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Troubleshooting B
High-Definition All-Digital Dual Tuner DVR Set-top DCX3501–M User Guide
46
365-095-16095-x.2
Troubleshooting
Before calling your service provider, review this troubleshooting guide. This information
is to help you quickly solve a problem. If your problem still exists, contact your service
provider.
Problem Possible Solution
The DCX set-top will
not power on
The DCX set-top has received a software update and may not power on while the new
software is being installed. Try again in a few minutes.
Verify that the AC power cord of the external power supply is connected to the DCX set-
top and an AC outlet. Unplug the DCX set-top from the AC outlet, plug it back in, and then
press the POWER button.
If the DCX set-top is connected to a switched outlet on another unit, verify that that unit is
powered on. Unplug the power cord from the DCX set-top’s AC outlet, plug it back it in,
and then press the POWER button. Use an unswitched outlet, if possible.
Press the POWER button on the DCX set-top front panel instead of the remote control. The
batteries in the remote control may be depleted.
The remote control
does not work
Verify that the remote control is in “Cable” mode.
Verify that there are no obstructions between the remote control and the DCX set-top. Aim
the remote control directly at the DCX set-top front panel, not the TV or VCR.
The angle between the remote control and the DCX set-top may be too large. Stand in
front of the DCX set-top and not too far to either side.
Press and release operation keys one at a time, firmly and deliberately.
Try changing channels using the buttons on the DCX set-top front panel.
Check the batteries in the remote control. Install new batteries if needed.
There is no audio when
viewing cable channels
Verify that the mute button on the remote control has not been pressed. Press mute on the
remote control to restore sound.
If the DCX set-top audio output is connected to the TV, verify that the mute button on the
TV has not been pressed.
If the DCX set-top audio output is connected to a home theater receiver, verify that the
receiver is set to the appropriate input source and the mute button on the receiver has not
been pressed.
Verify that you have the correct cables for the audio connections.
Verify that the audio cables are firmly connected between the DCX set-top and the audio
playback device (TV, receiver, DVD player, etc.).
There is no audio from
the center and/or
surround speakers of a
home theater receiver
connected to the DCX
Not all programs feature full Dolby Digital [5.1] or Dolby Digital Plus [7.1] surround sound.
In some cases, the programs may only contain left and right stereo audio.
Verify that the S/PDIF cable (coaxial or optical) is firmly connected to the DCX set-top and
the home theater receiver.
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