You're currently in Business Support. For help with a consumer service, visit our

newNotificationBanner

Red X

My TV has no video / Child Article Config

Red X Tv

###  Red X with 1, 9, or 10

Please [contact us](https://www.telus.com/en/business/small/contact-telus "Contact TELUS").

###  Red X with no number or number other than 1, 9 or 10

1. Check that the cables have not moved or loosened.
      * Confirm both ends of all cables are firmly plugged in:
        * Power to the wall 
        * Ethernet / coax cable to the modem or the wall 
        * HDMI / Component to the TV 
2. Locate your TELUS modem and reboot it.
3. Ensure you see a flashing Internet light before proceeding.
      * __Note__: If you have a wireless access point, reboot it. [img src="//images.ctfassets.net/9mt4r6ro1ay9/37q1GDOA1ysmIuiAsmqCam/1bcd779c2dd97b9518efe4069c65d9d9/ven501front.png" alt="hello" max-width="120px"] 
4. Reboot your PVR (even if it is not the device experiencing the red x).
      * Proceed only once you are able to watch the PVR.
5. Reboot the affected digital box.

**Note**: Restarting or resetting your equipment may only provide a temporary fix to your problem. If you find the issue reoccurs [contact us](https://www.telus.com/en/business/small/contact-telus "Contact TELUS Support") in order for us to identify and fix the root cause of your problem.

My TV has no video Swiftype Title

Troubleshooting red X and no video signal on TV.

My TV has no video Swiftype Description

My TV has no video (Red X) / SEO

Learn what to do if your tv has no video signal and a Red X is displayed.

My TV has no video (Red X on TV) | Support | TELUS Business

My TV has no video

Low or red signal strength

My TV has no video (Low or red signal strength) / Child Article Config

Optik Wirelessrec Isb7105 Wifiindicator

###  If your wireless digital box is displaying a low or red signal strength follow these steps to restore or improve your service.

![](//images.ctfassets.net/9mt4r6ro1ay9/5FkhWAw6v6egS2wSicoCq2/50e267645a36fcc6c5fc6e24475286a2/IPV5050.png)

###  Confirm what equipment you have

Identify whether you have a T3200 or wireless access point and use the troubleshooting steps associated with your device below.

<table> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="180px" caption="T3200 modem"] </td> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/37q1GDOA1ysmIuiAsmqCam/1bcd779c2dd97b9518efe4069c65d9d9/ven501front.png" alt="hello" max-width="120px" caption="Wireless Access Point"] </td> </tr> </table><table> <tr> <th> T3200M and wireless digital box </th> <th> Modem, WAP and wireless digital box </th> </tr> <tr> <td> <ol> <li>Confirm your Wi-Fi is working using another wireless device. </li> <li>If Wi-Fi is not working, please see <a href="https://www.telus.com/en/bc/support/topic/internet#/wi-fi-and-internet-connection"><strong>Internet troubleshooting</strong></a>. </li> <li>If Wi-Fi is working, reboot your modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored. Your wireless digital box should have at least 4 signal strength bars for optimal TV performance. </li> <li>If the connection is not restored, reboot your wireless digital box. </li> <li>If the problem persists, adjust the location of the wireless digital box and modem to shorten the distance between devices where possible. </li> </ol><br /> Try to minimize the barriers between your modem and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts). </td> <td> <ol> <li>Confirm your Wi-Fi is working using another wireless device. </li> <li>If Wi-Fi is not working, visit please see <a href="https://www.telus.com/en/bc/support/topic/internet#/wi-fi-and-internet-connection"><strong>Internet troubleshooting</strong></a>. </li> <li>If Wi-Fi is working, ensure the switch on the back of the WAP is switched to ‘AP’ </li> <li>Reboot your WAP and modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored. Your wireless digital box should have at least 4 signal strength bars for optimal TV performance. </li> <li>If the connection is not restored, reboot your wireless digital box. </li> <li>If the problem persists, adjust the location of the wireless digital box, WAP and modem to shorten the distance between devices where possible. </li> </ol><br /> Try to minimize the barriers between your WAP and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts) </td> </tr> </table>


My TV has no video (Low or red signal strength) / SEO

Learn what to do if your tv has no video signal and there is low or red signal strength.

