TV Support

Perform a Factory Reset on your NexTV Remote:   

1. Ensure both your TV and NexTV are powered on and you are on the correct TV input (so you can see your NexTV, whether it be the home screen or any subsequent screens) 
2. Press/hold both 1 and 6 for at least three seconds until the TV/AUX POWER key flashes twice then stays on.  
3. Enter 9 8 1 and then press OK. After completing the sequence, the STB key will flash twice. The TV settings are now deleted from the remote control, and it returns to factory settings.   
4. Please follow the on-screen instructions for pairing the remote to the NexTV box then pairing to the TV via directions on their TV screen.  
5. If you encounter any issues, please contact us at 1-866-363-2225, we are here to help!  

1. Press the Guide button on your NexTV remote  
2. Once you are in your Guide, press the left directional arrow on our NexTV remote  
3. This will open up you filters section  
4. Ensure that there are no filters selected, other than, ‘Show Subscribed Channels Only’. If there are other filters, remove those via navigating to the particular filter and pressing the ‘select’ button (in the middle of the directional arrows) and ensuring that the blue dot is slid to the right and turns grey. 
5. If there are no other filters shown, remove all filters, including ‘Show Subscribed Channels Only’ via the steps outline in step 4.  
6. Press on the right directional arrow to go back into the Guide  
7. Navigate to the channel that was not previously shown in the Guide  
8. If this channel is grey, please follow the steps outlined in ‘NexTV How do I fix ‘Call to Subscribe’ on channels I know I subscribe to?’ section  

1. Ensure that both your TV and NexTV boxes are connected to power and turned on.  
   • If your TV is unable to be powered on, please investigate the cause and resolution prior to continuing.   
   • To power on your NexTV box, ensure that a blue light is shown on the box itself. If it has a red light, you can either press the STB button on your NexTV remote or press the power button on the front of the NexTV box itself.  
     • If no light is shown on the NexTV box, trace the NexTV box’s power cord and reseat (unplug, wait ten seconds, plug back inits connection on the back of the NexTV box and the pronged connection where it is plugged in (typically power bar, wall outlet, or extension cord in rare instances) once completed, re-attempt the steps detailed above. If it does not fix the issue, change the power source if possible. If you do not have another power source, test with a different device to see if that works, if it does not, please investigate the power issue via your own means. If the other device works, call 1-866-363-2225.
2. Ensure that the HDMI cord is plugged into both the NexTV box and TV, connecting the two. While verifying this, please reseat the HDMI connection on each device, if possible.  
3. Change the TV input via the steps below:  

Note: As there are many makes/models of TVs, these are generic steps. Your TV may be slightly different, therefore, please use these steps as a suggestion and infer what settings to change.  

• On your TV remote, find the source or Input button, or the button that appears like a box with an arrow in the middle of it OR  
• On your NexTV remote, press the Source button that looks like an arrow in the middle of it (located on the top of your remote between the TV Aux and STB buttons  
• If a Menu appears, see with input it is currently on. Please note, this menu may disappear so y0ou may need to press the source button again.  
• Now, periodically change the highlighted input via pressing the source/input button  
• Once another HDMI input is selected, wait a moment, see if the issue is resolved  
• If not, repeat this step.  

Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step, but some do.

Some Smart TVs:

1. Press the Home button on your Smart TV’s remote  
2. On the border/ribbon Menu that appears, navigate to either Source, Input, or the Input Icon (It looks like a box with an arrow in it, see your NexTV remote for what the icon looks like)  
3. Select an HDMI input or it may be listed as ‘Unknown’  
4. If issues persist afterwards, please contact us at 1-866-363-2225. 

Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step but some do.  

1. Press the Home button on your NexTV remote to access the NexTV Home Screen  
2. From the Home Screen, navigate to Settings (Gear icon on the left side of the ribbon)  
3. Select System  
4. Select Apps 
5. Select EspialTV  
6. Select Clear data  
7. Select OK  
8. Navigate to the home screen using the back button  
    

Note: You may need to complete a NexTV restart afterwards. To do so, press and hold the STB button on your NexTV remote. In the Menu that appears, select ‘Restart’. Wait for the box to finish rebooting. 

1. Turn both the TV and Amino Box off (turn Amino box off but pressing/releasing the STB button, ensure there is a red light shown on the front of the Amino Box when off, and a blue light is displayed when on).
2. Turn on the TV, allow it to fully boot up, then turn on the Amino box.
3. Reseat (unplug, wait 10 seconds, then firmly plug in again) the HDMI cable from both the Amino box and the TV.
4. Change which HDMI port on the TV the Amino box is connected (ex. If connected to HDMI1, connect to HDMI2, ensure to change the input on the TV).
5. Replace HDMI cord if possible.
6. If issues persist, please contact us at 1-866-363-2225.

Error code 767 pertains to an issue with internet access. Please check another internet-connected device and see if that is working. If it is not, please see the corresponding section to the symptoms you are experiencing on your devices (connected without internet or modem offline). If the issue only pertains to your NexTV box(es), please follow the steps below.

