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Cable Service - Troubleshooting Tips

No Sound

Video (Picture) Problems
No Audio on some channels
Static/Buzzing in audio
Poor audio
Channel Out of Sequence or Channel Skip
TV Does Not Receive All Cable Channels

No Sound

Properly plug your television and digital cable terminal into an electrical outlet.
Verify that the mute button is not in use.
Make sure all cables are properly connected.
Make sure the television power is turned ON.
If your settop includes a VCR and/or stereo, make sure they are properly connected to the DCT.
Make sure your television is tuned to the proper output channel (3 or 4).
Make sure the volume is turned up.
If the problem is with channels below 100, check the SAP setting, referring to the handbook provided by the manufacturer of your television.
For channels above 100, check the Language Preference setting in the Program Guide Settings Menu.

Video (Picture) Problems

If you're seeing the problem on broadcast network channel only (ABC, NBC, CBS, Fox, WB), it is most likely a problem with the quality of the television signal. These are usually intermittent problems and should go away. If the problem persists, please contact your Rainier Connect cable customer service representative for technical support.

Common quick fixes:
The following quick fixes resolve most picture problems.

Make sure your TV and VCR are tuned to channel 3.
Make sure a cable connection has not come loose.

Wait 15 minutes. Sometimes the cable operator is fixing a temporary problem. If the problem is still not fixed in 15 minutes, step through the following troubleshooting procedure.

If no picture:

Check to see if the power cord came unplugged from the cable box, TV, or VCR.
Press the PWR (Power) button on the remote control. If the TV did not come on, go to the front panel of the TV and press power On. If the TV came on, then the batteries in the remote may be depleted and should be replaced.
Press the CBL (Cable) button once on the remote control.
Check to see if Parental Controls were set to block the channels. (To unblock programs, press Settings on the remote control and follow the prompts. For additional information, see Parental Controls in the Technical Support area of this website.)

If picture is distorted, fuzzy, or snowy:

Make sure your TV and VCR are tuned to the correct channel. In most cases, this is channel 3. If there is still no picture, try channel 4 and channel 2.
Check your cable connections. Make sure the connections on the cable box, TV, and VCR are finger-tight. Make sure that the cable connected at the wall outlet is not loose or frayed.
Make sure the Video and RF cables are connected to the correct ports on the set-top box, VCR, DVD, and TV. (See Connection Diagrams in the Technical Support area of this website.).
If you have a VCR , push or switch the TV/VCR button to put the VCR in the TV mode.

If none of these steps fixed the problem, then perhaps the TV signal or equipment is not working properly. Please contact Rainier Connect for assistance.

If you're seeing the problem on cable channels (e.g. ESPN, CNN, USA):

If you have a VCR, turn it off or push the TV/VCR button to put the VCR in the TV mode.
If you have an A/B switch, try both switch positions.
If you have a cable converter, verify that the converter is plugged in.
If you're seeing a black screen, locate and adjust the brightness control.
If you're seeing wavy or rolling lines on your screen, adjust the fine-tuning control on your TV set.
If you're seeing a rolling picture, adjust the horizontal and vertical hold on your TV set.
If you're seeing poor color or no color, adjust the "color" control on TV.
If you're seeing a blue, green or red tint to picture, adjust the "tint" control on your TV set.

If the picture is still poor, you can check to see if the problem is with the converter equipment by bypassing the converter and connecting the cable directly to your TV. To do this, follow these steps:

Go to the back of the converter and TV set.
Disconnect the cable line going into the TV.
Disconnect the cable line going to the input ("in" or "cable in") port on the converter.
Hookup the line disconnected in Step 2 to the antenna input on the TV.

If the picture is clear after completing these steps, the converter may be faulty. You can return it to a customer service center for a new unit or call to schedule a service appointment to have the converter replaced.

If the picture is still bad after completing these steps, call your Rainier Connect customer service representative for technical support.

No Audio on Local Channel

If you have audio on most channels, but have silence on some or all of your local network channels, you may have the Secondary Audio Programming (SAP) turned ON.