My TV has no video (Low or red signal strength) | Support | TELUS Business

Connect or pair my digital box

My TV has no video (Connect or pair my digital box) / Child Article Config

17-00791 Tsupport Ffh Screens Glare

###  If you need to connect or pair your wireless digital box follow these steps.

![](//images.ctfassets.net/9mt4r6ro1ay9/7HDGWxdDtm2ImGw8AKUEcq/313d70bd351c741ac6fc462322954b69/non4Kpairing.jpg)![](//images.ctfassets.net/9mt4r6ro1ay9/4KRB6PGhe8oq0oGmcciumq/016e67d5824041bb6e86cde505ae71c2/wlanstar.png)

###  Confirm what equipment you have

Identify whether you have a T3200 or wireless access point and use the troubleshooting steps associated with your device.

<table> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="180px" caption="T3200 modem"] </td> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/37q1GDOA1ysmIuiAsmqCam/1bcd779c2dd97b9518efe4069c65d9d9/ven501front.png" alt="hello" max-width="120px" caption="Wireless Access Point"] </td> </tr> </table>

Confirm which wireless digital box you have. The name of the device will be on the front panel:

<table> <tr> <th> ISB7105 </th> <th> IPV5050 </th> <th> VIP5602W </th> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/2yxNYfNIOMaCoiyYoYQWou/229665f0d4485e44bf5a9e1a85c64c74/isb7105front.png" alt="hello" max-width="300px"] </td> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/182Wkyssd6UQkciIiwyIui/ca7455d5482b5c08958f694d02785d7a/IPV5050.png" alt="hello" max-width="300px"] </td> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5ERO9lAMveQWKUwIusagWU/574a152544a7b21c606250b4119ab82e/vip5602wfront.png" alt="hello" max-width="300px"] </td> </tr> </table>

When setting up your wireless digital box:

  1. Ensure nothing is placed on top of the device 
  2. Minimize the distance between the modem and wireless digital box where possible 
  3. Ensure once set up there are a minimum of 4 signal strength bars on the front of the device for best results 

###  Based on your equipment select the appropriate link below:

  * [WAP + IPV 5050 or ISB7105 wireless digital box](//assets.ctfassets.net/9mt4r6ro1ay9/pTT7acA2DAeUkmqqCwySK/83a2059ab73f0ae722f448c95ce3da8b/OSI_Instructions_with_WAP_v2.pdf)
  * [T3200M + IPV 5050 or ISB7105 wireless digital box](//assets.ctfassets.net/9mt4r6ro1ay9/3IoDS1zw00Sa82OCMMqaEe/cc98873f36217a2960239ecc9c7ab493/OSI_Instructions_without_WAP_v2.pdf)
  * [T3200 + Arris VIP5602W](//assets.ctfassets.net/9mt4r6ro1ay9/1gXhAtEE6ycQ6WGw0GU6Gk/053bbad2771207544a6eca2b8f4ce9ec/OSI_Instructions_FINAL.pdf)


My TV has no video (Connect or pair my digital box) / SEO

Learn what to do if your tv has no video signal and needs to connect or pair to your digital box.

My TV has no video (Connect or pair my digital box) | Support | TELUS Business

Blue screen or snow

My TV has no video (Blue screen or snow) / Child Article Config

17-00618 Tsupport Ffh Screens 575X350-Blueandsnowscreen-Or

##  Snow

  1. Check a different channel to verify if the problem is only with that channel
  2. Check the cable to make sure it is securely attached
  3. Reseat the cable
  4. Turn the TV and your digital box off
  5. Turn the TV on first, then turn on the digital box
  6. Reboot the digital box

##  Blue screen

  1. Check which video or HDMI port your STB uses to connect to your TV 
  2. Use your remote control (source/input button) to ensure the TV is set for the correct video port
  3. If the wrong input is selected move through your TV's input sources to the right choice. For example HDMI 1, HDMI 2 etc. 