Start the process to Restart the NexTV box(es) by:  

1. Pressing and holding the STB button on your NexTV remote  
2. On the Menu that appears, select ‘Restart’  
3. Wait for the box to finish rebooting.  
4. Re-test  
5. If issues persist, navigate to your NexTV home screen by pressing the Home button on your NexTV remote  
6. Go to Settings (Gear icon locate on the left side of the ribbon)  
7. Go to System  
8. Go to Network & Internet  
9. Ensure you are connected to either your WIFI network or Ethernet  
   •  If the NexTV box is typically WIFI connected and it is not currently connected, attempt to reconnect to your WIFI network via clicking on the WIFI option, then selecting your network. This should prompt you to re-enter your password or if it is stored, it will automatically connect. If it fails, attempt to forget the network via selecting this network then re-trying the connection process.  
   •   If Ethernet connected and it is showing that it is not, reseat the connections on the back on the NexTV box and where the other end of the Ethernet is connected to (either to a switch, outlet, modem/router/pod). If it is a pod, power cycle that pod at this time as well via unplugging it from its power source, wait 20 seconds, and plug it back in (this should reboot the pod which typically restores its service in 5-15 mins)  
10. Once the device is verified to be connected to the internet, retest the service by attempting to watch a LiveTV channel. If issues persist, please contact us at 1-866-363-2225  

If on a TiVo Gateway:   

1. Look at the front of the TIVO Gateway.  
2. If you see 3 flashing lights, contact us at 1-866-363-2225  
3. If you see no lights, attempt to turn on the TIVO Gateway via the IVO remote (via pressing on the silver TIVO button located on the top of your remote)  
4. If this does not work, attempt to verify the power cable of the TIVO Gateway via ensuring it is plugged into a working power source, if it is not, please connect/reconnect to one.   
5. Note: Please do not unplug/re-plug in the TiVo Gateway from power under any circumstances. This can cause hardware failure.  
6. Ensure that the HDMI cord is plugged into both the TiVo Gateway and TV, connecting the two. While verifying this, please reseat the HDMI connection on each device, if possible.  

Change the TV input via the steps below:  

1. Note: As there are many makes/models of TVs, these are generic steps. Your TV may be slightly different, therefore, please use these steps as a suggestion and infer what settings to change.  
2. On your TV remote, find the source or Input button, or the button that appears like a box with an arrow in the middle of it  

• OR  

1. On your TiVo remote, press the Input button (located on the top left of your remote, underneath the TV Power/Pwr button)  
2. If a Menu appears, see which input it is currently on. Please note, this menu may disappear so you may need to press the Input button again.  
3. Now, periodically change the highlighted input via pressing the source/input button  
4. Once another HDMI input is selected, wait a moment, see if the issue is resolved  
5. If not, repeat this step.  
6. Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step, but some do.  

Some Smart TVs:

1. Press the Home button on your Smart TV’s remote  
2. On the border/ribbon Menu that appears, navigate to either Source, Input, or the Input Icon (It looks like a box with an arrow in it)  
3. Select an HDMI input or it may be listed as ‘Unknown’  
4. Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step but some do.  
5. If issues persist afterwards, please do contact us at 1-866-363-2225.  

If on a TiVo Player (smaller TiVo box if you have more than 1 in your home):  

1. Look at the front of the TiVo Player and ensure you see a light on the front of it  
2. If you see no lights, attempt to turn on the TiVo player via the TiVo remote (via pressing on the silver TiVo button located on the top of your remote)  
3. If this does not work, attempt to verify the power cable of the TiVo Player via ensuring it is plugged into a working power source, if it is not, please connect/reconnect to one.   
4. Note: You can unplug/re-plug in the TiVo Player from power under any circumstances. This should not cause hardware failure.  
5. Ensure that the HDMI cord is plugged into both the TiVo Gateway and TV, connecting the two. While verifying this, please reseat the HDMI connection on each device, if possible.  

Change the TV input via the steps below:  

1. Note: As there are many makes/models of TVs, these are generic steps. Your TV may be slightly different, therefore, please use these steps as a suggestion and infer what settings to change.  
2. On your TV remote, find the source or Input button, or the button that appears like a box with an arrow in the middle of it  

• OR  

1. On your TiVo remote, press the Input button (located on the top left of your remote, underneath the TV Power/Pwr button)  
2. If a Menu appears, see with input it is currently on. Please note, this menu may disappear so you may need to press the Input button again.  
3. Now, periodically change the highlighted input via pressing the source/input button  
4. Once another HDMI input is selected, wait a moment, see if the issue is resolved  
5. If not, repeat step 10. If this does not resolve the issue, please restart your TV or unplug it from power, wait 20 seconds, and plug it back in. Once your TV completes its restarting process, repeat steps 6 or 7 onward. If issues persist, please contact us at 1-866-363-2225.   
6. Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step, but some do.  

