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Troubleshooting satellite receiver not authorized or not subscribed errors

Use these tips to troubleshoot authorization issues with your satellite receiver. If your receiver 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

  • Check if the channel is part of your current package. For assistance, ShawDirect.ca lists channels included in our popular packages.
  • Check your System Status.
    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 receiver

    Two easy ways to refresh your receivers:

    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 to indicate you have an active account.
      • Press 1 to select "Product and technical support/Activate a receiver."
      • Select whether you are calling from the phone number listed on your account or not.
      • Press 3 to select to refresh your receiver.
      • Press 1 to confirm.

    If refreshing your receiver did not resolve the issue, please reset your receiver by referring to this section.

    How to reset your receiver

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

    Note: Rebooting your satellite receiver 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.

    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 receiver 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 receiver 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 receiver has a corrupt unit ID, it comes directly after a power outage or the receiver has been unplugged.