Troubleshooting Tips

Basic Troubleshooting Steps
By performing basic troubleshooting before you call our Technical Support team, you can often resolve the problem immediately and save time. Try using the following steps:

Step 1: Verify that your set-top box is powered on. A green light should be lit on the front of your box. If not, you can turn it on with your remote control. Simply press the STB button and then the POWER button on your remote.

Step 2: Check power to equipment – Verify the electrical outlet has power and the correct power cord is securely plugged in to TV, set-top box, etc…

Step 3: Check cables and connectors – Make sure all cords and cables from set-top box to TV, and any cords going to and from VCRs or DVD players are securely plugged in.

Step 4: Reboot the set-top box – Unplug the black power cord from the back of the set-top box for 10 seconds and then plug it back in. When you see a picture on your TV screen, the reboot is complete.

Step 5: Verify TV is on the correct input. Simply press the source/input button on the TV remote until you see a picture.

Step 6: If you are using your TV's coaxial input then verify TV is on the right channel – Usually channel 3 or 4.

Is your TV screen black and you're not sure why?

1. Verify that the power to your TV is on. To turn on your TV with the SkyBest TV remote simply press the TV button on the remote then the POWER button.
2. Verify that the power to the set-top box is on. See Basic Troubleshooting Step 1 above for instructions.
   • NOTE: If step #1 or #2 resolves your issue, do not proceed to step #3.
3. Reboot the set-top box – See Basic Troubleshooting Step 4 above for instructions.

Is your TV screen blue and you're not sure why?

1. Make sure the TV is on the right input. See Basic Troubleshooting Step 5 above for instructions.
2. Verify that all other devices such as a VCR or DVD player are turned off.

What channel does my TV need to be on for SkyBest TV to work?
Usually your TV will need to be on Channel 3 or 4. This will be determined by what is selected in the hardware settings of the set-top box (STB). (Many newer TVs have dedicated inputs that are not dependent on the TV channel.)

Does your screen read “Video Signal Blocked” or “This channel is currently unavailable”?
These messages crawling across your TV screen can mean two things:

1. On the guide, if you see BLOCKED listed in red letters that means the channel is being blocked by the parental control setting on the set top box. See enclosed Parental Control Instructions to change your preferences.
2. If the guide does NOT show the word BLOCKED, that means the channel you are trying to watch is not included in your SkyBest TV package. Please call SkyLine/SkyBest to upgrade your service.

I am unable to see all channels in the guide.
You might have the guide on the “Subscribed,” “HD” or “Favorites” List instead of the “All Channel” List. Press Guide on your SkyBest TV remote control until you see ALL appear in the left corner of the guide. If this does not correct the problem, check your parental control settings. Blocked channel(s) may not show up in the guide. See enclosed Parental Control Instructions to change your preferences.

How can I operate my TV with my SkyBest TV Remote Control?  (see remote diagram)
To turn your TV on and off, press your remote control's TV button and then its POWER button. To adjust your TV's volume, press your remote control's TV button and then its VOLUME button to reach the desired volume. To go back and operate any advanced functions on your set-top box, such as the guide or DVR, you will need to press the STB button on your SkyBest TV remote. This returns your remote control to set-top box operation mode.

*Certain lesser-known TV brands cannot be operated with a SkyBest TV remote. Your technician will alert you at the time of installation if the remote cannot be programmed to control your TV. In those cases, you will need to use your TV remote to operate the TV.

My remote isn't working properly.
Verify that the batteries are not dead/low. If this is not the problem, verify that the correct device button is activated. To activate your set-top box press the STB button on the SkyBest TV remote control. To operate your television set press the TV button on the remote control. To operate your DVD player, press the DVD button on the remote, etc.

There is no signal on the TV, the picture is snowy or the TV picture has blocks or is tiling.
Reboot your set-top box. See Basic Troubleshooting Step 4 for instructions.

A program I scheduled to record did not record. What happened?
There may have been a conflict in your DVR Schedule. You can schedule two programs to record at once, however a set‐top box (STB) will need to be tuned to one of the programs. If not, one of your shows will not record. In the event that you are away during pre‐scheduled recordings, your STB is programmed to automatically tune to the second program that you scheduled to record so that both programs will be recorded.

You can prioritize scheduled series recordings in the event of a conflict where you have more than two series scheduled to record at the same time. Please note that the system will not let you manually set‐up more than two (2) non‐series recordings to record at the same time.

Prioritize Scheduled Series Recordings
With your DVR, you can easily change the priority of your scheduled series recordings.

1. Press the MENU button on your remote.
2. Scroll to “DVR” and press OK on your remote.
3. Scroll to “Schedule Priority” and press OK on your remote.
4. Scroll to the scheduled recording for which you would like to set the priority level and press OK on your remote. A list of choices will appear.
5. Scroll to “Move Up” or “Move Down” and press OK on your remote.
6. To move the priority level of a particular scheduled recording up or down multiple spaces you will need to repeat this process.

To avoid this type of conflict, it is important to periodically review your series recordings and
priorities and purge out shows that you no longer wish to record.

If these topics do not answer your questions, please call Repair Services at 611 or (877) 475-9546.