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Picture issues Receiver issues Recording issues Video on Demand (VOD) FreeRange TV Service Updates

Picture doesn’t fit my screen
There are a number of reasons as to why your picture may not fit your screen including viewing an SD channel on an HDTV. Learn how to adjust aspect and picture settings of your TV with these tips.
Problem with black box on screen
Learn how to troubleshoot TV issues, including fixing when a black box is appearing on the screen and is preventing you from viewing the program or on-screen guide.
TV is showing blue or black screen
Learn how to troubleshoot the issue of your TV showing a blue or black screen. A blue or black screen on your TV often indicates that your TV or receiver is not powered on, or that a cable or connection issue is present.

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Troubleshooting tips for intermittent satellite signal
Learn how to identify and troubleshoot intermittent TV signal, which is one of the most common issues with satellite signal interference.
How to troubleshoot when my satellite receiver will not boot up
Learn how to troubleshoot when your Shaw Direct satellite receiver will not boot up.
Troubleshooting on-screen error messages
Learn how to troubleshoot common issues with your Shaw Direct satellite TV service.
Troubleshooting satellite receiver not authorized or not subscribed errors
Use these tips to troubleshoot authorization issues with your satellite receiver.
My receiver changes channels itself
Use these tips to fix the issue of when your receiver changes channels by itself. If your channels are changing on their own, take a look at the back of your receiver. If you see a small metal antenna with a ball at the end, you are probably being affected by UHF interference.

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Troubleshooting guide to missing recorded programs
Your HDPVR may miss recordings for different reasons, varying from scheduling issues to a technical issue. Learn how to fix issues around missing recorded programs with this troubleshooting guide.

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Video on Demand connection troubleshooting tips
Use these connection tips to troubleshoot your Video on Demand connection issues. Shaw Direct On Demand connection issues can be a result of cable, hardware or other connection issues.
Video on Demand connection error messages
Use these Video On Demand error messages to troubleshoot VOD connection issues from bandwidth to authentication issues. Understanding these on-screen error messages can help troubleshoot common technical issues to help ensure that you can access Video On Demand content when you need to.

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FreeRange TV troubleshooting tips
Use these Shaw Direct FreeRange TV troubleshooting tips to fix issues related to freezing, playback, and more.
FreeRange TV frequently asked questions
Learn more about Shaw FreeRange TV for Shaw Direct customers with our frequently asked questions.

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6XX receivers software update - Version 55.01
From July 24 through August 3, 2018 we will be updating the software on all HDDSR 600, HDDSR 605, and HDPVR 630 receivers.
8XX receivers software update - Version 64.29
From June 6-7, 2018, we will be updating the software on all HDDSR 800 and HDPVR 830 receivers.

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Video on Demand (VOD) FreeRange TV Self-install HD Network upgrade Remote controls The Guide Parental controls Recording (PVR) Pay-Per-View (PPV) Accessibility

How to browse and order Shaw Direct On Demand programming
Learn how to access Shaw Direct On Demand online or through your TV.
How to connect to Video On Demand
Learn how to connect to Shaw Direct Video On Demand, which requires a high-speed Internet connection and a 6XX or 8XX satellite receiver, and VOD must not have been disabled on your account.
Shaw Direct On Demand frequently asked questions
Browse these frequently asked questions for more information about Shaw Direct's On Demand Service. From cost to ordering instructions, learn more about VOD with our FAQ.
How to connect your receiver and modem with an Ethernet cable
Learn how you can connect your modem and receiver with an Ethernet cable to view Video on Demand. This article will guide you through the required equipment, how to connect and troubleshooting tips.

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FreeRange App Overview
Learn more about the Shaw FreeRange app with this overview that covers everything from supported devices, sign in process and features of the app. The Shaw FreeRange app makes all of today’s best mobile TV app programming and access to live broadcast streams available through one, easy-to-use app, whenever and wherever you want to watch it.
Set up and manage FreeRange TV Parental Controls
Learn how to set up and manage parental controls in FreeRange TV. Use the FreeRange App to enable Safe Browse and set restrictions based on ratings and channel locks.
FreeRange TV, How to manage your account
Learn how to manage your Shaw FreeRange TV app from My Account. You can use this option to add or remove a device from your account.
FreeRange TV app Download-to-go feature
Learn about the Shaw FreeRange TV app Download-to-go feature including how to download the app and how to use the Download-to-go feature.
How to enjoy FreeRange TV on your computer
Learn how to access FreeRange TV on your computer or laptop.