Some Smart TVs:

1. Press the Home button on your Smart TV’s remote  
2. On the border/ribbon Menu that appears, navigate to either Source, Input, or the Input Icon (It looks like a box with an arrow in it)  
3. Select an HDMI input or it may be listed as ‘Unknown’  
4. Note: If you notice that when you highlight an input, and it reverts back to the original input it was on, you may need to press the select/OK button to select that particular input. Most TVs do not require this step but some do.  
5. If issues persist afterwards, please do contact us at 1-866-363-2225.  

This signifies a hardware failure. Unfortunately, it will require a service call with one of our trained technicians in order to detail the next step towards a resolution. Please call 1-866-363-2225 and speak to our 24/7 technical support help desk. Power cycling the device by unplugging it, waiting 2-3 minutes, and plugging it back in, may resolve the issue temporarily.  

1. You will need to run a ‘Calling home’ or Tivo Service Connection.  
2. Navigate to press the TIVO Button (big silver button at the top of the remote) to get to the Main TIVO Screen 
3. Navigate to the left and select Menu  
4. Navigate to Settings and press Okay (two buttons below the TIVO button)  
5. Navigate to Network Settings and press Okay  
6. Navigate to TiVo Service Connection and press Okay (even if it says ‘Succeeded’)  

This will run through its processes. The Loading Info section will typically take 2-5 minutes   

Note: The ‘Loading Info’ stage may take up to 45 minutes to complete. If the TIVO service was functioning prior, you can go back to Live TV while this is occurring [via pressing Okay on Go back (connecting will continue)].   

Once completed perform a Restart (steps shown in section below)  

TIVO Box Restart     

1. Press the TiVo button   
2. Select Menu  
3. Select Help   
4. Select Restart Box    
5. Press ‘Thumbs Down’ button 3 times   
6. Press the ENTER button on the Remote (lower right corner)  

All below actions take place on the TIVO Gateway (this section is not available on TIVO Players).

1. TIVO Button  
2. Menu   
3. Settings   
4. Channel Settings   
5. Channel Listings   
6. Check mark specific channel  
7. If this does not rectify the issue, please start the steps detailed in the ‘How do I fix ‘Temporarily Off-Air’ on some or all my channels?’ 

1. You will need to run a ‘Calling home’ or Tivo Service Connection.  
2. Navigate to press the TIVO Button (big silver button at the top of the remote) to get to the Main TIVO Screen 
3. Navigate to the left and select Menu  
4. Navigate to Settings and press Okay (two buttons below the TIVO button)  
5. Navigate to Network Settings and press Okay  
6. Navigate to TiVo Service Connection and press Okay (even if it says ‘Succeeded’)  

This will run through its processes. The Loading Info section will typically take 2-5 minutes   

Note: The ‘Loading Info’ stage may take up to 45 minutes to complete. If the TIVO service was functioning prior, you can go back to Live TV while this is occurring [via pressing  Okay on Go back (connecting will continue)].   

Ensure the TiVo Box and TV you are trying to pair the TIVO remote to is connected to power.   

On your TiVo remote, TiVo remote pairing to TiVo Box:  

1. Press and hold the TiVo button and the TV PWR button, simultaneously until a steady Red light appears above the TiVo button  
2. Press 'thumbs down' button 3 times, then press enter on your TiVo remote  
3. The Red light will blink 3 times then disappear  
4. Press/release any key on the TiVo remote  
5. An Orange/Yellow light will appear above the TIVO button and flash  
6.  This light will eventually flash rapidly then go out.  
7. Please test the remote to ensure it is working   
8. If this does not fix the issue, please contact us at 1-866-363-2225  
    

TiVo remote Pairing to TV  

1. On your TiVo remote, press the TiVo button to go to your TiVo Homescreen  
2. Navigate to Menu   
3. Navigate to Settings   
4. Choose Remote, Cablecard and Devices   
5. Choose Remote Control Setup   
6. Follow the onscreen instructions to program your remote   
   • Complete part 1 (displayed on your TV screen) to control the TV's power, volume and mute functions   
   • Complete part 2 (displayed on your TV screen) to control the A/V system   
   • Complete part 3 (displayed on your TV screen) to control the TV's input function   
   • Complete part 4 (displayed on your TV screen) to customize the behaviour of the remote's advance and replay buttons  
   • Complete part 5 to pair the remote with the TIVO box to use RF functionality. RF mode allows the remote to control the TIVO box even if it's not within line of sight of the remote 

Previously, The Weather Network feed was tailored to the specific areas in which it was broadcasted. Unfortunately, this is no longer the case. The national feed has been put in the place. At this point in time, there is no expected ETA of this being reverted back to its previous broadcasting format. We apologize for any inconvenience this may have caused. 

