• Black Screen
• Blue Screen
• Enter Activation Code message
• Video Signal Blocked

Basic Troubleshooting Steps

By performing basic troubleshooting before you call our Technical Support team, you can often resolve the problem immediately and save time. Try using the following steps:

• Check power to equipment – Verify the electrical outlet has power and power cord is securely plugged in to TV, set-top box, DVR etc
• Check cables and connectors – Line cord from the cable jack to the set-top box and from set-top box to the TV are securely plugged in.
• Power cycle the set-top box – The black power cord must be unplugged from the back of the set-top box for 10 seconds and then plug it back in. Wait for the setup to complete until you see a picture.
• If you are using one of your TVs inputs then verify TV is on the correct input channel – Press the Source/Input button on the TV remote until you see a picture.
• If you are using your TVs coaxial input then verify TV is on the right channel – Usually channel 3 or 4.
• Display on the TV screen:
  

Black Screen

1. Press STB/CBL button on your SureWest remote and then press the Power button on the remote.

   Note:

   If step #1 resolves your issue, do NOT proceed to step #2.

2. Power cycle the set-top box – The black power cord must be unplugged from the back of the set-top box for 10 seconds and then plug it back in. Wait for the setup to complete until you see a picture.

Blue Screen

Make sure TV is on the right input and any other devices such as VCR, DVR are turned off.

Video Signal Blocked

This message crawling across your TV screen can mean two things:

1. On the toolbar, if you see BLOCKED listed in red letters, that means the channel is being blocked by the parental control setting on the set top box.
2. If the toolbar does NOT show the word BLOCKED, that means the channel you are trying to watch is not included in your SureWest cable package.
   

Enter Activation Code Message

If you see the Enter Activation Code message, do NOT reboot (power off and back on) your set-top box.

1. Scroll to the bottom of the activation code screen.
2. Highlight the Check Activation checkbox.
3. Press OK on the remote control.
4. Wait up to 5 minutes to see if the normal video screen appears.
   

Remote Issues

Verify the batteries are not dead/low.