Telus TV Troubleshooting Guide - Page 4 - Canadian TV, Computing and Home Theatre Forums

andrew.mcintosh · 2011-08-10, 05:16 PM

Hi guys,

Just wanted to let you know that I finally got the MYTV number to send a technician to fix my tv and my tvs are working much better now. No more pixelation on any of my TVs, although one box still gave the tech warnings during the AVDIAGS test about some discontinuities. We couldn't seem to figure out what the issue was with the box, but it seems to be working fine now.

It looks like part of the issue with my PVR losing connection with the other boxes was due to all of the boxes being plugged into power bars. Apparently this is a "no-no" which our previous TELUS installer didn't know about. The tech also replaced an end on the bedroom TV cable inside the wall and that seems to have fixed the issue right away. Watching HD with absolutely no juddering, pixelation, or stopping at all

He also revamped our inside utility box and got rid of a lot of extra useless cables.

AMRivlin · 2011-08-14, 04:10 AM

I am having a problem when I turn off the box and sony led tv, it comes back on (green press ok screen 16:9) but then goes to letterboxed 4:3 until i switch in settings back to 16:9

Wiremonkey · 2011-08-14, 12:43 PM

The green 'mist' screen with the TELUS logo and the words "Press OK to watch TV" is a screen saver. It appears because the STB was turned off (standby) and the TV did not go off. This is probably because the remote was not aimed well enough for the TVs IR receiver to pick up the signal so only the STB got the message to turn off. If this happens again either press the OK button to turn the STB back on and then try again, or switch the TV off manually.

The TV is probably switching this incoming signal to a 480p (4:3) afterward. If your TV is connected by component the setting will have to be returned to 720p manually, if its connected by an HDMI cable it should go back to 720p automatically next time the TV is turned on. Although HDMI isn't supported by TELUS for Optik, the STBs auto detect an HDMI cable and set the resolution to 720p when one is detected.

This green screen also comes up if you leave your STB paused for a long period. The screen saver (green mist screen) is intended to prevent possible image burning from a static image being shown on a plasma screen for too long a period.

Hope this helps.

- another TELUS tech

brownstar · 2011-08-19, 11:08 AM

I've recently been experiencing an issue with all 3 of my STB (1 PVR, 2 STB's) in that when I turn them on there is no picture, I can change channel, see the menu and do all that sort of stuff but the channel doesn't come on and the screen stays black, except for the menu. Its curable by restarting the STB but its quite annoying.

Anyone else had this issue/know of a cure?

Dr.Dave · 2011-08-19, 11:35 AM

@brownstar, have you tried the full restart procedure in post 40?

brownstar · 2011-08-22, 06:20 PM

@Dr.Dave not yet, although I have restarted each box and that cures the problem. Next time I have the issue I will follow the procedure in post 40.

avhed · 2011-12-28, 03:43 AM

I have had a problem with my HD PVR throughout the year and a quarter that I have had it. When I first turn it on and press "GUIDE", I lose the PVR display.
Seems only rebooting the box will get it back. Can anyone suggest anything other that going back to Shaw? Shaw's box was always reliable plus it has the percentage of recording space filled in.

Dr.Dave · 2011-12-28, 10:01 AM

@avhed, you can now display the available space in hours of HD and SD programming:

http://www.digitalhome.ca/forum/showthread.php?t=146793

I've never heard of the problem with the Guide button. Have you tried the EXIT button? If you're using an HDMI cable, you could try component to see if that fixes the problem. Other than that, it could be a defective PVR.

pioneeruser · 2012-03-19, 09:44 PM

I've had Optik TV over the past year, and have been happy with the service and quality. Only exception being the huge HDMI cable that came with the PVR, which has been absolute terrible. Fixed a lot of issues by replacing it.

One issue that persisted was sending external sound to an old stereo system from the PVR box. I have a HDTV connected to the PVR, and then an old stereo sound system connected to the PVR via conventional sound cables.

Problem is, the sound output from the old stereo sound system lags behind the TV's, and sounds like an echo if both are turned on. The issue persists with HDMI or component cables from TV to PVR, PVR can only be connected to old stereo system with red and white cables.

