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__1. How to log in on Android TV/Smart TV__

Your TELUS TV Digital Box should log you in automatically to the TELUS TV+ app during your first installation. If your automatic login fails, you will need to manually log in with your My TELUS username and password, or [try our My TELUS login troubleshooting tool](https://www.telus.com/support/self-care/first-page?intent=fix-login-issues&INTCMP=sweepr_fix_ttv_issues_article_accordion). 

__Note__: If you have forgotten or need to reset your username or password, please visit [telus.com/MyTELUS](https://telus.com/mytelus). 

__2. How to log in on Apple TV__

If you are having issues logging into TELUS TV+ on your Apple TV, follow these steps:

1. Go to __Settings__
2. Access __Users and Accounts__
3. Select TV provider
4. Ensure the toggle next to TELUS TV+ is off 
5. Sign out, and attempt to sign in with your My TELUS username and password. 

__3. How to check your Internet connectivity__ 

In case of issues with TELUS TV Digital Box performance or if a warning message appears notifying you that your internet connection may not be optimal or has been lost, check your Wi-Fi connection or try rebooting your box.

 - To check your Wi-Fi connection and signal strength, navigate from the home screen to __Settings__ → __Device settings__ → __Network and Internet__. You will see a list of available networks, including any to which you are currently connected. To check your signal strength, select the Wi-Fi network you are connected to and scroll down to __Signal strength__. You may also select __Forget this network__ to disconnect 
  - To reboot your TELUS TV Digital Box, navigate from the home screen to __Settings__ → __Device settings__ → __Device Preferences__ → __About__ → __Reboot__
  - If you have a weak Wi-Fi signal, try moving your TELUS TV Digital Box to a location where a stronger signal strength is available or connect with an Ethernet cable (not supplied)

__4. TELUS Remote__

__How to pair your TELUS Remote and your TELUS TV Digital Box__

  - Your TELUS Remote is able to control your TELUS TV Digital Box using Infrared (IR) connectivity by default right out of the box 
  - For the most reliable connection, it is recommended to pair your TELUS Remote with your TELUS TV Digital Box using Bluetooth. Bluetooth connectivity has a longer working range than IR and does not require a direct line of sight between the remote and box. This gives you more freedom for where you place your TELUS TV Digital Box. Bluetooth connectivity is also required for Google Assistant connectivity. Please see the section on how to [use voice control for TELUS TV Digital Box](https://telus.com/support/article/telus-tv-digital-box-remote) for more information

  - During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be prompted to pair your TELUS Remote with your TELUS TV Digital Box via Bluetooth.  In most cases, your remote will pair automatically. You will see __Status: Remote control paired__ once the TELUS Remote has been successfully paired. If you do not see this after 10 to 15 seconds, simply press the __7__ and __9__ buttons for three seconds to pair. If your remote becomes unpaired at any time, you can always reconnect by pressing the __7__ and __9__ buttons for three seconds. If your remote is unresponsive, check your batteries, or try unpairing and re-pairing the remote by following these steps:

1. Press and hold the __4__ and __6__ buttons until the LED on your TELUS Remote lights up solid green
2. Press __OK__ and wait for the LED to flash green twice (the remote has now been unpaired from your TELUS TV Digital Box)
3. Press any key and wait a few seconds (this will cause your remote to connect via IR mode)
4. The LED should now be flashing white with any key press
5. Press the __OK__ button on the remote while pointing the remote at your TELUS TV Digital Box. This will trigger the Bluetooth pairing mechanism between your TELUS Remote and TELUS TV Digital Box

If all of the above fails, please [contact us](https://www.telus.com/en/support/contact-us) for a replacement.

