Help & Support

Answers to common DVR questions

1.) Where are the shows I recorded?
On your remote press the button List . If yours does not, you can also access your recordings by pressing Menu , then selecting from the menu bar DVR , then selecting My Recordings .

2.) I can’t delete a certain program from my DVR and/or I get a prompt that says “File in use Error: CIU”. How do I fix this?
A hard reset (pulling the power cord out of the wall for 10 seconds) will reset the box and fix this problem. If this does not solve the DVR issue, please contact Customer Assistance at 734.324.7190 Monday-Friday from 8am-5pm.

3.) How many hours of saved programming does my DVR hold?
It depends on the type of programming. Digital channels are very easy to compress, analog programming requires more space, while HD programs take even more. There are other variable factors depending on the show as well.

4.) Can I record 2 programs at the same time?
All our DVRs are equipped with dual tuners so you can record one program and watch another at the same time. This also makes it possible to record 2 programs at the same time with the limitation that if you want to watch television during that time you must watch one of the programs being recorded. It is also possible to record 2 programs at once and watch one of the programs already recorded to your DVR.

5.) Can I take my DVR with me to my new address?
If you are moving someplace else in Wyandotte, absolutely! If you are moving outside of the city, unfortunately you cannot. Your Wyandotte DVR will not work in another cable system.

6.) How do I set up my DVR so it records my favorite show for me automatically?
On your Wyandotte digital remote, go into the Guide . Find the program you would like to record and press OK/Select . Underneath the description of the program select the icon with the red dot- Set or Cancel a recording . From the prompt that appears, select Set a series recording . From the next prompt, set the options with the cursor keys:

7.) I only have a couple shows recorded but my DVR says it’s 99% or 100% full?
A hard reset (pulling the power cord for 10 seconds) should force the hard drive to re-segment itself and fix this problem.  If the problem persists after a reset, there may be something physically wrong with your DVR’s hard drive. We can make an appointment to bring you a new DVR, at no charge to you of course. If this does not solve the DVR issue, please contact Customer Assistance at 734.324.7190 Monday-Friday from 8am-5pm.

8.) How do I record city meetings or other Public, Educational or Government (PEG) programs?
Since they are broadcast on our Public, Educational or Government (PEG ) channels (15, 16 & 18), there’s no program guide information that the DVR uses to set up a recording automatically so the only way to do it is to set up a manual timer. This means you have to know when the meeting or other Public, Educational or Government (PEG) programs are scheduled. See Channel 15, 16 & 18 Program Guides below.

Need help with your Wyandotte ConneX's remote control?

What can I do if my remote control stops working?
First check and replace the batteries.  If this does not solve the remote issue, the remote control may need to be reprogrammed. If you need help with your remote control, contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.
These links will take you to the manufacturer’s website where you can get programming instructions, updated device codes, and troubleshooting tips.

Just click on the remote you have.

Common Video On Demand Errors

There are many possible error codes which you can read about below:

• 220 Error : This error occurs when someone tries to order an HD program on a digital box.  Any program in the VOD menu that is in HD will have “HD” after the title. To upgrade to our HD or HD-DVR service please call 734.324.7190 Monday-Friday from 8am-5pm.
  
• 301 Error : This error occurs when someone tries to order a movie or event which will put them over their monthly or daily credit limit.  Most customers have a $75 per month limit.  If you would like your credit limit raised please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.
  
• 403 & 408 Errors : These error codes can have a number of causes. They can indicate a problem with the box, a problem with the physical cabling to the box, or a larger scale problem with the VOD server. Please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.

• 462 Error : This error can be caused by problems with the billing database but can also be caused by network issues. Please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.

• 465 Error : This error is almost always caused by the cable box. Please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.

Troubleshooting Digital Problems: One Channel Out

NOT AUTHORIZED means that the box has been told by the controller not to display this channel.