1. Check the Front of the Cable Box  
   • Look at the front of the cable box and ensure that you see a light on it.  
2. Check for Lights  
   • If you don’t see any lights, try turning on the cable box using the remote by pressing the Cable Power button if it is our simplified remote. For our standard remotes, please press the Cable button then the Master Power or Power button (do not select Watch Cable as that will change the state of both your TV and cable box, which may not yield the desired result).  
3. Verify the Power Cable  
   • If the cable box still doesn’t turn on, check the power cable to ensure it’s plugged into a working power source. If it's not, reconnect or plug it back in.  
4. Check the Cable Connections  
   • Ensure that the HDMI cable, coaxial cable, RCA cables, or AV cables are securely connected to both the cable box and the TV.  
     • For HDMI: Make sure it’s firmly plugged into both the cable box and the TV.  
     • For Coaxial Cable: Ensure the coax cable is securely connected from the cable box to the TV or wall outlet.  
     • For RCA/AV Cables: Make sure the colored RCA cables (red, white, yellow) are connected correctly from the cable box to the TV (matching colors to ports).  
   •   Note: While checking these connections, reseat (unplug and replug) the cable on each device if possible. Additionally, unplug the power cable from the back of the cable box, wait 20 seconds, and plug it back in. Ensure that the power light is on the cable box prior to removing the power cable and that it returns once you plug it back in.  
5. Change the TV Input  
   • Note: As there are many different makes and models of TVs, these steps are general. Your TV may be slightly different, so please use these steps as suggestions and adjust accordingly.  
   •   Steps to Change TV Input:  
     •   On your TV remote, find the Source or Input button, or the button that looks like a box with an arrow in the middle.  
   •   OR  
     •   On your cable box remote, press the Input button (located on the top left of your remote, underneath the TV Pwr button).  
6. Select the Correct Input  
   • If a menu appears, check which input it is currently on. Note that the menu may disappear, so you might need to press the Input button again.  
   • Periodically press the Source/Input button to change the highlighted input.  
   • Once another HDMI input or other input source (e.g., Cable or Coax or TV for AV) is selected, wait a moment to see if the issue is resolved.  
   • Note: If you have a coaxial cable between your TV and cable box, and you are on the Cable input, you will need to ensure you are on channel 3. Please ensure you navigate to this channel using your TV remote.  
7. Restart the TV  
   •   If changing the input doesn’t work, restart your TV either through the TV’s settings (if you know how) or by:  
     •   Unplug it from the power source.  
     •   Wait 20 seconds, then plug it back in.  
   •   Once the TV has restarted, repeat from ‘Steps to Change TV Input’ onward.  
8. If the Input Reverts Back
   •   If you notice that when you highlight an input, and it automatically reverts back to the original input, you may need to press the Select/OK button to confirm the selection. Most TVs don’t require this step, but some models do.  
9. For Smart TVs  
   •   Press the Home button on your Smart TV remote.  
     •   On the border or ribbon menu that appears, navigate to either Source, Input, or the Input Icon (which looks like a box with an arrow in it).  
   •   Select an HDMI input or it may be listed as ‘Unknown’ (or Cable for Coax or AV if using those connections).  
     •   Note: If the input reverts back to the original input, you may need to press the Select/OK button to confirm the input. This step is necessary for some TVs, though not for all.  
10. Contact Us  
    •   If the issue persists, please contact us at 1-866-363-2225 for further assistance. 

1. Unplug the Cable Box  
   • Locate the power cord connected to the cable box.  
   • Gently unplug the power cord from the electrical outlet, the power bar, or from the back of the cable box, whichever you prefer. Leave it unplugged for about 30 seconds to 1 minute.  
2. Wait 30 Seconds to 1 Minute  
   • This waiting period allows the cable box to fully reset, clear any temporary issues, and restart fresh.  
3. Plug the Cable Box Back In  
   • After waiting, plug the power cord back into the electrical outlet or power bar.  
4. Wait for the Cable Box to Reboot  
   • The cable box will start its rebooting process. It may take a few minutes. You might see lights flash or the screen display a ‘Passport Guide’ screen. This will load, please allow for roughly 5-15 minutes. You will be able to tell that it has been completed when you see Live TV.   
5. Check for Service  
   • Once the reboot process is complete, check if the issue has been resolved by trying to access channels or services again.  

1. Cross reference what you have available and what is shown in our Channel Brochure found here.
2. If you have verified that you have the channel, please follow the steps outlined in the ‘Digital Box - How do I fix a Black Screen shown on my TV?’ section.  

