote control itself may need to
be replaced.
3. Unplug the terminal and plug it back in.
4. Call your cable company.
Q. There are no listings in the guide, or the words “To Be Announced” appear in the listings screens.
A. This can happen if there has been a power failure or if the terminal was unplugged. Make sure everything is
plugged in and running. Wait 15-30 minutes for the channels and program data to load.
Q. I have a message on my screen that says “This feature is currently being restored”. What does this mean?
A. This screen appears if you try to access a feature that is not available because the terminal has not received all the
necessary data. This most commonly happens following a power loss.
Q. I have a message on the screen that says “This channel should be available shortly”. What does this mean?
A. This screen will appear when you tune to a channel that is currently not available. If the channel is not available
after 15-30 minutes, call your cable company.
Q. What do I do if I am stuck in a screen or menu I do not understand and want to get out?
A. You can always press the EXIT button on the remote to immediately return to watching TV. You can also press the
LAST button to back up one screen at a time.
Q. The displayed information or pricing is incorrect.
A. Although i-Guide checks all data thoroughly before it is sent to your home, programmers do sometimes change
their schedules at the last minute without notification. Please report erroneous data to your cable company.
Q. What happens to my DVR recordings if my digital cable box temporarily loses power?
A. All recordings that were saved prior to the power loss are preserved, as well as future recording schedules. You
miss only the recordings in progress while the power was out.
Note: If you experience continued problems with your cable box, remote control or interactive program guide,
please contact your local cable company.
FREQUENTL
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