Help centre

The most likely cause of this is either that the viewing card is not inserted correctly,  or the card does not have the appropriate viewing rights.

To resolve this:     

1. Remove the card and wipe the Gold chip with a dry soft cloth.

2. Reinsert the card in the direction of the arrow. (On Thomson boxes the GOLD chip should be facing down and on all other models the Gold chip should be facing up.)

3. Then select Menu, Setup, Help on your remote control.

4. You should now see Card Present on line 5 if the card is inserted correctly.

5. Select the library again and check if condition still exists.

If the conditions still persists, on your remote control:

      - select Menu
      - Setup
      - Help
      - press 1397

You should then see the Engineer menu. On line 6 you will see a number beginning with 8, which will tell you what services you are subscribed to.