I can't connect the TV directly to the stereo as the old stereo system has no HDMI or optical out. Any suggestions?

BGY11 · 2012-03-19, 10:44 PM

Don't think there's anything you can do to eliminate that echo short of muting your TV when you want to use the stereo as well. I have this same issue.

pioneeruser · 2012-03-31, 04:27 PM

Quote:

I have this same issue.

I'm curious, is this not an issue then for people using HDMI or optical out on more modern audio equipment?

Cockroach · 2012-03-31, 06:26 PM

I note some of the newer AVRs (e.g., a Pioneer VSK-521 or some such) have a setting to delay sound (or video) as that seems to be a common problem for TV setups these days.

I have a similar setup to yours. I hook my PVR to the TV (Toshiba Regza LCD) via HDMI which in turn feeds out RCA stereo to an old (1980s vintage) NAD integrated amp. I just had a look at the amp and I also have 2 pairs of RCA cables feeding directly to the amp (for whatever reason). I can't say I notice any sound delay anyway I feed the amp. Sometimes I have the TV volume on by mistake and don't notice any lag.

Whizzard · 2012-04-19, 05:06 PM

My pvr is not initializing. It just reboots continuously. I was trying to reset the system as outlined on post #40 but cannot get pvr to work. I also have 2 stbs and a xbox which works perfectly.

Any ideas or suggestions?

TIA

Cockroach · 2012-04-20, 12:39 AM

If there's an internet connection, I'd say your PVR is defective.

Whizzard · 2012-04-20, 03:03 PM

You might be right. If pvr is replaced then is there a way to recover the programming that has been recorded?

2011-08-10, 05:16 PM	#46
andrew.mcintosh Rookie Join Date: Aug 2011 Location: Lethbridge, AB Posts: 3	Following Up on my previous comment Hi guys, Just wanted to let you know that I finally got the MYTV number to send a technician to fix my tv and my tvs are working much better now. No more pixelation on any of my TVs, although one box still gave the tech warnings during the AVDIAGS test about some discontinuities. We couldn't seem to figure out what the issue was with the box, but it seems to be working fine now. It looks like part of the issue with my PVR losing connection with the other boxes was due to all of the boxes being plugged into power bars. Apparently this is a "no-no" which our previous TELUS installer didn't know about. The tech also replaced an end on the bedroom TV cable inside the wall and that seems to have fixed the issue right away. Watching HD with absolutely no juddering, pixelation, or stopping at allHe also revamped our inside utility box and got rid of a lot of extra useless cables.

2011-12-28, 03:43 AM	#52
avhed Join Date: Nov 2005 Location: Victoria BC Posts: 122	I have had a problem with my HD PVR throughout the year and a quarter that I have had it. When I first turn it on and press "GUIDE", I lose the PVR display. Seems only rebooting the box will get it back. Can anyone suggest anything other that going back to Shaw? Shaw's box was always reliable plus it has the percentage of recording space filled in. __________________ Oppo BDP-83 Scientific Atlanta CIS430 Sony KD34XS955 @ 4.5 ft Marantz NR1501 Wharfedale Diamond 8.1

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

2011-08-14, 04:10 AM	#47
AMRivlin Join Date: Mar 2011 Posts: 35	I am having a problem when I turn off the box and sony led tv, it comes back on (green press ok screen 16:9) but then goes to letterboxed 4:3 until i switch in settings back to 16:9

2011-08-14, 12:43 PM	#48
Wiremonkey Join Date: Oct 2010 Location: TELUS tech in the Fraser Valley, B.C. Posts: 548	The green 'mist' screen with the TELUS logo and the words "Press OK to watch TV" is a screen saver. It appears because the STB was turned off (standby) and the TV did not go off. This is probably because the remote was not aimed well enough for the TVs IR receiver to pick up the signal so only the STB got the message to turn off. If this happens again either press the OK button to turn the STB back on and then try again, or switch the TV off manually. The TV is probably switching this incoming signal to a 480p (4:3) afterward. If your TV is connected by component the setting will have to be returned to 720p manually, if its connected by an HDMI cable it should go back to 720p automatically next time the TV is turned on. Although HDMI isn't supported by TELUS for Optik, the STBs auto detect an HDMI cable and set the resolution to 720p when one is detected. This green screen also comes up if you leave your STB paused for a long period. The screen saver (green mist screen) is intended to prevent possible image burning from a static image being shown on a plasma screen for too long a period. Hope this helps. - another TELUS tech

