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CUTV Troubleshooting CUTV on Your Television

Problem: Snowy screen Problem: Picture is tiled / pixelated / confused; sound is distorted Problem: Fuzzy picture Problem: Channel Lineup page showing, but you cannot change to any channel     Problem: Snowy screen Solution #1: Your television is probably not set to display the right set of inputs. Many users have connections from multiple sources. For example, you may have a game console, a DVD player, and your CUTV Set Top Box connected to your television. The input can be changed on the television by using the Input, Game, or Line button on your television's remote control (NOT the STB remote control). Choose the input that corresponds with the label on the set of jacks where the white, yellow, and red connections from the STB are plugged into your TV. Solution #2: If you connected the STB to your TV using the antenna connectors, make sure your TV is tuned to channel 4. Solution #3: Check that the STB is actually turned on. The red light on the front of the STB is always on (when the power cord is plugged in) regardless of whether the box is on or off. You can determine if the STB is on by first pressing the STB button on the remote so it briefly glows red, then pressing the red power button on the STB remote control. If the STB is in Standby mode, when you push the power button, the LED on the STB will blink twice as it turns on. If the STB is On, when you push the power button, the STB LED will blink once as it goes to sleep.   Problem: Picture is tiled / pixelated / confused; sound is distorted Solution: You probably tried to change channels (surf) faster than the hardware could handle. There is no real solution other than waiting (a few seconds up to five minutes) for the picture and sound to clear. Turning the TV or the STB off and back on can actually make it worse! Repeatedly pressing the CH+ or CH- buttons will definitely make it worse! You can avoid this problem by using the number buttons on your remote to change channels instead of using the CH + and CH - buttons.

Other Topics General Information Subscribing to CUTV Managing Your Subscription CUTV Channel Guide TV Program Listings Installing CUTV on Your Computer Using CUTV on Your Computer Troubleshooting CUTV on Your Computer Setting up CUTV with Your Television Using CUTV with Your Television Troubleshooting CUTV with Your Television (you are here) Frequently Asked Questions Help & Technical Support Terms & Conditions of CUTV Service ResNet Users: Sharing Your ResNet Jack Between a Computer and a TV Cancelling Your CUTV Subscription Equipment Pickup & Return Locations

Problem: Fuzzy picture

Solution:

If you used the red, white, and yellow A/V plugs to connect the STB to your television, make sure they are connected firmly. The black plug at the end of the cable with the red, white, and yellow A/V plugs should not be used.

If you used a coaxial cable to connect the STB to your television, make sure both ends of the cable are connected firmly.

 

Problem: Channel Lineup page showing, but you cannot change to any channel

Solution #1:

It is likely that the Smart Card (which looks like a credit card with a gold patch on one side) is not inserted properly into the Set Top Box.

The side of the card with the gold contacts must face toward the red light on the front of the STB.

The end of the card with the gold contacts must be inserted into the STB first.

The card should be pushed in firmly. When properly inserted, about ½ inch of the card will stick out. Once inserted, the card should not need to be removed.

Solution #2 (ResNet only):

Some ResNet users want to use their ResNet jack simultaneously with both a computer connection and CUTV on a television; this is possible with a switch, hub, or router. If you are using a switch or hub, make sure that you use the cable provided by ResNet to connect the wall jack to the switch/hub, and commercially available cables from the switch/hub to your computer and your STB. See our Sharing Your Jack page for details. If you are using a router, you are on your own. As stated in the CUTV Terms and Conditions, use with routers may work, but it is the user's responsibility and is not supported.

(Faculty & Staff users cannot share the wall jack on which they receive CUTV with any other device, so solution #2 is not useful for them.)