TROUBLESHOOTING. Arris DCT6412 DUAL-TUNER DVR AND HD SET-TOP - MICROSOFT FOUNDATION, DCT 6400, DCT6412, DCT6400 Series

TROUBLESHOOTING

Before calling your service provider, review this troubleshooting guide.

This information is to help you quickly solve a problem. If your problem still exists, contact your service provider.

The DCT* will not power on

The remote control does not work

The DCT* may have received a software update and may not power on while the new software is being installed. Try again in a few minutes.

Verify that the AC power cord is connected to the DCT* and an AC outlet. Unplug the DCT* from the AC outlet, plug it back in, and then press the

POWER

button.

If the DCT* is connected to a switched outlet on another unit, verify that that unit is powered on. Unplug the power cord from the DCT*’s AC outlet, plug it back it in, and then press the

POWER

button.

Press the

POWER

button on the DCT* front panel instead of the remote control. The batteries in the remote control may be depleted.

Verify that the remote control is in “Cable” mode.

Verify that there are no obstructions between the remote control and the DCT*. Aim the remote control directly at the DCT* front panel, not the TV or VCR.

The angle between the remote control and the DCT* may be too large. Stand in front of the DCT* and not too far to either side.

Press and release operation keys one at a time, firmly and deliberately.

Try changing channels using the buttons on the DCT* front panel.

Check the batteries in the remote control. Install new batteries if needed.

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DCT6400 Series User Guide

There is no audio when viewing cable channels

There is no audio from the center and/or surround speakers of a home theater receiver connected to the

DCT*

Verify that the

MUTE

button on the DCT* or the remote control has not been pressed. Press

MUTE

on the remote control to restore sound.

If the DCT* audio output is connected to the TV, verify that the

MUTE

button on the TV has not been pressed.

If the DCT* audio output is connected to a home theater receiver, verify that the receiver is set to the appropriate input source and the mute button on the receiver has not been pressed.

Verify that you have the correct cables for the audio ports.

Verify that the audio cables are firmly connected between the DCT* and the audio playback device (TV, receiver, DVD player, etc.).

Not all Dolby Digital

®

programs feature full 5.1 surround sound. In some cases, the programs may only contain left and right stereo audio.

Verify that the SPDIF cable (coaxial or optical) is firmly connected to the DCT* and the home theater receiver.

Verify that the home theater receiver is set to a surround sound audio mode (Dolby Digital, Dolby Pro Logic II

Dolby Pro Logic

®

).

®

,

Verify that the receiver is properly configured to work with all connected speakers.

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There is no video on the TV screen

Verify that the TV is powered on and set to the appropriate input source for the DCT*.

Verify that the DCT* is powered on and tuned to an authorized cable channel.

Verify that all video cables between the DCT* and the TV are firmly connected.

Verify that the coaxial cable feed is firmly connected to the DCT* and the wall jack.

The DCT* DVI output may not yet be enabled. Use the component video (YPbPr) output instead.

If the DCT* video output is connected to a home theater unit, verify that the home theater unit is powered on and set to the appropriate input source.

If the DCT* video output is connected to a TV through a

DVI connection, power off the TV and then power off the

DCT*. Wait one second and then power on the devices.

Not all HDTVs can display every output format (1080i,

720p, 480p, or 480i) available on the DCT*. To select a different format:

1

2

3

4

Ensure that your DCT* is plugged into a power outlet and is turned off.

Press the

MENU

key on the front panel. Your settings are displayed on the DCT* front panel display.

Press the ▲ and ▼ keys to display the

DVI/YPbPr OUTPUT setting.

Press the ► key to cycle through the available output formats until a picture displays on the TV.

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DCT6400 Series User Guide

There are no graphics, closed captions, or program guides appearing on the

TV screen

There are black bars to the right and left of the picture

There are black bars above and below the picture

The DCT* cannot generate graphics on all video outputs at all times. If the DCT* is set to 1080i, 720p, or 480p output format, graphics are only available on the HD video outputs (DVI and component video). If the DCT* is set to 480i, graphics are available on all video outputs.

If the DCT* is connected to a standard definition TV, verify that the DCT* is configured to use the 480i output mode.

Verify that closed captions on the DCT* have been enabled in the User Settings menu.

If you are using an IEEE 1394 connection, on-screen graphics, including closed captions and program guides, will not be displayed.

Wide screen TVs display 4:3 programs in this format unless set to Stretch. Turn on the 4:3 OVERRIDE feature in the User Settings menu. This enables most wide screen TVs to stretch the video to fill the screen (see your TV manual for information about stretching 4:3 video).

If the DCT* is connected to a wide screen TV, verify that the TV TYPE is set to 16:9 in the User Settings menu.

Many HD programs are broadcast in pillar-box format with black bars to the left and right of the picture. These programs are broadcast in 16:9 HD formats even though the video is not 16:9.

All 4:3 HDTVs display HD programs in letterbox format

(black bars above and below the picture) because of the shape of the display screen.

Turn on the 4:3 OVERRIDE feature in the User Settings menu. This enables most standard screen TVs to display a full screen picture when the DCT* is tuned to a 4:3 program.

Set the TV TYPE to 4:3 Pan-Scan. This enables the

DCT* to remove the black bars above and below the picture when possible.

Some SD programs are broadcast in the letterbox format with black bars above and below the picture. Some wide screens TVs offer a zoom feature that may be able to remove the black bars (see your TV manual for information about zooming 4:3 video).

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There are black bars on all four sides of the picture

The DCT* is making a humming noise.

This may occur on a 4:3 TV if the 4:3 OVERRIDE setting is OFF. To set 4:3 SD programming to fill the screen, depending on the capabilities of the TV, set

4:3 OVERRIDE to 480i or 480p.

This may occur on a 16:9 TV if the active video for an SD broadcast is in letterbox format. To confirm, wait for a commercial or look for a graphic, such as a network logo.

If the commercial fills the screen from top to bottom, or the graphic appears below the active video, the program is being letterboxed by the broadcaster. You can minimize this by activating the zoom feature on the TV.

A broadcaster may include black bars on either side of a wide screen broadcast. This is called a “hybrid” aspect ratio and results in a black border surrounding the video on a 4:3 TV. Because this is part of the broadcast, the

DCT* cannot correct the video. You may be able to minimize the border using the zoom feature on the TV.

The DCT* includes an integrated hard drive and a fan for cooling. During normal operation, the DCT* emits a low humming noise, similar to a personal computer. The noise varies in volume occasionally when the speed of the internal fan adjusts to changes in the temperature around the DCT*. Please note the hard drive will stay on even when the DCT* is turned off.

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