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View the Spectrum Guide Settings Quick Reference Guide  

Not your guide? Find out which guide you have.

 

 Top Troubleshooting Topics

 

Note: If you've recently been upgraded to the new Spectrum Guide and are experiencing issues accessing the Spectrum Guide Main Menu or viewing On Demand and PPV content, refresh your Spectrum receiver or select RESET DATA in Settings & Support.
 

Picture

If your issue is: Recommended steps:

Gray screen with spinning wheel/No Program Guide

  1. Wait for the Guide to process your request.
  2. Try your request again.
  3. Use the Mini Guide. Press the OK/Select button twice on your remote while viewing programming to bring up the Mini Guide.
  4. RESET DATA on your Spectrum receiver by pressing Menu on your remote, selecting Account Overview, choosing Equipment and selecting Reset Data. Once the system has reset, try your request again.
  5. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover before turning it back on.

Aspect ratio/Picture format

  1. Go through Initial Setup again.
  2. Change SD or HD TV aspect ratio in Settings & Support>Preferences>Audio, Video & Display>Video.

Tiling, pixelation, picture quality

  1. Check your connections for any loose or damaged connectors.
  2. Unplug and re-plug your HDMI or component cables.
  3. Send a refresh signal to your Spectrum receiver.

No picture/No signal

  1. Verify the TV is on the correct input (Video 1, HDMI, etc.) by pressing Input, Source or TV/Video on your remote control.
  2. Confirm that your Spectrum receiver and TV have power and are powered on.
  3. If you think your Spectrum receiver is turning off on its own, you should check the Power Settings. This feature automatically powers off your Spectrum receiver after 4 hours of idle time.
  4. Check your connections for any loose or damaged connectors.
  5. Unplug and re-plug your HDMI or component cables.
  6. Channel up/down to determine if the issue is channel specific.
  7. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

 

How to Reset the Spectrum Guide

If requested, you may need to restart your Spectrum Guide by selecting Reset Data.

 

To Reset Data in the Guide:

  1. Tune to channel 2401 or press Menu on your remote and then select Settings & Support > Account Overview.
  2. Using the arrow buttons, highlight the System Info box and press OK/Select.
  3. Using the arrow buttons, highlight the Equipment box and press OK/Select.
  4. Using the arrow buttons, highlight the RESET DATA box and press OK/Select.

Audio

If your issue is: Recommended steps:

No audio/low audio

  1. Check the volume level on your TV and Spectrum receiver.
  2. Unplug and re-plug your HDMI or component cables.
  3. Change your stereo audio and audio output settings in Audio & Video settings.
  4. Change channels to confirm if audio issue is channel-specific.

Audio mismatch

  1. Send a refresh signal to your Spectrum receiver.
  2. Change channels to determine if the audio mismatch is channel-specific.
  3. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.
  4. If the problem persists, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Language

  1. Change channels to determine if the language issue is channel-specific. Does the channel broadcast in a specific language?
  2. Update language preference settings in Settings & Support>Preferences>Audio, Video & Display>Audio>Language Preference.
  3. If the problem persists, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.
  4. Note: Spectrum Guide does not currently support secondary audio in the small window that appears when you access the guide. We are investigating this for future updates.

Guide

If your issue is: Recommended steps:

Channel lineup/missing channels

  1. Check your guide options filters to confirm that you're not filtering out channels.
  2. Check Parental Controls if only adult titles are missing.
  3. Check your channel lineup to confirm the channels are included with your subscription.
  4. Send a refresh signal to your Spectrum receiver.
  5. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.

Tuning to incorrect channels

  1. Turn off HD Auto Tune in Guide Settings.
    Note: When HD Auto Tune is off, you'll need to tune directly to HD channels.
  2. Send a refresh signal to your Spectrum receiver.
  3. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Channels logos mismatch/do not display

  1. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.
  2. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Guide time incorrect

  1. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.
  2. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Guide filters

  1. Change the channel filters on your guide.
  2. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.
  3. If the problem persists, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

No Guide data

  1. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.
  2. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Setting not working correctly

  1. If a particular setting is not working, turn that setting off and select Save. Then turn the setting back on, and select Save.
  2. If that doesn't work, send a refresh signal to your Spectrum receiver.

