TROUBLESHOOTING

 Problems with your decoder?- Check if the solution is included in Frequent Questions reported below
– In case of doubt or if you cannot find the answer to your question, contact us via our customer support center
– Click here to download the User Manual for the Customer Support Center
– If the decoder needs to be serviced, check the procedure here.

Frequent Questions

ANSWER:1. Your set-top box is fully capable of receiving premium signals however you need to sign up for this service at the operator’s website

ANSWER:

Try the following procedure on the remote control:

1. Remove batteries

2. Press the buttons repeatedly to ensure no buttons are stuck down.

3. Leave the remote control for a couple of minutes

4. Insert the batteries again and retry

If that fails, try cycling the power as follows:

5. Remove power feed to STB for 30 seconds

6. Plug it back to the STB

7. Switch the STB on

8. Try again.

ANSWER:

1. Your I-CAN set-top box has a default PIN code, which is 1234.

ANSWER:

  1. Verify the signal coverage in your area on one of the available websites:Verify the signal coverage in your area on one of the available websites:
    • http://www.dgtvi.it
    • http://www.mediasetpremium.mediaset.it/
    • http://www.telecomitaliamediabroadcasting.it
    • http://www.raiway.rai.it
  2. Most antennas are able to receive all terrestrial signals.  However, some older antennas may not pick up all channels.  If you are in any doubt please check with a competent antenna installer.
  3. To properly receive the signal, we recommend you to use an outdoor roof top antenna.
  4. If you are using a directional antenna, make sure it is pointing towards a digital TV transmitter and positioned correctly.
  5. Check that the antenna cable is connected correctly and verify the status of cables and plugs to make sure none of them is bent/damaged. If you have the possibility, try to connect the decoder to another antenna socket (then rescan channels).
  6. Make sure that the broadcasting frequency has not been changed by retuning the decoder again as described in the instructions which came with the set-top box.

This can happen on receivers with software version ‘TIV_106’. We are currently working to quickly solve this problem via automatic upgrade.  To check if your receiver is affected, go to “Main Menu > Installation > Receiver Status > System Information, and check the indicated ‘Drivers version’.Meanwhile, you can create a Favorite List (go to: Main Menu > Channel Manager). Once created, you can find it pressing the LIST button and selecting the list using the ARROW buttons.To be informed when the upgrade is available, please register here.

ANSWER:
1. Check the connectors between you decoder and the TV set (or Stereo)
2. Press the Mute button on STB RCU and TV to make sure the sound is not switched off
3. Press Vol+ on TV/HomeTheater and STB to make sure the volume level is properly set
4. Try to unplug the power cable of the decoder
5. Try to restore default settings: Menu> Installation> Factory Settings> Yes [default PIN: 1234]

This can happen on receivers with software version ‘TIV_106’. We are currently working to quickly solve this problem.  To check if your receiver is affected, go to “Main Menu > Installation > Receiver Status > System Information, and check the indicated ‘Drivers version’.  If you see ‘TIV_106’ please connect your receiver to your TV set with a SCART cable. As soon as we fix the problem, your receiver’s software will be automatically upgraded, and you will be able to reconnect your receiver using an HDMI cable. If you wish to be informed when the upgrade is available, please register here. If you have a different software version, please refer toquestion 2: “I cannot hear the audio”

 

hdmiscart

Thanks to “Pause TV”, you can pause a program, have a several-minute break and resume watching without missing a single second.To be able to use the “Pause TV” functionality choose an appropriate USB Memory Stick (at least 1GB) and plug it on the back panel of your decoder. Then, the formatting process of the USB Memory Stick starts. It may last several seconds. If your USB Memory Stick proves to be too slow, you can still use it but the quality of playback may not be satisfactory.

Once the Memory Stick has been prepared, press >/II to activate Pause TV (recording). To resume watching press >/II . You can also pause, fast-forward, rewind within the recorded content (see Remote Control).Time of “Pause” mode depends on the capacity of your USB Memory Stick and the broadcast quality.When “Pause TV” is turned off by pressing “EXIT” or on channel change, the whole recorded content is lost.

To upgrade your 1850S receiver (and only this one), just follow these quick steps:
STEP 1: Check if the SW version declared in Menu> Installation> Diagnostics> System Info> Software version is equal to the one declared in Software Update tab of current page of the website. If not, download the update file to an USB key without changing the name of the file.
STEP 2: While in normal operation mode (watching TV), plug the USB key into the USB connector located on the rear panel of your receiver.
STEP 3: STB will display a popup asking if you agree to upgrade the software. Please press “OK” and the software upgrade operation will run automatically.
STEP 4: Once software upgrade operation is completed and the STB reboots to normal operation, a “what’s new” message will appear. Then you can unplug the USB key and enjoy your favorite programs, or leave it plugged to take advantage of the Pause TV feature.

