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Article ID : 00019484 / Last Modified : 08/16/2015

There is no picture pass through and a black screen displays from a connected cable or satellite set-top box.

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Follow the steps below to troubleshoot this issue.

  1. Make sure the Quick Start option in the menu is set to On.

    IMPORTANT: For the picture pass-through to work, the Quick Start option must be set to On. If you did not select this option during initial setup, turn on the Quick Start setting .

  2. Check the HDMI cable connections.
    1. Make sure an HDMI cable is securely connected to the HDMI OUT on the set-top box.
    2. Make sure the other end of the HDMI cable from the set-top box is connected securely to the HDMI IN jack on the media box.
    3. Make sure an HDMI cable is securely connected to the HDMI OUT jack on the media box.
    4. Make sure the other end of the HDMI cable from the Internet TV is securely connect to the HDMI IN jack of the TV.
    5. Remove any Audio/Video (A/V) cables that may be connected to the set-top box to make sure there is no conflicting A/V output.

    NOTE: It may be necessary to temporary disconnect the HDMI cables, then reconnect the cables back into the appropriate HDMI jacks.

  3. Make sure the set-top box power is turned on.
  4. Make sure the TV is selected to the proper HDMI input where the media box is connected.
  5. On the Internet TV remote control, press the TV button.

    NOTE: This step should allow Live TV from the set-top box to pass through to the TV.

  6. If there is still no picture, turn the Internet TV and set-top box off and on.

If there is still no picture from the set-top box, connect the set-top box directly to the TV to make sure it is outputting a signal. If a signal is being output, go into the set-top box menu and select 1080i for the output resolution - all other output formats should be unchecked. Afterwards, reconnect the set-top box to the media player and follow the steps above again.

If the issue is not resolved, it is possible the set-top box may require a firmware update. If necessary, contact your service provider of the set-top box to check if a more recent firmware version is available.