Check your Smart Card for any damages and perform Smart Card Reset

STEP 1

Keep your Cignal box plugged in and turned on.

STEP 2

Gently take out the Smart Card and check for any scratches or dirt. The Smart Card will be unreadable if there are scratches.

STEP 3

Use a soft piece of dry cloth to clean the chip

STEP 4

If needed, you may use a pencil eraser to clean the gold chip. Ensure that there are no rubber erasures stuck on the card.

STEP 5

Plug the Smart Card back into your Cignal box with the card's red side up, and arrow up going in first

If issue persists, proceed to the next troubleshooting step.

Perform a Hard Reset

STEP 1

While the Cignal box is still powered on, unplug it from the power outlet.

STEP 2

Wait for 15 second and plug it back to the power outlet.

STEP 3

Your Cignal box should automatically power back on

If issue persists, proceed to the next troubleshooting step.

Perform a Factory Reset

STEP 1

Press Menu on your remote control.

STEP 2

Select "Set-Up" and choose "System Set-Up".

STEP 3

Using your remote control, enter PIN "0000" or "9998".

STEP 4

Select "Installation Set-Up" and "Restory Factory".

STEP 5

Enter PIN "0000" or "9998" and select "Yes to Continue" to confirm the factory reset. A message will appear saying "Please restart your set-top box."

STEP 6

Unplug your Cignal box and plug it back in after 30 seconds.

STEP 7

Your Cignal box will reboot and show the "First Time Installation Set Up". Press "OK" to save the pre-seelcted choices. The box will also test for signal quality and strength.

STEP 8

Choose "Fit to Screen" under TV Set-up. You can find this in the menu. Select "Set-Up", "System Set-Up", and "Installation Set-Up".

If issue persists, you may contact us for further assistance

Your Cignal account must be active and with no outstanding balance

Is there a past due balance on the account? If so, please pay your bill immediately to have your programming back up and running.

Is your account up to date with payments? If yes, proceed to the troubleshooting step.

Perform a Hard Reset

STEP 1

While the Cignal box is still powered on, unplug it from the power outlet.

STEP 2

Wait for 15 second and plug it back to the power outlet.

STEP 3

Your Cignal box should automatically power back on

If issue persists, proceed to the next troubleshooting step.

Perform a Factory Reset

STEP 1

Press Menu on your remote control.

STEP 2

Select "Set-Up" and choose "System Set-Up".

STEP 3

Using your remote control, enter PIN "0000" or "9998".

STEP 4

Select "Installation Set-Up" and "Restory Factory".

STEP 5

Enter PIN "0000" or "9998" and select "Yes to Continue" to confirm the factory reset. A message will appear saying "Please restart your set-top box."

STEP 6

Unplug your Cignal box and plug it back in after 30 seconds.

STEP 7

Your Cignal box will reboot and show the "First Time Installation Set Up". Press "OK" to save the pre-seelcted choices. The box will also test for signal quality and strength.

STEP 8

Choose "Fit to Screen" under TV Set-up. You can find this in the menu. Select "Set-Up", "System Set-Up", and "Installation Set-Up".

If issue persists, you may contact us for further assistance

Check your Channel Line-Up

Click here to check a list of channels that are part of your line-up.

If the channel is in your line-up but is not currently viewable, proceed to the next troubleshooting step.

Channel not on your line-up? Upgrade your plan today. You may contact us for further assistance

You can also add it to your plan with Channel Add-Ons.

Perform a Hard Reset

STEP 1

While the Cignal box is still powered on, unplug it from the power outlet.

STEP 2

Wait for 15 second and plug it back to the power outlet.

STEP 3

Your Cignal box should automatically power back on

If issue persists, proceed to the next troubleshooting step.

Perform a Factory Reset

STEP 1

Press Menu on your remote control.

STEP 2

Select "Set-Up" and choose "System Set-Up".

STEP 3

Using your remote control, enter PIN "0000" or "9998".

STEP 4

Select "Installation Set-Up" and "Restory Factory".