__How to control your TV with your TELUS Remote__

  - During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be given the option of controlling your TV’s power and volume using the TELUS Remote 
  - When prompted with the screen asking ‘Would you like to control your TV using your remote’ select __Yes__ to proceed. Your TELUS TV Digital Box should automatically recognize the make of your TV and you will be prompted to test the volume buttons. If they are working, select __Yes, continue__ to proceed with your setup. If they aren’t working, select __No, try again__ to retry
  - If your TELUS TV Digital Box cannot identify your TV make, you can select it from a drop-down menu and proceed with testing the volume buttons
  - At any point after the first-time installation, you can choose to control your TV using your TELUS Remote. From the __Home__ screen, navigate to __Settings__ → __Device settings__ → __Remotes & Accessories__ → __Program Remote with TV/Home Theatre__ and follow the steps on screen

__Please note__ that controlling speakers and home theatres with the TELUS Remote is not currently supported.

__How to factory reset your TELUS Remote__ 

To restore your TELUS Remote to original factory settings:

   1. Press and hold the __1__ and __9__ buttons simultaneously on the remote number pad for 4 seconds
   2. When you see a solid green LED on the remote, press __OK__. The green LED will turn off and a white LED will start flashing 
   3. Once the white LED starts flashing, the factory reset is complete. You can now set up the TELUS Remote as detailed in the __Pairing your TELUS Remote with your TELUS TV Digital Box__ section above

For more information on the TELUS Remote including Google Assistant, checking battery life and keeping your TELUS Remote up to date, please visit the [TELUS Remote support page](https://telus.com/support/article/telus-tv-digital-box-remote).

__How to factory reset your TELUS TV Digital Box__

To factory reset your TELUS TV Digital Box, navigate from the home screen to __Settings → Device Preferences → Factory reset__. 

__Please note__ that this will erase all data from the box, including any downloaded applications or saved passwords. Factory resetting your TELUS TV Digital Box should be done as a last resort.

Troubleshoot TELUS TV+ errors & issues / TELUS TV Digital Box: General troubleshooting

__1. Accessibility__

To enable Closed Captioning or Described Video, navigate to __Settings__ from your Home screen.

To customise other accessibility preferences such as Closed Captioning appearance, high-contrast text and colour settings, navigate from your Home screen to __Settings__ → __Device settings__ → __Device Preferences__ → __Accessibility__.

__2. Google account__

To make the most of your entertainment experience, we recommend that you sign in to your Google account. This will give you access to thousands of apps available for download from the Google Play Store to help you access the content you enjoy. 

Please note that Netflix, Amazon Prime Video and YouTube come pre-installed on the TELUS TV Digital Box.

At any time, you can sign in or out of your Google account. From the __Home__ screen, navigate to __Settings__ → __Device settings__ → __Accounts & Sign-In__. Please note that if you sign out of your Google account, any applications that you have downloaded from the Google Play Store may not receive automatic updates.

__3. Google Assistant__

During the first-time setup of your TELUS TV Digital Box, you can choose whether to enable Google Assistant voice control on your TELUS remote. 

__Note__: A Google Account login is not required to access Google Assistant voice control functionality. 

At any time, you can change your Google Assistant settings and preferences. From the __Home__ screen, navigate to __Settings__ → __Device settings__ → __Device Preferences__ → __Google Assistant__.

__4. Language__

Change your language between English (Canada), English (United States) or French from the Home screen by navigating to __Settings__ → __Language preferences__.

__5. Screensaver__

Your screen saver is currently set to turn on after 15 minutes of inactivity while browsing, and your TELUS TV Digital Box is set to go to sleep after four hours of inactivity. 

__Note__: Your screen saver will not turn on while your TELUS TV Digital Box is in playback mode, playing live TV or On Demand programming.

To customise your screen saver and sleep preferences, from the __Home__ screen, navigate to __Settings__ → __Device Settings__ → __Device preferences__ → __Screensaver__.

You can choose what to display for your screen saver. Choices include:

- Turn screen off
- Backdrop (a selection of images)
- Colours (a moving coloured display)

You can customise how long it should take for the screen saver to activate after a period of inactivity. Time intervals include 5 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours or never.

You can also customise when your TELUS TV Digital Box should go to sleep after a period of inactivity. Time intervals include 30 minutes, 1 hour, 2 hours, 3 hours, 4 hours, 8 hours or never.

__6. Errors with filtering the Guide__

Pressing the __Options__ button while in the __Guide__ should give you filter options to show only Subscribed or Favourited channels. 

