help

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**WOLFTV delivers programming digitally and in high definition.  If you are not getting channels refer to the procedure listed in your TV manual for setup and/or channel scan.**


Setup Help:

When prompted:

Input source= CATV or cable (do not use antenna!)
Type = STD (if asked) Some TVs will not be able to determine the type of system in automatic mode.
*NC State uses QAM technology to deliver cable television.  If a QAM option is available select it also (this setting isn't always easy to find.)

Note:  Some models of TVs (especially non-name brand) may need a special code to enable QAM.  Some flat screens do not have QAM tuners in them at all.

If your television doesn't find any channels, some channels, or only channels 2 and 68, refer to the Reception Problems troubleshooting section below.

RECEPTION PROBLEMS

1.  Have you subscribed to WolfTV?
Go to go.ncsu.edu/wolftv and click "Get WolfTV."  Service takes 1-3 business days to become active.

2.  My television was working last semester.  I returned from holiday and am only getting static.
Verify that your settings are correct (see SETUP). If your setting are correct, you've scanned for channels and are still not getting any channels, disconnect the cable from the back of your television and re-scan the channels.  You should not find any channels.  Reconnect the cable to the back of your television.  Make sure that the cable connections are finger tight on the wall outlet and the television.  Run the scan again.  If you have problems with this process call us at 515 HELP when you're by the television.

3.  I've auto-scanned the channels and I still don't have a signal.
Older televisions, such as a box-shaped CRT or an older flat screen, will not work with the new WolfTV.  The television needs a digital tuner in order to receive the digital channels.  You have two options.  1.  Replace the television.  2.  Purchase a CLEAR-QAM digital tuner converter box that works with an analog television.  WolfTV only supports signal to the outlet.  We do not support televisions/converter boxes/personal equipment.  That said, here are links to a few CLEAR-QAM converters: ViewTVThis link will open in a new windowChannel Master CM7001This link will open in a new window, P/N DCT 210This link will open in a new window, Channel Master 7001This link will open in a new window, PHD208This link will open in a new window. Again, WolfTV does not support, recommend or guarantee particular boxes.  Other boxes may work just as well.

  • Check the cable connecting the television to the data outlet (see diagrams of the data outlets). 
    • Make sure that you have a good quality cable.
    • Make sure each cable connector is properly tightened (the rear part of the connector should not be moveable).
    • Borrow a working cable from a friend's room and try it. If it works, then you need to replace your cable.

NOTE:  Some brands of TV's will retain old scan information and not update properly during a scan on a different CATV system.   If the TV is not picking up some or all of the channels it is recommended that you scan for channels without the cable connected to the back of the TV.

Go into your menu and find the area where you search for channels.  Select CATV(cable) and not antenna.  If QAM is an option select it also.  Scan the TV.  The TV should not find any analog or digital channels.  When complete, connect the cable to the TV and rescan. 

If the TV still does not pickup any channels, submit a trouble ticket and include the brand name and model number from a label on the back of the TV.  Be sure to include your room number and residence hall.


4.  I'm only receiving certain channels.
There are two potential problems here.  The most common solution is to make sure that your television is programmed for cable and not aerial antenna:

  1. Open your setup menu (accessible on most TVs through the remote control).
  2. Make sure that your antenna choice reads CABLE.  

    Input source= CATV or cable (do not use antenna!)
    Type = STD (if asked) Some TVs will not be able to determine the type of system in automatic mode.
    *NC State uses QAM technology to deliver cable television.  If a QAM option is available select it also (this setting isn't always easy to find.)

    Note:  Some models of TVs (especially non-name brand) may need a special code to enable QAM.  Some flat screens do not have QAM tuners in them at all.

  3. Auto program your channels. You should now be able to view the rest of the channels.

  4. If you've done that, and are still only receiving a few channels (such as 2 and 68) your television is not capable of receiving digital channels.

    If your television doesn't find any channels, some channels, or only channels 2 and 68, call us at 515 HELP when you're by the television.

5.  The channels are blocky, pixellated or freeze.
Our technicians have not had the opportunity to visit every floor of every building to check the signal level of the new system.  These symptoms are indicative of a signal level issue and need to be reported to OIT staff.  See below on how to contact us.

6.  Are the channels in high-definition?
Yes, the vast majority of the channels are transmitted in high-definition.  Channels 2 and 68 are the only analog channels in the lineup.

7.  Can I watch WolfTV on my computer?
If your computer has a built-in digital television tuner, yes. 

8.  Why do I need to type a . or - between channel numbers?
Due to the technology differences between analog and digital television, multiple digital channels can fit within one channel. This is similar to radio channels, which also use decimals.

9.  How do I get help?
Phone (best method):  While you are at your television to troubleshoot, call 919 515 HELP during business hours (8AM-5PM, Monday - Friday).
Email
 to the Help Desk, making sure to include your:

    • residence hall
    • room number 
    • phone number
    • name
    • specific description of the problem
    • actions already taken in trying to fix it.
    • Band and model of television

We've also created a quick and easy form that you can fill out if you're experiencing a minor problem that you don't think is in need of a Help Desk contact.  You can access that form by going to go.ncsu.edu/wolftvhelpThis link will open in a new window.

Main | GET WOLF TV! This link will open in a new window| Pricing | Troubleshooting | Report an IssueThis link will open in a new window | Questions? | Channel GuideThis link will open in a new window | What's OnThis link will open in a new window | TV Recommendations This link will open in a new window| Administrative Wolf TVThis link will open in a new window

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