27/07/2016
DSTV PROBLEMS AND SOLUTIONS
DSTV DECODER NOT SCANNING
In this situation the decoder searches for signal on various frequencies without connecting to any bouquet. The problem may be caused by: A change in the dish (signal) position, (this can be rectified by a dish realignment) or Cable disconnection between the decoder and the LNB or
A faulty LNB or In rare cases a faulty decoder (Can be verified by connecting another decoder to the same signal or the decoder to another verified signal).
SCANNING FOR TOO LONG
The decoder takes too long to scan and after scanning may experience pixilation (picture cracks) or signal disconnection on some stations.
This problem is caused by low signal strength to the decoder and can be rectified by dish or LNB realignment or in cases where a single LNB signal is shared to 2 decoders by disconnecting the other decoder.
Not Scanning the full no of Bouquets
The decoder connects to less than the usual no of bouquets it usually scans. This problem in most cases is usually a malfunctioning problem and can be rectified by doing a FACTORY RESET.
PIXELATION (PICTURE CRACKS)
Picture cracks usually occur due to a low signal quality. It normally occurs during heavy downpours but if it persists in clear sky conditions or light showers it is likely your dish has slightly shifted from the signal position and needs realignment. You can contact an installer to do this for you.
REMOTE CONTROL
Recent DSTV remote controls are meant to also function for decoders used in the extra view facility. A common problem that occurs from irregular pressing of the remote control buttons is the red/green remote control light blinking on TV2 [exit] instead of TV1 . In this situation the Remote Control Unit (RCU) will not function on the single view decoder. This is rectified by:
Press [SHIFT] After the SHIFT Blinks
Press TV1.
The red/green Remote control light now blinks on TV1.
MALFUNCTIONING DECODER
A good example of the malfunctioning problem is the decoder going off and coming back on intermittently, in some cases changing between SCAN and 1 on the face of the decoder.
A lot of these malfunctioning problems can be rectified by doing a FACTORY RESET on the decoder.
Factory Reset
If difficulty is experienced in the functioning of your Decoder, it may be advisable to do a Factory Reset.
Press [MENU] Scroll to [ADVANCED OPTIONS] and Press [OK] Go to [DISH INSTALLATION] and Press [OK] Enter Pin Code [9949].
Go to [RESET TO FACTORY DEFAULTS] and Press [OK] twice.
OR
Press [MENU] Go to [RESET TO FACTORY DEFAULTS] and Press [OK] twice
After the FACTORY RESET you should unplug the Decoder for about 5 minutes and plug again.
Note: This option is not recommended for Dual View or PVR or Extra View since it may reset other settings that only a qualified DSTV installer can reset again.
Doing FACTORY DEFAULT results in the change of every adjusted setting on the decoder like the TV settings (MODULATION & UHF CHANNEL).
Doing too frequent FACTORY RESET may result to damage of your Decoder.
NO SOUND FROM THE TELEVISION
If there is no sound on your TV connected in RF as is common in extra TVs connected from the decoder you can restore the sound by:
Press [MENU] Go to [ADVANCED OPTIONS] and Press [OK] Go to [TV INSTALLATION] and Press [OK] Enter Pin Code [9949] Press [OK] on [RF MODULATION] Press [OK] on [MODULATION] Use Arrow key to change to [PAL G] or [PAL I] and Press [OK] Go to [ACCEPT THESE SETTINGS] and Press [OK] Press [EXIT] 3 times to clear the screen.
Note: You can also adjust the PAL I or PAL G settings from your TV set instead of your decoder.
PARTIAL OR OVERSIZED PICTURE ON TV
If you are having an irregular picture size displayed on your TV set, you can rectify it by:
Press [MENU] Go to [ADVANCED OPTIONS] and Press [OK] Go to [TV INSTALLATION] and Press [OK] Enter Pin Code [9949] Go to [ASPECT RATIO] and Press [OK] Use Arrow key to change to either [4:3] or [16:9] and Press [OK] Go to [LETTER BOX] or [CROPPED PARTIAL] and Press [OK] Go to [ACCEPT THESE SETTINGS] and Press [OK] Press [EXIT] 3 times to clear the screen.
