What is the latest software version, and how do I know if I have it?

The current software version is v2.91. to check that you have this, select the Menu button, Option 4 and then Option 6. Your current software version is shown at the thop of this screen.

If you don’t have this, simply turn your box into Standby and avoid setting any other recordings for at least an hour. The DTR should check for the latest software and update it automatically.

I’m missing some of my Anytime or saved programmes.

If you are missing programmes, then there are a few things that you should check:

Check that the viewing card is inserted correctly: Firstly, remove the viewing card from the DTR. The viewing card holder is at the front of the box, hidden by a flap. Remove the card and wipe it with a dry soft cloth. Put it back in, making sure the gold chip goes in first and on the bottom of the card. Then, select the Menu button on your Remote Control, select Setup and then Help. You should see a number in item 6, Smartcard number, beginning with 1.07 or 1.18. If you do not see this, the DTR is not recognizing the card.

Check to see the entitlements on the card are setup correctly. Select Menu, Setup, Help, and then type in 1397 on the Remote Control. You should then see the ‘Engineer’ menu. The number should have either a 4 in the middle if you have just Top Up TV Anytime, or a C if you have both Anytime and Picture Box. If it doesn’t, give Customer Services a call.

Check to see if you are receiving the original Top Up TV channels: Choose a channel which is currently broadcasting (British Eurosport between 7.30 and 10am, UKTV Style between 1pm and 4pm, UKTV Gold between 5pm and 1am). If you are not receiving a channel that should be broadcasting, give Customer Services a call.

Check to see you have correctly scanned in 6 Frequencies: Select Menu, Setup, Help and then the Red button for Tuning Information. You should see six numbers listed by ‘Frequencies’. If you have more or less, then first try to Scan for Channels again (Menu, Setup, Scan for Channels). If you still don’t have six frequencies, give Customer Services a call.

Check the signal strength on the box: Still in the Tuning Information Screen (Menu, Setup, Help, Red button for Tuning Information). The Quality and Strength on both Tuners should be at least 5 on each reading. If any are lower, then you may need a signal booster attached to your aerial. Give Customer Services a call to run through a few more checks.

Check that your DTR is customized to receive the Top Up TV Anytime programmes: Select Menu, Setup, Customise Top Up TV Anytime. Make sure that the channels that you want to view programming from are ticked, and untick any that you don’t want.

Do not leave the DTR turned off at the Mains! Your DTR downloads Top Up TV Anytime programmes throughout the night, and there is also an update each morning which tells the DTR what programmes to record and when. To ensure you always receive the Top Up TV programming, please leave your DTR on standby whenever it is not in use, and do not turn it off at the mains.

Check the Date and Time shown on the box: This can be found on the Guide. If this is not correct, put the DTR into Standby, then wait 20-30 seconds. Remove the power cable, or switch it off at the plug. Wait another 20-30 seconds and then reconnect it. Once the box has fully rebooted, the time should have restored to normal. If the time was wrong, this may have prevented you from receiving your Top Up TV Anytime downloads.

My DTR sometimes crashes or freezes.

If you are having problems, then there are a few things that you should check:

Reboot the DTR: Make sure that the DTR has no recordings being made, and has been in standby for at least 20-30 seconds. Turn it off at the plug or remove the power cable for at least 20 seconds, and then plug it back in again. Wait a couple of minutes before turning it back on.

Turn the RF Modulator Off: If you use a Scart lead to connect your DTR to your TV, then we recommend you turn the RF Modulator Off. The scart lead is the thick lead with a long multi pin plug at either end. If you do use this lead, which most people do, select Menu, Setup, RED to Show Advance Menu, TV Setup. The RF Modulator will show as a number, use the arrow keys to scroll through to OFF.

Check the Disk Space: Go to the Menu, Setup, Help. Option 9 shows the available disk space. If this is less than 15%, this could be causing problems. This is easily cleared. Put the DTR into standby. Wait at least 20-30 seconds and then remove the power or turn it off at the plug for at least 20-30 seconds. Then plug it back in.

Turn the DTR onto standby when it’s not in use: Your DTR will still make all recordings and downloads, and this is the most efficient way of using the DTR, including using the least electricity!

The preview window of a programme in the Library is black or blue, with no picture.

Put the DTR into standby and wait for 20-30 seconds. Then remove the power or plug. Then remove the viewing card from the card slot and reinsert it. Turn the power back on and press the DTR button on the Remote Control. When the DTR is up and running again, check that the smartcard is inserted correctly and you can read the number shown in the Menu screens, Menu, Setup, Help, the number in item 6 should start with 107.

My DTR is stuck in Standby and won’t work.

If your DTR won’t turn onto standby or respond to the Remote Control or buttons on the front of it, turn it off at the plug for at least one minute. Then turn it back on and leave it for at least 30 minutes. If the DTR still does not work, give Customer Services a call.

My Remote Control isn’t working.

Firstly, make sure the DTR button on your Remote Control is selected. Does the DTR button flash red when you press it? If not, the Remote Control may need new batteries. If the front panel of the DTR doesn’t flash when you press buttons, please give Customer Services a call.

The Top Up TV Anytime programme that I’ve tried to watch is blank.

This has most likely been caused because the broadcast signal has been interrupted during the download. This is sometimes caused by transmitter works in your area during the night. If this happens on a regular basis, follow the instructions for missing programmes to check that your DTR is set up correctly.

My planned recording missed the start/end of the programme.

This is usually because the programme started early or late. The DTR is set to record the time of the programme, as well as the ‘buffer’. If you are concerned about a progamme, you can set the DTR to manually record a channel based on start and end times. Go to the programme library, and go to the top. Select the Green button (Programme Timer) and set the details manually

When I’m watching TV, the picture fades to black but the audio continues.

To fix this, select Menu, Option 4 setup, Option 2, and turn Plasma Blanking to OFF.

I want to be able to stop my children from watching unsuitable content. How can I do this?

We have enhanced the Child Lock facility. This can be used in two ways. You can control how the Top Up TV Anytime content is viewed by setting the certification rating. All of our content will show a rating (eg 12, PG etc), and you can set the rating at a level which if a programme has a higher rating, the DTR will ask you for your pin to continue viewing. You can also set the hours of viewing in which a pin will always be required. Note that, as the Top Up TV Anytime content is downloaded overnight, if you set the hours to include this, it will always require a Pin.

Sometimes my 160Gb DTR is ‘slow’ when deleting programmes from the library OR it occasionally fails to record successfully OR unexpected behaviour occurs - why is this?

This may be because the available free space on the hard drive is low. To reduce the incidence of this condition, we recommend that there should ideally be a minimum of 10 hours recording time available on the DTR.

This can be checked by:
1. Pressing Menu on the remote > Set Up > Help. On the list of items shown, item 9 (Disk) should ideally show greater than 10% free

Space can be recovered in two ways:
1. Delete old, unwanted programmes from the library.
You do this by using the DTR remote control: Press Menu > Press ‘Programme Library’ > scroll to the unwanted items > Press the Blue to delete and the Green button to confirm
2. Be selective in what you have chosen to download each night by reviewing the content within ‘Customise TUTV Anytime’ and deselecting content you perhaps may not watch.