ONE MOMENT PLEASE usually suggests a different kind of problem. When a box says ONE MOMENT PLEASE, THIS CHANNEL SHOULD BE AVAILABLE SHORTLY this means that the box is authorized to display the channel but the signal quality is so poor that the box cannot reconstruct the picture. After a few minutes if the issue does not improve, please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.

Troubleshooting: No Picture

No picture on a digital box can often be corrected by the following:

1.) Does the cable box have power?
a.)  Check if the power cord for the cable box is plugged in.

2.) Is the power to the cable box turned on? This is indicated in the following ways:

a.) On older DVRs and HDs there will be a yellow dot where it says “On” on the front of the box. No yellow dot = Off.
b.) On the newer box, there will be a green dot lit on the front of the box when it is powered up. No green dot =Off.
c.) On the newer HDs and DVRs, there are 2 states the front panel will display. If the box is “On”, the picture format will be displayed to the right of the time (or channel, if the display time option is disabled) so you will see “480”, “720”, or “1080”. If the box is turned off, it will display “Standby” to the left of the time (or channel). Standby= Off.
If the problem is determined to be that the power to the box is turned off, it can be restored by pressing “Power” on the front of the box, or by pressing “Cable”, “Power” on the cable box remote. Please make sure the box is plugged into the electrical outlet.  If the tips above do not solve the issue, please contact Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm.

Digital Cable and Parental Control
Wyandotte’s digital converter boxes support parental control so you can control access to programming you might find inappropriate for children to view. Below we discuss how to set up this feature.

Initial Set-up - To activate parental control on a DVR or HD converter, on the Wyandotte digital remote press Menu , then select Main Menu from the menu bar, and then select Parental Controls . To activate parental control on a digital box press Menu , select Main Menu from the menu bar, then select Setup , then Locks Setup . The menu path to access the feature is the only difference between using parental control on a digital box and using parental control on a DVR/HD. In all other ways it works the same.

Entering a PIN - When you access parental control for the first time you will be prompted to select a PIN. Enter a four-digit code that will be easy for you to remember but difficult for anybody else to guess and press OK/Select . You will have to do this twice to confirm.

Using locks - In parental control, you have the option to lock programs by TV or movie rating, or to lock entire channels. Scroll through the ratings with the cursor key. Anything you want to lock, simply press OK/Select on. A small lock icon will appear next to the locked option. If one tries to tune to a program with a rating or channel which is “locked”, they will be prompted to enter the PIN number. If the PIN is not entered correctly, the channel will not be seen. By selecting Hide in the Adult Titles field all adult programs will be displayed in the guide as “Adult program”. More information on what TV Ratings mean can be found at www.tvguidelines.org . More information on what movie ratings mean can be found at www.filmratings.com .

Lost PIN - If you lose your pin you can have the box reset to its factory defaults by calling Customer Assistance at 734.324.7190 Monday - Friday from 8am-5pm. You can then set up your PIN again. Note: You will have to restore any custom settings as they will be lost in the factory reset.

Digital Boxes: Setting the Auto Tune Feature
On a digital box, auto tune can be accessed by pressing Menu , selecting Main Menu (the house icon), selecting Setup , selecting Guide Setup , then selecting the third option Channel Entry Behavior . With the left/right cursor keys, one can toggle between the 2 options: Auto Tune and No Auto Tune . Select Auto Tune , then press OK/Select . Now the auto tune feature should be working.

Digital Boxes: Clock or Display Channel?
Most Wyandotte digital boxes and all HD/DVRs have the option of displaying either the time or the current channel on the LED display on the front of the box. You can change this any time with their Wyandotte Cable remote.

To access this feature, press Menu , select Main Menu (the house icon), select Setup , and then select Cable Box Setup . The first option in Cable Box Setup is Front LED Display . With the left/right cursor keys, you can toggle between the 2 options Current Time and Current Channel . Whichever is selected is what will be on the front of the box.