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Troubleshooting

Error messages

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Your selection : Classic cable
 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

The TV signal is weak

Check to make sure that the coaxial cable is firmly plugged in to the CABLE IN outlet, at the back of the terminal. Then, restart the terminal by selecting the Restart button below.

Contact us if the problem persists.

 

First, check that your coaxial cable is firmly plugged in to the CABLE IN outlet, at the back of the terminal and in the wall outlet. 

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

Service not available

Write down the error code and contact a Technical Support representative.

Contact customer service. Make a note of the error message that appears on your TV screen so you can mention it to the advisor.

 MOT502     

Message displayed on TV screen:
Unauthorized terminal

The terminal does not work because it is no longer authorized to access the Videotron network.

Contact us, and one of our representatives will help you fix the problem.

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:
Failed to play recording

To solve the problem, restart all your 
illico terminals by unplugging 
the electrical cable for several seconds.

Contact us if the problem persists.

Please reboot all your terminals.

Once the terminal has been rebooted, try accessing the content 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.

VOD103-XX
VOD602-XX

Message displayed on TV screen:
Server connection error

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 blocked, please contact Technical Support.

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 descriptions are still missing, please contact Technical Support.

“There was a problem processing your order. Contact Technical Support to get this title.”

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.

Contact Technical Support if the problem persists.

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 need to reset it. Contact Technical Support.

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.

Contact Technical Support if the problem persists.

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 persists, take note of the error message on screen and contact Technical Support.

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 persists, take note of the error message on screen and contact Technical Support.
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Need help? Contact Technical Support
Customer service
1-877-380-2611
From your Videotron mobile phone, dial 611.
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