Troubleshooting
with OCAP Software DCX3510-M
•
User Guide
29
365-095-25385-x.1
Troubleshooting
Before calling your service provider, review this troubleshooting guide. This information can
help you quickly solve a problem. If your problem still exists, contact your service provider.
Problem
Possible Solution
The DCX set-top will not
power on
•
The DCX set-top may have received a software update and may not power on
while the new software is being installed. Try again in a few minutes.
•
Verify that the AC power cord is connected to the DCX set-top and an AC outlet.
Unplug the DCX set-top from the AC outlet, plug it back in, and then press the
POWER button.
•
If the DCX set-top is connected to a switched outlet on another unit, verify that
the unit is powered on. Unplug the power cord from the DCX set-top’s AC outlet,
plug it back in, and then press the POWER button. It is recommended to use an
unswitched outlet, if possible.
•
Press the POWER button on the DCX set-top front panel instead of the remote
control. The batteries in the remote control may be depleted.
The remote control does
not work
•
Verify that the remote control is in “Cable” mode.
•
Verify that the remote is programmed for ARRIS remote codes.
•
Verify that there are no obstructions between the remote control and the DCX set-
top. Aim the remote control directly at the DCX set-top front panel, not the TV or
VCR.
•
The angle between the remote control and the DCX set-top may be too large.
Stand in front of the DCX set-top and not too far to either side.
•
Press and release operation keys one at a time, firmly and deliberately.
•
Check the batteries in the remote control. Install new batteries if needed.
There is no audio when
viewing cable channels
•
Verify that the mute button set-top or the remote control has not been pressed.
Press MUTE on the remote control to restore sound.
•
If the DCX set-top audio output is connected to the TV, verify that the MUTE
button on the TV has not been pressed.
•
If the DCX set-top audio output is connected to a home theater receiver, verify
that the receiver is set to the appropriate input source and the MUTE button on
the receiver has not been pressed.
•
Verify that you have the correct cables for the audio connections.
•
Verify that the audio cables are firmly connected between the DCX set-top and
the audio playback device (TV, receiver, DVD player, etc.).
7
