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25
Sound Problems
Symptom:
You can see a picture on your television, but there is no sound on any of the channels.
Potential solutions:
1.
Ensure that all applicable home entertainment equipment (e.g., TV, VCR, DVD, Home Theatre receiver, etc.) is powered on.
2.
Ensure that the MUTE option is not selected on any of your home entertainment equipment.
3.
Ensure that the volume is turned up on all of your equipment.
4.
There may be a problem with how your audio cables are connected to your equipment. Ensure that the cables are connected
properly and securely. (Additional information can be found at
rogers.com/myStartup
)
5.
Ensure that your television and/or VCR are tuned to the correct input and output channels (e.g., HDMI, Video 1, etc.).
Remote Control Problems
Symptom:
Your remote does not control your digital box (on/off, volume, channels, etc.).
Potential solutions:
1.
Verify that the remote is set to Cable Mode by pressing the
button at the top of the remote.
2.
Ensure that there is no obstruction blocking the infra-red sensor of the remote from communicating with the digital box.
3.
Ensure that the lights at the top of the remote blink when a button is pressed. If not, replace the batteries (2 AA).
4.
If your remote can control all functions on your digital box except the volume, ensure that the volume control is not set to
the fi xed audio option in the General Settings menu. See
page 9
for more information.
5.
If you are still having problems, try changing channels by pressing
or
on the front of your digital box. Attempt to
use the remote control again.
If this did not fi x your problem, please visit
rogers.com
and click on the Support Tab to chat live with a Rogers
representative, or contact us at
1 866 368-8335
.
‘Not Authorized’ Message
Problems Viewing On Demand
Symptom:
You receive a
Not Authorized
message on a channel to which you subscribe.
Potential solutions:
1.
Ensure you are subscribed to the channel in question. If you are not currently suscribed to the channel, you can Get More by ordering
through the Quick Start menu.
2.
Re-authorize your digital box through Self Help in the QSM or by calling
1 866 894-9962
and following the voice prompts.
3.
Select your language.
4.
You will be prompted to enter your home phone number. Enter the phone number that is associated with your cable account. Hang up
the phone.
5.
Your box will be automatically re-authorized. It may take up to 30 minutes for this to happen.
6.
Check to see if the problem you were having is now fi xed.
If this did not fi x your problem, please visit
rogers.com
and click on the Support Tab to chat live with a Rogers representative, or contact
us at
1 866 368-8335
.
Symptom:
•
You receive an error message when accessing any of the On Demand menus.
•
You are unable to order an On Demand program.
•
An On Demand program suddenly stops playing.
Potential solutions:
1.
Use the channel
or
buttons on your remote to change to another channel.
2.
Go back to the On Demand channel you were viewing and press
.
3.
Make sure the menu loads and that you can order/resume your chosen program.
4.
If it is still not fi xed, reset and/or re-authorize your digital box by following the steps above for ‘Not Authorized’ Message or learn how to
reset your digital box on
page 23
.
If this did not fi x your problem, please visit
rogers.com
and click on the Support Tab to chat live with a Rogers representative, or contact
us at
1 866 368-8335
.
If you receive a ‘Not Authorized’ message when you access Channel 975 you do
not have TV Call Display. See
page 68
for more information on this feature.
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