STEP 5

Enter PIN "0000" or "9998" and select "Yes to Continue" to confirm the factory reset. A message will appear saying "Please restart your set-top box."

STEP 6

Unplug your Cignal box and plug it back in after 30 seconds.

STEP 7

Your Cignal box will reboot and show the "First Time Installation Set Up". Press "OK" to save the pre-seelcted choices. The box will also test for signal quality and strength.

STEP 8

Choose "Fit to Screen" under TV Set-up. You can find this in the menu. Select "Set-Up", "System Set-Up", and "Installation Set-Up".

If issue persists, you may contact us for further assistance

Check the Weather Condition

Cignal is a satellite-based service that requires a clear line of sight connection with the satellite. Light rains do not usually affect the connection. In times of heavy cloud cover or severe weather conditions, the signal may be blocked resulting to a temporary loss of connection. This interruption usually lasts no more than a few minutes.

If the issue persists, proceed to the next troubleshooting step.

Check for Changes Made

Have you had any recent roof repair/constructions that made you move/relocate the satellite dish to a different location?

If yes, check the coaxial cable is securely inserted to the LNB IN port

If issue persists, proceed to the next troubleshooting step.

Verify The Error Message

Do you see this error message on your TV screen?

When you see this error message, press "OK" on your remote control to access the menu. Proceed to the next troubleshooting step.

If there is no error message, unplug the coaxial cable and perform a hard reset without plugging it back in.

Perform a Hard Reset Until The "Technical Problem" message appears

Step 1

While the Cignal box is still powered on, unplug it from the power outlet.

Step 2

Wait for 15 seconds and plug it back to the power outlet.

Step 3

Your Cignal box should automatically power back on.

Step 4

If the error message appears, press "OK" on the remote control to access the menu.

Step 5

Plug the coaxial cable back to the Cignal box and proceed to the next troubleshooting step.

Perform a Factory Reset

STEP 1

Press Menu on your remote control.

STEP 2

Select "Set-Up" and choose "System Set-Up".

STEP 3

Using your remote control, enter PIN "0000" or "9998".

STEP 4

Select "Installation Set-Up" and "Restory Factory".

STEP 5

Enter PIN "0000" or "9998" and select "Yes to Continue" to confirm the factory reset. A message will appear saying "Please restart your set-top box."

STEP 6

Unplug your Cignal box and plug it back in after 30 seconds.

STEP 7

Your Cignal box will reboot and show the "First Time Installation Set Up". Press "OK" to save the pre-seelcted choices. The box will also test for signal quality and strength.

STEP 8

Choose "Fit to Screen" under TV Set-up. You can find this in the menu. Select "Set-Up", "System Set-Up", and "Installation Set-Up".

If issue persists, you may contact us for further assistance

Check Signal Levels

STEP 1

Press "Menu" on your remote control and select "System Set-Up".

STEP 2

Enter PIN "0000" or "9998". Go to "System Set-Up"", "Installation Set-Up" and choose "Signal Test".

STEP 3

The box will check the signal levels. The Signal Strength should at least be 20% and Signal Quality should at least be 50%

If the signal readings does not meet the acceptable levels, you may contact us for further assistance

Check for changes made

Did you make any adjustments to your TV set-up like adding a new console or Blu-Ray players?

If yes, please check the cable used for your Cignal box and ensure that this is properly inserted into your TV.

If you did not make any changes to your set-up, proceed to the next troubleshooting step.

Check if Your Cignal Box is powered on

Turn on your Cignal box using the remote control or press the Power button on the front panel of the box. Confirm if the box turns on using both methods.

If the Cignal box does not power on, please follow this troubleshooting guide.

If your Cignal box powers on, proceed to the next troubleshooting step.

Check what channel or input source your TV is currently on

For example, if your Cignal box is connected to HDMI 1, then there should be viewing on the HDMI 1 input source.

If issue still persists, proceed to the next troubleshooting step.