In the case that the filter options are not showing, log out of your TELUS TV Digital Box then log back in, navigating from the __Home__ screen to __Settings__  → __Account Information__ → __Switch account__ → __Log out__

__7. System sounds__

Your TELUS TV Digital Box is set to make a small sound whenever your TELUS Remote buttons are pressed to navigate the user interface. To turn this sound off, navigate from the __Home__ screen to __Settings__ → __Device Settings__ → __Device preferences__ → __Sound__.

Troubleshoot TELUS TV+ errors & issues / TELUS TV Digital Box: Device preferences and settings

Your TELUS TV Digital Box features the following buttons:

__Power__: Turn the TELUS TV Digital Box on and off using the power button on the front of the unit.

__Bluetooth__: Turn on Bluetooth pairing using the Bluetooth button on the side of the unit. You can also connect Bluetooth accessories from the Home screen by navigating to __Settings → Device Settings → Remotes & Accessories → Add accessory__.

Your TELUS TV Digital Box features the following inputs:

__Optical audio__: Optionally connect your TELUS TV Digital Box to other audio outputs using Optical audio or TOSLINK cables (not included).

__Ethernet__: Optionally connect your TELUS TV Digital Box to your internet access point with an Ethernet cable (not included) for the most reliable connection. 

__HDMI__: Connect your TELUS TV Digital Box to your TV using the supplied HDMI cable. 

__Power__: Connect your TELUS TV Digital Box to a wall receptacle using the included Power Supply. 

__USB 2.0__: You can choose to connect USB accessories, such as keyboards, to control your TELUS TV Digital Box using the USB input on the left-hand side of the unit.

Your TELUS TV Digital Box has an LED on the underside of the box at the front. The colour of the light and whether it is solid or flashing indicate different states that the box is in.

__No colour__:
If the LED is not illuminated, the TELUS TV Digital Box is either unplugged or in deep standby mode. Press the power button on the TELUS Remote to power the box on.

__Blue__:
If the LED is illuminated a solid blue colour, the TELUS TV Digital Box is in stand-by mode. Press the power button on the TELUS Remote to power the box on.

A flashing blue LED indicates that the box is either waking up or is undergoing a factory reset.

__White__:
If the LED is illuminated a solid white colour, the TELUS TV Digital Box is powered on. The LED will blink once to acknowledge that a button on the TELUS Remote has been pressed.

A flashing white LED indicates that the box is undergoing a software upgrade.

Troubleshoot TELUS TV+ / TELUS TV Digital Box: Buttons, inputs, and LED reference

The TELUS TV Digital Box features the following technical specifications:
<table type="white"><tr><td>Operating System</td><td>Android TV Q</td></tr><tr><td>Audio</td><td>Dolby Digital Plus Dolby Atmos</td><tr><tr><td>Video</td><td>4Kp50/60</td></tr><td>Connectivity</td><td>
10/100 RJ-45 Ethernet jack
Wi-Fi 6 
HDMI with HDCP 2.3 protection 
S/PDIF Optical connector 
Bluetooth 5.0 
Unidirectional IR receiver
</td></tr>
<tr><td>Storage and RAM</td><td>16 GB Flash memory</td></tr><tr><td>RAM</td><td>4 GB RAM</td></tr></table>


Troubleshoot TELUS TV+ / TELUS TV Digital Box: Technical specifications

You may have trouble connecting to Wi-Fi in certain areas of your home. This is because the farther away you are from your Wi-Fi modem, and the more obstacles in the way, especially concrete and metal obstacles, the weaker the signal. If you are experiencing problems with your Wi-Fi, try the steps below. 

__1. Modem placement__

Modem placement is critical in obtaining good Wi-Fi coverage. If your modem is located on the floor, move it to a higher ground if possible.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/2ic5zE0vs4iEYYgYs6G0Yg/d1bedf28aa2e6a187185857715fc43cf/16_00482-02-OnFloor-WhiteBG2.png" alt=”A graphic illustration showing a modem placed on higher ground for better Wi-Fi coverage” max-width="550"]
If your modem has external antennas, it may help to adjust their positioning.

