Video Transcript

 

Troubleshoot a Frozen Video.

 

Here are a few steps to resolve the issue.

 

On your DISH remote press and release the SAT button then press the guide button.

 

If you see the program guide, search our site for “Troubleshoot Black Screen with Guide.”

 

If you don't see the program guide, on the front panel of your receiver press Channel Up or Down. If the channel changes, try troubleshooting your remote.

 

If the channel did not change, reset your device. Unplug the power cord from the electrical outlet for 10 seconds then plug it back in.

 

The reset process may take up to five minutes to complete.

 

Need additional support? Visit mydish.com/chat.

Frozen Video

This problem is typically caused by an error in the DISH receiver or a variety of external factors. Try these steps to fix the issue.

1. Press the SAT button

 

On your DISH remote, press and release the SAT button.

 

2. On your DISH remote, press the Guide button.

 

If you see the Program Guide, follow the Black Screen with Guide troubleshooting steps.

 

3. On the front panel of the DISH receiver, press Channel Up or Down. 

 

If the channel changes, try troubleshooting your remote.

 

If the channel did not change, continue with these steps.

 

4. Reset the Hopper

 

Unplug the power cord of your Hopper (typically has a red tag) from the electrical outlet for 10 seconds, then plug it back in.

 

The reset process may take up to 5 minutes to complete.

 

5. Contact us

 

If the steps above didn't resolve your issue, give us a call at 800-333-3474, or chat with an expert agent online.