On Demand Error 3006

If you see Error 3006 while trying to watch On Demand content, it means the content has recently expired and is no longer available.

Instant Upgrade Unavailable

If you get a message telling you that Instant Upgrade is unavailable, you can still upgrade your channels by calling us at (833) 267-6094.

A Note About Reminders
The option to set Reminders in the Spectrum Guide is under development and will be available in a future release.

Spectrum Receiver/Remote

If your issue is: Recommended steps:

Black/Blue screen

  1. Verify the TV is on the correct input (Video 1, HDMI, etc.) by pressing Input, Source or TV/Video on your remote control.
  2. Confirm that your Spectrum receiver and TV have power and are powered on.
  3. If you think your Spectrum receiver is turning off on its own, check the Power Settings that automatically power off your Spectrum receiver after 4 hours of idle time.
  4. Check your connections for any loose or damaged connectors.
  5. Unplug and re-plug your HDMI or component cables.
  6. Channel up/down to determine if the issue is channel-specific.
  7. If the problem persists, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

Guide/Search latency (delay)

  1. Wait for the Guide to process your request.
  2. Try your request again.
  3. Reset the data on your Spectrum receiver by pressing up, right, down, left on your remote. Then choose Reset Data and try again.

Spectrum receiver freezing/rebooting

  1. Send a refresh signal to your Spectrum receiver.
  2. If the issue continues, reset (power cycle) your Spectrum receiver by unplugging the power cord, waiting 15 seconds, and then plugging the power cord back into the outlet. Wait 30 more seconds, then turn it back on.
  3. Use our Interactive Voice Response (IVR) system to send a refresh signal to your Spectrum receiver:
    1. Call (833) 267-6094.
    2. When asked to briefly describe the reason for your call, say "Refresh my box."
    Note: All Spectrum receivers in your home will be refreshed. This process can take up to 15 minutes to complete.

Remote control not responding

  1. Confirm remote control is on the correct mode: TV, CBL, DVD or AUX by pressing OK/Select or mode key buttons.
  2. Check or replace the batteries in your remote.
  3. Wait for the remote to process your request if your Spectrum receiver is latent (delayed).
  4. Program Your Remote if you recently added a new device (TV, Blu-Ray Player, etc.) or if remote no longer controls one or more devices.
  5. If the Page Up button on your remote is not working, try using the Turbo Scroll feature. By holding down the Up button, you can scroll quickly through the Guide.

Clock not displaying properly

Note: Not all Spectrum receivers have a front panel display.

You can:

Error Codes

If you see an error code, try the troubleshooting steps above, which should resolve most issues. If these steps don't resolve your issue, contact us and give the agent the number of the error message you see.
 

Need more help?

Tune to channel 2400 to view support videos for your Spectrum services or visit the Spectrum Guide support page   .

If you're still having trouble or have additional questions, Chat Now or contact us   .

 

Frequently Asked Questions

 

How do I change settings in the new Spectrum Guide?

Changesettings

 

See More Frequently Asked Questions

 

 

What if I have no picture or signal?

If you have no picture or signal, you may see a black or blue screen. If this is the case, you should check your connections first, then try resetting your Spectrum receiver. See our Troubleshooting Guide for more information.

If you see a gray screen with a spinning wheel, it means you're having trouble with the Guide itself. You can wait for the Guide to process your request, use the Mini Guide or try following our Troubleshooting Guide.

See More Frequently Asked Questions

 

 

What if I have no audio or low audio?

Note: Your volume may have shifted slightly with the new Guide.

There are two audio settings that could impact programming volume: Stereo Audio and Audio Output.

In your Guide, go to Settings & Support > Audio, Video & Display to adjust.

Check out our Audio Troubleshooting Guide, or learn more about Audio Settings.

See More Frequently Asked Questions

 

 

My Ft. Worth Spectrum Guide recently changed after I upgraded. What happened?

In the Ft. Worth area, Spectrum Guide will update to the Passport Guide when you upgrade to Spectrum Pricing and Packaging.

 

To learn more about the new Spectrum Guide, please visit the Spectrum Guide support page.

Not your guide? Find out which guide you have.