Your TELUS technician should have positioned your modem and its antennas for the best Wi-Fi performance. If the antenna position has accidentally changed, you can re-adjust to get better Wi-Fi performance.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/4XvCX30iqIoyycioQaqama/cc6e7e0bca58af6a0b63dc61b5ac1ed1/Antenna.png" alt=”A graphic illustration showing a modem with two antennas and another modem with one antenna” max-width="550"] 
Now press the refresh button on your TELUS TV screen to see if you get green or yellow bars for signal strength.

__2. Remove interference__

Certain devices can interfere with your Wi-Fi signal. These include cordless phones, baby monitors, microwave ovens, Bluetooth-enabled devices, other Wi-Fi modems and Wi-Fi extenders or repeaters.

Move such devices as far away from your Wi-Fi modem as possible.

Now press the __Refresh__ button on your TELUS TV screen to see if you get green or yellow bars for signal strength.

__3. Reboot your Wi-Fi modem or Wi-Fi extender__

When you reboot your Wi-Fi modem, the software reloads and can resolve common issues.

To restart your Wi-Fi modem, follow [these steps](https://www.telus.com/en/support/article/restart-actiontec-modem).

__Additional options__

If the above steps don’t solve the problem, here are a couple of other options that may help:

- You can ‌connect your TELUS TV Digital Box by Ethernet cable 
- You may want to upgrade to Wi-Fi Plus. This will extend your Wi-Fi range and improve internet access. For more information, please visit [Wi-Fi Plus](https://www.telus.com/en/internet/home-internet-add-wifi-plus).

Troubleshoot TELUS TV+ errors & issues / TELUS TV Wi-Fi troubleshooting

__Buffering issues__

Your TELUS TV Digital Box streams video over your TELUS Internet connection. If you are using the Internet for other activities such as online browsing, watching YouTube, playing games or checking email, you may see some buffering on your screen.

To improve performance, we suggest exiting one or more Internet applications in use and turning off some of the devices connected to the same network as your TELUS TV Digital Box.

__Video lag__

If you're experiencing a lagging issue resulting in poorer than normal video quality, it may be due to your Internet speed. It could also be a result of having too many applications or programs consuming your network bandwidth.

Learn more about our speed test and get tips on streaming video settings by checking out our [Internet speed explained](https://www.telus.com/support/article/understanding-internet-speed) article.


Troubleshoot TELUS TV+ errors & issues / TELUS TV audio and visual quality

__1. Poor TELUS TV+ app performance__

If your TELUS TV+ app is behaving slowly or having other performance issues, please try the steps below first.

- __For TELUS TV+ mobile app users__: Update your app with the latest version, then restart the app.
- __For TELUS TV+ browser users__: 
    1. Access your browser settings and clear the cookies.
    2. Enable cookies in your browser, and disable any ad-blocking extensions you may have installed, as this may interfere with the browser’s functionality.
    3. Refresh [telustvplus.com](https://telustvplus.com).

__2. Login issues on Android OS or browser__

If you are having trouble logging into the TELUS TV+ app or browser, please try the solutions on [this page](https://www.telus.com/en/support/article/cant-log-in-to-account) for assistance. 

__3. Login issues on iOS__

If you are having trouble logging into the TELUS TV+ app on your Apple device, please follow the steps outlined below: 

1. Go to __Device Settings__ 
2. Select __TV Provider__
3. Sign out
4. Ensure that the button next to  TELUS TV+ access is __off__
5. Exit __Device Settings__
6. Open the TELUS TV+ app
7. Select __Settings__, located at the bottom-right corner
8. If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request
9. Select __Login__
10. Manually enter your My TELUS credentials.  

__Note:__ If you have forgotten or need to reset your username or password, please visit [telus.com/MyTELUS](https://telus.com/mytelus).

If you are still having trouble logging into the TELUS TV+ app, please visit [this page](https://www.telus.com/support/article/cant-log-in-to-account). 

