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MyTV Troubleshooting

My Set Top Box will not turn on. What could be the problem?

Your set-top box may be updating. Wait a few minutes and try it again. Be sure the power cord is plugged in and that the outlet is working. Also, try turning on the set-top box manually by pushing the power button on the front instead of using your remote (batteries in the remote may be dead).

What should I do if my Set Top Box appears to not work correctly?

Verify the TV is on. Be sure the STB power is on. Confirm the correct input is selected.

How do I reboot (power cycle) my MyTV set-top box?

The preferred method of Power Cycling your set-top box is to unplug your STB from the wall outlet, wait 30 seconds, and plug it back in. This will reboot your STB. Television programming will return to the screen and the correct time will appear on the set-top box once the reboot completes. If these steps do not correct the problem, please Contact Us for customer assistance.

What should I do if I am not getting a signal?

Press the Input button on your remote or television.

What should I do if there is no video picture on the TV screen?

Be sure your TV and STB are on. Verify the correct input source is selected. If your TV or STB is connected to a home theater system, be sure it is powered on as well. Also, tighten any loose cables by hand.

I see snow on my TV and no picture. What should I do?

You may have mistakenly turned the TV channel on the TV tuner itself. To correct it, hit the Input button on your remote and verify it is set to the correct input. (If you have a coaxial cable connection from your STB to your TV, be sure that your TV is tuned to Channel 3 or 4. Also, reconnect any loose cables by hand.) Your input setting should be indicated on the Order Form in your Welcome Kit.

Why can I see a picture, but not hear any sound?

First, press the MUTE button on the remote to be sure MUTE is off. Then, try turning up the volume. If you are still experiencing problems, verify that all cables attached to the AUDIO INPUT JACKS on the back of your set-top box and your TV or home theater system have been properly attached and secured.

Why is the picture not the same size as my television?

The resolution on your set top box must be compatible to your television. For a standard television and set top box, the resolution should be set to 480i. HD televisions and set top boxes should be set to 1080i.

Why do I have a picture, but no info bar?

Try doing a power cycle.

What should I do if my Electronic Program Guide is frozen?

Try doing a power cycle. Please note, it may take a few minutes for the software to update and the EPG to become operational again.

Why doesn't the remote control work?

Be sure the STB mode is on by pressing the STB button on your remote. Be sure there are no obstructions between the remote and the set-top box. Finally, replace the batteries if necessary.

© 2017 Randolph Telephone Telecommunications Inc. All rights reserved.
317 East Dixie Drive Asheboro, NC 27203; Phone: (336) 879-5684 or (336) 622-7900
Email: csrep@rtmc.coop