Dish Network Receiver and Remote Support

Remote

Not Operating Receiver

1. Verify you are using your Dish Network remote.
2. If you have more than one satellite receiver in your home, verify you are using the correct Dish Network remote for that box.
3. Make sure you are in SAT mode.
   Press either the SAT button on your remote or the Mode button until the remote lights under SAT.
4. Properly install new batteries in the remote.
   *See battery reference.
5. If you have a UHF receiver, make sure the UHF antenna on the back of the receiver is still connected.
6. If you do not have a UHF receiver, ensure that there is nothing blocking the view between your remote and the receiver's front panel.
7. Power the receiver off from the front panel.
8. Remove the Smart Card for 15 seconds then reinsert the card.
9. Power the receiver back on.

Not Operating TV, VCR, Stereo or Auxiliary Equipment.

1. Verify you are using your Dish Network remote.
2. Make sure you are in the correct mode, (TV, VCR, AUX).
    < desired the under lights remote until button Mode separate or your on mode appropriate>
3. Properly install new batteries in the remote.
    
4. *See battery reference.
5. If you have separate mode buttons at the top of your remote, follow these steps:
   • With the desired equipment on, press and hold the correct mode button, (TV, VCR, AUX) until all the mode button lights come on, then release.
   • Press and release the Power button.
   • Press the Up arrow button once a second while pointing the remote at the desired piece of equipment.
   • When the equipment turns off, press the pound (#) button.
6. If you have a single mode selection button at the top of your remote, follow these steps:
   • With the desired equipment on, press and release the Mode button until the light under the desired mode lights up.
   • Press the Address button on the remote.
   • Press and release the Power button.
   • Press the Up arrow button once a second while pointing the remote at the desired piece of equipment.
   • When the equipment turns off, press the Address button.

   Battery Reference

   Infrared remote with no Mode option

   • (2) AAA batteries
   • Battery direction alternates
   • Flat side of battery goes against the spring

   
   
    

   Infrared or Infrared/UHF remote with Mode button

   • (4) AAA batteries
   • Battery direction alternates
   • Flat side of battery goes against the spring

   
   
    

   Infrared or Infrared/UHF remote with individual mode buttons

   • (4) AAA batteries
   • Battery direction is the same
   • Flat side of battery goes in first

   
   
    

   DishPlayer or DishPlayer PTV remote

   • (2) AA batteries
   • Battery direction alternates
   • Flat side of battery goes against the spring

   
   
    

   DishPlayer keyboard

   • (4) AA batteries
   • Battery direction alternates
   • Flat side of battery goes against the spring

Audio or Video Problems

Video Problems

Blackout Message

1. If you have activated a receiver today, that receiver will not have the current blackout information until after the nightly download. Your receiver will download current blackout information nightly.
2. Make sure you are not turning off electrical power to your receiver at night. If the electrical outlet that your receiver is plugged into is controlled by a light switch, you must keep the switch in the On position overnight to maintain standby power to the unit. Turning the switch off or unplugging the receiver from the wall outlet prevents your receiver from downloading up to date blackout information

Channels Not in Program Guide

1. Verify you are in the correct guide.
    
2. Receivers with favorite lists may be on a guide list that does not contain the channel you are looking for. Your receiver may be on ALL CHAN, ALL SUB or LIST 1. To change between the different guide lists, press the Guide button on your remote until you are on the one you want.
3. Power your receiver off and unplug it from the electrical outlet.
4. Wait 15 seconds, plug it back in and turn it on.
5. Press Menu on your remote.
6. Arrow to and select System Setup or Installation.
7. Arrow to and select Multi-Dish Install or Point Dish/Signal.
8. In this menu option you should have an option for Check Switch. If not, Cancel and select the other option in step 6.
9. Verify you have a green signal bar at the bottom of the screen.
10. Arrow to and select Check Switch.
11. Select Check.
12. Wait for summary and select OK.
13. On your remote, select Cancel, then View.

