There are two types of connection issues, the first occurs when the unit will not connect at all and the second is when the unit will not maintain the connection. In either case troubleshooting is similar and is typically a configuration issue or an issue with the physical connection.

Some common problems include issues with the phone service and available options, as well as the phone number that has been chosen as well as the dialing method. Additionally phone quality issues can pose a problem as well as DSL the physical connection from the wall to the ReplayTV.

===== UNIT CONNECTS BUT FAILS PREMATURELY =====

If the unit is connecting to the ReplayTV Service but disconnects prematurely, then it is likely an issue with the database or possibly the configuration.

CLEARING CHANNEL GUIDE

This will delete the database on the ReplayTV unit. This step will need to be performed two times. The first time will delete the database; the second time will delete the backup database. - Exit any menus - Press 2 4 3 and the ZONES button

• Select CLEAR CHANNEL GUIDE
• Follow the instructions to reboot the machine
• Repeat a second time
• Follow the instructions below to force a connection to download the Channel Guide

FORCE A NETWORK CONNECTION

• Exit any menus
• Press 2 4 3 and the ZONES button
• Select NET CONNECT

CHANGE ZIP CODE TO PURGE DATABASE

If the issue persists, then write down all of the line Input Settings and any IR Blaster codes, etc. Then change the zip code on the ReplayTV to a different one to purge the Channel Guide data. Also assign all of the inputs to NOTHING CONNECTED. Once completed change back the original zip code and download the Channel Guide.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS or DIALING AND INPUT SETTINGS
• Highlight each LINE INPUT to review its configuration [When highlighted, a summary will be displayed on the right-hand side.]
• Select each input and choose NOTHING CONNECTED
• Once completed, select KEEP ALL SETTINGS
• The unit will connect to the ReplayTV network
• Once the connection has finished restore the settings and KEEP ALL SETTINGS

If this solution does not resolve the issue review the directions for failing to connect as many of the steps are similar.

===== UNIT FAILS TO CONNECT =====

PHONE SERVICE [ANALOG OR DIGITAL]

The ReplayTV unit uses an analog modem; if you subscribe to a digital service you may experience issues with connectivity using the modem. Below are instructions for configuring Vonage Phone service for use with the ReplayTV; other phone services may be similar, check with your provider regarding using the digital phone service with a fax machine or computer.

IF YOU VONAGE DIGITAL PHONE SERVICE…

Disable the digital phone service when the ReplayTV connects. It is only disabled during the ReplayTV's call. Although it is possible to get the ReplayTV to work with Vonage, it is unknown why it works when it does. What appears to be the case is that it is the earlier hardware from Vonage, although this has not been confirmed. During Setup, enter *99 on the DIALING PREFIX screen on the ReplayTV to disable the digital phone service. Use the PLAY button to enter the asterisk character [*]. Instructions for accessing this screen are below.

IF YOU HAVE DSL SERVICE...

then the ReplayTV will require a DSL filter connected to the ReplayTV. Failure to do so will cause noise on the phone line and prevent the ReplayTV unit from connecting to the service. Some DSL service is provisioned on a specific jack in the locale. If you are unsure whether or not the location requires a DSL, connect a phone to the same jack that the ReplayTV uses and listen. If you hear a hum or a screeching noise, a filter is required.

IF YOU HAVE CALL WAITING...

Disable this feature when the ReplayTV connects. It is only disabled during the ReplayTV's call.

During Setup, enter *70 on the DIALING PREFIX screen on the ReplayTV to disable Call Waiting. Use the PLAY button to enter the asterisk character [*]. Instructions for accessing this screen are below.

IF YOU VOICE MESSAGING...

Configure the ReplayTV to ignore dial tone. When you have new messages, there's a stutter tone on your phone line. If the messages remain overnight, it will prevent the ReplayTV from performing its nightly connection.

During Setup, press ZONES button on the remote control while on the DIALING PREFIX screen to access a hidden menu to disable WAIT FOR DIAL TONE option. Change the value of WAIT FOR DIAL TONE to NO. Select DONE and continue with the on-screen instructions.