OR
You can instantly change the Aspect Ratio by
Press [SHIFT] and [TV GUIDE] By pressing these buttons you can toggle through the 4 Aspect Ratio Control (ARC) options and choose the most appropriate for your viewing
SURGING POWER PROBLEMS
A power surge is a sudden increase in voltage, which is significantly above the designated level in an electrical circuit. In Nigeria, the main power supply operates at 220V.
Under normal conditions i.e., in the absence of an electrical failure, this voltage produces a nominal current which operates electronic devices. If this voltage rises above the values tolerated by the devices connected to it, there may be damage caused by the excess current. This problem can be curtailed using surge protectors. A surge protector absorbs the excess current generated in such cases, and thus avoids damages to electronic devices. Some surge protectors not only protect the decoders from irregular currents but also against lightning.
ACTIVATION/RECONNECTION PROBLEMS
It is advisable to make payments before the due (expiry) date of your subscription to avoid reconnection (activation) problems.
For reconnection (activation) after payment you can either:
Call any of the Customer Care lines; 08039003788, 012703232, or 012806877.
You press 0 (To speak to an Agent) at the voice options, and wait for response.
Have your smart card number and payment details ready. Also make sure your decoder is on and tuned to Africa Magic.
After activation, leave it on the for about 5 minutes before you change it.
The customer care line is open between:
8am-9pm, Monday-Friday.
9am-6pm on Saturdays (12 Noon – 6pm on environmental Saturdays)
12 Noon – 5pm on Sundays.
Note: Not open on Public holidays.
OR
You can also create an SMS with the format: RA [1st 10digit of smart card], example RA 4123456789. And send to 30333 with your registered phone number (phone number registered with subscriber account) while your decoder is on.
To register your mobile phone number, send an email to: [email protected] or call the Customer Care line.
You can also check the due date of your subscription (i.e. when it expires). Create an SMS with the format: DD [1st 10 digit of smart card], example DD 4123456789. Send to 30333 Note: Calling the Customer Care line for activation is the most reliable means of activation.
NOT SEEING CHANNELS
If you are not watching your regular channels on your decoder it is likely you are not on your usual bouquet. You can check to rectify this by
Press [TV] Select Ku Africa and press Ok.
If this option [Ku Africa] doesn’t display
Press [MENU] Scroll to [ADVANCED OPTIONS] and Press [OK] Go to [DISH INSTALLATION] and Press [OK] Enter Pin Code [9949].
Go to [SCAN ALL NETWORKS] and Press [OK]
You can then Press [TV] to select the Ku Africa bouquet.
SMART CARD PROBLEMS & COMMON ERROR CODES
Note: Do not remove the Smartcard from a DSTV Decoder that is on. If for any reason you have to remove the Smartcard from your Decoder make sure you turn it off before you remove it.
E04 – Please insert Smartcard
Your smartcard may have been inserted incorrectly. Remove the Smartcard, wipe with a soft dry cloth and re-insert. If message re-appears, reboot. If problem persists then the decoder and/or the Smartcard might be damaged and should be tested.
E05 – Unknown Card
The incorrect Smartcard is inserted or the Smartcard might have been inserted incorrectly or has collected dust. Remove the Smartcard, ensure that it is free of dust and re-insert it with the chip facing downwards and the arrows facing the decoder. Reboot the decoder.
E06 – Smartcard Error
Remove the Smartcard, wipe with a soft dry cloth and re-insert. If message re-appears, reboot. If problem persists then the decoder and/or the Smartcard might be damaged and should be tested.
E07 – Checking Smartcard
The decoder is checking the Smartcard. If the message is still displayed after 30 seconds remove the Smartcard, wait for the error code and re-insert the Smartcard. If E07 reappears, reboot your decoder. If E07 reappears, the decoder/Smartcard might be damaged and should be tested.
E16 – Service is currently scrambled
Transmission might be temporarily suspended. Check that there are no outstanding payments on your account. The service needs to be reset from by MultiChoice. Call the Contact Centre
E107 – Decoder and Smartcard currently not paired
This message usually appears on new decoder. You should call the Contact Centre to confirm if the account has been created so it can be activated.