1. Ensure the cable box and TV are powered on. If they are not, please turn both on (cable box being signified by either a green, blue, or orange/yellow light)  
2. Attempt the steps detailed in the Digital Box    How do I fix ‘Temporarily Off-Air’ appearing on some or all channels?’ section.  
3. If this does not rectify the issue, either restart your TV or power cycle it via unplugging it from power, waiting 20 seconds, and plugging it back in.   
4. If issues persist, please contact us at 1-866-363-2225  

Free previews vary by month. You can view what free previews are available by:

• Subscribing to our email communications and finding the Free Previews in our monthly eNewsletter
• Visit our web page: myaccess.ca/tv/free-previews (be sure to put your community in the location bar at the top of our website for accuracy)

Note: Unfortunately, unlike NEXTV, there is not an option to ‘Show only your subscribed channels’. Instead, you will need to mark all of your subscribed channels as ‘favourites’, then select a setting where it will only display your favorite channels in the guide. The only issue with this is that you will need to alter this for both free previews and if you add/remove channels. Please see the steps listed below:    

1. Press the ‘Menu’ Button  
2. Press the Menu button on your remote.  
3. Select 'My Preferences'  
4. Press the A button (or LANG if you have the Simplified Remote, located at the bottom right of the remote).  
5. Highlight ‘My Preferences’ and press OK.  
6. Set Favorite Channels  
7. Scroll down to ‘Favorite Channel’ and press OK.  
8. Press OK on all the channels you want to set as favorites. A star should appear next to each selected channel.  
9. Exit the Menu  
10. Once you've selected all your favorite channels, press the Exit button to leave this screen.  
11. Go to the Channel Guide  
12. Press the Guide button on the remote.  
13. Press the A button (or LANG if you have the Simplified Remote, located at the bottom right).  
14. Set Up the Channel List  
15. Scroll down to ‘List Channel’ and press OK.  
16. Select ‘Custom 1’ and press OK.  
17. Choose ‘Set Up’ and press OK.  
18. Select Favorite Channel  
19. On the next screen, select ‘Favorite Channel’ and press the A button (or LANG if you have the Simplified Remote) to accept.  
20. Use Always Option  
21. Above the ‘Set Up’ option, there’s an option called ‘Use Always’. Select that.  
22. Once done, you can press the Exit button.  
23. View Your Favorite Channels  
24. The Guide should now only display your favorite channels, which will be the channels you're subscribed to.  

If you have one of our Standard TV Remotes, please navigate to the link shown below:  

https://www.urcsupport.com/access/

If you have our Simplified TV Remote, please navigate to the link shown below:  

https://www.urcsupport.com/urc_product/pulse-ir-urc2069/

Note: There may be multiple remotes that look similar to what yours are, please simply select any of the ones that match. This should allow you to access the corresponding web page that contains the pairing instructions.  

If the Black Bars are at Top and Bottom of SD Channels Only  

Unfortunately, this is the way we get the signal from the networks. As networks make the switch to HD broadcasting, they have to fit a picture meant for a rectangular HD TV onto SD channels which are meant for square SD TVs, which results in bars being displayed as described.  

• If you have HD, you may be able to watch the show on the HD version of the channel.  

Note: If you have one style of our Standard Remotes, there is an Aspect button in which you can press to alter the Aspect ratio being provided by the cable box. 

1. Press on ‘Menu’ then press the ‘A’ (or 'LANG' if Simplified Remote, on bottom right of remote) button  
2. Go down in the list of option and highlight ‘Audio/Video' then press ‘OK’   
3. Highlight ‘Video Output Settings' then press ‘OK’   
4. Navigate via Up/Down Arrow buttons to ‘1080i Wide’ and press ‘OK’  
5. If there is a pop-up window, the ‘A’ (or 'LANG' if Simplified Remote, on bottom right of remote) button to select the settings change  
6. Highlight ‘Video Output Settings' then press ‘OK’   
7. Navigate via Up/Down Arrow buttons to ‘1080i Wide’ and use the Right Arrow button to go to into the ‘Options’ setting section  
8. Navigate via Up/Down Arrow buttons to ‘Stretch 4:3 Pic’ and press ‘OK’  
9. Press ‘Menu’ and see if the issue is resolved via viewing an HD channel. As per normal, SD channels will have a black bar on top/bottom.  

Note: Not all TVs will require these specific settings, but this is the most general one. You may need to try multiple different ones to find the correct setting for the customer's TV. 

1. Press on ‘Menu’ 
2. Press the ‘A’ (or 'LANG' if Simplified Remote, on bottom right of remote) button   
3. Navigate via Up/Down Arrow buttons, highlight ‘My Preferences’ and press ‘OK’  
4. Navigate via Up/Down Arrow buttons, highlight ‘Quick Tips’ and press ‘OK’  
5. Navigate via Up/Down Arrow buttons, highlight ‘OFF’ and press ‘OK (ensure dot is to the left of selected item) 

1. Press the 'Guide' Button:  
   • Start by pressing the 'Guide' button on your remote control to bring up the TV guide.  
2. Press the 'Guide' Button Again:   
   • Press the 'Guide' button again to navigate within the guide.  
3. Navigate to Title Search:  
   • Use the Up/Down Arrow buttons on your remote to scroll through the options.  
   • Highlight 'Title Search' and press 'OK' to select it.  
4. Choose the Desired Character:  
   • On the left side of the screen, use the Up/Down Arrow buttons to scroll through the list of characters (numbers and letters) to find the first character of the program you're searching for.  
   • Once you've highlighted the desired character, press 'OK'.  
5. View Matching Programs:  
   • As you select each character, the guide will show the programs that match the characters you've entered. The results will appear in the center of the screen. 
   • Please note that only future programs are shown, and the search results will display programs for the duration in which the Guide Data is available.  

