Troubleshoot your TV issues

This troubleshooter applies to customers who have Fiber TV. If you have an NVIDIA SHIELD TV please view these instructions on troubleshooting your SHIELD.

If you are experiencing problems with your Google Fiber TV system, select your issue from the list below. This troubleshooter will guide you through a few questions that will lead to possible solutions to your problem.

Select the statement that best matches your issue:My TV is blank or says "No Signal".My TV has display problems.My remote control does not work.My TV does not let me see the program I want.My TV does not record what I want.

Check your cable connections, referring to the diagram in Install a TV Box.

Are the power cables and cables from the TV and TV Box properly connected and undamaged?YesNo

Are you using a component cable to connect your TV Box to your TV?YesNo

Did this solution fix your TV issue?YesNo

Is the LED light on the TV Box solid blue? If your TV Box just powered on, wait about a minute to see if it changes to solid blue.YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Check which input the TV Box is connected to on your TV. Then check which input your TV is set to. Refer to the manual that came with your TV, if you need help.

Does the input setting match your TV Box cable connection?YesNo

Did this solution fix your TV issue?YesNo

Your TV Box may have powered off. Press tv box or menu on the Google Fiber TV remote control.

Now is the LED light on the TV Box solid blue?YesNo

Is the LED light on the TV Box solid blue? If your TV Box just powered on, wait about a minute to see if it changes to solid blue.YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Did this solution fix your TV issue?YesNo

Your TV Box may have powered off. Press tv box or menu on the Google Fiber TV remote control.

Now is the LED light on the TV Box solid blue?YesNo

Did this solution fix your issue?YesNo

Are you using a component cable to connect your TV Box to your TV?YesNo

Did this solution fix your TV issue?YesNo

Is the LED light on the TV Box solid blue? If your TV Box just powered on, wait about a minute to see if it changes to solid blue.YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Did this solution fix your TV issue?YesNo

Your TV Box may have powered off. Press tv box or menu on the Google Fiber TV remote control.

Now is the LED light on the TV Box solid blue?YesNo

Is the LED light on the TV Box solid blue? If your TV Box just powered on, wait about a minute to see if it changes to solid blue.YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Did this solution fix your TV issue?YesNo

Your TV Box may have powered off. Press tv box or menu on the Google Fiber TV remote control.

Now is the LED light on the TV Box solid blue?YesNo

Select the statement that best matches your issue:My TV has poor resolution.My TV displays black borders around the program I am watching.I have an issue not described here.Newly added TV packages or channels aren't displaying in the guide.

Check your cable connections, referring to the diagram in Install a TV Box.

Are the power cables and cables from the TV and TV Box properly connected and undamaged?YesNo

Are you using a component cable to connect your TV Box to your TV?YesNo

Did this solution fix your TV issue?YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Do you have an HDTV?YesNo

Check the maximum resolution of your TV. You can find this information in the manual that came with your TV.

Is the maximum resolution on your TV either 720p or 1080p?YesNo

Press menu, and then select Apps & More > Settings > Display.

Is Autoconfigure HDMI Resolution enabled?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Change the setting to Enabled and check again.

Did this solution fix your TV issue?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Do you have an HDTV?YesNo

Check the maximum resolution of your TV. You can find this information in the manual that came with your TV.

Is the maximum resolution on your TV either 720p or 1080p?YesNo

Press menu, and then select Apps & More > Settings > Display.

Is Autoconfigure HDMI Resolution enabled?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Change the setting to Enabled and check again.

Did this solution fix your TV issue?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Did this solution fix your issue?YesNo

Are you using a component cable to connect your TV Box to your TV?YesNo

Did this solution fix your TV issue?YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Do you have an HDTV?YesNo

Check the maximum resolution of your TV. You can find this information in the manual that came with your TV.

Is the maximum resolution on your TV either 720p or 1080p?YesNo

Press menu, and then select Apps & More > Settings > Display.

Is Autoconfigure HDMI Resolution enabled?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Change the setting to Enabled and check again.

Did this solution fix your TV issue?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Is your TV Box connected to a new TV?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Do you have an HDTV?YesNo

Check the maximum resolution of your TV. You can find this information in the manual that came with your TV.

Is the maximum resolution on your TV either 720p or 1080p?YesNo

Press menu, and then select Apps & More > Settings > Display.