**Note**: Restarting or resetting your equipment may only provide a temporary fix to your problem. If you find the issue reoccurs [contact us](https://www.telus.com/en/business/small/contact-telus) in order for us to identify and fix the root cause of your problem.

My TV has no video (Blue screen or snow) / SEO

Learn what to do if your tv has no video signal and a blue screen or snow is displayed.

My TV has no video (Blue screen or snow) | Support | TELUS Business

Black screen

17-00254 Tsupport Ffh Screens 575X350-Blackscreen

### If you have a wired digital box, follow these steps to restore/improve your service:

__One TV Affected__

<table> <tr> <th> __Action__ </th> <th> __Details__ </th> </tr> <tr> <td>Confirm the TV is on and the power light on your digital box are on.<br /> </td> <td> <ul> <li>If no lights are on your digital box, confirm power to the digital box by pushing the __OK__ button on the remote. </li> <li>If no lights come on the remote when you push the buttons, makes sure nothing is blocking the signal from the remote to the digital box. </li> <li>If this does not work, try using the power button on the front of the digital box. </li> <li>If the light comes on when using the button on the box, check the batteries in your remote. For more information, visit <a href="https://www.telus.com/en/business/support/article/optik-tv-remote-not-working"><strong>Troubleshoot your remote control for Optik TV</strong></a>. </li> </ul> </td> </tr> <tr> <td>Check that the cables have not moved or loosened.<br /> </td> <td> Confirm both ends of all cables are firmly plugged in:<br /> <ul> <li>Power to the wall </li> <li>Ethernet / coax to the modem or the wall </li> <li>HDMI / Component to the TV </li> </ul> </td> </tr> <tr> <td>Check that the TV is set to the appropriate input (usually HDMI 1 or Component) based on the cable connecting your digital box to your TV. </td> <td> <ul> <li>Check which input the cable from your digital box is connected to on the back of your TV. </li> <li>Set the input on your TV to the same label as the cable connected between your TV and digital box. </li> <li>You can contact your TV manufacturer for information on how to change input on your specific TV. </li> </ul> </td> </tr> <tr> <td>If all of these steps fail to help, reboot your digital box by unplugging the power for 15 seconds.<br /> </td> <td> If this does not work, please <a href="https://www.telus.com/en/business/contact-telus"><strong>contact us</strong></a>. </td> </tr> </table>

**Note**: If in the unusual case, the power light does not flash when using the remote and all lights on the front of the Digital Box are on (power, link, HD, and record), [**contact us**](https://www.telus.com/en/business/small/contact-telus). You may need to have your Digital box replaced.

__Some TVs affected__

  1. Ensure the link light on your digital box is on.  

  2. Identify how the digital boxes are connected back to the modem (i.e. coax or Ethernet). 
  3. If you're using coax: 
        * Ensure your TELUS modem has the following: 

        <table> <tr> <th> __Modem__ </th> <th> __Light__ </th> <th> __Status__ </th> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/7bnNgEvfGgWMs8iI2UwCIW/87d39acaba43ab507fa90b3861a76056/GatewayInitializingWired.png" alt="hello" max-width="180px" caption="T1200 modem"] </td> <td> HPNA </td> <td> On and blinking </td> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="140px" caption="T3200 modem"] </td> <td> Coax </td> <td> On and blinking </td> </tr> </table>
        * Ensure the coax cable is tight.
        * If the light is not on, reboot your TELUS modem by unplugging the power cable for 15 seconds.
  4. If you're using Ethernet:  

        * Ensure your TELUS modem has the following: 

        <table> <tr> <th> __Modem__ </th> <th> __Light__ </th> <th> __Status__ </th> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/7bnNgEvfGgWMs8iI2UwCIW/87d39acaba43ab507fa90b3861a76056/GatewayInitializingWired.png" alt="hello" max-width="180px" caption="T1200 modem"] </td> <td> LAN 1/2/3/4 </td> <td> On and blinking </td> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="140px" caption="T3200 modem"] </td> <td> LAN 1/2/3/4 </td> <td> On and blinking </td> </tr> </table>
        * Ensure the Ethernet cable is tight into all walls/boxes that you find along the way. 
        * If the light is not on, reboot your TELUS gateway by unplugging the power cable for 15 seconds. 
        * Try a different cable if available. 

