Troubleshooting

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My DVR will not record. My recorded programs list is blank. How can this be fixed?

Sometimes one or more of the settop boxes in the house can “forget” which settop box is the DVR or the DVR itself can forget that it is the recording settop box. This can happen after a power outage or even a small power blip. It can also happen for no good reason at all.

The following procedure enables all of the settop boxes to figure out which box is the DVR and the DVR can figure out that it is the recording box. Then all the settop boxes can talk nicely to each other again.

This is a step-by-step process. DO NOT try to perform multiple steps at the same time.

  1. Unplug all Halstad Telephone equipment
    1. The modem
    2. All settop boxes
  2. Plug the MODEM back in first.
    1. Give it some time for the lights to go green. Some will be steady green, some will flash.
  3. Plug the DVR box back in next.
    1. Turn on the TV so you can watch the boot-up progress.
    2. To ensure you are at the DVR, look at the lower left corner of the front face of the settop box. The number will say either 7050, 2262, or 430. If it does not have one of these numbers, you are not at the DVR and you need to find the right box.
    3. When TV programming comes on, the boot process is complete and you are ready to go to the next step.
  4. Go to any of the remaining settop boxes and plug it back in.
    1. Turn on the TV to watch the progress.
    2. When TV programming comes on, proceed to the next step. You can turn off the TV if you wish.
  5. Repeat step 4 until all settop boxes have been rebooted.
  6. Wait about 15 minutes for the list of recorded programs to refresh, then check the list to see if your recorded programs are displayed. It is possible that the recorded programs have been lost.
  7. Manually record about one minute of programming to ensure the DVR is recording
    1. Manually record by pushing the red RECORD button
    2. Stop recording by pushing the STOP button which is right next to the RECORD button
    3. Check to see if the test recording appears in your list of recorded programs.
    4. If it does appear, recording is working normally.
    5. If it does not appear, call Halstad Telephone for assistance.

HTC local number: 456-2125
Toll Free: 800-457-2125
After Hours Help Desk: 888-891-3006

My settop box rebooted. Now it is sitting at the login screen. How do I login?

If for any reason your settop box displays the login screen, here is the procedure for logging in to your settop box.

  1. Use the number keys on your settop box remote to enter your Account ID (your Mediaroom ID
    If you do not know your Account ID you can find it by going to another settop box and on the settop box remote:

    1. Press Menu
    2. Press Right Arrow until Applications is bracketed
    3. Press the Down Arrow until Tech Setup is highlighted
    4. Press OK. Your Account ID will be displayed
    5. Press the Exit to TV button to close the menu
      — OR —
    6. Call Halstad Telephone to get your Account ID
  2. Press the Down Arrow to go to the Password field
  3. Use the number keys to type in your Password
    Unless you have had your Password changed, it will be 123123
  4. Press the Down Arrow to highlight OK
  5. Press OK on your remote. The boot up process will continue
  6. If you see a popup screen saying there is an update available for your settop box, highlight the option to run the update now and press OK

If you have trouble with this process, call:
HTC local number: 456-2125
Toll Free: 800-457-2125
After Hours Help Desk: 888-891-3006

My settop box is acting strange. Sometimes it loses signal, sometimes it pauses during playback, sometimes it will not boot up all the way. There is no consistent pattern. Can I fix this?

Sometimes a settop box seems like it just doesn’t want to cooperate. It will not give your TV a consistent signal no matter how many buttons you push. Here is a procedure to try that just might bring the settop box out of its confused state.

  1. Turn on the TV.
  2. Unplug the settop box.
    This can be achieved by either:

    1. Unplugging the power cord from the wall or outlet strip
    2. Unplugging the power cord from the back of the settop box.
      This power cord has a small, round, black plug with a skinny, black cord attached. If you reach around the settop box’s left side it is the FIRST cord you come to on the back of the box.
  3.  Wait 5-10 seconds.
  4. Use your thumb to push in BOTH the down arrow and the OK button on the front panel of your settop box.
  5. Plug the box back in and hold in the down arrow and OK button until you see something on the TV screen.
  6. Release the OK button and the down arrow.
  7. Let the settop box boot up.
  8. The box may come back to TV programming or it may come to the Account Management screen.
    1. The Account Management screen will want you to type in your Account ID and Password
    2. Use the number keys on your settop box remote to type in your Account ID (your Mediaroom ID)
    3. Press the Down Arrow and type in your Password
    4. Press the Down Arrow to highlight OK
    5. Press the OK button on your settop box remote
  9.  Hopefully, this procedure will give the settop box a chance to straighten itself out. If trouble continues, call:

HTC local number: 456-2125
Toll Free: 800-457-2125
After Hours Help Desk: 888-891-3006