Video Guide User's Manual (150-1980) Troubleshooting Faxback Doc. # 33506 Troubleshooting Need Help? While we have attempted to make setup and use of VideoGuide as easy as possible, you may find that you have a question or a problem. Following are lists of "Important Reminders" and "Quick Answers." If you cannot find the answer to your question in this manual or on the separate Setup Sheet, call VideoGuide Customer Service and we will be glad to assist you. Before you call Customer Service...1-800-VGUIDE 1 (1-800-848-4331) 1. Please be near your TV. 2. If your VideoGuide is set up, have your 10 digit serial number available. (Your serial number is displayed on the Subscription screen. To get there, select the "Subscription" tile in the Video Guide Menu and press the GUIDE button.) 3. Please write down what you were doing when the problem occurred, listing the steps you followed prior to the problem occurring. Troubleshooting - Important Reminders 1. Wait overnight after setting up VideoGuide for information to completely fill the services. 2. ! Anytime you change your ZIP Code, cable service, cable box, or cable remote settings, the TV listing information in Program Guide and Program View is discarded. You must wait overnight for new information. 3. Do not plug the VideoGuide receiver into an outlet that is controlled by a light switch. Also, do not plug it into the back of your cable box. 4. Always connect the SHORTER Video Switch cord to your TV antenna input. VideoGuide will not work properly if this cord is connected to your VCR or cable box. 5. If you have a cable box, always leave it on. 6. Leave your VCR off to record a show. (If you use your VCR to change channels while watching TV, make sure you turn off your VCR by pressing the "TV" button on the VideoGuide remote.) 7. Always use fresh batteries in your VideoGuide receiver so that your information is saved in the event of a household power failure. Replace them at least once a year or when you see the "flashing battery" in the VideoGuide clock. 8. Always have fresh batteries in your VideoGuide remote. Replace them every six months or whenever you find you need to hold your remote closer to the VideoGuide receiver to properly control it. 9. Make sure your ZIP Code is set correctly. If you have the wrong ZIP Code, you will get incorrect or missing channels and information in Program Guide. See Changing Setup Setting on Faxback Doc. # 33505. 10. Changing numbers in the VideoGuide Menu's Signal tile is normal. They change when VideoGuide receives information. Troubleshooting - Quick Answers 1. When a button on the VideoGuide remote is pressed, nothing happens. Makes sure the green "power on" indicator light on the back of the VideoGuide receive is on. Make sure VideoGuide is not plugged into an outlet controlled by a light switch. Ensure the remote has fresh batteries that are inserted correctly (see the Setup Sheet, step 2). Ensure nothing is blocking the path from the remote to the VideoGuide receiver. Make sure your TV is on channel 3 (or channel 4, if your TV is always on channel 4). Check all connections making sure Video Guide's video switch is plugged directly into your TV antenna input, see Faxback Doc. # 33505. 2. Program Guide is missing information or channels. VideoGuide transmits TV listing information overnight. Have you waited overnight since setting up for your initial information fill? If you set up late in the evening, you may need to wait a second night. Did you change your ZIP Code, cable box, cable service, or cable remote setup setting? Any of these changes discard your TV listing information - wait overnight. VideoGuide uses your ZIP Code to provide the correct channel information. Ensure the correct ZIP Code is set. If not, see Changing Setup Setting on Faxback Doc. # 33505. If your ZIP Code is correct, or you have partial data in your service screens, or the Video Guide Menu's Signal tile displays "Searching for the VideoGuide Signal" after waiting overnight, move your VideoGuide receiver 6 inches to the right or left while observing the Signal tile found in the Menu. If the second Signal Quality digit "(#/#)" increases after 5 minutes, wait overnight. If still missing information or channels after waiting overnight, call Customer Service 1-800-848-4331. 3. After installing VideoGuide, your TV channels are snowy. Press the TV button on the VideoGuide remote. Press the TV/VCR button on your VCR remote. Make sure VideoGuide is connected to your TV and all cables are securely connected as pictured on Faxback Doc. # 33515 or # 33516 and on the Setup Sheet. 4. When selecting a show from Program Guide and pressing the TV button, VideoGuide does not change your TV's channels. Make sure your VideoGuide receiver is properly placed on your TV, overhanging the edge (see Setup Sheet). Ensure the infrared extender is properly connected and emitters placed on your VCR (and cable box) sensor(s), see Setup Sheet steps 4-6. Did you indicate you have a TV, VCR, or cable remote while going through the setup screens? If you don't have at least one remote-controlled piece of equipment, VideoGuide will not be able to change channels. If you recently bought a new TV, VCR, or cable box, see Changing Setup Setting on Faxback Doc. # 33505. Remove anything blocking the path between your VideoGuide receiver and your TV. VideoGuide sends signals to your TV to change channels just as a remote control does. 5. After selecting a show from Program Guide and pressing the TV button, Video Guide changes your TV to the wrong channel. Does VideoGuide dial only one of the digits of the channel number? If so, see Setup Options #5 on Faxback Doc. # 33505. VideoGuide uses your ZIP Code to provide the correct channel information. Ensure the correct ZIP Code set. If not, see Changing Setup Settings on Faxback Doc. # 33505. If your ZIP Code is correct, call Customer Service (1-800-848-4331). 6. VideoGuide no longer controls your TV, VCR, or cable box correctly. Did you recently have a household power outage? Does the VideoGuide clock show a battery icon flashing? If yes to both, VideoGuide may have lost some of your setup data. Place fresh batteries in your VideoGuide receiver and reenter the remote setup information for the equipment no longer controlled; see Changing Setup Settings on Faxback Doc. # 33505. Has your cable company recently changed the channel sequence? If so, please call us at 1-800-848-4331. If you recently bought a new TV, VCR, or cable box, see Changing Setup Settings on Faxback Doc. # 33505. (Also, review #2 above.) 7. A show selected to record did not record. Your VCR must be left OFF for VideoGuide to record. Ensure you have a tape in your VCR before recording. Ensure the infrared extender is properly connected and emitters placed on your VCR (and cable box) sensor(s), see Setup Sheet steps 4-6. You must have a remote controlled VCR and have set it up, see Changing Setup Settings, Faxback Doc. # 33505. If you have bought a new VCR you must change the setup settings, see Faxback Doc. # 33505. See Important Reminder #6, above. (LB/EB 06/03/96)