Try to connect the Cignal box to another A/V or HDMI Port on TV

STEP 1

Locate the video cable used to connect the Cignal box to the TV.

STEP 2

Identify which input/output terminal/s were used. Using your remote control, select the correct input source on your TV.

STEP 3

If there is no output on your TV, try plugging in the cable to anothher A/V or HDMI port. This will help determine if the original TV port used for the Cignal box is damaged.

STEP 4

Once you have connected the cable/s to a different port, select the new input source on your TV.

If issue persists, proceed to the next troubleshooting step.

Use other HDMI / RCA cable if possible

If you have a spare HDMI / RCA cable at home, try to use it to connect the Cignal box to your TV. If the spare cable works, then your old cable is defective and needs to be replaced.

you may contact us for further assistance to order a replacement accessory.

If the spare cable did not work, proceed to the next troubleshooting step.

Use other video equipment (DVD, VCD, etc) if possible

If you have other equipment connected to your TV, try checking if this also shows an output. If this did not work, then your TV might be malfunctioning. We suggest to have your TV checked as soon as possible.

If the other video equipment works, then this might be a problem with your Cignal box. You may contact us for further assistance.

Perform a Hard Reset while the Cignal box is plugged in to a power source

STEP 1

Check if the Cignal box is securely plugged into a power source. If this is connected to an extension cord, surge protector, voltage regulator or AVR / UPS, etc,. please ensure that these are properly turned on. If the Cignal box is still not turning on, try directly pluggin the box into the nearest wall socket.

STEP 2

If this still did not work, plug the Cignal box to another wall socket, preferrably located in another room.

If issue still persists, proceed to the next troubleshooting step

Turn on the Cignal box using the Power button on the front panel

We usually turn on the Cignal box using the remote control. Try turning it on using the power button located on the box's front panel.

If the Cignal box turns on, this might be a problem with your remote control. You may contact us for further assistance to perform basic troubleshooting

For Cignal subscribers with multiple boxes, try using a different adaptor.

If you have another Cignal box of the same model at home, try using the power adapator from the other Cignal box and to check if the concerned box will turn on.

Otherwise, you may contact us for further assistance.

Check that TV volume is not on mute

Your TV volume might have been set to its lowest volume or may have been muted. Using the TV's remote control, turn up the volume to alevel that is loud enough to be heard.

If issue persists, proceed to the next troubleshooting step

Check your Cignal box's audio settings

Your Cignal box might have been set to its lowest volume or may have been muted. Using the Cignal box's remote control, turn up the volum to a level that is loud enough to be heard.

If issue persists, proceed to the next troubleshooting step

Check the cable connection between your Cignal box and TV or your Cignal Box to your Home Theater system

Ensure the wirings between your Cignal box and TV or Home Theater Set-Up are properly connected to the right ports.

If issue persists, proceed to the next troubleshooting step

Perform a Hard Reset

STEP 1

While the Cignal box is still powered on, unplug it from the power outlet.

STEP 2

Wait for 15 seconds and plug it back to the power outlet.

STEP 3

Your Cignal box should automatically power back on.

If issue persists, proceed to the next troubleshooting step.

Perform a Factory Reset

STEP 1

Press Menu on your remote control.

STEP 2

Select "Set-Up" and choose "System Set-Up".

STEP 3

Using your remote control, enter PIN "0000" or "9998".

STEP 4

Select "Installation Set-Up" and "Restory Factory".

STEP 5

Enter PIN "0000" or "9998" and select "Yes to Continue" to confirm the factory reset. A message will appear saying "Please restart your set-top box."

STEP 6

Unplug your Cignal box and plug it back in after 30 seconds.

STEP 7

Your Cignal box will reboot and show the "First Time Installation Set Up". Press "OK" to save the pre-seelcted choices. The box will also test for signal quality and strength.

STEP 8

Choose "Fit to Screen" under TV Set-up. You can find this in the menu. Select "Set-Up", "System Set-Up", and "Installation Set-Up".

If issue persists, you may contact us for further assistance