Troubleshooting on-screen error messages

Problem

Your television only displays a black screen with a text banner that says: "Acquiring Satellite Signal. Please wait."

Possible causes

• Your satellite system is not connected properly.
• Your satellite dish has moved or become blocked and is no longer picking up signal from the satellite.
  • This commonly indicates that you have lost your satellite signal temporarily. This can occur with the onset of extreme weather conditions such a very heavy rainfall that blocks the sky completely or a snowstorm that has covered the dish entirely in snow.
    
    

Solutions

• Make sure that the coaxial cable running from your satellite dish is fully connected to the back of your Shaw Direct satellite TV set-top box.
• If the line has been cut or contains any extraneous splitters it can cause the coaxial cable from the dish to wear out and not work. Check the line for any splitters or couplers which look disconnected, unnecessary, or burnt out.
• Ensure that all of your satellite feeds are still connected at the satellite dish and tighten any loose connections.
• If you are experiencing a very heavy rainfall or notice very thick storm clouds directly in front of your dish, please wait a few minutes for the clouds to pass and your signal should return shortly.
• If you have been experiencing a significant snowfall and you have access to do so, carefully remove any excess snow from the face and arm of the dish. Be careful not to move the dish when you brush it off and your signal should return very quickly.
• If you have a multi-switch, make sure that the unit hasn't been unplugged or disconnected.
• If your dish is loose and now misaligned, you will need to have an installer re-adjust the dish before you can receive proper signal. Give Shaw Direct a call at 1-888-554-7827 to book a service call.
• If there is something blocking your dish, such as a large tree or your neighbour’s newly renovated home, this may be preventing your dish from operating properly. Try moving the blocking object, if possible.

Problem

You tune to a channel and a message appears on the screen that says: "A subscription is required to view this program. Please contact Customer Service to subscribe, or select a different channel."

Possible causes

You have tuned in to a channel that is not a part of your Shaw Direct subscription package.

Solutions

• Choose another channel feed: Please tune to a different channel. In some instances, such as a when you tune in to a non-subscribed US network, you may find the same program on an alternative channel.
• Order the channel: Visit the Store section on www.shawdirect.ca to add this channel to your program line-up. Alternatively, you can contact us to speak with a Customer Care Representative to purchase this channel.
• Refresh your services: The services on your Shaw Direct satellite set-top box may have been interrupted due to a power outage or other error. You can submit a signal refresh request to restore regular viewing or initiate the new services on your set-top box. Log in to My Shaw Direct now to refresh your services online.

Problem

You tune to a channel and a message appears on-screen that says: "This program has been locked by your current user settings…"

Possible causes

You are operating in Multi-User mode and have tuned in to a channel that exceeds the parental control rating lock of the current user’s profile.

Solutions

• Press FAV on your Shaw Direct remote and select a user profile whose ratings will allow the program to be viewed.
• If you don't know or have forgotten your parental lock password, please contact us and we can reset it for you.

Problem

You can't change channels, bring up the Option menu, or turn off your set-top box. Your screen is filled with numbers and timers.

Possible causes

• You are receiving a software update. This download will add new features or fixes to your current on-screen Guide.
  • This process occurs during the late night hours so that it won't interrupt your regular viewing.
    
    

Solutions

This process occurs during the late night hours in order to not interrupt your regular viewing. If you happen turn on your set-top box during the code download you should see the screen below on your TV. The image below has been labelled for easy reference. The entire process should take between 15 to 90 minutes (you can check this time as illustrated in Item 2, below). If the download screen appears on your screen for longer than 2 hours, please contact us to ensure that your unit is receiving the download properly.

Problem

You tune to a channel and your television only displays a black screen with a text banner that says: "Attention. This program has been blacked out in your area."

Possible causes

Due to viewing area restrictions and/or agreements with sporting leagues such as the National Hockey League (NHL), this program is not accessible in your viewing area.

Solutions

Sports blackouts are put in place by sports leagues and are completely beyond the control of Shaw Direct or other television providers. In some cases you may be able to view the event on Pay-Per-View or an alternative channel. Check your on-screen Guide for alternative listings.