Troubleshooting

• Potential Cause(s) 
  • One Moment Please (OMP) is a generic error on traditional equipment.  
  • The error can be observed when there is: 
    • An outage of the service in the area 
    • A channel outage 
    • A loose or disconnected coax connection
    • A signal issue between HTC and the cable box

NOTE: Depending on where the issue is occurring, this message can be seen on all TVs and channels, or on certain channels on one TV.

• Troubleshooting Steps 
  • If the message is on all TVs in the home with a cable box, please contact HTC Technical Support
  • If the message is only occurring on one TV (all channels or select channels);
    • Verify the coax connections are secure at the following:
      • On the wall plate 
      • Any splitters on the line
      • At the cable box 
    • Reboot the cable box 
    • If trouble continues, please contact HTC Technical Support  

Tiling is also referred to as pixelating, squares, or tiles.

• Potential Cause(s) 
  • This is a degradation of the cable signal
  • The error can be observed when there is: 
    • A channel signal issue 
    • A loose coax connection
    • A signal issue between HTC and the cable box 

NOTE: Depending on where the issue is occurring, this message can be seen on all TVs and channels, or on certain channels on one TV.

•  Troubleshooting Steps 
  • If there is tiling on all TVs in the home with a cable box, please contact HTC Technical Support 
  • If tiling is only occurring on one TV (all channels or select channels):
    • Verify the coax connections are secure at the following:
      • On the wall plate 
      • Any splitters on the line
      • At the cable box 
    • Reboot the cable box 
    • If trouble continues, please contact HTC Technical Support   

• Potential Cause(s)
  • When you are tuned to a channel that you are not subscribed to
  • The cable box is not provisioned to receive the channel being viewed
  • The cable is deactivated (if occurring on all channels)
• Troubleshooting Steps
  • To add a channel subscription:
    • Manage your subscriptions through your HTC MyAccount
    • Contact our Member Relation Associates at 843-365-2151
  • If the channel is missing in error, please contact HTC Technical Support

• Potential Cause(s)
  • The message will be shown on the guide, instead of the program title.   
  • The programming titles are lost when one or more of the following occurs:
    • The cable box lost power recently due to the following:
      • The equipment was rebooted
      • The electrical power at the location was off
      • The electrical power at the location flickered recently
      • HTC Technician reset the equipment while troubleshooting
    • There is a signal issue at the location
• Troubleshooting Steps
  • For a loss of power, the guide will take an extended amount of time to reload the programming information
    • The first 4 hours of the guide will load within 30-45 mins
    • Two weeks of future programming will take several hours to fully load 
  • If there was no power loss or the guide information has not started to load within an hour after a power restoration:
    • Check coaxial connections
    • Reboot the cable box
    • Time will be needed to see if the information begins to load
    • If no information is displayed after 30-45 minutes, please contact HTC Technical Support 

• Potential Cause(s)
  • The TV is not detecting a signal from the input it is currently set to display.  
  • When utilizing a cable box:
    • The cable box may be powered off or not receiving power
    • The TV is set to the wrong input in correlation to the cable box
    • Faulty connecting cable (ex. HDMI) 
    • Faulty port on TV or cable box 
    • Connecting cable is disconnected or not connected properly 
  • When utilizing a straight coaxial connection:
    • The TV is set to the wrong input selection
    • The TV is not programmed or lost programming for channels 
    • Signal Issue 
    • Coax cable is disconnected or not connected properly 
• Troubleshooting Steps
  • When utilizing a cable box:
    • Verify Power
      • If no power attempt to power on with remote 
      • Verify batteries in remote are good
      • Press the physical power button on the cable box (if applicable) 
      • Verify that the power cord is plugged into the back of the cable box and into a power source.  
      • Test the power outlet with another small device to eliminate power issues. 
      • Reboot 
    • Check Input
      • Verify the port on the TV that the connecting cable (HDMI) is plugged into  
      • Ensure the cable is connected tightly at the TV and at the cable box 
      • Ensure the TV is set to the input selection that matches the port the cable is plugged into 
      • Try the cable in another port on the TV 
      • Unplug the cable for 30 seconds and then reconnect 
      • Power cycle the cable box and TV
      • Try another cable 
      • Possible TV or cable box port issue 
  • When using a straight coaxial connection:
    • Verify coaxial connection to the TV 
    • Verify Input 
    • Run a Channel Scan
      • Verify TV is scanning for digital channels 
      • Some channels will require “Find More Channels” to be selected 

• Potential Cause
  • Briefly when powered on is normal
  • If the 8’s persist, there is likely an issue with the cable box or its power cord
• Troubleshooting Steps
  • Reboot the cable box
  • If still displaying all 8’s, the equipment will need to be exchanged

• Potential Cause
  • Signal Issue 
  • Brief loss of signal 
  • The HUNT message indicates the STB is hunting for the coaxial signal 
• Troubleshooting Steps
  • If the message pops up and goes away after a brief time, there is nothing to worry about.  
  • If the message persists for an extended amount of time the trouble will predominately be caused by a loose coaxial connection 
  • For troubleshooting, follow the troubleshooting steps for One Moment Please and/or Tiling.   

• Potential Cause  
  • The record button is pressed (typically by accident) on a non-DVR cable box 
  • This message will not be present until trying to change the channel 
• Troubleshooting Steps 
  • There will be a prompt on the screen that gives 2 options.  
    • “Continue recording, cancel action” 
    • “Continue action, cancel recording” 
  • Use the remote to move down to the option, “Continue action, cancel recording” and press “OK/SEL”
  • The channel will change, and the issue will be resolved