__4. Video not loading or poor quality video__

If you experience poor video quality while using the TELUS TV+ mobile app or browser, please try the following: 

- Check for internet outages in your area. 
- Perform a reset of TELUS TV+.
- __For TELUS TV+ mobile app users__: Update your app with the latest version, then restart the app. 
- __For TELUS TV+ browser users__: Clear your browsing history and restart your device.

For more information to improve Wi-Fi, see below in the __Wi-Fi troubleshooting for TELUS TV+__ section. 

__Playback Performance for TELUS TV+ on Android__

The TELUS TV+ app for Android devices has a feature called __Playback Performance__. This feature was built for devices that need a bit of extra help rendering video. 

Follow these steps to turn on this feature:

1. Go to __Settings__
2. Turn on “Playback performance”
[img src="//images.ctfassets.net/9mt4r6ro1ay9/4E8WfMEb7UJ5RgFglztWJZ/8efa2d649db68400b13c653a16e4d082/TELUS_TV-Playback_Performance1.png" alt="Access the Playback_Performance option via the Settings icon in the lower right corner" max-width="325"]
3. Follow on-screen prompts to restart the app. 
[img src="//images.ctfassets.net/9mt4r6ro1ay9/3yl0gVHM4edNFC9sJ59X9v/d56275c4ee9fdd2ac16dc662f00e86d8/TELUS_TV-Playback_Performance2.png" alt="Restart the app to adjust playback settings" max-width="325"]

__5. Concurrent stream error displayed__

If you experience a concurrent stream error on your TELUS TV+ device, please wait 10 minutes and then refresh or restart the TELUS TV+ application or browser page. 

__Note__: TELUS TV+ supports a maximum of seven concurrent streams; a maximum of two can be used away from your TELUS Home Internet. 

Troubleshoot TELUS TV+ errors & issues / TELUS TV+ browser and app: General troubleshooting

Having issues with your TELUS TV Digital Box? Many issues may be resolved by rebooting your device. 

To reboot your TELUS TV Digital Box from the __Home__ screen, navigate to __Settings__ → __Device Settings__ → __Device Preferences__ → __About__ → __Reboot__. Alternatively, you can unplug your TELUS TV Digital Box for 10 seconds and plug it in again.

If the issue persists, the table below outlines error codes and error messages found on Pik TV and Optik TV and how best to resolve them.

