Subscribed to Helix? Learn how to troubleshoot issues with your Helix TV terminal.
Checks to make when there is an issue with the picture or sound
When there is an issue with the picture or sound of your illico terminal, you can perform certain routine checks.
- Turn off your devices.
- Turn on your TV, wait 5 seconds, and then turn on your terminal.
- Check the connection between your terminal and your TV. Make sure the coaxial cable is screwed firmly behind the terminal and at the other end.
- Note which input your terminal is plugged into on your TV.
- Press the Source button on your illico remote control 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 key to check if your TV is in mute mode.
How to restart the illico terminal
When there is an issue with your illico terminal, a terminal restart may be required.
Restarting a New Generation terminal
- Press the yellow A triangle on your illico remote control.
- Press Ok/Select to access the settings.
- Select General Settings.
- Using the navigation arrows on your remote control, move the cursor to the Restart box.
- Press Ok/Select.
- Select Now to restart the terminal immediately.
- Wait 5 minutes or until the time reappears on the front panel.
Electrical restarting of terminal
- Unplug your terminal’s power cable.
- Wait 10 seconds and plug it back in.
- Wait 5 minutes or until the time reappears on the front panel.
- Turn the terminal back on.
Good to know
When not in use, it is recommended to turn off the terminal using the System On/Off or CBL key on your illico remote control. The TV should always be turned on a few seconds before the terminal.
How to fix an image issue
Problems with blurred screen, double image, interference lines, and other issues with the image are usually caused by a connection problem. Follow these steps to try and fix the issue.
- Check that the terminal menus, such as the Program Guide, are visible. If so, restart the terminal.
- Test and connect your terminal to another HDMI input on your TV and, if possible, with another HDMI cable.
- Perform an electrical restart of your TV.
- Check with another terminal and TV, if possible.
Watch the video for the procedure to fix an image issue.
How to fix an audio issue
If no sound is coming from the TV, but the image is good, follow these steps to resolve the audio issue.
There is no guarantee that a 5.1 signal will be available on any channel.
- Make sure the volume on your equipment is working (TV, home theatre, etc.).
- With a home theatre, plug the terminal directly into the television and check for sound.
- Check the terminal’s audio settings by testing the different audio formats. To do so, select Volume Control and then On TV.
- Unplug the TV, wait a few seconds and then plug it in again. Turn on the TV.
- If the problem persists after completing the previous steps, restart the terminal.
Watch the video for the procedure on how to fix an audio issue.
What do I do when my terminal displays an error code?
Many codes can appear on your illico terminal when there is an issue with it. Each issue has its own code.
Identify the code and see how to resolve the issue.
It is normal for this message to appear on your screen. It is one of the steps in the device’s start sequence.
When starting or rebooting the terminal, the OCAP message may remain onscreen for up to 30 minutes.
If the message is still there after 30 minutes, restart the terminal.
If the problem persists, contact Technical Support.
Make a note of the error message appearing onscreen and mention it to the advisor.
- Check that your coaxial cable is firmly plugged into the CABLE IN outlet, at the back of the terminal, and in the wall outlet.
- Restart the terminal.
If the problem persists, contact Technical Support.
Make a note of the error message appearing onscreen and mention it to the advisor.
Contact Customer Service.
Make a note of the error message that appears on your TV screen so you can mention it to the advisor.
If you are starting your terminal for the very first time, you must activate it in order to link it to your Videotron account.
Refer to the terminal activation procedure.
If the terminal belongs to you and has already been used, restart it.
If the problem persists, contact Technical Support.
Make a note of the error message appearing onscreen and mention it to the advisor.
- Restart all your terminals.
- Once the terminals have been rebooted, try accessing the content again.
If the problem persists, contact Technical Support.
Make a note of the error message appearing onscreen and mention it to the advisor.
If this error message appears while you are trying to access the Video On Demand menu:
- Turn off your terminal, wait a few minutes and then turn it back on.
- Access the Video On Demand menu again by tuning in to channel 900.
- If the problem reoccurs, restart the terminal.
- Once the terminal has been restarted, try accessing the menu again.
If the problem persists, contact Technical Support.
Make a note of the error message appearing onscreen and mention it to the advisor.
This code means a recording error and may occur when the content you want to record is no longer available.
- Check that the program is still available in the Program Guide.
- Restart the terminal.
- Clear the upcoming schedules for the relevant program.
- Reschedule the recordings.
This code means a recording error and can occur when the channel generating the recording error is not authorized (not included in your plan), or your recorder encounters a tuning error.
- Make sure that the channel that displayed an error is live.
- Check that this isn’t a channel whose unscrambling period has ended.
- Restart the terminal.
- Try programming the same program again on the same channel.
This code is an error message linked to On Demand content and may appear when ordering content or accessing On Demand content (channel 900). This error message is often due to a communication problem with the server, an application problem, or a signal issue.
You can resolve the problem by following these steps:
- Check if the error persists with a free rental order.
- Try renting the content that generated an error again. You must order it in its original location in the menu.
- Restart the terminal.
Warning: Note that there may be a 24-hour delay following terminal activation before a paid content order is functional.
If you are still unable to use On Demand content, contact Technical Support.
This code is an error message linked to the interactive Program Guide and may sometimes appear when it is being used. This message appears when there is a problem with the data or server.
To address this issue:
- Restart the terminal.
- Check whether the Program Guide is functional.
If you still get an error message, contact Technical Support.
Frequently asked questions about illico terminal problems
It is possible that the chosen channel is not included in your plan. To view your current channel selection and to modify it, visit the Customer Centre.
If the channel is still blocked, please contact Technical Support.
The transfer of information for the interactive Program Guide is much more efficient when the terminal is off.
- Unplug the electrical cable of your illico terminal.
- Wait 10 seconds before plugging it in again.
- Wait 10 minutes before turning the terminal back on to ensure that the guide has been reset.
If the descriptions are still missing, contact Technical Support.
There are two types of PIN: the administrator PIN and the purchase PIN.
There is no default PIN. If the screen requires a PIN that has not been programmed, a window will appear allowing you to create one.
Warning: If you forget your new PIN, you will not be able to change it via your terminal. You will need to reset it and contact Technical Support.
Only the account holder or authorized users can make such a request.
- Start by checking that your television is HDCP-compatible (consult your television’s user manual).
- Disconnect your terminal. Wait a few seconds, then reconnect it.
- Wait 5 minutes, turn on your television first and ensure that you have selected the right source for your terminal connection.
- Now turn the terminal back on and try to access the channels again.
To avoid this type of problem, always turn your television on from the right source before turning on the terminal.
If the problem persists, contact Technical Support.
Check your TV’s screen resolution settings as well as the illico interface Zoom option. This option is designated by the (#) key on the terminal’s remote control.
Press Settings and look for the Picture Size option with an illico TV First Generation terminal.