1. Press the 'Menu' Button for Quick Settings:  
   • Press the 'Menu' button on your remote to open the Quick Settings menu.  
   • Navigate to 'Play Secondary Audio':  
   • Use the Up/Down Arrow buttons on your remote to scroll through the options.  
   • Highlight 'Play Secondary Audio' and press 'OK' to select it.  
2. Set the Desired Status:  
   • Ensure that the dot is underneath the correct status option (On or Off) based on your preference.  
   • If the dot is under 'On', secondary audio will be enabled. If it's under 'Off', secondary audio will be disabled. 

1. Press the 'Menu' Button:  
   • Press the 'Menu' button on your remote to open the menu options.  
2. Navigate to 'Activate Sleep Timer':  
   • Use the Up/Down Arrow buttons to scroll to 'Activate Sleep Timer' and press 'OK' to open it.  
   • Ensure that the dot is underneath the 'No' option (this ensures that the sleep timer is deactivated).  
3. Press the 'A' (or 'LANG' for Simplified Remote):  
   • Press the 'A' button (or 'LANG' if you're using the Simplified Remote) located at the bottom right of your remote.  
4. Navigate to 'Timers':  
   • Use the Up/Down Arrow buttons to highlight 'Timers' and press 'OK' to select it.  
5. Select 'Sleep Timer':  
   • Use the Up/Down Arrow buttons to scroll and highlight 'Sleep Timer' and press 'OK'.  
6. Turn Off the Sleep Timer:  
   • Use the Up/Down Arrow buttons to navigate to 'OFF' and press 'OK' to deactivate the Sleep Timer.  
   • Ensure the dot is to the left of 'OFF' to confirm that it's selected.  
7. Go Back to the Previous Menu:  
   • Navigate to the Left Arrow button to go back to the previous menu.  
8. Navigate to 'Power-Off Timer':  
   • Use the Up/Down Arrow buttons to highlight 'Power-Off Timer'.  
9. Turn Off the Power-Off Timer:  
   • Use the Up/Down Arrow buttons to navigate to 'OFF' and press 'OK' to select it.  
   • Ensure the dot is to the left of 'OFF' to confirm it's selected.  
10. Set Power Manager Options (Optional):  
    • Go to Accessories > Power Manager > Set-top power.  
    • Select 'Power off manually' to disable automatic power-off features.  
11. Optional: Set Specific Weekdays and Times for Power-Off:  
    • You can press the Right Arrow button in the Power-Off Timer section to select specific Weekdays and Times when this should be done.  
    • There is also a Power-On Timer section above the Power-Off Timer that has similar functions and settings. 

1. Check the Front of the Evo Player  
   •   Look at the front of the Evo Player and ensure that you see a light on it.  
2. Check for Lights  
   •   If you don’t see any lights, try turning on the Evo Player using the remote by pressing the Power button.  
3. Verify the Power Cable  
   •   If the Evo Player still doesn’t turn on, check the power cable to ensure it’s plugged into a working power source. If it's not, reconnect or plug it back in.  
4. Check the Cable Connections  
   • Ensure that the HDMI cable, coaxial cable, RCA cables, or AV cables are securely connected to both the Evo Player and the TV.  
     • For HDMI: Make sure it’s firmly plugged into both the Evo Player and the TV.  
     • For Coaxial Cable: Ensure the coax cable is securely connected from the Evo Player to the TV or wall outlet.  
     • For RCA/AV Cables: Make sure the colored RCA cables (red, white, yellow) are connected correctly from the Evo Player to the TV (matching colors to ports).  
     • Note: While checking these connections, reseat (unplug and replug) the cable on each device if possible. Additionally, unplug the power cable from the back of the Evo Player, wait 20 seconds, and plug it back in. Ensure that the power light is on the Evo Player prior to removing the power cable and that it returns once you plug it back in.  
5. Change the TV Input  
   • Note: As there are many different makes and models of TVs, these steps are general. Your TV may be slightly different, so please use these steps as suggestions and adjust accordingly.  
   • Steps to Change TV Input:  
     • On your TV remote, find the Source or Input button, or the button that looks like a box with an arrow in the middle.  
   • OR On your Evo Player remote, press the TV Input button (located on the bottom right).  
6. Select the Correct Input  
   • If a menu appears, check which input it is currently on. Note that the menu may disappear, so you might need to press the Input button again.  
   • Periodically press the Source/Input button to change the highlighted input.  
   • Once another HDMI input or other input source (e.g., Cable, Coax, or TV for AV) is selected, wait a moment to see if the issue is resolved.  
     • Note: If you have a coaxial cable between your TV and Evo Player, and you are on the Cable input, you will need to ensure you are on channel 3. Please ensure you navigate to this channel using your TV remote.  
7. Restart the TV  
   • If changing the input doesn’t work, restart your TV:  
     • Unplug it from the power source.  
     • Wait 20 seconds, then plug it back in.  
   • Once the TV has restarted, repeat from ‘Steps to Change TV Input’ onward.  
8. If the Input Reverts Back  
   • If you notice that when you highlight an input, and it automatically reverts back to the original input, you may need to press the Select/OK button to confirm the selection. Most TVs don’t require this step, but some models do.  
9. For Smart TVs  
   • Press the Home button on your Smart TV remote.  
   • On the border or ribbon menu that appears, navigate to either Source, Input, or the Input Icon (which looks like a box with an arrow in it).  
   • Select an HDMI input or it may be listed as ‘Unknown’ (or Cable for Coax or AV if using those connections).  
   • Note: If the input reverts back to the original input, you may need to press the Select/OK button to confirm the input. This step is necessary for some TVs, though not for all.  
10. Contact Us  
    • If the issue persists, please contact us at 1-866-363-2225 for further assistance.  

