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Troubleshooting Your
Hawaiian Telcom TV System
My Set Top Box won't turn on
Press the front panel power button on your Set Top Box.
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.
No picture
If the picture isn't showing on your TV, try these steps:
Confirm that your TV is on the correct input.
1. Press
.
2. Press
(TV/ VIDEO). Find the correct input for your TV service. Press
3. Press
.
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.
Poor picture quality
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.).
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.
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Troubleshooting your Hawaiian Telcom TV system
OK
Hawaiian Telcom TV Set Top Box does not respond to my remote control unit
Check the batteries in your remote.
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.
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 TV/Video 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.
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 you're still unable to solve the problem, reset the Set Top Box by unplugging it from the power
outlet for at least 10 seconds and plugging it back in. This resets the device and usually resolves
most problems related to the box. If the problem persists, please call 643-4888.
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