Connection Troubleshooting

You're getting a snowy screen

This happens when the information from satellite isn't getting to your TV. It's probably caused by improper settings or connections with the equipment inside your house. It usually happens when the connections are made with co-ax cables.

  1. Look for the green light and the green satellite dish on the front of your receiver. This means it's on and receiving a signal.


  2. Check that all other items, TV, VCR, DVD player and stereo also are turned on.


  3. Look at the back of the receiver and other components. What kind of cables are you using? What components do they connect? Are all the connections secure?


  4. Do you have cables going in to all components? Do you have all the out wires that are required? If you're missing a connection, the picture won't get through to the TV.


  5. If you are using co-ax cables for connections then your TV and/or VCR must be on channel 3 or 4 to deliver the picture. Remember, if co-ax is going to a component, that component must be on Channel 3 or 4.


  6. If you are using DVI, component, RCA or S-Video cables, then you may have to switch your audio/video input mode, which could also be called A/B or line in, on your TV and VCR to ensure you're telling the equipment the correct source for the image. Consult your TV or VCR manual to determine the correct settings.

  7. Check the connections between your equipment. Chances are there is an error with the connections that is preventing the signal from getting through.
    • Play a tape in the VCR.
    • If there is no picture, there's a problem with the connection between the VCR and TV. Check the mode and channel of the TV. Finally, check the component video, S-Video, RCA or co-ax connection. Is it going from the correct out jacks to the correct in jacks?
    • If you're getting the VCR to play a tape on the TV, then you know the problem is before the VCR, probably the connection between the receiver and the VCR or the stereo and VCR, if you have both components hooked up. Check the mode and channel of the VCR. Finally, check the component video, S-Video, RCA or co-ax connection. Is it going from the correct out jacks to the correct in jacks?
    • Try using the second row of RCA out jacks on the receiver to hook to the VCR.

  8. Try pressing the Source button on the Shaw Direct remote. You could have pressed it by mistake, switching to another source for video instead of your receiver. Unfortunately, you can't tell that the source button has been engaged.


  9. You've been through all of the basic trouble-shooting processes. There could be some kind of technical issue with your receiver. Call our customer service representatives at 1.888.554.7827.
      Be prepared to tell us:
    • What components you have and what types of cables you are using to connect them.
    • All of the steps you've been through to try and solve the problem yourself.

You're getting a blue or black screen

This is an indication that there is no video stream passing through the equipment. This happens when the information from satellite isn't getting to your TV. It's probably caused by improper settings or connections with the equipment inside your house. It usually happens when you're using DVI, component, S-Video or RCA cables.

This happens when the information from satellite isn't getting to your TV. It's probably caused by improper settings or connections with the equipment inside your house.

  1. Look for the green light and the green satellite dish on the front of your receiver. This means it's on and receiving a signal.


  2. Check that all other items, TV, VCR, DVD player and stereo also are turned on.


  3. Look at the back of the receiver and other components. What kind of cables are you using? What components do they connect? Are all the connections secure?


  4. Do you have cables going in to all components? Do you have all the out wires that are required? If you're missing a connection, the picture won't get through to the TV.


  5. If you are using co-ax cables for connections then your TV and/or VCR must be on channel 3 or 4 to deliver the picture. Remember, if co-ax is going to a component, that component must be on Channel 3 or 4.


  6. If you are using DVI, component video, RCA or S-Video cables, then you may have to switch your audio/video input mode, which could also be called A/B or line in, on your TV and VCR to ensure you're telling the equipment the correct source for the image. Consult your TV or VCR manual to determine the correct settings.

  7. Check the connections between your equipment. Chances are there is an error with the connections that is preventing the signal from getting through.
    • Play a tape in the VCR.
    • If there is no picture, there's a problem with the connection between the VCR and TV. Check the mode and channel of the TV. Finally, check the component video, S-Video, RCA or co-ax connection. Is it going from the correct out jacks to the correct in jacks?
    • If you're getting the VCR to play a tape on the TV, then you know the problem is before the VCR, probably the connection between the receiver and the VCR or the stereo and VCR, if you have both components hooked up. Check the mode and channel of the VCR. Finally, check the component video, S-Video, RCA or co-ax connection. Is it going from the correct out jacks to the correct in jacks?
    • Try using the second row of RCA out jacks on the receiver to hook to the VCR.

  8. Try pressing the Source button on the Shaw Direct remote. You could have pressed it by mistake, switching to another source for video instead of your receiver. The trouble here is that you can't tell that the source button has been engaged.


  9. You've been through all of the basic trouble-shooting processes. There could be some kind of technical issue with your receiver. Call our customer service representatives at 1.888.554.7827.
      Be prepared to tell us:
    • What components you have and what types of cables you are using to connect them.
    • All of the steps you've been through to try and solve the problem yourself.