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How to install your satellite dish video tutorials and manuals
Learn how to install and align your Shaw Direct satellite dish with these video tutorials and manuals.
How to connect and activate your satellite receiver
To connect and activate your satellite receiver, your receiver will require a connection to the satellite dish and a connection to the TV. If your receiver was shipped to you directly by Shaw Direct, you can follow the below activation steps.
Initial receiver setup
Learn how to complete the initial setup of your receiver for your Shaw Direct TV services. After the initial setup, you will be able to change settings via Preferences as needed.

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HD network upgrade: 2019 conversion and launch schedule
We want you to enjoy high definition at its best, so we’re making major upgrades to our network. When completed, nearly all channels will be carried in HD. View this page for information on when each channel will be upgraded from MPEG-2 to MPEG-4 in 2019.
HD network upgrade: 2017/2018 conversion schedule
We want you to enjoy high definition at its best, so we’re making major upgrades to our network. When completed, nearly all channels will be carried in HD. View this page for information on when each channel will be upgraded from MPEG-2 to MPEG-4 in 2017-2018.
Learn more about the HD network upgrade
We want you to enjoy high definition at its best, so we’re making major upgrades to our network. When completed, nearly all of your available channels will be offered in HD.
HD network upgrade: Outdoor equipment
We want you to enjoy high definition at its best, so we’re making major upgrades to our network. When completed, nearly all channels of our available will be carried in HD. This article focuses on your satellite dish and its relationship in the HD Network Upgrade.
Offer: Trade in credit for upgrading your HDPVR 630 to an HDPVR 830
Shaw Direct is offering customers a trade in credit of $100 to upgrade to the latest HDPVR 830 model.

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Shaw Direct Remote Control Overview
Learn more about the remote controls used with Shaw Direct satellite receivers.
Programming your remote control model IRC 600 or URC 600
Learn how to program your IRC 600 or URC 600 Shaw Direct remote control.
How to program your IR/RF 600 remote control
Learn how to program your Shaw Direct IR/RF 600 remote control for satellite.

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HD Guide icons
Learn more about the Shaw Direct on-screen guide with our table of HD Guide icons. From accessibility features to episode descriptions, the HD Guide icons can provide additional insight into channel and program information.
How to customize your guide
Learn how to customize your guide with these tips covering everything from changing the guide colour to enlarging the font size. Guide settings can easily be set from "User Settings in the "Options" menu.

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Single user mode vs. Multi user mode
Your Shaw Direct receiver has two different modes for enabling parental controls - single user mode and multi-user mode. To switch between single and multi-user mode, press "OPTIONS" on your remote, select "Parental Controls" and press "A".

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How to record with your PVR
Learn some quick and easy ways to use your PVR to record your favourite shows and movies.
How to view recorded programs
Learn how to use the PVR List feature to access your recorded programs in one convenient location. From the PVR List you can manage your list of recordings and have the option of deleting recordings to free up space on your PVR.
How to play recorded programs
Learn how to play recorded programs from your Shaw Direct receiver, as well as understand the various functions of the Playback bar.
How to troubleshoot external hard drive issues
Learn how to troubleshoot external hard drive issues when configuring your Shaw Direct TV hardware. If you are setting up an external hard drive for the first time, you can find system requirements and setup instructions on our feature page.

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How to use PPV Now
PPV Now allows you to watch the newest pay-per-view (PPV) movies loaded on your HDPVR at any time and is ideal if you’re unable to connect your HDPVR to your high-speed Internet services to take advantage of Shaw Direct On Demand.
How to browse Pay-per-view
Learn how to browse pay-per-view events and programs based on your receiver type. Pay-per-view browsing experience varies per receiver generation. Select your receiver type to learn how to browse PPV listings.
How to order Pay-per-view
Pay-per-view (PPV) movies and live events can be found on channels 950 through 986. PPV channels 950 to 953 are standard definition, while 954 to 986 are high definition. Adult PPV titles can be found from 685 – 694.

