Channel Guide / Lineup - General Usage - Powered By Kayako SupportSuite

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	Channel Guide / Lineup - General Usage

Solution The Channel Guide is a database that represents which satellite, cable or over the air programming you have selected during installation and setup. As such, the information returned can only be as accurate as the information that was given during setup.

The Channel Guide bases its provider information on the zip code that you enter during setup. It is one of the most important parts of the Electronic Program Guide [EPG]. Without a correct zip code, you may not have all of the programming available to you. If your provider is not listed, attempt to use another zip code from an adjacent or nearby city and see if your provider is listed.

While most services providers are available, there are a select few that ReplayTV does not service due to issues relating to channel change issues. An example of this would be the use of sub-channels, such as channel 8.1 or similar. These are typically digital channels, etc.

Another item to note regarding the Channel Guide is that it will not contain any details for Pay Per View [PPV] or sports specials programming. The ReplayTV will offer a channel and time slot, but no details for this event. This is due to the sheer volume of programming available at the individual level.

You can record a program from PPV once it has been purchased by selecting the time and channel that you would like to record. From there it will be the same as the ReplayTV you have been accustomed to using in the past.

One final issue that can occur is corruption of the database. If this occurs it is possible that your configuration is accurate; however, no matter how many times you download the Channel Guide, it remains empty. See the following for details on correcting this issue.

SETUP ISSUES

Remember that you must have the physical connection of the ReplayTV march the software setup. For example if you have a Digital Cable box with an IR Blaster connected on Line Input 1; you must have the software setup also reflect that configuration.

Additionally if you have two inputs configured the same, it will be redundant and can result in an empty Channel Guide, or missed channel changes, to name a few. For example if you have a Digital Cable box with an IR Blaster connected on Line Input 2 and a Digital Cable box with an IR Blaster connected on CATV / Antenna; you will have a conflict as the channel lineup are the same and the ReplayTV will not know which lineup takes precedence.

CHANNEL PROVIDER ISSUES

Almost all providers are available, if one is not available for your zip code, try selecting an alternative zip code for your area. If you are unaware of zip codes available in your area, you can use a local telephone directory or the following link.

http://zip4.usps.com/zip4/citytown.jsp

If selecting another zip code does not resolve your provider issue, then contact Customer Care at (254) 299- 2705 to have your information added to the database.

CHANNEL LINEUP ISSUES

If your provider is listed; however, you cannot find your lineup ensure that you have correctly selected ANALOG or DIGITAL if necessary, as on some ReplayTV’s this will actually filter your search results.

Additionally if you are in an apartment or condominium complex, they may have a separate cable or satellite provider available for that location. Please try changing zip codes, or contact Customer Care at (254) 299- 2705 to have your information added to the database.

INCORRECT CHANNEL

If you have for the most part a correct lineup, but just one channel is incorrectly mapped, then confirm that there are no changes that will soon be changed. If this is not the case contact Customer Care at (254) 299- 2705 to have your information added to the database.

INCORRECT TIME SLOT

This usually is a mix up of West Coast and East Coast feeds. The West Coast feed is typically represented by the letter “P” indicating Pacific. Please contact Customer Care at (254) 299- 2705 to have your information added to the database.

CONFIRMING LINEUP

- Press MENU
- Select SETUP
- Select NETWORK AND INPUT SETTINGS
- Highlight each LINE INPUT to review its configuration
- To change a lineup or check for an update, select the INPUT and press SELECT, follow the onscreen prompts to review your setup.
- Once completed, select KEEP ALL SETTINGS
- The unit may connect to the ReplayTV network depending on the changes that were made.

CLEARING CHANNEL GUIDE

This will delete the database on the ReplayTV unit. This setup 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

CONTACT CUSTOMER CARE

If you are still experiencing issues with your Channel Guide, please contact Customer Care for further assistance at (254) 299- 2705.

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Created On:

03 Aug 2006 05:37 PM