Cable Service Troubleshooting

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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.**

Checklist

Follow these troubleshooting steps in the order given. See at the end of this list for a video which shows how to set up your TV for WolfTV Cable.

1. Make sure you have subscribed to WolfTV.

  • If you haven’t subscribed, see the Pricing page for signup details.
  • Click the Get WolfTV link on that page and follow the prompts.
  • Service takes 1-3 business days to become active.

2. Make sure your TV has a QAM tuner.

See Television Requirements.

3. Verify your cable connections.

  • Make sure that you have a good quality cable.
  • Make sure it is connected to the cable jack in the wall outlet.
  • Make sure each cable end is properly finger tightened.
    The rear part of each connector should not be moveable.
  • Borrow a working cable from a friend’s room and try it.
    If that works, you need a new cable.

4. Follow your TV’s setup procedure.

This is usually accessible through the remote. See your TV manual.

  • Input source: CATV or Cable
    (NOT Antenna)
  • Type: STD (may not be able to determine Type in automatic mode)
  • If QAM is available, also select it (not always easy to find, may need a code to enable it).

5. 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

 

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.

 

COMMON ISSUES

1.  My television was working last semester.  I returned from holiday and am only getting static.
Verify that your settings are correct (see above). 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.

2.  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 WolfTV.  The television needs a Clear-QAM digital tuner in order to receive the digital channels.   WolfTV only supports signal to the outlet.  We do not support televisions/converter boxes/personal equipment.  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.

3.  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:

4.  The channels are blocky, pixellated or freeze.
These symptoms are indicative of a signal level issue and need to be reported to OIT staff.  See below on how to contact us.

5.  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

 

Setting up a TV for WolfTV at NC State University from WolfBytes Television on Vimeo.