Troubleshooting

Troubleshooting no signal on your TV

Learn what to do when you have no signal on your TV screen. Use this guide to try some basic TV digital box troubleshooting to check if your equipment is working properly.

Checking for power

ComplexityEasy

If your TV displays a No Signal, No Source or No Input message, the problem might be one of the following:

  • Your Shaw digital box is turned off.
  • Your Shaw digital box is not properly connected to the TV.
  • Your TV's input selection is wrong.

The first thing to check is for power on the digital box. If you have no signal on your TV screen, you may have a power issue.

If your TV displays a No Signal, No Source or No Input message, the problem might be one of the following:

  • Your Shaw digital box is turned off.
  • Your Shaw digital box is not properly connected to the TV.
  • Your TV's input selection is wrong.

The first thing to check is for power on the digital box. If you have no signal on your TV screen, you may have a power issue.

How to check for power:

  1. Check if your Shaw digital box has power. Look for a Power light or an On light, like you see below.
    Shaw Television HD digital box
    Shaw Television HD digital box

Shaw Television standard definition digital box
Shaw Television standard definition digital box
Standard non high definition receiver

  1. Press the red CABLE power button to turn on the digital box on your Shaw remote control device (on older Shaw remotes, press CBL and then PWR, located in the top-right corner of the remote.)
  2. If the digital box turns on while the TV turns off, or vice versa, press the POWER button on your TV to make sure they are both turned on at the same time.
  3. If the digital box does not turn on, check if there are any lights showing on the front of the digital box.
  4. If lights don’t display, plug any other handy electrical device in to the same wall outlet currently being used by the digital box.
  5. If that wall outlet doesn’t provide power to the other electrical device, then the wall outlet needs to be fixed.
  6. Temporarily plug the digital box power cord in to another wall outlet.
  7. Call an electrician. Note: Shaw technicians can’t fix power issues.
  8. If the wall outlet does provide power to the other electrical device but lights don’t appear on the digital box, reset the digital box (see how below).
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Checking the TV input

ComplexityMedium

Your TV will display a picture from the Digital Box if it is set to the correct input. Each device connected to a TV (Digital Box, DVD Player, Blu-Ray Player, etc.) will be connected to a unique input.

Your TV will display a picture from the Digital Box if it is set to the correct input. Each device connected to a TV (Digital Box, DVD Player, Blu-Ray Player, etc.) will be connected to a unique input.

How to check the TV input:

  1. Find your TV remote control (not the Shaw remote control) and locate the input button. It will be labeled as INPUT, SOURCE or TV/VIDEO, depending on the brand.
  2. Scroll through the list of available inputs on your TV by pressing the input button. Each time you press this button—while the input menu appears on your TV screen—the highlighted input should change.
  3. Select the correct input. The name of the input to select depends on the type of cable connection you are using to connect your Digital Box to your TV, for example:
    • HDMI cable: Set input to HDMI1, HDMI2, HDMI3 etc.
    • Component Cables: Red/Green/Blue cables. Set input to Component1, Component2, ColourStream 1, etc.
    • RCA/Composite Cables: Red/White/Yellow cables. Set input to Video1, Video2, Video3 or AV1, AV2, AV3
    • Coaxial Cable: Set input to TV or Cable. The TV must also be set to channel 03.
      • Change the TV to channel 03 by using the remote control device that came with your TV, or by using the channel up and down buttons on the front of your TV.
      • You may need to toggle between antenna and cable mode. Press the ANT/CBL button on your TV remote control, or use the TV settings menu.
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Testing the TV input

ComplexityMedium

If your TV has a faulty input port, it won’t read the signal from your digital box. Many newer TV models have more than one input port to connect the digital box to, whether it is HDMI1, Component3, or AV1, etc. Connect the digital box to a different input port on the back of the TV to see if the no signal issue is with the TV.

If your TV has a faulty input port, it won’t read the signal from your digital box. Many newer TV models have more than one input port to connect the digital box to, whether it is HDMI1, Component3, or AV1, etc. Connect the digital box to a different input port on the back of the TV to see if the no signal issue is with the TV.

How to test the TV input:

  1. Disconnect the input cable from the current input port on your TV. Leave the cable connected to the digital box.
  2. Connect the cable to another input port of the same type on your TV (HDMI, Component or Composite).
  3. Look for the label (e.g., HDMI1, Component3, AV1, etc.) above or around the port on your TV where you inserted the input cable. This label indicates the type of video connection you have between your digital box and TV.
  4. Press the INPUT (or SOURCE, ANT) button directly on your TV (or on the remote that came with your TV, not the Shaw remote) repeatedly until the label for the input you have identified is highlighted on-screen.
  5. If you still don’t see a picture on the screen, then your TV has a faulty input. Call your TV manufacturer for further assistance.
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Reset the digital box

Complexity

If your digital box has power and the TV input is correct but you still have no signal on your TV screen, the digital box may be frozen and may need to be reset.

If your digital box has power and the TV input is correct but you still have no signal on your TV screen, the digital box may be frozen and may need to be reset.

How to reset a newer Smart Guide digital box:

  1. Turn your digital box off.
  2. Remove the power cable from the back of the unit.
  3. Wait 30 seconds.
  4. Reconnect the power cable.
  5. Wait for the digital box to reboot. It will take anywhere from 30 seconds to several minutes.
  6. Once the time shows on the box’s display, it can be turned back on.

Shaw Television HD Guide
Shaw Television HD Guide


How to reset an older-model digital box:

  1. Turn your digital box off.
  2. Remove the power cable from the back of the unit.
  3. Wait 30 seconds.
  4. Reconnect the power cable.
  5. Wait for the digital box to reset. It will take anywhere from 30 seconds to several minutes before you can turn it back on.
    • Older digital boxes will show picture as soon as you turn them on, but the guide will display To Be Announced for up to a few hours after performing a reset. As long as the proper time shows, the guide will automatically load over time.
    • If the time is not correct, call in to Business Technical Support.

Shaw Television Classic Guide
Shaw Television Classic Guide

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I have sound but no picture

Complexity

If you hear sound on certain channels (e.g., The Weather Network HD, etc. ) but there is no picture on your TV screen, your TV may be tuned to an MPEG-4 channel with a digital box that is not MPEG-4-compatible.

Some newer HD channels use the current MPEG-4 technology to broadcast picture. Older Digital Boxes are not able to display MPEG-4 picture because they are not compatible, as they were designed before MPEG-4 technology existed.

MPEG-4 compatible equipment:

  • Motorola DCX3200
  • Pace Summit (DC758D)

How to troubleshoot no picture, but sound:

  1. Verify that your digital box is MPEG-4 compatible.
  2. Test The Weather Network’s HD feed to verify you have picture.
  3. Contact a Business representative to upgrade to an MPEG-4-compatible digital box, if necessary.