All below actions take place on the TIVO Gateway (this section is not available on TIVO Players).

1. TIVO Button  
2. Menu   
3. Settings   
4. Channel Settings   
5. Channel Listings   
6. Check mark specific channel  
7. If this does not rectify the issue, please start the steps detailed in the ‘How do I fix ‘Temporarily Off-Air’ on some or all my channels?’ 

1. Locate the EVO Gateway:  
   • Find the EVO Gateway in your setup. This device is responsible for providing your TV connection. This is typically located in your basement. Please note, in some circumstances, this can provide your internet, phone, and TV services. Therefore, unplugging this device will
2. Unplug the EVO Gateway:  
   • Unplug the EVO Gateway from the power source by removing the power cable from the back of the device.  
3. Press the ARRIS Symbol:  
   • On the front of the EVO Gateway, locate the ARRIS symbol on the left-hand side.  
   • Press down on the ARRIS symbol.  
4. Slide the Trap Door:   
   • While pressing on the ARRIS symbol, slide the trap door to the left. It should move smoothly until it stops.  
5. Remove the Trap Door:  
   • Once the trap door is slid all the way to the left, gently pull on the back of the exposed portion of the door to fully remove it.  
6. Disconnect the Battery:  
   • You’ll notice a yellow pull string attached to the battery. Gently pull on the string to remove the battery. Be careful not to break the pull string.  
7. Verify the Lights:  
   • Check if the EVO Gateway’s lights have gone out. If any lights are still on, repeat the steps as the power cycle wasn’t done correctly.  
8. Wait 20-30 Seconds:  
   • Wait for 20-30 seconds to ensure the gateway has fully powered down and reset.  
9. Reverse the Steps:  
   • After the wait, reverse the steps:  
     • Insert the battery back into its place.  
     • Slide the trap door back into its original position and ensure it's securely closed.  
     • Plug the EVO Gateway back into the power source.  
10. Wait for the Gateway to Restart:  
    • Allow the gateway to fully restart. The lights should begin blinking and eventually stabilize. Once this happens, your EVO Gateway should be powered back up and ready to use.  
11. Go to the EVO Player:  
    • Once the gateway is restarted, go to the EVO Player that was having issues.  
12. Retest by Going into a Live Channel:  
    • Test the EVO Player by tuning to a live channel to see if the issue has been resolved.  
13. If Issues Persist:  
    • Power Cycle the EVO Player: Unplug the EVO Player from the power source, wait 20 seconds, then plug it back in.  
    • Wait for the device to fully restart and test it again.  
14. Contact Help Desk if Problems Continue:  
    • If the issue still persists, please contact our help desk at 1-866-363-2225 for further assistance.  

Ensure that the TV is powered on. To verify, try to turn the TV on/off, either via your Access Evo remote or the remote that came with your TV. You should be able to see some sort of change on the TV screen, whether it be a light going on/off, the current input the TV is on (ex. HDMI1, TV, CABLE, etc.), or a slight brightening of the screen itself. Noticing one or more of these changes will help you determine whether the TV is on or not.  

If there is no change, please investigate the power to your TV via verifying it is plugged in. If it is plugged in, test the power source (via plugging something else that is known to work), unplugging it from power (waiting 20 seconds, then plugging it back in), and/or changing the power source that it is plugged into. If this does not resolve the problem, it may be a TV specific issue.

1. Go to the EVO Player:  
   • Once the gateway is restarted, go to the EVO Player that was having issues.  
2. Retest by Going into a Live Channel:  
   • Test the EVO Player by tuning to a live channel to see if the issue has been resolved.  
3. If Issues Persist:
   • Power Cycle the EVO Player: Unplug the EVO Player from the power source, wait 20 seconds, then plug it back in.  
   • Wait for the device to fully restart and test it again. 

Contact Help Desk if Problems Continue:  

• If the issue still persists, please contact our help desk at 1-866-363-2225 for further assistance.  

