Troubleshooting Guide

What’s Your Issue?

Locate your issue below and follow the simple steps indicated to fix it.

  1. There is no picture/sound on the TV set.
  2. The images on all channels are fuzzy or the picture screen is snowy but visible and there is a "hissing" sound.
  3. You are not receiving all available channels.
  4. The TV picture shows a double or multiple image of faint "ghosts" of off-air channels.
  5. A herringbone pattern, faint lines, or a "hum" bar distorts the picture.
  6. A black border frames the top or bottom of the screen.
  7. There is no sound or the volume is too low.
  8. The audio has a distinct buzz or hum when the volume is adjusted with the remote control unit.
  9. The television has no place to connect the coaxial cable.
  10. I don't have an owner's manual for my television.
  11. I have TIVO and it says that I need a cable card.
  12. I don’t have a remote for my television and I can’t configure my TV to receive channels on the network.

Find a Solution

1. There is no picture/sound on the TV set.

Possible problems:

  • The TV set may be unplugged.
  • A fuse or circuit breaker may be blown or switched off.
  • The television may be connected to an inactive wall plate.
  • The input may be set to LINE.Wall Plate Diagram

Solutions:

  • Make sure the TV is plugged in and the wall switch is on.
  • Check the fuse or circuit breaker. Test the outlet with a lamp.
  • Make sure the TV is connected to the RUNet wall plate.
  • Use the Channel select or Input select to switch the source.

2. The images on all channels are fuzzy or the picture screen is snowy but visible and there is a "hissing" sound.

Possible problems:

  • An external device (VDR,VCR DVD-R) may have a loose fitting.
  • If your TV is connected to the RF Out of an external device, your TV may be set to the wrong channel.
  • There may be a loose fitting in the house drop.
  • Your VCR or DVR may be malfunctioning and needs to be replaced.

Solutions:

  • Hand-tighten all fittings.
  • Tune the TV set to channel 3 (or 2 or 4 as appropriate).
  • Bypass the external device. Connect the cable directly to the TV set.

3. You are not receiving all available channels.

Possible problems:

  • Your television is not tuned properly or completely.
  • Your television may not have a digital tuner.

Solutions:

  • For more detailed information about tuning, visit our Connection Guide.
  • An older, analog television will no longer work on our digital network.
  • Some digital TVs need a special code or setting that is available from the manufacturer to work with QAM256. If you are having difficulty receiving all of the channels after using the channel scan function in your TV set up menu, you might need to contact your manufacturer’s technical support for additional assistance.

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4. The TV picture shows a double or multiple image of faint "ghosts" of off-air channels.

Possible problems:

  • Ghosting is caused by an ingress of off-air signals into the TV through the cable system, or the TV's antenna.
  • An F-connector may be loose.
  • The cable plant may have a "leak" in the area.

Solutions:

  • Check and hand tighten the cable fittings to the TV set and VCR.
  • If the problem continues, call 732-445-info.

5. A herringbone pattern, faint lines, or a "hum" bar distorts the picture.

Possible problems:

  • The fine-tuning may need adjustment.
  • An "F" connector may be loose.
  • The cable plant may be out of adjustment in the area.

Solutions:

  • Adjust the fine-tuning on the TV set, VCR, or DVR.
  • Check and hand tighten the cable fittings.
  • Be patient. A service call may be required to repair the problem.

6. A black border frames the top or bottom of the screen.

Possible problems:

  • The program is being shown in "letterbox" format.

Solutions:

  • No adjustment is required.

 

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7. There is no sound or the volume is too low.

Possible problems:

  • The volume may be turned down or muted.
  • An earphone may be in the earphone jack.
  • There could be a problem with the network feed.

Solutions:

  • Turn the volume up on the TV set.
  • Turn off the the "mute" function via the remote control or on your television.
  • Remove the earphone from the jack.
  • Call 732-445-info to report the problem.

8. The audio has a distinct buzz or hum.

Possible problems:

  • The TV set's volume is adjusted to the top of its range.
  • A system problem may be affecting your building or area.

Solutions:

  • Reduce the volume on the TV set to low- to mid-range.
  • Try plugging the television into another outlet.

9. The television has no place to connect the coaxial cable.

Possible problems:

  • The television is a monitor.

Solutions:

  • The cable must be connected to a device with an RF Modulator. DVR, VCR, or DVD Recorders typically include a tuner. Inexpensive RF Modulators are also available at electronics retailers.
  • You can also use the audio and video connections of an external device to provide a signal to the monitor. (Consult owner's manual.)

 

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10. I don't have an owner's manual for my television

Solutions:

  • Try searching on the manufactuter's website for a PDF that you can download.
  • For older televisions use the brand name and model number as search terms and use an internet search engine.
  • Try finding someone in your building with the same TV. They may have a manual you can borrow.

11. I have TIVO and it says that I need a cable card.

Solution:

  • A cable card is not needed to receive channel on your TIVO on the campus network.You should contact TIVO directly and have them help with your setup. Make sure the TIVO unit is correctly installed and that you mention to the TIVO tech that the unit is receiving QAM256 signals.
  • Programming instructions for customers utilizing Series 2 (single tuner), Series 3, TiVo HD DVR, and Premier model TiVo units can be found here.

12. I don’t have a remote for my television and I can’t configure my TV to receive channels on the network.

Solution:

  • In many cases, the way to access the set up menu on your TV is through the menu button on the remote control. If you don’t have a remote control, you might need to get a universal replacement.

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