Experiencing issues with your TV service can be frustrating, but we’re here to help. This troubleshooting guide covers common problems and their solutions to get your TV back up and running. If your TV is showing “No Signal,” follow the steps below to diagnose and fix the issue.
TV Is Showing “No Signal”
Possible Cause 1: Set-Top Box is powered off. The ENTONE Set-Top should display a blue light on the front panel. If a red light is present, the STB is powered off.
Solution: Press the button labeled STB on your IPTV remote and then press the Power Button. This should cause the red light to become green or blue. The Set-Top is now powered on.
Possible Cause 2: TV unit is not on the correct input.
Solution: Press the button labeled TV on your IPTV remote and then press the INPUT Button (the INPUT Button is located at the bottom-left of the remote). Go through the inputs listed until you get to the appropriate input that results in a picture. If the Input is TV or Cable, make sure the TV channel is set to 3 or 4.
Possible Cause 3: Cables connecting the Set Top to the TV are not connected correctly (such cables may be Coaxial, HDMI, RCA-yellow red white, or Component-blue red green).
Solution: Secure the cables to the Set-Top Box and to the TV unit.
Set Top Box Will Not Boot up – StarTV with Modem
Possible Cause 1: Modem (COMTREND or ZHONE) is not synced with our Field Equipment (DSL or ADSL light on the modem is blinking and not solid green).
Solution: Ensure that the incoming phone line is connected to the LINE or ADSL port on back of modem.
Possible Cause 2: Modem (COMTREND or ZHONE) is not powered up (no lights are showing on the modem).
Solution: Check the power supply for secure connection. Determine that power is getting to the receptacle.
Possible Cause 3: Set-Top Box is not making physical connection back to the modem (LAN lights on front panel of modem coincide with LAN ports on back of modem).
Solution: Ensure secure connection of Ethernet cable (large phone cord) into LAN2, 3, or 4. Ensure secure connection of Ethernet cable (large phone cable) into the back of the Set-Top Box.
*If all of the above causes have been resolved and the Set-Top Box still does not boot up, please power cycle the modem. If the issue remains call the Main Office for Technical Support*
Set Top Box Will Not Boot up – StarTV Fiber-to-the-Home Service
Possible Cause 1: Battery backup supply unit (grey box with cyber-power labeling) is not plugged into AC outlet, or the supply cable going outside from the unit to the Fiber Mod is not secure in the unit (typically this cable will be routed down into the floor).
Solution: Ensure that the Battery Backup Supply unit is plugged in to a working AC Outlet. Ensure that the supply cable going out to the Fiber Mod is secure in the unit.
Possible Cause 2: Set-Top Box is not making physical connection back to the Fiber Mod.
Solution: Ensure secure connection of Ethernet cable (large phone cord) into the back of the Set-Top Box.
*If all of the above causes have been resolved and the Set Top Box still does not boot up call the Main Office for Technical Support*
Set Top Box Will Not Boot up – Luminous Service
Possible Cause 1: Fiber ONT (white ZHONE unit) is not synced with our Field Equipment (DSL or ADSL light on the modem is blinking and not solid green).
Solution: Ensure that the incoming phone line is connected to the LINE or ADSL port on back of modem.
Possible Cause 2: Fiber ONT (white ZHONE unit) is not powered up (no lights are showing on the modem).
Solution: Check the power supply for secure connection. Determine that power is getting to the receptacle.
Possible Cause 3: Set-top box is not making physical connection back to the Fiber ONT.
Solution: Ensure secure connection of Ethernet cable (large phone cord) into LAN2, 3, or 4. Ensure secure connection of Ethernet cable (large phone cable) into the back of the Set-Top Box.
*If all of the above causes have been resolved and the Set-Top Box still does not boot up, please power cycle the modem. If the issue remains call the Main Office for Technical Support*
No Video or Standstill Video on the Screen
Cause: Set-Top Box has stopped passing video through.
Solution: Power cycle the Set-Top Box by unplugging the power to the set-top and replugging (power cord is typically the smaller black cord connected to rear of the box).
No Audio on Some or All Channels
Cause: Set-Top Box has stopped passing audio through.
Solution: Power Cycle the Set-Top Box by unplugging the power to the Set-Top and replugging (power cord is typically the smaller black cord connected to rear of the box).
Cannot Change the Channels with the Remote
Possible Cause 1: Batteries in remote are dead (STB button should light up red when changing channels. If not then check batteries).
Solution: Change out the batteries in the remote.
Possible Cause 2: Infrared Eye on the Set-Top Box is blocked.
Solution: Make sure no objects are in front of the Set-Top Box that may be blocking the remote signal.
Remote Trouble Shooting
Star TV Phone Support
Dial 611 from your Star telephone. When prompted, choose option 1, then choose option 3.