Is Autoconfigure HDMI Resolution enabled?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Change the setting to Enabled and check again.

Did this solution fix your TV issue?YesNo

Does the Video Output Mode setting match your TV's maximum resolution?YesNo

Change the Video Output Mode setting to match your TV's maximum resolution and then check again.

Did that fix your TV issue?YesNo

Press menu, and select Apps & More > Settings > Display. Then select Display Aspect Ratio and press ok. Follow the instructions to be sure the aspect ratio is set properly for the connected TV.

Did that solve the issue?YesNo

If you change channels, do some programs display in full width?YesNo

Do you have parental controls enabled?YesNo

Has this resolved the issue?YesNo

Has this resolved your issue?YesNo

Are you using your Google Fiber TV remote control?YesNo

Are some of your remote control buttons working?YesNo

Are you using a TV app (example: Netflix)?YesNo

Each remote control is paired with a specific TV Box.

Is your remote control paired with another TV Box in your home?YesNo

Did this solution fix your remote control issue?YesNo

Make sure you are close enough to the TV Box for the remote control to work (within 10 meters or about 33 feet).

Is your remote control close enough to the TV Box?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

Make sure you are close enough to the TV Box for the remote control to work (within 10 meters or about 33 feet).

Is your remote control close enough to the TV Box?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

Select the statement that best matches your issue:I cannot access a program from the on-screen guide.I cannot watch Netflix.I cannot watch VUDU.I cannot change the channel.I cannot fast-forward or skip-forward while playing a video on demand (VOD).I have an issue not described here.

Is the program you want to see grayed out?YesNo

Is the program you want to see scheduled more than two weeks from now?YesNo

You need to activate your Netflix account on each TV Box where you want to watch Netflix content.

Have you activated your Netflix account on the desired TV Box?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

You need to activate your VUDU account on each TV Box where you want to watch VUDU content.

Have you activated your VUDU account on the desired TV Box?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Do you get a message indicating you must resolve a recording conflict?YesNo

It might help to adjust the resolution if you just installed a new TV. Follow the instructions in Adjust display settings and then check again.

Did this solution fix your TV issue?YesNo

Your remote control may be having issues. Are you using your Fiber remote control?YesNo

Are some of your remote control buttons working?YesNo

Are you using a TV app (example: Netflix)?YesNo

Each remote control is paired with a specific TV Box.

Is your remote control paired with another TV Box in your home?YesNo

Did this solution fix your remote control issue?YesNo

Make sure you are close enough to the TV Box for the remote control to work (within 10 meters or about 33 feet).

Is your remote control close enough to the TV Box?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

Make sure you are close enough to the TV Box for the remote control to work (within 10 meters or about 33 feet).

Is your remote control close enough to the TV Box?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

You might need to replace the remote control batteries.

Are the tv and tv box buttons blinking?YesNo

Did this solution fix your remote control issue?YesNo

Which of the following recording methods are you using?Smart Recording: This method records programs based on the title of a series or on keywords that you specify.Single recording: This method records a single program of your choice.Live recording: This method allows you to record the program you are currently watching by pressing a remote control button instead of scheduling it ahead of time.

Is the problem a missed recording or duplicate recording?Missed recordingDuplicate recording

On your remote control, press menu and then navigate to DVR > Scheduled to view your scheduled recordings. Does your desired program have a double red circle icon next to it?YesNo

Check the on-screen guide. Was the program on when you expected?YesNo

On your remote control, press menu and then navigate to DVR > Manage. Are there any recording conflicts?YesNo

Did this solution fix your recording issue?YesNo

Is the program scheduled to air multiple times?YesNo

On your remote control, press menu and then navigate to DVR > Manage. Are there any recording conflicts?YesNo

Did this solution fix your recording issue?YesNo

Check the on-screen guide. Was the program on when you expected?YesNo

On your remote control, press menu and then navigate to DVR > Manage. Are there any recording conflicts?YesNo

Did this solution fix your recording issue?YesNo

On your remote control, press menu and then navigate to DVR > Manage. Are there any recording conflicts?YesNo

Did this solution fix your recording issue?YesNo

My Fiber TV records programs I don't want to record.Do you leave your Fiber TV on when you are not watching?

YesDid this solution fix your recording issue?

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