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Troubleshooting 

Problem with image or sound

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You can attempt to solve most problems relating to your digital terminal by pulling the electrical cord out of the outlet and plugging it back in a few minutes later. You should then wait 5 minutes before turning your terminal back on.

Yes. illico TV new generation was designed for 16:9 (widescreen) HD TVs only. If you connect your terminal with a composite cable or to a standard TV, the quality of the picture and interfaces will be reduced. Therefore, though the connection is possible, it’s not recommended.

 

• Make sure that the terminal is on.
• If it is hooked up with a coaxial cable, tune to channel 3 on your television screen.
• If it is hooked up with composite, component, S-Video, or HDMI cables, make sure that the terminal is connected to the correct digital source (Video 1, Video 2, etc.).

 

To find out more, see the "Connections" section in your terminal user guide.

If this is only happening on a single channel, it might be a broadcasting problem.

Otherwise, if the pixelation appears on more than one channel or if it continues, it is probably a signal problem. Please contact our technical support at 1-877-380-2611.

1. How the signal emitted by your terminal works

When you adjust the volume on your TV, you determine the loudness of the sound coming from your speakers. With your terminal, however, the VOLUME feature adjusts the power of the audio signal coming from your terminal. The signal then enters your TV, sound system or stereo at the programmed level. This is why it is vital to keep the power of the audio signal coming from your terminal at maximum level.


We advise you to program your terminal remote control to your television in order to control the sound from the TV speakers rather than the loudness of the audio signal coming from the terminal.

 

To find out more, see the “Adjusting the Sound” section in your terminal user guide or see how to program your remote.

 

2. Programming your remote
For the best viewing experience possible, we advise you to program your terminal remote to your television. To find out more, see the "Remote controls" section in your terminal user guide.

 

3. Setting the terminal for better sound quality
• There are three main settings.
• To access the general settings menu, press SETTINGS twice on your terminal remote.

 

Once you’re in the GENERAL SETTINGS menu, follow the instructions below:

 

A. In the menu on the left, select AUDIO: DIGITAL using the up/down arrows. Go to the right and, with the arrows once again, select:
• DOLBY DIGITAL if you’re using a digital audio output.
• HDMI if you’re using an audio outlet via your HDMI cable.
• OTHER if you’re using an analog audio output.

Press A to confirm your selection.

 

B. In the menu on the left, select AUDIO: RANGE using the up/down arrows. The AUDIO: RANGE section controls volume sensitivity and only concerns analog audio outputs.
Go to the right and, with the arrows once again, select:
• NORMAL if the volume level is suitable.
• WEAK if you wish to increase the volume slightly.
• LARGE  if you wish to decrease the volume slightly.
Press A to configure your selection.

 

C. In the menu on the left, select AUDIO, VOLUME CTRL using the up/down arrows. Go to the right and, using the arrows again, select FIXED. Press A to confirm your selection.

 

Naturally, for impeccable sound quality, your TV or home-theatre speakers must be in good condition. Also, be sure to use top-quality speaker wire. In addition, if your home theatre has a coaxial digital audio input (digital audio out), we recommend you use it because the terminal is digital input enabled. If you are watching a program in Dolby Digital format, you will get superior quality sound, provided your equipment has been set up accordingly.

 

Standard channels designed for a standard television (4:3 ratio) will have black bars on the sides of the screen when displayed on a widescreen television (16:9 ratio).

 

It is possible to eliminate the bars by zooming out the image from the terminal or television. However, doing this can cause a partial loss of image in the Zoom mode on a high-definition channel.

  • Make sure that the HDMI connection between the terminal and the television is secure.
  • Disconnect your terminal.
  • Wait a few seconds, then reconnect it.
  • When the time reappears on the terminal, turn it back on and try to access the cable again.

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

A delay of two or three seconds between each channel is normal.

 

If there is a change in resolution when you switch to a new channel, the delay can be slightly longer. Selecting "Fixed" in 1080i or 720p might help to remedy the situation.

 

For more information about configuring high-definition terminals, please see the “Configuration Assistant” section in the user guide.

 

To get a better picture, select the appropriate aspect ratio and display settings on your HD television. Aspect ratio corresponds to the height/width ratio of the image that partially or completely fills an HD television screen. Display settings correspond to the HD TV’s screen resolution. A high screen resolution (1080i) produces a better image than a low screen resolution (480p). In certain circumstances, however, the image will not fill the screen. HD content has a 16:9 aspect ratio. If the image appears smaller (4:3), you can zoom it and eliminate the black bars by pressing the pound key (#) on the remote. The image will then fill the screen.
This operation may cause some of the image to be lost, particularly on high-definition channels.

 

For more information on configuring high-definition terminals, see the “Configuration Assistant" section in the user guide.

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residential > Television > Troubleshooting > Problem with image or sound