To upgrade your 2850ST receiver (and only this one), just follow these quick steps:
STEP 1: click on this link and save the file named “tiv2850st_v33.dwn” on a USB key. Please do not change the name of the file.
STEP 2: While in normal operation mode (watching TV), plug the USB key into the USB connector located on the rear panel of your receiver.
STEP 3: STB will display a popup asking if you agree to upgrade the software. Please press “OK” and the software upgrade operation will run automatically.
STEP 4: Once software upgrade operation is completed and the STB reboots to normal operation, a “what’s new” message will appear. Then you can unplug the USB key and enjoy your favorite programs, or leave it plugged to take advantage of the Pause TV feature.

To upgrade your 3820T receiver (and only this one), just follow these quick steps:

  • STEP 1: Check if the SW version declared in Menu> Installation> Diagnostics> System Info> Software versionis equal to the one declared in Software Update tab of current page of the website. If not, download theupdate file to an USB key without changing the name of the file.
  • STEP 2: While in normal operation mode (watching TV), plug the USB key into the USB connector located on the rear panel of your receiver.
  • STEP 3: STB will display a popup asking if you agree to upgrade the software. Please press “OK” and the software upgrade operation will run automatically.
  • STEP 4: Once software upgrade operation is completed and the STB reboots to normal operation, a “what’s new” message will appear. Then you can unplug the USB key and enjoy your favorite programs, or leave it plugged to take advantage of the Pause TV feature.

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Power Up Questions

ANSWER:

1. Unplug the power cable for 30 seconds and plug it in.

2. Make sure the power supply is plugged to an active wall outlet and the outlet is an active one.

3. Verify if the LED on the power supplier is on.

4. Check if all cables are properly connected and that the receiver is switched on

ANSWER:

1. Press the OPERATE button on the RCU.

2. Make sure the RCU is active.

3. if the LED is blinking when the remote is in use try to: Remove batteries, Press repeatedly the buttons, Leave the remote control for a couple of minutes, Insert the batteries

4. Turn the STB off and on.

5. Unplug the power cable for 30 seconds and plug it in.

6. Follow the instructions above for frozen channels.

ANSWER:

1. Re-connect the power cord

2. Make sure that no button on your STB’s RCU is stuck down (as above)

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Signal Questions

1. Make sure that all cables are connected properly and firmly secured (Antenna, SCART TV) in the rear panel and then hand-tightened, if necessary.

2. Perform the first installation procedure. Tune STB to one of the available channels.

3. Make sure that it is possible to receive digital terrestrial signal in your area, and the antenna you are using is adequate for the terrestrial signal reception.

4. Try to change channel.

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Video Questions

1. Make sure the chosen channel is not a radio channel.

2. Unplug the power cable for 30 seconds and plug it in.

3. Make sure that all cables are connected properly and firmly secured and then hand–tighten, if necessary

1. Check if using Menu button you are able to access the Menu.

2. Check if the decoder is in standby (press power button if LED is red).

3. Check if the Smart Card is correctly inserted (if on a scrambled channel).

4. Switch the STB off and on (using the remote or unplugging power cable).

5. Make sure that all cables are connected properly and firmly secured and then hand–tighten, if necessary

6. Reconnect all cables.

7. Try to change channel.

1. Check the signal strength in Menu options (refer to User Manual)

2. If the message on the screen is “No Access” please check for the operator requirements to view the service.

3. Verify the aerial status coverage (see above “My decoder is not tuning some channels”)

1. (If bad weather conditions) Wait until the weather conditions change

2. Check for faulty cables.

3. Verify the aerial status coverage (see above “My decoder is not tuning some channels”)

1. Switch the set–top box off and switch it on after a few seconds.

2. Unplug the power cable for 30 seconds and plug it in.

3. Make sure that all cables are connected properly and firmly secured and then hand–tighten, if necessary

1. Make sure SCART connector (TV, VCR) is connected to the “TV” connector on the STB’s rear panel.

2. Check your TV set for color settings.

3. Unplug the power cable for 30 seconds and plug it in.

1. Make sure the STB is properly connected to the power supply and to the TV set

2. Unplug the power cable for 30 seconds and plug it in.

1. The EPG is handled by third party, data could be not broadcasted.

2. Unplug the power cable for 30 seconds and plug it in.

3. Change to another service channel.

4. Leave the STB in standby overnight to allow for the EPG to reset

1. Make sure the TV ASPECT RATIO setting in the CONFIGURATION screen has been set to correspond with your TV.If not – change this setting.