__All TV's affected__

  1. Check if your Wi-Fi is working.
  2. Ensure the following lights on your gateway are on:
  <table> <tr> <th> Modem </th> <th> Light </th> <th> Status </th> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/7bnNgEvfGgWMs8iI2UwCIW/87d39acaba43ab507fa90b3861a76056/GatewayInitializingWired.png" alt="hello" max-width="180px" caption="T1200 modem"] </td> <td> LAN 1/2/3/4 </td> <td> On and blinking </td> </tr> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="140px" caption="T3200 modem"] </td> <td> LAN 1/2/3/4 </td> <td> On and blinking </td> </tr> </table>
  3. Reboot devices in the following sequence: 
        * Modem 
        * PVR 
        * All remaining boxes 

If issue persists, [**contact us**](https://www.telus.com/en/business/small/contact-telus).

### If you have a wireless digital box, follow these steps to restore/improve your service:

![](//images.ctfassets.net/9mt4r6ro1ay9/22ZaS4KiZqOY4qAumU6MYI/c5b75b1bc46eea8b0572f7309547497d/17-00254_Tsupport_FFH_Screens_575x350-Blackscreen.png)

__Confirm what equipment you have__

Identify whether you have a T3200 or wireless access point and use the troubleshooting steps associated with your device.

<table> <tr> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="170px" caption="T3200 modem"] </td> <td> [img src="//images.ctfassets.net/9mt4r6ro1ay9/37q1GDOA1ysmIuiAsmqCam/1bcd779c2dd97b9518efe4069c65d9d9/ven501front.png" alt="hello" max-width="120px" caption="Wireless Access Point"] </td> </tr> </table>

<table> <tr> <th> __T3200M and wireless digital box__ </th> <th> __Modem, WAP and wireless digital box__ </th> </tr> <tr> <td> <ol> <li>Ensure your:<ul> <li>Modem, TV and wireless digital box are powered on. </li> <li>The HDMI cable is securely connected to the wireless digital box and TV. </li> <li>TV is on the correct HDMI input. </li> </ul> </li> <li>Confirm your Wi-Fi is working using another wireless device. </li> <li>If Wi-Fi is not working, please see <a href="https://www.telus.com/en/support/article/wireless-internet-not-working"><strong>Internet troubleshooting.</strong></a> </li> <li>If Wi-Fi is working, adjust the location of the wireless digital box and modem to shorten the distance between the devices. <ul> <li>Try to minimize the barriers between your WAP and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts). </li> <li>The wireless digital box signal strength indicator should have at least 4 bars for optimal TV performance. </li> </ul> </li> <li>If signal strength does not improve, reboot your modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.<br /> <strong>Note</strong>: If the problem persists, reboot your wireless digital box. </li> </ol> </td> <td> <ol> <li>Ensure your: <ul> <li>Modem, TV, WAP and wireless digital box are powered on. </li> <li>The HDMI cable is securely connected to the wireless digital box and TV. </li> <li>TV is on the correct HDMI input. </li> </ul> </li> <li>Confirm your Wi-Fi is working using another wireless device. </li> <li>If Wi-Fi is not working, visit please see <a href="https://www.telus.com/en/support/article/wireless-internet-not-working"><strong>Internet troubleshooting.</strong></a> </li> <li>Ensure the switch on the back of the WAP is switched to ‘AP.’ </li> <li>If Wi-Fi is working, adjust the location of the wireless digital box, WAP and modem to shorten the distance between devices. <ul> <li>Try to minimize the barriers between your WAP and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts). </li> <li>The wireless digital box signal strength indicator should have at least 4 bars for optimal TV performance. </li> </ul> </li> <li>If signal strength does not improve, reboot your WAP and modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.<br /> <strong>Note</strong>: If the problem persists, reboot your wireless digital box. </li> </ol> </td> </tr> </table>

**Note**: Restarting or resetting your equipment may only provide a temporary fix to your problem. If you find the issue reoccurs [**contact us**](https://www.telus.com/en/business/small/contact-telus) in order for us to identify and fix the root cause of your problem.