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Shaw Direct accessibility overview
Shaw Direct is committed to addressing the needs and concerns of all our customers, including providing accessibility for customers with disabilities. The following describes the particular products and services offered to Shaw Direct customers with accessibility challenges.

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Billing My Account Seasonal break My channels

My Account

View your bills, set up eBill, refresh your receiver and more.

Shaw Direct rate adjustment - December 1, 2018
Starting December 1, 2018, rates will be adjusted on select Shaw Direct channels and packages. Shaw Direct customers will receive advanced notification of the rate adjustment through their monthly online or paper invoice.
Understanding fees on your Shaw Direct bill
Not sure what that charge is on your Shaw Direct bill? We explain all the different types of fees you may see on your Shaw Direct bill.
Shaw Direct payment methods
Learn about the different ways you can pay your Shaw Direct bill.
Your bill explained
Learn more about your Shaw Direct bill with our bill explainer. The bill explainer breaks down the various sections of your Shaw Direct bill and illustrates where you can find important information such as amount due, due date and payment options.
Shaw Direct eBill and FAQ
Learn more about the Shaw Direct eBill with these tips and frequently asked questions.

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Legacy credentials expiring June 6
As of June 6, 2018, a system-wide upgrade will require you to use a Shaw ID to access your account.
Shaw ID Two-Step Verification
As of May 2018, signing into My Shaw Direct with your Shaw ID will give you access to a new, optional level of security: Shaw Two-step verification. Two-step verification will introduce an additional layer of security to Shaw Direct customers, helping to protect your online identity.
How to access additional services with your Shaw ID
Learn how to access other great Shaw services with Shaw ID. You can use your Shaw ID to access services like FreeRange TV, VOD, and a variety of mobile apps.

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What is a Seasonal Break?
A seasonal break is a way for you to temporarily suspend your Shaw Direct services for a period of time between 14 and 180 days.
How to schedule your Seasonal Break
Shaw Direct’s Seasonal Break service allows you to suspend your programming while you are on holidays. You can schedule a Seasonal Break through My Shaw Direct or via our chat support.
How to adjust or cancel your Seasonal Break
Need to adjust or cancel your Seasonal Break for your Shaw Direct programming? Follow these steps to reconnect your services or extend your break.
Seasonal Break troubleshooting
A common reason that your receiver may display “your authorization has expired” or “A subscription is required” message is that your services have not been resumed following a request for Seasonal Break. If you are returning earlier than was indicated when you requested the break, visit My Shaw Direct to refresh your receiver.

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My channel line-up type and channel listing (Classic and Advanced)
Learn which Shaw Direct channels are in your channel line-up.
Nov 1 | The Movie Network (TMN) and CraveTV are now Crave

On November 1, 2018, both The Movie Network and Crave TV are rebranding to Crave, providing our customers with two package options:
- Crave + Movies + HBO or,
- Crave
NHL Centre Ice returns for the 2018/2019 season
Delivering up to 37 regular season out-of-market NHL games per week in high definition, NHL Centre Ice gives you access to every bone-crushing hit, every top corner snipe and every pad-stacking save that takes place outside of your local viewing area. It’s the ultimate package for Hockey fans. This article will highlight what’s included with NHL Centre Ice, and how you can subscribe today.
NBA League Pass not available for 2018-2019 season
NBA League Pass is not available for 2018-2019 season
Troubleshooting guide to missing satellite channels
Learn how to troubleshoot missing channels on your satellite receiver.
Learn about sports blackouts
Sports blackouts are a result of restrictions set by broadcasters, professional sports teams, and their respective leagues. Learn about what sports blackouts are and how they may impact your Shaw Direct programming, and about the blackouts imposed by the NHL.

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Fixes and Troubleshooting

Picture issues Receiver issues Recording issues Video on Demand (VOD) FreeRange TV Service Updates

Setup and How-to

Video on Demand (VOD) FreeRange TV Self-install HD Network upgrade Remote controls The Guide Parental controls Recording (PVR) Pay-Per-View (PPV) Accessibility

Billing and My Account

Billing My Account Seasonal break My channels

Welcome to Support

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Support

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Welcome to Support

What do you need help with?

Fixes and Troubleshooting

Setup and How-to

Billing and My Account

Top support articles

Featured

Need additional assistance?

Support

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