<table> <tbody><tr><td>__Error&nbsp;code__</td><td>__Error message__</td><td>__Resolution__</td></tr><tr><td>400-3501</td><td>Your account is currently streaming on the maximum number of devices. To continue watching on this device, please stop playback on one of your other devices.</td><td>Pik TV is limited to 2 concurrent streams. To continue watching on this device, you must stop playback on another device.</td></tr><tr><td>404-10143</td><td>We're sorry, there is an issue accessing this program. One of our agents can help. Please [contact us](https://www.telus.com/en/support/contact-us#phone).</td><td>Your subscription details may be incomplete, and you will need agent assistance to resolve. Use the chat function in the bottom right-hand corner of your computer screen or call 310-MYTV.</td></tr><tr><td>403-10146</td><td>Your rental has expired or this program is not included in your subscription.<td>Please repurchase the rental or subscribe to the content by visiting <a href="https://telus.com/MyTELUS">telus.com/MyTELUS.</a><br />
If you encountered this error during a movie rental, your rental period has expired and you’ll need to repurchase to access the program. Otherwise, you may not be subscribed to this channel and will need to add the appropriate subscription by visiting <a href="https://telus.com/MyTELUS">telus.com/MyTELUS.</a></td></tr><tr><td>500-300</td><td>Login error</td><td>Please check your login credentials. Else, contact our support team.</td></tr><tr><td>404-3304</td><td>Generic error</td><td>Please contact our support team to have your account reprovisioned.</td></tr><tr><td>P001/P006</td><td>Sorry an error has occurred. Please try again.</td><td>Your playback timed out or disconnected. Please check your internet connection and try again. To check your internet connection, go to __Settings__ → __Device settings__ → __Network and Internet__.</td></tr><tr><td>P212</td><td>Sorry an error has occurred. Please try again.</td><td>Your HDMI cable may be misreporting HDCP status. This may be fixed by one of the following steps:
1. Unplugging and replugging your HDMI cable 
2. Signing out of TELUS TV+, then sign back in 
3. Performing a factory reset of your TELUS TV Digital Box.</td></tr><tr><td>P210</td><td>Sorry, an error has occurred. Please try again.</td><td>Your TELUS TV Digital Box may be experiencing audio track errors. Please restart your TELUS TV Digital Box.<br>
This error can also be triggered by connecting a Bluetooth audio device to the TELUS TV Digital Box when trying to play any live channel with AC3/surround sound audio.<br>
Please check if this is the case before restarting your TELUS TV Digital Box. 
</td></tr><tr><td>P205</td><td>Your device is not connected to the internet. Please check your connection and try again.</td><td>To check your internet connection, go to __Settings__ → __Device settings__ → __Network and Internet__.</td></tr><tr><td>n/a</td><td>No internet connection. Make sure your device is connected to the internet. Try again or use offline.</td><td>To check your internet connection, go to __Settings__ → __Device settings__ → __Network and Internet__.</td></tr><tr><td>n/a</td>
<td>This program can only be played while on your TELUS Home Internet.</td><td>Some channels or programs are only available when connected to your TELUS Internet network at home due to content provider restrictions. To view this program, please try again when connected to your home internet.</td></tr><tr><td>n/a</td><td>This program is not included in your subscription. To subscribe, visit <a href="https://telus.com/MyTELUS">telus.com/MyTELUS</a> (AB and BC)</td><td>To make changes to your subscription, please visit <a href="https://telus.com/MyTELUS">telus.com/MyTELUS</a></td></tr><tr><td>n/a</td><td>This program cannot be viewed in your region.</td><td>Due to content provider restrictions, not all content is available in all regions. We apologise for the inconvenience.</td></tr><tr><td>n/a</td><td>Required output protections are not active</td><td>If your device encounters this error, it will ask you to go to settings to turn on __playback performance__, and after restarting the app, VOD or live should play as expected. Referred to in the __TELUS TV+ browser and app: General troubleshooting-Video not loading or poor quality video__ section. </td></tr></tbody></table>

Troubleshoot TELUS TV+ errors & issues / Error messages

Is something in your TELUS TV+ experience not behaving as expected? Here is a list of known experience gaps that our development team is actively investigating on the TELUS TV+ platform. Please follow the recommended instructions as we work to resolve these issues. 

More known issues with TELUS TV+ can be found on the [Optik TV Bulletin Board](https://forum.telus.com/t5/Optik-TV/Optik-TV-Bulletin-Board-Discover-Discuss-and-Develop/td-p/136951).

