Not subscribed to Helix yet? Learn how to troubleshoot issues with your illico terminal.
Fixing a picture or sound issue
Some routine checks can sometimes fix an issue with the picture or sound of your Helix TV terminal.
- Turn off your devices, wait a few seconds, then turn them back on.
- Check the connection between your terminal and your TV, making sure that all cables are properly connected at both ends.
- Note which input your terminal is plugged into on your TV.
- Press the TV Input button on your Helix remote and ensure that the previously noted input is selected. If necessary, use your TV’s original remote control.
- If there is no sound at all, press the MUTE button to make sure your TV is not muted.
Restarting the Helix TV terminal
When there is an issue with your Helix TV terminal, a restart is often the solution. This operation could take a few minutes.
- Press the
on your voice remote. - While pressing the , say “Restart the box”.
- Press the
button on your voice remote. - Select
(Settings) and press the middle button to confirm. - Select Help > Restart and confirm.
- The home screen will appear and the last channel viewed will automatically restart.
- Unplug your Helix TV terminal’s power cable.
- Wait about ten seconds.
- Plug the power cable back in.
Resetting the Helix TV terminal to its original settings
Most technical issues can be resolved by resetting the Helix TV terminal to its original settings. This reset method erases all your configuration data and personal information, such as app logins or Purchase PIN. Make sure to reconfigure this information as soon as the reset is complete to avoid unexpected charges.
This procedure must be performed accurately for it to be successful. Several attempts may be required.
- Press the EXIT button on your remote to clear the error message displayed on the screen, if any.
- Reset your voice remote without repairing.
- Move closer to your terminal and point the remote in its direction.
- Press and hold the Power button for 5 seconds.
- Press the centre button, ᐳ, ᐯ, and Power in quick succession.
- The terminal will restart, and the language choice will be displayed.
- If the terminal doesn’t restart, reset the remote again. If the terminal restarts, but the language choice doesn’t appear, repeat the procedure from the beginning.
Resolving Helix TV terminal error messages
Your Helix TV terminal may display different error message codes when certain types of issues occur.
Find the code displayed on your TV screen and learn how to fix the issue.
Warning: Between each proposed step, check if the issue is resolved before moving on to the next one.
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:
- Make sure the cables behind the gateway are plugged in properly.
- Restart your Helix TV terminal.
- Restart your Helix Fi gateway.
- Validate that the Internet service is working.
- If the problem persists, contact Technical Support.
The terminal cannot communicate with the server. To fix the issue:
If you have a new terminal purchased from a third party, go directly to step 3 of the procedure.
- Restart your Helix TV terminal.
- Make sure your terminal is properly connected to your Helix Fi gateway using the Helix Fi app, under the Connection tab.
- 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:
- Try tuning the channel again.
- Restart your Helix TV terminal.
- Restart your Helix Fi gateway.
- If the problem persists, contact Technical Support.
There is a server or supply problem. To fix the issue:
- Check that you are subscribed to the channel. You can find this information in My Account, under Services & Equipment > Choose your channels.
- Restart your Helix TV terminal.
- Restart your Helix Fi gateway.
- Reset your Helix TV terminal to original settings.
- 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:
- Make sure your terminal is properly connected to your Helix Fi gateway using the Helix Fi app, under the Connection tab.
- Check that all your billing information is current and accurate. You can find this information in My Account, under Billing & Payment > Preferences.
- If the problem persists, restart your Helix TV terminal.
- If the problem persists, restart your Helix Fi gateway.
- If the problem persists, reset your Helix TV terminal to original settings.
- 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:
- 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.
- Reset your Helix TV terminal to original settings.
- 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:
- Make sure the cables behind the gateway are plugged in properly.
- Make sure that your terminal is placed in a location free of interference from other devices.
- Restart your Helix TV terminal.
- Restart your Helix Fi gateway.
- If the problem persists, contact Technical Support.
It is not possible to tune to the previous or current channel. To fix the issue:
- Tune to another channel and wait a few seconds.
- 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:
- 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.
- Connect your Helix Fi gateway.
- Connect your Helix TV terminal.
- If the problem persists, restart your terminal.
- 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:
- Make sure the cables behind the gateway are plugged in properly.
- Make sure that your gateway is powered.
- Restart your Helix TV terminal.
- Restart your Helix Fi gateway.
- 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:
- Make sure the cables behind the gateway are plugged in properly.
- Make sure that your terminal is placed in a location free of interference from other devices.
- Restart your Helix Fi gateway.
- If the problem persists, contact Technical Support.
The TV is not receiving the signal from the terminal properly because the HDMI configuration of your system is not good. To fix the issue:
- Unplug your terminal power cable, wait 10 seconds, then plug it back in.
- Make sure your terminal is plugged directly into a HD television using an HDMI cable and remove all adapters and other connection accessories.
- If the problem persists, change the HDMI cable to a high-speed HDMI cable or an ISF-certified cable and make sure it is less than two metres long.
Frequently asked questions about Helix TV terminal error messages
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:
- Use the voice command “Settings”.
- Using the
arrow, go to Preferences, then General. - Select Daily Update Time.
- Choose the time range during which you want the terminal to update.
When you restart your Helix TV terminal, rest assured that your preferences and settings are saved.
TV listings and menu settings
- You will not lose the preferences you have previously set up.
- Your Purchase and Parental Control PIN will not be deleted.
Recorded content and scheduled recordings
- The content you’ve recorded will not be deleted.
- You won’t have to reconfigure your scheduled recordings.
In some specific cases, the restart process may affect your recordings or streaming:
- Restarting your recorder interrupts the streaming of any recordings from this device. Streaming will resume after the device has restarted.
