How to reset your Set-Top Box to fix common problems
Having trouble with your Set-Top Box?
See helpful tips below:
Resetting your Router and Set-Top Box can resolve a variety of issues such as:
- Missing Interactive Media Guide (IMG) or On Demand menu
- Unresponsive Set-Top Box
- DVR recording problems
If you are having any of these issues, you may need to reset your Router and Set-Top Box.
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Will resetting my Set-Top Box erase the selections I have programmed into my remote?
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No, all settings and selections you've entered such as device codes, favorite channels, and recent On Demand selections are saved and available after resetting your Set-Top Box.
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Resetting your Router and Set-Top Box
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Always reset your Router first and then check to see if that resolves the issue. Resetting your router may be all that is needed.
Important note about your router To avoid problems with your FiOS TV service, make sure your router is plugged in and turned on at all times. Even if you are not currently using the Internet, your router still needs be turned on so that FiOS TV can function properly.
To manually reset your router:- Unplug the power cord to your Router for 15 seconds and then plug it back into the electrical outlet.
- Wait 30 seconds and then check to see if this resolves the trouble. If you still have the problem, follow the steps below to reset your Set-Top Box.
To manually reset your Set-Top Box:
- Unplug the power cord to your Set-Top Box from the electrical outlet for 15 seconds and then plug it back in.
Note: Don't confuse the power cord that provides electricity to your Set-Top Box with the coaxial cable that is connected to the back of your Set-Top Box. Unplugging the coaxial cable will notreset your Set-Top Box. Since many issues can occur if your coaxial cable is not securely fastened, now would be a good time to check to ensure all connections are securely connected.
- Wait for the time to appear on the front of the Set-Top Box, then power it on.
- Wait several minutes while the Interactive Media Guide updates.
- Check to see if this resolves the trouble. If you still have the problem, your Set-Top Box may need to be re-initialized. Contact the Fiber Solutions Customer Support for further assistance.
- Unplug the power cord to your Router for 15 seconds and then plug it back into the electrical outlet.
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I have to reset my Set-Top Box frequently, is this normal?
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No, if you routinely have to reset your Set-Top Box more than three times a week, it is likely there is an issue with your Set-Top Box that needs to be resolved. Contact the Fiber Solutions Customer Support for further assistance.
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Fix Remote Control Issues
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If your remote is not working or you're having trouble controlling a particular device, use the table below to identify the issue and solve the problem.
Identify the issue Solve the problem Batteries dislodged or drained The batteries in your remote control may have become dislodged or are drained. - Open the battery cover and make sure the batteries are properly seated.
- Press a few device buttons like AUX, DVD, STB, TV. If the top of your remote flashes briefly, the batteries are working. If the top of the remote does not flash, your batteries need to be replaced.
Remote is for another TV
If you have multiple TVs, you may be using a remote that is programmed for another TV. - Check that you're using the remote that was set up for the TV you are trying to control.
Device not active The device you are trying to control may not be the active device. - Press the device button for the device you are trying to control to make it the active device. Try to operate the device again.
Signal not being received Something may be blocking the path to the device you want to control, you may not be pointing at the sensor on the device, or you may be too far away.
- Open cabinet doors and remove any other obstacles that may be between the remote and the device.
- Point the remote directly at the sensor on the device.
- Be sure you are within 8 meters or 25 feet of the device you want to control.
Device not programmed The device you are trying to control may not be programmed into your remote. - To program the device into your remote control, find your remote on the Fios TV remote controls & codes page and select the applicable Set up your remote link.
TV settings have changed Your TV settings may have been accidentally changed. - Using the remote control that came with your TV, check that your TV is set to either channel 3 or 4 and that it is currently set for the input mode you are trying to control.
Loose connection There may be a loose connection at the Optical Network Terminal (ONT) or splitter. - Check that the ONT or splitter connections are secure.
If you've tried the tips above and reprogramming your remote does not solve the problem, your remote control may be damaged or defective. Find out how to request a replacement.
See also:
Philips remote won't turn on or off multiple devices - Open the battery cover and make sure the batteries are properly seated.