2. Try different settings.

3. Make sure the TV is properly configured.

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Recording Questions

1. Make sure the SCART cable is connected to the VCR connector on the STB’s rear panel.

2. Make sure you programmed correctly your decoder and your VCR.

3. The decoder is using date and time broadcasted, it happens that some broadcaster are sending wrong data, signal it on our website.

1. Make sure you do not switch your STB off and on during recording.

2. Hand–tighten the SCART (VCR) connection between the STB and VCR.

1. Make sure you do not press MENU or VOLUME buttons on the STB or RCU.

2. Make sure the VCR is connected to the SCART VCR output if your decoder have 2 SCART.

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Smart Card Questions

1. Re-insert the Smart Card.

2. Make sure the Smart Card is inserted correctly.

3. Make sure the Smart Card is valid to use for the desired service – check its validity with your TV operator.

4. Contact your service provider.

5. Verify if the Smart Card is properly read by the set-top box, by accessing the CA menu in the Installation section (please refer to the instructions which came with the set-top box).

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TECHNICAL SUPPORT & FORUMS

If your decoder requires technical assistance:

For i-CAN 2850ST – i-CAN 1850S – i-CAN 3820T – i-CAN 3810T – i-CAN 1110SV – i-CAN 1110SH – i-CAN 1110TH – i-CAN 1100T – i-CAN 2100T – i-CAN 2000TPlus  – i-CAN 1900TPlus – i-CAN 5100TX – i-CAN 2000T – i-CAN 1900T – i-CAN 1800T – i-CAN 1200T – i-CAN 100Ti-CAN 200Ti-CAN 250Ti-CAN 300Ti-CAN 500T

 

For all warranty period (2 year), if you require service for one of the models above, please bring it back to the store where you bought it without accessories, don’t forget the receipt for the warranty; they will manage all support issues according with EU Directive1999/44/CE implemented in Italy by the D.lgs. 206/05, the “Consumer Code”

The retail store will have to contact and send the STB to our official distributor ZAP. Usually support takes upto 30 calendar days.

The warranty will be void if:

small_bullet The warranty period has expired;

small_bullet Receipt of purchase is not delivered with the set-top box, preventing the Service Centre from identifying the date of purchase;

small_bullet There is physical evidence of mistreatment of the product (i.e. dropped, physically damaged, excessively dirty and dusty, corroded,                         overheated, flooded);

small_bullet Where inspection reveals signs of voltage surges, short circuit, lightning strike, fusion or power surge (e.g. discoloured components,                     burnt track);

small_bullet The product has been opened by any person not authorised to perform service;

small_bullet The label with Serial Number has been removed, lost or damaged rendering it unreadable.

If you require further information about digital receivers or digital TV, you can also visit the following websites:

– DGTVi (http://dgtvi.it/) for information about the analogue switch off and digital covering

– Digital forum (http://www.digital-forum.it/) to access forums about digital TV – Mediaset Premium (http://www.mediasetpremium.it/) for information about premium services and offers

– For Tivusat smartcard activation: http://www.tivu.tv/sat/servizi/127/136/Come-attivare-la-smart-card-.aspx

– For Tivusat OTA schedule: http://www.tivu.tv/sat/prodotti/149/227/0/Aggiornamento-Ricevitori-Certificati.aspx

– For Satellite frequencies: http://www.lyngsat.com/

SOFTWARE UPDATE

Please find below that latest Softwares available per model.

If your digital box does not have this latest software, it is possible to update it through one of the following ways:

  • If for your box there is a link in the ‘Download’ column, just click on it and save the file on a USB key without changing the name. Then plug this key in your digital box. A popup will appear asking for confirmation to upgrade the box. Please accept it and the box will automatically upgrade its software to the new version.
  • If for your box there is no link in the ‘Download’ column, this means that the upgrade is available only “over the air” using your antenna. To be informed when the broadcaster will air the software upgrade, just sign up here.

Model / Modello :

i-CAN 1850S

i-CAN 3820T

i-CAN 3810T

i-CAN 2100T

i-CAN 2000TPlus

i-CAN 2850ST

i-CAN 1900TPlus

i-CAN 1110TH

i-CAN 1100T

i-CAN 1110SH

i-CAN 1110SV

i-CAN 5100TX

i-CAN 2000T

i-CAN 1900T

i-CAN 1800T

ADB 1H6F TLC

 

Latest Software / Ultimo Software:

v102

v101

v119

2k1_037

2k1_037

v33

2k1_037

1K11_118

1K11_118

TIV_114

TIV_114

DVR_272

IPPV_219

IPPV_219

IPPV_219

164

 

Download:

Download here

Download here

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Download here

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Check automatic update here

Check automatic update here

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

Automatically ‘Over-The-Air’

 

 

REGISTER YOUR PRODUCT

Thank you for choosing  i-CAN.To register your product, please log in your Technical Response Centre  here.