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TROUBLESHOOTING
If a problem does occur, it may often be due to something very minor. The following table contains various tips. If you require additional assistance please call our UK Call Centre on 0344 561 1234.
Our UK Customer Contact Centre is open Monday-Saturday 8am-8pm or Sunday 8am-6pm.
Problem Possible Cause Solution
Standby Indicator
O
• Mains adapter
disconnected
• Check mains adapter connection on
Freesat box and mains socket
No set up screen • Freesat box not
switched on
• HDMI/SCART cable
disconnected
• TV not switched to
HDMI/SCART input
• Switch on Freesat box
• Check HDMI/SCART cable connection to
Freesat box and TV
• Select TV’s HDMI/SCART input
Signal lock failed • Cable from the satellite
dish disconnected
• Satellite dish in the
wrong position
• Check the satellite cable connections.
Consult your installer if necessary
• Reinstall the satellite dish. Consult your
installer if necessary
Signal strength
below 50%
• Satellite dish in the
wrong position
• LNB wrongly connected
• Reinstall the satellite dish. Consult your
installer if necessary
• Swap LNB1 and LNB 2 cables round
The Freesat box
switches o after
3 hours
• Auto Standby is on • Turn o the Auto Standby in the Time
menu
Not accepting
postcode
• Broadcast error • Postcode tables are not being
transmitted. Press BLUE button to
activate default tuning
“No signal”
message
• Cable from the satellite
dish disconnected
• Satellite dish damaged
or in the wrong position
• Check the satellite cable connections at
the Freesat box and the satellite dish.
Consult your installer if necessary
• Check the satellite dish. Consult your
installer if necessary
No picture or
sound
• HDMI/SCART cable
disconnected
• TV not switched to
HDMI/SCART input
• Check HDMI/SCART cable connections
at the Freesat box and the TV
• Select TV’s HDMI/SCART input
Full picture not
visible
• Mismatched screen
format
• Choose the correct Screen Size to suit
your TV
Problem Possible Cause Solution
TV picture not HD • Tuned to an SD
channel
• TV not capable of HD
• TV connected by
SCART
• Tune to an HD channel
• Connect the Freesat box to an HD-Ready
TV
• Connect the TV with a HDMI cable
No response with
remote control
• Freesat box in standby
• Remote control not
aimed at the Freesat
box correctly
• Remote sensor on the
front of the Freesat box
is obstructed
• Switch on the Freesat box
• Aim remote control at the Freesat box
• Check for obstructions in front of the
Freesat box
Cannot view a
channel
• Wrong channel
number used
• Channel locked
• Choose the channel from the channel
list
• Enter the PIN. If you have forgotten the
PIN, phone the helpline on 0344 561
1234
No information
for a channel in
the Programme
Guide
• Information on
the channel not
downloaded
• Wait for the download
No digital text
or interactive
services
• Services not available
on chosen channel
• Switch to a channel broadcasting
interactive services
No BBC iPlayer or
ITV Player
• No connection to
Internet
• Check broadband connection and
network conguration in system menu
Can’t record a
channel to a VCR/
DVD recorder.
• No connection to a
recorder
• Wrong recorder input
selected
• Install a SCART lead from the Freesat box
to the recorder
• Select recorder’s SCART input (see
your recorder’s instruction manual for
guidance)
SHDFSAT14_IB.indd 33 13/08/2014 10:35
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