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Troubleshooting guide
Before calling for assistance, make a few simple checks by going through the list of possible problems below. If you still cannot solve
your problem, then contact your service provider for assistance.
Problem
No display on your TV
screen.
Display on your TV screen:
Display on your TV screen:
Remote control not
working.
Light on remote control
flashes when buttons are
pressed, but the 'Remote'
(green) light on your
set-top box does not flash
at the same time.
'Active' (green) light on
your set-top box flashes
for a long period of time.
You cannot see the Web
browser toolbar.
You cannot find the icon
you want on the toolbar.
Probable Cause
Incorrect connection to TV.
Incorrect TV channel selected.
TV channel incorrectly set.
Set-top box set to 'Standby'.
Network disconnected.
Service temporarily unavailable.
Your set-top box has just been
connected to the mains supply.
(The screen display shown is
normal – there is no need to be
concerned).
Batteries not connected or
spent.
Something is blocking the path
between your remote control
and your set-top box.
Your set-top box is busy –
possibly getting a large image or
table from the Internet.
You have pressed the blue
button on your remote control.
Toolbar disabled by your
service provider on cer tain pages.
You are looking at a different toolbar
to the one you want.
DON'T PANIC!
Suggested Remedy
Check all connecting cables (SCART, UHF,
mains power etc.).
Check channel selected.
Check tuning of your TV.
Press Standby button.
Check connections to network (Ethernet) at
set-top box and wall.
Contact your service provider if this persists.
Wait for your set-top box to finish going
through its startup sequence. The Web browser
screen should then appear.
Press buttons on remote control and check that
the light on the remote control flashes. If it does
not flash, check and/or replace the batteries.
Check that nothing is obscuring the path from
your remote control to your set-top box. Check
by holding your remote control directly in front
of your set-top box and retesting.
Wait for 5 minutes. If light is still flashing, press
the Standby button to switch your set-top box
off, then press Standby again to switch your set-
top box back on.
Press the blue button again to show the toolbar.
Go to another page.
Highlight and select the Change toolbar icon
(3 horizontal arrows) to change to another
toolbar.
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