My TV has no video (Black Screen) / SEO

Learn what to do if your tv has no video signal and a black screen is displayed.

My TV has no video (Black Screen) | Support | TELUS Business

Stuck on initializing — For TELUS Business customers 

Initializing Rev2

##  If your wired digital box is stuck on initializing follow these steps to restore or improve your service

![](//images.ctfassets.net/9mt4r6ro1ay9/3PhSYS6Ol2oeQWyyMmKgOM/a0c58d90bdf29f46d5e785ec9f371d04/Wired_tv_initializing.png)

  1. Check if your Internet is working 
  2. Check that all connections are tight 
  3. Ensure the lights on your modem are on:
    <table style="background-color:#FFFFFF;"><tr></tr><tr><td>__Lights on and blinking__</td><td>[img src="//images.ctfassets.net/9mt4r6ro1ay9/7bnNgEvfGgWMs8iI2UwCIW/87d39acaba43ab507fa90b3861a76056/GatewayInitializingWired.png" alt="hello" max-width="280px" caption="T1200 modem"]</td><td>[img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="180px" caption="T3200 modem"]</td></tr><tr><td>__Power__</td><td>On</td><td>On</td> </tr> <tr> <td> __DSL__ </td> <td> On </td> <td> On </td> </tr> <tr> <td> __Internet__ </td> <td> On and blinking green </td> <td> On and blinking green </td> </tr> <tr> <td> __HPNA__ </td> <td> On and blinking </td> <td> N/A </td> </tr> <tr> <td> __Coax__ </td> <td> N/A </td> <td> On and blinking </td> </tr> </table>
  4. Reboot devices in the following sequence: 
        * Gateway 
        * PVR 
        * All remaining boxes 

## If your wireless digital box is stuck on  initializing follow these steps to restore or improve your service.

![](//images.ctfassets.net/9mt4r6ro1ay9/7xNSRrkEvKcu68WyGUAguC/0f50e88f69dd7fea8d152518912c9b8e/startup.png)

###  Confirm what equipment you have

Identify whether you have a T3200 or wireless access point and use the troubleshooting steps associated with your device.

<table style="background-color:#FFFFFF;"><tr></tr><tr><td>[img src="//images.ctfassets.net/9mt4r6ro1ay9/5au7cAvxbOeqqoAGIuAyKw/9946746106c2721383cc1c789218c907/t3200front.png" alt="hello" max-width="180px" caption="T3200M and wireless digital box"]</td><td>[img src="//images.ctfassets.net/9mt4r6ro1ay9/37q1GDOA1ysmIuiAsmqCam/1bcd779c2dd97b9518efe4069c65d9d9/ven501front.png" alt="hello" max-width="110px" caption="Modem, Wireless Access Point (WAP) and wireless digital box"]</td></tr><tr><td><ol><li>Ensure the signal strength indicator on the front of the wireless digital box has at least 4 bars. For low signal strength see these troubleshooting steps<br /> <strong><a href="/support/article/troubleshoot-wireless-set-top-box-issues">Troubleshoot low or red signal strength</a></strong></li> <li>Reboot your modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.<br /> <strong>Note</strong>: If the problem persists, reboot your wireless digital box. </li> </ol> </td> <td> <ol> <li>Ensure the signal strength indicator on the front of the wireless digital box has at least 4 bars. For low signal strength see these troubleshooting steps <strong></strong><strong><a href="/support/article/my-tv-has-no-video-low-red-signal-strength">Troubleshoot low or red signal strength</a></strong> </li> <li>Ensure the switch on the back of the WAP is switched to ‘AP’. </li> <li>If the problem persists, reboot your WAP and modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.<br /> <strong>Note</strong>: If the problem persists, reboot your wireless digital box. </li> </ol> </td> </tr> </table>

**Note**: Restarting or resetting your equipment may only provide a temporary fix to your problem. If you find the issue reoccurs [**contact us**](https://www.telus.com/en/business/small/contact-telus) in order for us to identify and fix the root cause of your problem.


Problems with TV video signal