LOWERING CONNECTION SPEED

It's possible that lowering the connection speed could make the connections a little longer. Start off lowering to 33.6 kbps, then to 26.4 kbps or 19.2 kbps, etc as necessary.

MODEM CONFIGURATION INSTRUCTIONS

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS or DIALING AND INPUT SETTINGS
• Select CHANGE TELEPHONE
• Verify your phone number is correct and continue
• Continue until you reach the DIALING PREFIX screen
• For VOICE MESSAGING or LOWERING CONNECTION SPEED, press the ZONES button on your remote
• For VOICE MESSAGING, scroll down to WAIT FOR DIAL TONE and select NO
• For LOWERING CONNECTION SPEED, scroll down to MAX CONNECT SPEED
• Use the left or right arrow to change the speed from DEFAULT to 33.6 or lower
• Choose DONE
• For CALL WAITING enter PLAY 7 0 and press SELECT
• For VONAGE DIGITAL PHONE SERVICE enter PLAY 9 9 and press SELECT
• Continue until you reach the SETUP SUMMARY screen
• Choose KEEP ALL SETTINGS
• You have now successfully configured the modem on your ReplayTV.

HARD BOOT THE REPLAYTV

If the ReplayTV is recording, stop the recording and unplug the ReplayTV from AC power. Leave it disconnected for about 15 seconds; then reconnect to AC power.

FORCE A NETWORK CONNECTION

• Exit any menus
• Press 2 4 3 and the ZONES button
• Select NET CONNECT

UPDATE PHONE NUMBER LIST

There may be new phone numbers for your local area and your unit may not have them depending on when it stopped connecting.  To update the list of phone numbers follow the directions below, pay close attention to the zip code portion.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS or DIALING AND INPUT SETTINGS
• Select CHANGE TELEPHONE
• Verify your phone number is correct and continue
• On the ZIP CODE page, press STOP to clear the zip code
• Press the LEFT ARROW key to go back to the TELEPHONE CONNECTION page
• Select CONTINUE
• Enter your zip code
• Select CONTINUE until the unit starts dialing.

If your ReplayTV did not start dialing but instead prompted you with a list of phone number to select, then repeat the steps above ensuring the you clear the zip code and step back to the previous page.  That is the key to update the phone numbers.

TEST PHONE LINE

If at this point the ReplayTV is still not connecting via modem, pickup a phone connected to the same phone line and see if the unit is dialing and attempting to negotiate a connection.

If the unit makes a connection but then seems to drop off, it could be a line quality issue, lower the connection speed, remove splitters, etc.

If the operator comes on the line and advises you that the number cannot be dialed, it could be a dialing method issue, change the dialing method or test for the correct dialing method, see directions below.

TEST DIALING METHOD

If you must dial the phone number with the are code for a local call; then you will need to setup 10 digit dialing on the ReplayTV. Most metropolitan areas will require this, especially if there are multiple area codes within a major city.

Manually dial the phone number on the ReplayTV screen [local dialup only] from your phone, if you hear a computer or fax tone answer the phone, then you have dialed the correct method, choose that method in setup.

SIMPLIFY CONNECTION & DISCONNECT OTHER TELEPHONY DEVICES

Try eliminating any splitters or wireless phone jacks and connect the ReplayTV directly to the wall jack. Try connecting again. If you are still unable to connect, then the problem may be with some telephone device within the same location that is causing unnecessary line noise.

Try connecting using an alternate phone line if it is available.

Temporarily disconnect the phone line from other telephony devices within the building. This would include other phones, fax machines, computers, caller ID boxes, etc. Try connecting again.

If necessary, try connecting the unit at another location, such as another room or a neighbor’s home, to see if the issue is with the wall jack or house wiring.

4xxx & 5xxx USERS

Try connecting using the Ethernet connection, if you have access to a network. Refer to SETUP OR CONFIGURATION - ETHERNET - GENERAL USAGE for more information.

CONTACT CUSTOMER CARE

If the modem issue persists, then it may be necessary to have the unit repaired. Please contact Customer Care for further assistance at (254) 299- 2705.

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