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Chapter 6 67
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Chapter 6: Additional Information
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Troubleshooting
Use the tips below to help solve any problems you have with the DIRECTV
®
HD Receiver:
I have no picture and no sound and the POWER light does not light.
• Make sure your HD Receiver is plugged into a working power outlet. If it is, make sure the unit is turned on. If the
receiver is plugged into a power strip, make sure the strip is plugged in and turned on. Check the batteries in the
remote control.
I have sound but no picture.
• Make sure your TV or monitor is tuned to the right video input channel (see Chapter 2 for more information).
• Make sure the HD Receiver is properly connected to your TV or monitor.
I have picture but no sound.
• Make sure the TV is not being muted.
I have no picture and no sound.
• Make sure the TV is turned on.
• Make sure your HD Receiver is turned on.
• Make sure your access card is inserted properly into your receiver.
• Check the signal strength from the satellite (see Checking the satellite signal strength in Chapter 2).
• Make sure the coaxial cable is properly connected to the satellite dish.
• Check the connections between your HD Receiver and your TV.
• Turn your receiver off, unplug it, wait 10 to 20 seconds, then plug it back in, and turn it on.
The top and bottom of the program image is cut off.
• If you connect your TV to one of the composite video out jacks (VIDEO out, S-VIDEO out, or OUT TO TV), and you're
watching a high-denition program with the HD Receiver’s RESOLUTION switch set to either 720p or 1080i, the picture
will be slightly cropped at the top and bottom (the very top and bottom edges of the image will not appear on the TV
screen). To avoid this problem, set the RESOLUTION switch to the 480p/i position if your TV is connected to one of the
composite video outputs.
I see the message on my TV: “(Due to) Copyright restrictions......”
• This means that the program you are trying to watch may not be viewed on some outputs. Use a different connection
from the HD Receiver to your TV. See Chapter 2 for more information.
I do not see any video with my TV connected to the DVI OUT jack.
• If your TV has a DVI input jack but is not HDCP compatible, you may not be able to view video from your receiver’s
DVI OUT jack. You need to connect your TV using one of the other video output jacks on the receiver.
I see overlapping closed caption displays for some programs.
• If you turn on closed captions on both your HD Receiver and your TV, you may see overlapping closed caption
displays. To avoid this problem, turn on closed captions on either the TV or the HD Receiver, not both.
I have a frozen screen and the POWER button doesn’t work.
• Unplug your receiver for 10 to 20 seconds; then plug it back in and turn it on.
• Check the batteries in the remote control.
I cannot view a program.
• Make sure your subscription includes the channel you want to watch. Call your service provider if you aren’t sure.
• Make sure your system is not locked by looking for the locked icon ( ) in the channel banner.