You're getting a black screen with HDTV programming

If you lose the High Definition picture and get a black/blue screen, it's likely one of two scenarios. First, one of the three component video output cables (red, green, blue) is unplugged or your DVI to HDMI cable has come loose. Second, your TV isn't in the right mode: channel 3 or channel 4. Sometimes if one of the video output cables is unplugged, your TV will mix the other two colour streams. For example, if the green is unplugged, you will get a reddish/blue picture.

No Dolby Digital 5.1 sound

If you have a HDDSR 505, HDPVR 530, Advanced HD Receiver, Advanced HDPVR (630), DSR 319, DSR 317, DSR 315, DSR 405 or DSR 401 receiver, it can play sound in Dolby Digital 5.1 audio. If you have one of these receivers, but a program you think should be in 5.1 isn't coming through on all speakers, you may have a connection problem.

  1. Check the Interactive Program Guide to make sure the program is available in 5.1. You can tell because it will have the Dolby 5.1 icon beside the name in the guide. Not all programming is recorded in 5.1.


  2. Make sure your receiver is set up for Dolby Digital.
    • On the DSR 401, DSR 405 and DSR 315. Go to the Options menu. Click on No. 6 , which is Change System Settings. Then go to Change Audio Settings (2) and choose D Audio. Highlight Dolby Digital and push enter. You should see a check beside it.
    • On the DSR 317, DSR 319, HDDSR 505, HDPVR 530, Advanced HD Receiver, and Advanced HDPVR. Go to the Options menu. Click on No. 6 , which is System Setup. The go to System Settings (4). Finally, go to Change Audio Settings (2) and choose Digital Audio. Highlight Dolby Digital and push enter. You should see a check beside it.


  3. Check the connection between the receiver and your stereo. Connect the Optical audio out jack on the receiver to the Dolby Digital Decoder or Dolby Digital stereo with an optical audio cable or an orange Digital RCA cable.


  4. Check your stereo owner's manual or call your stereo manufacturer. The problem could be with the stereo equipment.


  5. Still no 5.1 sound? You'll have to talk to a Shaw Direct customer service representative. Call our 1.888.554.7827.
      Be prepared to tell us:
    • What components you have and what types of cables you are using to connect them.
    • All of the steps you've been through to try and solve the problem yourself.

No Power

If your system won't turn on, you've got a problem. First, check your power source to ensure there is power coming from the plug in.

Still no power in the receiver?

You may have to reset the system. Don't rush the process, taking your time here will get you up and watching your favourite show even sooner.
  1. If your unit is an Essential HD Receiver, Advanced HD Receiver, Advanced HDPVR, HDPVR 530, HDDSR 505, DSR 319 or DSR 209, hold in the front power button for 30 seconds to reset the unit. After release the front panel power button, the unit will take approximately 3 minutes to completely reboot. If the system reboots, then it may have just been locked up and should be working properly shortly.
  2. Unplug the receiver for a full two minutes.

    Do the lights on the front of the receiver all turn on, then off? This is good. It means the diagnostic equipment in the box is working. Give it another long minute to warm up, then hit the power button. First try the one on the front of the machine, then try the one on the remote.


  3. Still no power? Unplug the receiver again. Then disconnect the co-ax cable that comes out of the wall, connecting the dish to the receiver. The receiver has to send power to the dish to work the equipment outside. There may be a short on that line causing the problem.

    Wait a couple of minutes. Plug the receiver in again. Wait a full minute. Try turning the receiver on again, using both the button and then the remote. See if the receiver will power on without the connection to the dish. While you won't get a picture, you should be able to access the menus.

    If it does turn on, great. Turn it off, unplug it and reconnect the co-ax from the dish. Try to power on again. If it works, you're set.


  4. If not, we'll try again. Unplug the receiver for two minutes. This time, when you go to plug it back in press the receiver's power button as you plug it in. Keep the power button held for another minute. Then, let it rest for another minute and try it again. Sometimes, this extra jolt of power is all that is required to get it working again.
  5. If that doesn't work, you may have technical issues with the receiver or a short in your system. Call a customer service representative at 1.888.554.7827.
      Be prepared to tell us:
    • What components you have and what types of cables you are using to connect them.
    • All of the steps you've been through to try and solve the problem yourself. Please assure us that you waited the full time before plugging in.

NOTE: The Essential HD (600) receiver does not have a front panel power button. For troubleshooting steps which require a "Front Panel Reset", simply remove the power cord from the back of the receiver for 5 seconds and reconnect it.

Signal loss

Are you getting "Please Wait a Moment" or "Acquiring Satellite Signal" on your screen?

The receiver isn't getting any information from the satellite dish. The problem could be the connection between the dish and your receiver.

First, look on the front of your Shaw Direct Receiver. Do you see the satellite icon? If it's green, that's good. It means you're getting a satellite signal from your dish. If it's red, it means the receiver is not getting any information from the dish.

Check the connection between the dish and the receiver. Unplug the co-ax cable that comes from the wall, from the receiver. Connect it again and check for the green dish.

If not, the problem is probably outside.

Learn about signal loss