2011-08-19, 11:08 AM	#49
brownstar Join Date: Jan 2010 Posts: 532	I've recently been experiencing an issue with all 3 of my STB (1 PVR, 2 STB's) in that when I turn them on there is no picture, I can change channel, see the menu and do all that sort of stuff but the channel doesn't come on and the screen stays black, except for the menu. Its curable by restarting the STB but its quite annoying. Anyone else had this issue/know of a cure?

2011-08-19, 11:35 AM	#50
Dr.Dave Moderator Join Date: Aug 2005 Location: Winnipeg Posts: 4,714	@brownstar, have you tried the full restart procedure in post 40?

2011-08-22, 06:20 PM	#51
brownstar Join Date: Jan 2010 Posts: 532	@Dr.Dave not yet, although I have restarted each box and that cures the problem. Next time I have the issue I will follow the procedure in post 40.

2011-12-28, 10:01 AM	#53
Dr.Dave Moderator Join Date: Aug 2005 Location: Winnipeg Posts: 4,714	@avhed, you can now display the available space in hours of HD and SD programming: http://www.digitalhome.ca/forum/showthread.php?t=146793 I've never heard of the problem with the Guide button. Have you tried the EXIT button? If you're using an HDMI cable, you could try component to see if that fixes the problem. Other than that, it could be a defective PVR.

2012-03-19, 09:44 PM	#54
pioneeruser Join Date: Dec 2011 Posts: 24	I've had Optik TV over the past year, and have been happy with the service and quality. Only exception being the huge HDMI cable that came with the PVR, which has been absolute terrible. Fixed a lot of issues by replacing it. One issue that persisted was sending external sound to an old stereo system from the PVR box. I have a HDTV connected to the PVR, and then an old stereo sound system connected to the PVR via conventional sound cables. Problem is, the sound output from the old stereo sound system lags behind the TV's, and sounds like an echo if both are turned on. The issue persists with HDMI or component cables from TV to PVR, PVR can only be connected to old stereo system with red and white cables. I can't connect the TV directly to the stereo as the old stereo system has no HDMI or optical out. Any suggestions?

2012-03-19, 10:44 PM	#55
BGY11 Veteran Join Date: Dec 2006 Location: Calgary AB Posts: 3,168	Don't think there's anything you can do to eliminate that echo short of muting your TV when you want to use the stereo as well. I have this same issue.

2012-03-31, 06:26 PM	#57
Cockroach Join Date: Dec 2007 Location: Vancouver Posts: 580	I note some of the newer AVRs (e.g., a Pioneer VSK-521 or some such) have a setting to delay sound (or video) as that seems to be a common problem for TV setups these days. I have a similar setup to yours. I hook my PVR to the TV (Toshiba Regza LCD) via HDMI which in turn feeds out RCA stereo to an old (1980s vintage) NAD integrated amp. I just had a look at the amp and I also have 2 pairs of RCA cables feeding directly to the amp (for whatever reason). I can't say I notice any sound delay anyway I feed the amp. Sometimes I have the TV volume on by mistake and don't notice any lag.

2012-04-19, 05:06 PM	#58
Whizzard Rookie Join Date: Oct 2011 Posts: 21	My pvr is not initializing. It just reboots continuously. I was trying to reset the system as outlined on post #40 but cannot get pvr to work. I also have 2 stbs and a xbox which works perfectly. Any ideas or suggestions? TIA

2012-04-20, 12:39 AM	#59
Cockroach Join Date: Dec 2007 Location: Vancouver Posts: 580	If there's an internet connection, I'd say your PVR is defective.

2012-04-20, 03:03 PM	#60
Whizzard Rookie Join Date: Oct 2011 Posts: 21	You might be right. If pvr is replaced then is there a way to recover the programming that has been recorded?