Audio Problems

Loss of Audio

1. Verify your receiver, TV or stereo volume is not on Mute.
2. Verify your receiver, TV or stereo volume is turned up to an adequate level.
3. Verify the RCA audio cables are connected properly on the back of your equipment.
4. Remove the receiver's Smart Card for 15 seconds and then reinsert it.
5. If a VCR or DVD player is present, test audio by playing a VHS tape of DVD.

PPV Ordering

Not Able to Order

1. Make sure you are on a pay-per-view channel.
    
2. Channels 502 through 538 are pay-per-view channels.
3. Verify the event, movie or sport you are trying to order is still running.
    
4. Channel 500 will show you what is currently showing on PPV.
5. Read each pay-per-view ordering screen thoroughly when purchasing your pay-per-view.
    
6. The first screen only has one button and it is highlighted for you. Once selected, you receive a confirmation screen. The highlighted button on the confirmation screen is defaulted to No to prevent unwanted ordering. Often times, customers press Select on their remote a second time. This takes you out of the ordering process and does not order the pay-per-view. You must use the arrow buttons on your remote to highlight the Yes button. Then press Select on your remote to order your pay-per-view.

Recording

PVR

Loss of PVR Functions

1. Power off your receiver with your Dish Network remote.
2. Wait five seconds and turn your receiver back on.
3. Power off your receiver with your Dish Network remote.
4. Unplug your receiver from the wall outlet.
5. Wait five seconds, plug the power cord back in and turn your receiver back on.

Loss of PVR Recordings

1. Power off your receiver with your Dish Network remote.
2. Wait five seconds and turn your receiver back on.
3. Power off your receiver with your Dish Network remote.
4. Unplug your receiver from the wall outlet.
5. Wait five seconds, plug the power cord back in and turn your receiver back on.
6. Make sure you are not periodically removing power to your receiver.
    
7. Your receiver is a computer that is updated with information and software to maintain proper operation. When electrical power is turned off, the receiver is not able to receive these updates. Common reasons how power is turned off from a receiver are; the receiver is plugged into a power strip or surge protector that is then turned off, the receiver is plugged into a wall outlet that is controlled by a switch and is then turned off or the receiver is unplugged from the wall outlet.

Miscellaneous

No Power

1. Verify the receiver is plugged into a functioning electrical outlet.
2. If the outlet is connected to an On/Off switch, wall outlet or a power strip, make sure it is on.
3. Try to power on your receiver from its' front panel power button.
4. Try plugging the receiver directly into an electrical outlet if you are using an extension cord, power strip, or surge protector.
5. Verify your Dish Network remote is in SAT mode to operate your receiver.

Info Not Available in Guide

1. Power your receiver off and unplug it from the electrical outlet.
2. Wait 15 seconds, plug it back in and turn it on.
3. Power off your receiver from the front panel power button.
4. Remove your Smart Card from the receiver, wait 15 seconds then reinsert the card.
5. Power your receiver back on.

Channels Not in Program Guide

1. Verify you are in the correct guide.
   Receivers with favorite lists may be on a guide list that does not contain the channel you are looking for. Your receiver may be on ALL CHAN, ALL SUB or LIST 1. To change between the different guide lists, press the Guide button on your remote until you are on the one you want.
2. Power your receiver off and unplug it from the electrical outlet.
3. Wait 15 seconds, plug it back in and turn it on.
4. Press Menu on your remote.
5. Arrow to and select System Setup or Installation.
6. Arrow to and select Multi-Dish Install or Point Dish/Signal.
7. In this menu option you should have an option for Check Switch. If not, Cancel and select the other option in step 6.
8. Verify you have a green signal bar at the bottom of the screen.
9. Arrow to and select Check Switch.
10. Select Check.
11. Wait for summary and select OK.
12. On your remote, select Cancel, then View.

For additional support or Questions please call 716-934-4923