USER GUIDE TROUBLESHOOTING
Modified 1/08/21 MKT200923
Page 19 of 32
Troubleshooting
Observation Things to Check Remediation
Video/audio quality
is poor on set-top
box (STB) or network
connection error is
displayed.
WiFi signal strength in STB Network
Connection menu.
Ideal for consistent video:
Very strong WiFi signal
Strong WiFi signal
Video may buffer frequently or will not
be consistent:
Medium WiFi signal
Weak WiFi signal
Relocate router and STB
closer in proximity with each
other if possible, so that signal
is strong or very strong.
Connecting the STB to
the home router with a
CAT-5/5e/6 cable will also
resolve poor WiFi connection.
If video or audio quality is
still poor after correcting the
network, contact Buckeye
Broadband customer service.
Ethernet cable integrity
If wired ethernet connectivity
is used, reset/replace the
ethernet cable as needed.
Router integrity Power cycle STB and router.
HDMI/Analog composite cable integrity and
connection
Reset/replace cable as
needed.
TV HDMI port integrity
Use different TV HDMI port if
possible.
If possible, compare suspect STB A/V quality
to another device such as a Blue-ray player.
If the STB is found to
show issues while no other
devices do, contact Buckeye
Broadband customer service.
Video is not visible
on the TV
HDMI port connection is aligned with the
TV’s HDMI port selection
Ensure HDMI port connection
and HDMI port selection are
the same.
Remote does not
control STB, TV, or
audio equipment
Battery charge
Replace batteries if charge is
low.
Remote is not programmed to TV or audio
system
Refer to page 8 for
remote pairing instructions.
A remote control button press always activates
the LED light at the top of the remote.
Red = IR command | Green = RF command
If NO LED light is visible on
button presses, the batteries
should be changed.
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