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Overview

Use these tips to troubleshoot authorization issues with your satellite set-top box(satellite receiver). If your set-top box has good signal strength and is getting an error message when tuning to a channel in your package, you may be experiencing an authorization issue.

How to diagnose the issue

  1. On your Shaw Direct remote, press the buttons OPTIONS-4-7.
  2. It should bring you to the System Status.

system status

    1. Check the following:
      • Line A (Unit ID).
        • Unit IDs should start with 000.
        • If this starts with a different number, please contact us.
      • Line B (Authorization Status)
        • This shows if you're subscribed to the channel.
        • If this says "ZK" or "XS", please contact us.
      • Line C (Signal Level Tuner 1)
        • Ensure your Ecb/no is above 6.5 on the problematic channel.
  • If you are getting "Not Subscribed" message on multiple channels, please contact us.

    How to refresh your set-top box

    Two easy ways to refresh your set-top boxes:

    1. Via My.ShawDirect.ca
      • Login using your Shaw ID and password.
      • On the left side-bar, click TV.
      • Under Refresh TV Receiver, click on Refresh Receiver.

    refreshreceivers

    1. Via our phone line using self-serve options:
      • Call 1-888-554-7827.
      • Press 1 for English.
      • Press 1 for Shaw Direct Satellite Services.
      • Press 1 if you have an existing account with Shaw Direct.
      • Press 5 to Send a Refresh to your receiver.

      If refreshing your set-top box did not resolve the issue, please reset your set-top box by referring to this section.

      How to reset your set-top box

      1. Unplug the power cord from the back of the set-top box.
      2. Leave it unplugged for 30 seconds, then plug it back in.
      3. The set-top box should boot up properly in less than 90 seconds, with lights flashing in front.

      Note: Rebooting your satellite set-top box may cause a loss of your Guide data for up to an hour.

      If you still see an error message, please contact us for further troubleshooting.

      Find more set-top box troubleshooting tips with our Satellite set-top box FAQs.

      What is a corrupt unit ID?

      If you have a unit ID on your SYSTEM STATUS that does not start with 000-0 followed by other numbers, your Unit ID may be corrupted. Please contact us for further assistance.

      Why does this happen?

      There is an internal battery inside the set-top box that works to maintain certain things such as unit authorization. Generally, these batteries have a life-span of 5-8 years. When that battery expires, the Unit ID gets reset into an addressable number that doesn't fall into any current unit ID ranges. While the set-top box is plugged in to a consistent power source, the authorization numbers may be maintained even after the battery expires, but if the power supply gets interrupted, this can cause the unit ID to become corrupt. This is why often times, when a set-top box has a corrupt unit ID, it comes directly after a power outage or the set-top box has been unplugged.