The SAP feature allows your TV, VCR or Digital Cable box to tune in a second "track" of audio programming.
Not all channels broadcast SAP signals.
Some channels may not broadcast any sound when the SAP feature is activated. Local network channels are a good example of this.
Channels that utilize SAP usually transmit the dialogue in a second language (such as Spanish). Some channels transmit other types of audio programming, such as classical music.

To disable the SAP on your digital box:

Press the "Settings" button on the digital remote one time.
This will bring you to the "Quick Settings" screen.
You should see an option on this screen that says either "Disable SAP" or "Choose SAP Language".
Highlight the appropriate option using the up or down arrow buttons on your digital remote control.
If you see the "Disable SAP" option
Press the "Select" button and your audio should return.
If you see the "Choose SAP Language" option
Use the left or right arrow buttons to choose the "English" setting

MTS, Stereo or SAP Problems

Check to see if the "MTS", "STEREO" or "SAP" light on the TV or VCR is on.
If not, push the "MTS", "STEREO" or "SAP" button on the TV or VCR.
Adjust the fine tuning on the TV set to restore the stereo or SAP.

Static/Buzzing in Audio

If you hear a static type sound, or buzzing in the audio while you watch a program, the audio settings between your TV and the converter may not be set in optimal quality range. You can correct these settings by doing the following:

Using the volume control buttons on the television itself (not the remote) turn the volume all the way down to 0.
Using the volume controls on the Digital box itself
urn up the volume until it is at the maximum.
Using the television's volume controls again; raise the volume to a comfortable level.
If you are still experiencing the audio problems on this television, it is possible there is a loose connection on the television.

Poor Audio/Low Audio Level on Premium Channels

If you are experiencing decreased audio on some premium channels or you are having difficulty hearing the dialogue, but the background sounds come through clearly, the "Audio: Range" is out of adjustment.

To correct this, push the [SETTINGS] button twice.
Locate "Audio: Range" in the menu and press [SELECT].
For the best quality audio on all channels, the "Narrow" option is the best.
For some programs, "Normal" or "Wide" may be used if you have a stereo audio system connected.
Not all programs are compatible with the "Wide" setting, so the volume may appear to be washed out, or too low to hear without turning the volume up extremely high.

Channel Out of Sequence or Channel Skip

If you have a cable box:

The box does NOT work properly when using the keypad on the box. you have the option of exchanging the box and remote control at Rainier Connect office or contacting Rainier Connect customer service to schedule an appointment for the exchange.
The box works properly when using the keypad on the box.
Check to see if it works using the remote control. If not, check if any buttons are stuck or if the batteries need replacing.
If the problem is still there, contact Rainier Connect cable customer service center to arrange to have the box and remote exchanged.

If you have a cable box:

Verify that the "channel 3/4" switch on the back of the VCR is on channel 3.
If the TV or VCR has a programmable channel selector, go through the programming procedures in the operation manual. (Note that some TV's or VCR's will not program scrambled channels.)

TV Does Not Receive All Cable Channels

If the TV or VCR is cable-ready, there will be a switch or menu selection for "TV/ CATV".

Note: Sometimes the "TV/CATV" mode is selected via the TV's remote and not on the TV itself. Also, some remotes operate via a "Menu", and the menu must be used to access "TV/CATV" selection.

If there is a "TV/CATV" switch or selection method, select "CATV".
If you do not have a cable-ready TV, you must have a converter to watch all of the cable TV channels. You have the option of obtaining a unit at Rainier Connect’s office or having a Rainier Connect cable customer service representative schedule you for an Upgrade appointment.
If you still cannot receive all of the cable channels, contact Rainier Connect cable customer service center.

Remote Check

Verify that the batteries are working by pressing the power button to see if the red light at the top of the remote turns ON.
If it does not, replace the batteries.
Point the remote control directly at the Cox digital cable terminal when changing channels.
Make sure you properly programmed the remote control.

DEVICE button on the remote control

The Digital Cable remotes have a [DEVICE] button. This button indicates or changes which device the remote control is currently controlling.

To determine which device the remote is currently controlling
Push the [DEVICE] button.
The current device button will light up.
To change the device which is being controlled
Push [DEVICE] and then the button for the device you would like to use (ex [CBL]. [TV] [VCR]).