Trouble shooting common problems

USNile is committed to not only providing you with the best programming and entertainment, but also the best customer service. Below is a list of potential issues that you may encounter with your USNile Set-Top Box. Please review the list below to see the TV screen that looks closest to the problem that you are having with your Set-top box

  • Internet speed required to work normally: 

Check your speed by going to the this website SPEED TEST
  • Blue screen:

A blue Screen indicates that the TV input and / or channel may not be on the proper setting. It varies for each TV Brand and model. In this case make sure your USNile Set-Top box is connected correctly to your TV and your TV is on the right input, if you are using the HDMI cable make sure both ends of the cable (Set-Top box end and TV end) are inserted firmly in the HDMI ports, usually next to the HDMI port on every TV a label that indicates the name of the port for example: "HDMI 1" or "HDMI 2", etc... with your TV remote you will find a button called "Input", "Source" or "Selection" when pressing on this button a menu will be displayed on your TV screen with a list of inputs choose the one you connected your USNile box to and you'll notice the blue screen has been disappeared.

  • Snowy screen:

A Snowy screen could be caused by wrong TV input, verify that the TV is set on the right input. Snowy screen is a result of a lost analog signal, most of modern devices including USNile produces a digital signal, when you get a snowy screen it means your TV is not on any digital input, most of old cable companies receivers produces an analog signal and the loose of that signal is the results of a snowy screen, to make sure your TV is on the USNile input, you'll need to locate the "Input", "Source", or "Selection" button on your TV remote, by pressing this button you'll be able choose among the list of inputs to select the correct input of which your USNile Set-top box is connected to.

  • Black screen: 

A Black screen indicates a reception problem, If you have:

  1. Multiple Set-Top Boxes and all have black screens: Start by un-plugging all of your Set-Top boxes from the power, then re-boot the Modem and the router altogether, this takes approximately 2 minutes. Turn off the power by unplugging both your modem and router from electricity, after approximately 10 seconds plug the modem back to the power, you will see the lights on the front panel starts to flicker and then eventually stabilize. Once the light are stable plug back your router into the electricity and wait approximately 30 seconds for all the lights on your router to turn back on you should see all lights turn to a yellowish green color. if any of the lights become red in color, then you should contact your internet service provider for further assistance.
  2. Only one Set-Top box have black screen: Reset your Set-Top box by un-plugging its power cord or turning off the switch on the back side, wait 10 seconds then turn it back on or plug it back into the electricity (*Note: the length of this step may be longer for STB's that have not been rebooted for a while.) because it will take several minutes while the software updates as noted with spinning pinwheel on your TV screen. Check to see if this resolves the trouble. If you still have the problem, your Set-Top box may need to be re-initialized. Contact our technical support assistance

  • Black Screen with Program Guide:

If one or more of your TV's display a black screen with the program guide, start by un-plugging your Set-Top box from the power, then re-boot the Modem and the router altogether, this takes approximately 2 minutes. Turn off the power by unplugging both your modem and router from electricity, after approximately 10 seconds plug the modem back to the power, you will see the lights on the front panel starts to flicker and then eventually stabilize. Once the light are stable plug back your router into the electricity and wait approximately 30 seconds for all the lights on your router to turn back on you should see all lights turn to a yellowish green color. if any of the lights become red in color, then you should contact your internet service provider for further assistance.

  • Tiled Screen or Freezing & Break up:

If you have multiple Set-Top Boxes and all are freezing or tiling, or if you have only 1 Set-Top box with the same problem. Your Internet speed may have been slowed down or disconnected, "we often get complains that the channels are freezing during the evening but works fine in the morning! Problems like this one is most likely caused by the internet speed which has been slowed down due to the pressure on the network in that area, you may be able to check your internet speed if a computer is connected to the same internet network by the following link where the download speed should not be less than 5 Mbps". If your internet speed is above 5 Mbps and your Set-Top box still freezing or breaking up try to reset your Set-Top box and if the problem haven't been resolved contact our technical service assistance

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