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The power button on the Philips remote doesn't turn on or off multiple devices
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If your FiOS TV Philips remote has been programmed to control your TV and STB, then whenever you press the power button on your Philips remote, both the TV and STB should turn on or off accordingly.
You may find that sometimes when you press the power button on your remote, the STB may turn off but the TV does not. Alternatively, you may find that the TV turns off but the STB stays on.
If you often experience either of these conditions, then one of the devices is probably not getting the infrared signal from your remote control.
To correct this problem, follow the suggestion below that matches the condition you are experiencing:
Condition Troubleshooting The power button on the Philips remote only turns the STB on and off but not the TV. First, make sure you are pointing the remote directly at your TV and that there is a clear line of sight between the infrared light on your remote and the front of your TV. Press the Power button again.
If the TV did not turn on or off in response to pressing the power button, then the remote is not programmed to control your TV with the correct device code. Consult your remote control user guide or follow the instructions to set up your remote control.The power button on the Philips remote sometimes turns the TV on and off, other times it does not. Make sure the TV and the STB are near each other and nothing is blocking the front of either device. Also, if your TV is plugged into the power outlet in the back of the STB, try plugging your TV directly into a wall outlet instead.
If neither of the above procedures corrected the problem, then follow the instructions to program your Philips remote to turn devices on or off one at a time. -
My DVR is authorized but I get a "DVR is not authorized" message
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If you know that your DVR is authorized but you are seeing a message indicating that it is not authorized when you try to open the DVR menu, this indicates a problem with the connections to your FiOS TV setup.
Choose one of the following methods to resolve this issue:
- Use In-Home Agent to automatically reset your FiOS TV equipment.
- Follow the reset instructions to manually reset your router and Set-Top Box
- Use In-Home Agent to automatically reset your FiOS TV equipment.
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Understanding Display Resolutions
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There are two pieces of information that indicate the display resolution. The first is a number that indicates how many horizontal scan lines can be painted onto the TV screen. The higher the number the better picture quality you can expect from your video source.
The other indicates how the picture is scanned:- Progressive scan (p) - Sends the odd and even video frames together to the TV screen.
- Interlaced scan (i) - Sends the even rows then the odd rows to the TV screen.
Theoretically, a 1080p video source will have a smoother picture than 1080i video source but in most normal TV viewing circumstances you may be hard-pressed to see the difference.
Currently, HDTV is broadcast in either 720p or 1080i. The only consumer products available for 1080p viewing are for things like video game consoles, HD DVD, or Blu-Ray disks.
- Progressive scan (p) - Sends the odd and even video frames together to the TV screen.
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No Video on TV
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There are several reasons why you may not be receiving video reception ranging from an electrical issue to an incorrect channel setting. If you use an HDMI connection, your TV and Set-Top Box may have become unsynchronized.
Follow the instructions below that apply to your issue.
Condition Example Troubleshooting Black Screen
(No Reception)
Blue Screen
I have an HDMI connection
If you are using HDMI cables, check to make sure your TV and Set-Top Box have not become unsychronized.
Re-synchronize your TV and Set-Top Box:1. Turn off your TV, then turn off your Set-Top Box.
2. Turn the Set-Top Box back on, then turn the TV back on.
Your TV and Set-Top Box should now be working properly.
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No TV Picture
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The problem may be with your TV. Review your TV's user guide or contact your TV's manufacturer.
Troubleshoot your TV:- Make sure the TV's power is on. Press the TV's power button. Check to see if the TV is plugged into an outlet controlled by a wall switch. If so, turn on the wall switch.
- Using the TV remote, set the channel to 3 or 4.
- Check your TV's connection into the outlet. Re-plug your TV cord into a wall outlet, which will verify if the issue is with your TV or set-top box.
- Check to make sure your set-top box is plugged in and turned on.
- Verify that other electrical equipment in your home is working. If they aren't, you might be experiencing a power outage.
- Make sure the TV's power is on. Press the TV's power button. Check to see if the TV is plugged into an outlet controlled by a wall switch. If so, turn on the wall switch.