How to Troubleshoot your Helix TV Terminal

The terminal has booted up and is connected to the Wi-Fi network but cannot join the Helix environment due to a network or server problem. To fix the issue:

1. Make sure the cables behind the gateway are plugged in properly.
2. Restart your Helix TV terminal.
3. Restart your Helix Fi gateway.
4. Validate that the Internet service is working.
5. If the problem persists, contact Technical Support.

The terminal cannot communicate with the server. To fix the issue:

1. Restart your Helix TV terminal.
2. Make sure your terminal is properly connected to your Helix Fi gateway using the Helix Fi app, under the Connection tab.
3. Press the EXIT button on your remote to clear the error message displayed, then reset your Helix TV terminal to original settings. If the problem persists, contact Technical Support.

The IP tuning has expired, and the program cannot be tuned in. To fix the issue:

1. Try tuning the channel again.
2. Restart your Helix TV terminal.
3. Restart your Helix Fi gateway.
4. If the problem persists, contact Technical Support.

There is a server or supply problem. To fix the issue:

1. Check that you are subscribed to the channel. You can find this information in My Account, under Services & Equipment > Choose your channels.
2. Restart your Helix TV terminal.
3. Restart your Helix Fi gateway.
4. Reset your Helix TV terminal to original settings.
5. If the problem persists, contact Technical Support.

There is a failure to communicate data or a delay in processing updates to your account. To fix the issue:

1. Make sure your terminal is properly connected to your Helix Fi gateway using the Helix Fi app, under the Connection tab.
2. Check that all your billing information is current and accurate. You can find this information in My Account, under Billing & Payment > Preferences.
3. If the problem persists, restart your Helix TV terminal.
4. If the problem persists, restart your Helix Fi gateway.
5. If the problem persists, reset your Helix TV terminal to original settings.
6. If the problem persists, contact Technical Support.

Your terminal failed to activate due to a billing system inconsistency or because it’s a new terminal purchased from a third party that has not been reset. To fix the issue:

1. Verify that your terminal is active in your account. You can find this information in My Account, under Services & Equipment > My Helix Equipment > Manage my equipment.
2. Reset your Helix TV terminal to original settings.
3. If the problem persists, contact Technical Support.

The Helix TV terminal has lost connection to the network and cannot automatically reconnect due to interference, lack of bandwidth, change of location or power down of the gateway. To fix the issue:

1. Make sure the cables behind the gateway are plugged in properly.
2. Make sure that your terminal is placed in a location free of interference from other devices.
3. Restart your Helix TV terminal.
4. Restart your Helix Fi gateway.
5. If the problem persists, contact Technical Support.

It is not possible to tune to the previous or current channel. To fix the issue:

1. Tune to another channel and wait a few seconds.
2. Try tuning to the desired channel again.

The terminal doesn’t detect the Wi-Fi connection or there is an error in the activation and connection sequence. To fix the issue:

1. Activate your new devices before you plug them in. You can check for activation in My Account, under Services & Equipment > My Helix Equipment > Manage my equipment.
2. Connect your Helix Fi gateway.
3. Connect your Helix TV terminal.
4. If the problem persists, restart your Helix Fi gateway.
5. If the problem persists, contact Technical Support.

The terminal is automatically recovering from the loss of its credentials but is unable to identify its private Wi-Fi network. To fix the issue:

1. Make sure the cables behind the gateway are plugged in properly.
2. Make sure that your gateway is powered.
3. Restart your Helix TV terminal.
4. Restart your Helix Fi gateway.
5. If the problem persists, contact Technical Support.

The terminal failed to connect to the Helix Fi gateway within two minutes due to a weak signal or communication failure between the devices. To fix the issue:

1. Make sure the cables behind the gateway are plugged in properly.
2. Make sure that your terminal is placed in a location free of interference from other devices.
3. Restart your Helix Fi gateway.
4. If the problem persists, contact Technical Support.

1. Press the  on your voice remote.
2. While pressing the  , say “Restart the box”.

1. Press the  button on your voice remote.
2. Select  (Settings) and press the middle button to confirm.
3. Select Help > Restart and confirm.
4. The home screen will appear and the last channel viewed will automatically restart.

That’s normal. Your Helix TV terminal is set up to automatically restart every night to install updates or run general maintenance.

Should you be watching live TV or recorded content at the restart time, a message will appear on your screen to ask if you would like to postpone the restart process until the following night. If content is being recorded or you are watching on-demand content at the restart time, the restart process will automatically be postponed until the following night. To change the time of the daily update:

1. Use the voice command “Settings”.
2. Using the  arrow, go to Preferences, then General.
3. Select Daily Update Time.
4. Choose the time range during which you want the terminal to update.