<table><tbody><tr><td>__Known issues__</td><td>__Impacted devices__</td><td>__Recommendation__</td></tr><tr><td>[Live TV playback interruption](https://forum.telus.com/t5/Optik-TV/video-issue-with-telus-tv-app-on-android-phone/m-p/135994#M10996)</td><td>Older Android devices/OS</td><td>Please see a [list of other ways to watch TELUS TV+](https://www.telus.com/en/support/article/telus-tvplus-app) for now while we work on resolving this.</td></tr><tr><td>[Apple TV sound sync](https://forum.telus.com/t5/Optik-TV/Apple-TV-sound-sync-issue/m-p/135946#M10980)</td><td>American channels on Apple TV</td><td>View content on alternate Canadian network channels if available, or use the TELUS Digital Box.<br><br>Alternatively, you can periodically try changing the channels which will help re-sync the audio.</td></tr><tr><td>[Unable to run series recording on news channels](https://forum.telus.com/t5/Optik-TV/Can-t-Set-A-Series-Recording-for-Chek-News-At-5-00/td-p/135740)</td><td>All<td>Episode recording is available while we work on resolving this.</td></tr><tr><td>[Required output protections are not active error](https://forum.telus.com/t5/Optik-TV/Optic-TV-app-error-Required-output-protections-are-not-active/m-p/133992#M10440)</td><td>Older Android devices/OS</td><td>Please see a [list of other ways to watch TELUS TV+](https://www.telus.com/en/support/article/telus-tvplus-app) for now while we work on resolving this.</td></tr><tr><td>[Login error](https://forum.telus.com/t5/Optik-TV/Unable-to-login-to-new-TELUS-TV-app-on-iOS-and-iPadOS/m-p/134473)</td><td>iOS/tvOS</td><td>On your Apple phone or tablet:<br><br>1. Go to __Settings__ (your device setting, "grey spiky wheel," not the app setting)
2. Scroll down to __TV Provider__
3. Select __TV Provider__
4. Sign out
5. Turn off the button that allows TELUS TV+ access via TV Provider
6. Exit the __Settings__ app
7. Go to the TELUS TV+ app
8. Go to the __Settings__ button located at the bottom-right hand of the app
9. If you get a pop-up asking to select TELUS TV+ as a TV Provider, decline the request
10. You can accept notifications
11. Select __Login__
12. Manually enter your My TELUS username and password (avoid using the iOS keychain as incorrect passwords may have been saved)<br><br>For tvOS, you can change the setting via __Settings__ -> __Users and accounts__ -> __TV provider__ -> Sign out and toggle it off for TV+.</td></tr><tr><td>[On Demand playback error](https://forum.telus.com/t5/Optik-TV/Cannot-get-Telus-TV-App-to-play-On-Demand-on-iPad/td-p/136061)</td><td>iPad</td><td>Please see a [list of other ways to watch TELUS TV+](https://www.telus.com/en/support/article/telus-tvplus-app) for now while we work on resolving this.</td></tr><tr><td>Playback error on 4K recorded content</td><td>All devices except for Digital Box</td><td>Digital Box 4K recording viewing is not impacted.</td></tr><tr><td>[Login Error: Error 500-300. Generic error/ Error 404-3304](https://forum.telus.com/t5/Optik-TV/Telus-account-still-doesn-t-work-with-tv/m-p/135961#M10984)</td><td>Specific accounts</td><td>This is likely an account-related issue. Please contact our support team and reference this article to have your account reprovisioned</td></tr><tr><td>VOD playback buffers and will not start</td><td>Older iPads</td><td>Please see a [list of other ways to watch TELUS TV+](https://www.telus.com/en/support/article/telus-tvplus-app) for now while we work on resolving this.</td></tr><tr><td>Recordings icon is missing from the menu</td><td>iOS/tvOS</td><td>This is likely an account-related issue. Please contact our support team and reference this article to confirm that the PVR subscription is present on your account.</td></tr><tr><td>STB and TV will desync after Sleep Mode</td><td>TELUS TV Digital Box</td><td>After continuously watching live TV for four hours with no further inputs, a 120-second “Are you still watching?” prompt will appear on the screen. Upon the conclusion of the timer, the STB will go into Sleep Mode, and your TV will show either a “no input” message or a black screen. In this state, pressing the power button on your remote will wake the STB, but turn the TV off, and vice versa.[br]To wake up your STB without shutting off your TV, press the OK button on your remote, and not the power button.</td></tr></tbody></table>

Troubleshoot TELUS TV+ errors & issues / Experience gaps

Troubleshoot TELUS TV+

Are you seeing pixelated, freezing or choppy video when using your TELUS TV Digital Box? Start here to test and fix issues affecting video quality. 

Fix TELUS TV video quality

A blocky or stuttering image is shown on the screen of a television next to a TELUS TV digital box.

Fix image quality (TELUS TV)

Troubleshoot TELUS TV+ Swiftype Title

Learn how to fix Wi-Fi, audio and video issues related to your TELUS TV Digital Box.

Troubleshoot TELUS TV+ Swiftype Description

Troubleshoot TELUS TV+ / SEO

Troubleshoot TELUS TV+ | TELUS Support

Fix image quality (Optik TV)

A blocky or stuttering image is shown on the screen of a television next to an Optik TV digital box.

Fix image quality (select box type)