Note: Please determine whether it be all channels saying No Signal on one/more channels saying No Signal (not all). If it is all, please complete the steps shown in ‘Analog - How do I fix only some of my channels being shown?’. If it is all channels, please follow the steps below:

1. Ensure the TV is Powered On  
   • First, check that the TV is powered on. If the TV is off, press the Power button on the remote or the TV itself to turn it on. 
2. Check the Input Source  
   • On your remote, look for the Input or Source button. It might also look like a box with an arrow inside. This button is usually located near the top or in the center of your remote.  
   • Press the Input or Source button to cycle through the available input sources on your TV (such as TV, AV, Cable, or HDMI). 
3. Select the Correct Input  
   • Once you press the Input or Source button, a menu should appear on your screen showing the different input options.  
   • Use the arrow keys on the remote to scroll through the options or press the Source or Input button again to cycle to the next option in line. You should see something like TV, AV, Cable, Coax, HDMI, or RCA (depending on your TV and setup).
   • If you’re using an analog connection (such as a coaxial cable or RCA cables), make sure you select TV for coaxial or AV for RCA. If your cable box is connected via coaxial, you’ll typically need to switch to Channel 3 or Channel 4 (depending on your setup) for the signal to appear. 
4. Check the Cable Connections  
   • Turn your TV off and then double-check the cable connections behind your TV.  
     • For Coaxial Cable: Ensure the coax cable is securely connected to both your TV and your cable box or antenna. It should be tightly screwed in.
5. Change TV to Channel 3 or 4 (If Using Coaxial Cable)  
   • If you are using a coaxial connection to get the signal from your cable box, and you’ve selected TV as the input, you need to tune the TV to Channel 3 or Channel 4.
   • Use the Channel Up or Channel Down buttons on the remote to find the correct channel. This will allow your TV to display the picture from the connected device.
6. Check the TV Settings (If Needed)  
   • If the input is still not showing, go into the TV’s Settings or Menu (usually accessible via the Menu button on the remote).
   • Look for a section labeled Tuning or Channel Setup.
   • If you're using an antenna or cable, you may need to perform a Channel Scan or Auto-tune. This helps the TV find all available channels automatically.
7. Restart Your TV  
   • Sometimes, a quick restart can fix input issues.  
     • For TV: Unplug the TV from the power source for about 20 seconds, then plug it back in and turn it on.
8. Test the Input Again  
   • After ensuring all connections are secure, selecting the correct input, and checking the settings, press the Input or Source button again on the remote to cycle through the options. Your TV should now display the correct input.
9. Contact Support if Necessary 
   • If you've tried all the steps above and the input issue persists, there may be a deeper technical problem. Feel free to contact our customer support at 1-866-363-2225, and we'll be happy to assist further.  

1. Power On the TV:  
   • First, make sure your TV is powered on. If it’s not already on, go ahead and press the power button to turn it on.  
2. Access the Menu:  
   • Now, grab your remote control and look for the "Menu" button. It’s usually located near the center or at the bottom of the remote. Go ahead and press it to open the menu.  
3. Navigate to Setup or Settings:  
   • In the menu, you should see an option that says "Setup" or "Settings." The wording might vary depending on your TV’s brand or model, but it will be something along those lines. Go ahead and select that option.  
4. Select Channels or Tuning:  
   • Once you’re in the settings, look for an option related to "Channels" or "Tuning." This is where you’ll find the option to scan for channels.  
5. Choose Channel Scan:  
   • In the "Channels" or "Tuning" section, you should see an option called "Channel Scan" or "Auto-tune." Select this option — it’s the one that will search for all available channels.  
6. Start the Channel Scan:  
   • After selecting "Channel Scan" or "Auto-tune," the TV will ask you to confirm that you want to start the scan. Go ahead and confirm, and the TV will begin searching for available channels.  
7. Wait for Completion: 
   • Now, the TV will take a few minutes to search for channels, so please be patient. It may take some time depending on your area. Once it’s done, all the available channels should be added to your TV lineup!  

Note: Please determine whether it be all channels displaying a Black Screen or one/more channels saying Black Screen (not all). If it is one/more, please complete the steps shown in ‘Analog     How do I fix only some of my channels being shown?’. If it is all channels, please follow the steps below.  

1. Ensure that the TV is powered on. To verify, try to turn the TV on/off, either via your Access Evo remote or the remote that came with your TV. You should be able to see some sort of change on the TV screen, whether it be a light going on/off, the current input the TV is on (ex. HDMI1, TV, CABLE, etc.), or a slight brightening of the screen itself. Noticing one or more of these changes will help you determine whether the TV is on or not.  
2. If there is no change, please investigate the power to your TV via verifying it is plugged in. If it is plugged in, test the power source (via plugging something else that is known to work), unplugging it from power (waiting 20 seconds, then plugging it back in), and/or changing the power source that it is plugged into.  
3. Once it is confirmed that your TV is powered on, please complete the steps outline in the ‘Analog - How do I fix No Signal on my TV screen?’ section.