Troubleshooting Your Hawaiian Telcom TV System
A reset usually resolves most service issues you may be experiencing, such as a frozen/unresponsive Set Top Box, missing channels, and loss of DVR capabilities.
Turn your Set Top Box off and on by pressing the POWER button to reset the system.
To reset the STB from within the menu system: Menu -> Settings -> Restart System. Confirm by selecting Restart option and press the OK button on the remote control.
If you are still experiencing service issues, unplug the Set Top Box from the power outlet for at least 10 seconds and then plug it back in. This reset method usually resolves most problems related to the box.
My Set Top Box won’t turn on
- Press the front panel power button on your Set Top Box. There should be a green light around the Power button when the Set Top Box is powered on.
- Make sure that all your power cords are completely inserted into a power outlet. Ensure that your TV set is plugged into a working power outlet.
- If the Hawaiian Telcom TV Set Top Box is plugged into a power bar or surge protector, make sure that the power bar is on and has not tripped. If it has tripped, press the reset button on the power bar to restore power.
- If the Set Top Box is connected to a switched electrical outlet, make sure that the switch is on.
- If the green LED light at the front of the Hawaiian Telcom TV Set Top Box lights up, your box is now on and working.
The Hawaiian Telcom TV Set Top Box does not initialize
- Check to ensure that your Wireless Gateway is operating and that all cords are properly connected.
- Turn the power on the Set Top Box off and on using the power button.
- Unplug the Set Top Box for at least 10 seconds then plug it back in. Press the power button to turn on the Set Top Box.
No picture If the picture isn’t showing on your TV, try these steps:
- Confirm that your TV is on the correct input.
- Press TV.
- Press VIDEO INPUT. Find the correct input for your TV service. Press OK.
- Press STB button.
- Manually turn your Set Top Box on and off.
- Manually turn your TV on and off.
- Check the back of your Hawaiian Telcom TV Set Top Box and any additional devices to ensure that all of your cables are firmly connected.
HDMI connected from STB to TV
- Check to ensure your HDMI cable is securely connected to your Set Top Box and High Definition TV. Re-secure the HDMI cables on the back of your High Definition TV and Set Top Box by removing the cable and re-securing them.
- Ensure you are on the correct video input on your High Definition TV.
- Most High Definition TV will have multiple HDMI connections available.
- Please use your High Definition TV remote to change the video input by pressing the “INPUT” or “SOURCE” button on the High Definition TV remote.
- When selecting the video input, please scroll through the different input such as HDMI 1, HDMI 2, HDMI 3 , etc. Depending on where you're connected on your High Definition TV will determine which video input you will have to select.
Coaxial connected from STB to TV
- Ensure you are on the correct video input on your TV.
- Most older style TV will not have any HDMI connections available.
- If your TV does not have an HDMI connections, please ensure your TV channel is set to Channel “3”.
Component/VGA connected from STB to TV
- Ensure you are on the correct video input on your TV.
- Standard Component/VGA cable will have three different color cables connected to your TV and Set Top Box. (Component/VGA cables colors will vary between different manufacturer. Please conduct your manufacturer to determine which color provides which services).
- Red and White = Audio
- Yellow = Video
- Not all Component/VGA cables will vary between cables.
- Please locate your TV remote and locate the “INPUT” or “SOURCE” button.
Poor picture quality
- Ensure that the picture quality is not related to the channel by changing the channel up or down.
- Check that the TV channel is set to the appropriate channel, matching the settings on your Hawaiian Telcom TV Set Top Box and VCR/DVD (Video 1, 2, etc.)./li>
- Check the back of your Hawaiian Telcom TV Set Top Box and any additional devices to ensure that all of your cables are firmly connected.
- If you do have multiple Set Top Boxes in your household, please confirm if you are receiving poor picture quality on the other Set Top Boxes
Hawaiian Telcom TV Set Top Box does not respond to my remote control unit
- Press the Hawaiian Telcom STB button at the top of the remote.
- Change channels using the buttons on your Set Top Box. If this works, check the remote control batteries.
- Note if the buttons light up when you press them. If not, check the remote control batteries. If your remote control works with your Hawaiian Telcom TV Set Top Box, but not with your TV or
- VCR/DVD, try re-programming the remote control using the codes in the remote control user guide./li>
- Ensure that there is a clear path between the remote control and the equipment. If necessary, clean the infra-red receivers on the equipment.
No audio or poor audio quality
- Check to ensure that the audio output cables from the Hawaiian Telcom TV Set Top Box to the TV are firmly connected.
The power light on the Hawaiian Telcom TV Set Top Box is on, but I have a snowy screen on my TV
- If your Hawaiian Telcom remote control is programmed to control your TV, press the TV button and then press the Video Input button to cycle through your video inputs
- Refer to your TV’s remote control setup guide to change inputs on your TV.
- If you are unable to switch between video inputs by using your remote(s), refer to your TV’s user guide for further instructions.
- Check to ensure that your cables are firmly attached.
Some programs have black bars on the side of the screen
- The black bars appear when you watch standard definition programming on your HDTV. You can minimize or remove the black bars on the side of your screen by pressing OPTIONS on your remote control and navigate to select the optimum setting for your TV.
- To change the Aspect Ratio, press the Zoom button. Scroll down to Aspect Ratio and press OK. Scroll down to Stretch and press OK. This will minimize Black Bars on Standard Definition channels
The Hawaiian Telcom TV Set Top Box seems to be stuck or frozen on a screen
- Press the Menu button on your remote control.
- If the Menu page is not displayed, initiate the reset procedure as described below.
- If the problem persists, please call 643-6111.