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Troubleshooting

Error messages

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 Code       Messages       Description and what to do


 OCAP

 

Message displayed on terminal screen:
 OCAP


It is normal for this message to appear on your screen. It is one of the steps in the device’s start sequence.

 

When starting or rebooting the terminal, the OCAP message may remain onscreen for up to 30 minutes.


If the message is still there after 30 minutes, please reboot the terminal.


If the problem persists, please contact Videotron’s Technical Support team. Please make a note of the error message appearing onscreen and mention it to the advisor.



 MOT500


Message displayed on TV screen :
The coaxial signal is weak.


First, check that your coaxial cable is properly plugged in and connected to your terminal according to the desired configuration.


Please . reboot the terminal


If the problem persists, please contact Videotron’s Technical Support team. Please make a note of the error message appearing onscreen and mention it to the advisor.



 MOT501     

 

Message displayed on TV screen :
Sorry, this service is unavailable. Please contact Customer Service at 1-88 -VIDEOTRON.

 

Please reboot the terminal.


Once the terminal has been rebooted, try accessing the desired feature again.


If the problem persists, please contact Videotron’s Technical Support team. Please make a note of the error message appearing onscreen and mention it to the advisor.


redémarrer le terminal


 MOT502     

 

Message displayed on TV screen :

This terminal is not unauthorized by Videotron. Please contact Customer Service at 1-88-VIDEOTRON.

 

If you are starting your terminal for the very first time, you must activate it in order to link it to your Videotron account. Please refer to the terminal activation procedure.


If the terminal belongs to you and has already been used, please reboot it.


If the problem persists, please contact Videotron’s Technical Support team. Please make a note of the error message appearing onscreen and mention it to the advisor.



 PVR802

 

Message displayed on TV screen :

A software error occurred during the recording of the show.

 

If an error message appears while you are trying to access the Video On Demand menu:

Turn off your digital terminal, wait a few minutes and then turn it back on.


Access the Video On Demand menu again by tuning in to channel 900.


If the problem reoccurs, please reboot the terminal. Once the terminal has been rebooted, try accessing the menu again.


If the problem persists, please contact Videotron’s Technical Support team. Please make a note of the error message appearing onscreen and mention it to the advisor. 


It is possible that the channel you have chosen is not included in your package. To view your current channel package – and even modify it – visit the Customer Centre at www.videotron.com

 

If the channel is still not authorized, please contact our technical support at 1 877-380-2611.

The transfer of information for the interactive TV guide is much more efficient when the terminal is off (at night, for example).

 

Unplug the electrical cable of your illico terminal and wait 10 seconds before plugging it in again. To ensure that the guide will be reset, you must then wait eight minutes before turning the terminal back on.

 

If the terminal has been off at night and the descriptions are still missing, contact our technical support at 1-877-380-2611.

"There was a problem processing your order. Please contact technical support at 1-877-380-2611."

 

This message may be displayed the first day you use your terminal. It indicates that activation of your terminal is not yet complete. Activation should be finalized within 24 hours.

 

If you receive another error message when accessing Video On Demand:

  • Turn off your digital terminal for a few seconds and then turn it back on.
  • Access the Video On Demand menu again by tuning to channel 900.
  • If an error message appears, disconnect your terminal for about 10 seconds, then reconnect it.
  • When the time appears on the front of the terminal, turn it back on and try once again to access Video On Demand.

 

 

 

 

 

 

 

If the problem continues, make a note of the error message that appears and contact our technical support at 1-877-380-2611.

There are two types of PIN: the administrator PIN and the purchase PIN. There is no default PIN. If the screen requires a PIN that has not been programmed, a window will appear allowing you to create one.

 

To change your PIN:

1. Press MENU to display the main menu.
2. Using the arrows, select Settings and OK.
3. Choose the Controls and limits menu to change your PIN.

 

If you forget your new PIN, you will not be able to change it from your terminal. You will have to call Videotron’s technical support at 1-877-380-2611 to have it reset.

 

Attention: only the account holder or authorized users can make such a request.

  • First check that your television is HDCP-compatible (consult your television’s user manual).
  • Disconnect your terminal. Wait a few seconds, then reconnect it.
  • When the correct time appears on the terminal, turn on your television first and ensure that you have selected the right source for your terminal connection.
  • Now turn the terminal back on and try to access the channels again.

 

 

 

 

 

 

 

To avoid this type of problem in the future, always turn your television on from the right source before turning on the terminal.

 
If the problem persists, contact our technical support at 1-877-380-2611.

This message may be displayed on the first day you use your terminal. It means that activation of your terminal is not yet complete. Activation should be finalized within 12 hours.

 

If you receive another error message when accessing Video On Demand:

  • Turn off your digital terminal for a few seconds and then turn it back on.
  • Access the Video On Demand menu again by tuning to channel 900.
  • If an error message appears, disconnect your terminal for about 10 seconds, then reconnect it.
  • When the time appears on the front of the terminal, turn it back on and try once again to access Video On Demand.

 

 

 

 

 

 

 

If the problem continues, make a note of the error message that appears and contact our technical support at 1-877-380-2611.

If you obtain an error message when attempting to order a movie, power OFF your illico terminal for a few seconds, then turn it back on and attempt to order again via channel 900.

 

If you receive another error message when accessing Video On Demand:

  • Turn off your digital terminal for a few seconds and then turn it back on.
  • Access the Video On Demand menu again by tuning to channel 900.
  • If an error message appears, disconnect your terminal for about 10 seconds, then reconnect it.
  • When the time appears on the front of the terminal, turn it back on and try once again to access Video On Demand.

 

 

 

 

 

 

 

If the problem continues, make a note of the error message that appears and contact our technical support at 1-877-380-2611.

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