Learn what to do if you find you’re unable to change the channel on your TV.

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Remote control issues

If your business has more than one Shaw remote, check to see if the other remotes work in the affected room. If other working remotes don’t work in this room, skip to step four, but if other Shaw remotes work where the original one fails, check the first three steps.

  1. Check wear & tear: Check if the buttons on the remote might be worn out. The remotes have lights at the top that light up when any button is pressed. If some buttons don’t get a reaction, the buttons are worn out and a replacement is needed.
  2. Changing the remote’s batteries: When the battery power is low, the Shaw remote will not function optimally; it may still be able to communicate with the Digital Box intermittently, or not at all. Replace the batteries with a new set to check whether this resolves the issue and ensure that the batteries are placed into the battery compartment correctly.
  3. Reprogram Shaw remotes: Shaw remotes are designed to control the TV’s volume and power, as well as the Digital Box for channels, guide, power, etc. If only some functions don’t work and the buttons aren’t worn out, the remote likely needs reprogramming. Follow the steps on the back side of the remote, or see the residential community’s Programming Your Shaw Remote page for more info.
  4. 2016-08-03-TV-Dongle
  5. Signal interference issues: Verify there’s good line of sight between the remote and the Digital Box. Also check if there might be an IR Tether cord, which will look like a small black plastic ball on a cord that’s used to control the Digital Box without requiring direct line of sight. If there is an IR tether, try repositioning the ball to be in sight of the remote. The IR tether will look something like this:

Unresponsive digital box

If changing the channel becomes slow or unresponsive, the Digital Box may need to be reset by doing a 30 second power cycle.

  1. Unplug the power cable on the back of equipment.
  2. Verify lights go out.
  3. Wait 30 seconds.
  4. Reconnect the power cable.
  5. Test Digital Box again.

Newer boxes with a display on the front will take a few minutes to load up. They’ll show the current time on the front once they’re ready to be turned on again.

Channel subscription issues

If specific channels can’t be tuned into, there may be a subscription issue. Please note that most new Digital Boxes include a smart guide that doesn’t show every channel in the area, only those subscribed to. The smart guide boxes also automatically replace duplicate SD and HD channel listings with a single channel number to simplify the guide. Check this by scrolling through the guide to find the missing channel. If not found please call in to verify the channel subscription and troubleshoot further if subscribed.

For more info, see HD Guide - HD Organization and Auto HD in the residential Shaw Community.