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ATI TV Wonder™ Digital Cable Tuner
 

Support and FAQs

Access self-help troubleshooting tools and frequently asked questions for supporting your ATI TV Wonder™ Digital Cable Tuner. If additional assistance in required our AMD Customer Care is available to provide you technical support services for your product. You can obtain full access to Customer Care such as online ticket submission and telephone technical support when you register your product with us.





TV Signal Setup

General Issues

  • Question: TV Signal setup wizard asks for Digital Cable Product Key (PID) Cause:
    Cause: PC manufacturer did not populate PID in the registry during production.
    Resolution: Enter the Digital Cable PID, located on a sticker affixed to the PC.
        Related Question: You receive the following error message: "Product key entered is not valid. Please enter your product key again."
    Resolution: Check characters and/or re-enter Digital Cable Product Key
        Related Question: You receive the following error message: “You have entered the activation key for Windows. Please enter the activation key to enable support for digital cable."
    Resolution: Enter Digital Cable Product Key
        Related Question: You receive the following error message: “Cannot connect to the Internet/online activation service. Please check your Internet connection and try again."
    Resolution: Confirm computer is connected to Internet and re-enter product key.
  • Question: During TV signal setup, I receive the following error message: “The download of new options could not be completed. The existing TV setup options will be used as you continue through TV signal setup.”
    Resolution:
    1. Click OK to continue.
    2. Confirm Internet connection.
    3. Click Back to return to previous screen and try again.
  • Question: During TV provider download, I receive the following error message: “The configuration settings for your region could not be determined. Please restart your computer and try again."
    Resolution:
    1. On the Windows Vista desktop, click the Start button, click Control Panel, click Clock, Language, and Region, and then click Regional and Language Options. Click the Location tab, and confirm that the correct country is selected from the list.
    2. Open Device Manager by clicking the Start button, clicking Control Panel, clicking System and Maintenance, and then clicking Device Manager. Click the DVD drive properties and confirm region setting is correct.
    3. If error occurs again please contact Microsoft support.
  • Question: During TV Signal configuration, I receive one of the following errors:
    • “Windows Media Center is unable to determine your TV signal configuration. Please make sure a live TV signal is connected to the computer and then try again."
    • “A TV signal was not detected. Please make sure a live TV signal is connected to the computer and try again."
    • "Windows Media Center did not detect a TV signal for this tuner. Please make sure the TV service cable is connected correctly or try connecting to another tuner."
    Resolution:
    1. Confirm coaxial cable is connected to Digital Cable Tuner and cable TV wall jack.
    2. Make sure CableCARD is plugged in.
    3. Confirm computer recognizes Digital Cable Tuner. From Windows Vista desktop, click the Start button, and then click Network. Confirm that the Digital Cable Tuner is in the list of devices.

CableCARD Activation (Single Digital Cable Tuner)

  • Question: I receive one of the following error messages:
    • “CableCARD not detected”
    • “A CableCARD was not detected in the scan”
    Resolution: Insert or reseat the CableCARD.
  • Question: I receive one of the following error messages: “Your computer is not digital cable ready. You will not be able to set it up for use with a CableCARD”
    Resolution:Digital Cable may not have been enabled on your PC. Please contact your PC manufacturer for additional support.
  • Question: I can’t get a TV signal after removing and reseating CableCARD (with Digital Cable Tuner powered on)
    Resolution:
    1. Wait 60 seconds for Digital Cable Tuner to refresh connection with CableCARD
    2. If CableCARD is not recognized after 60 seconds, reboot the computer.
    3. After reboot, check LED indicators on Digital Cable Tuner. If CableCARD is still not recognized, please contact your cable provider for additional CableCARD support.

CableCARD Activation (Multiple Digital Cable Tuners)

  • Question: The TV Signal Configuration Result screen lists only one Digital Cable Tuner (“Number of connections: 1”).
    Cause: One Digital Cable Tuner is not properly connected.
    Resolution:
    1. Check connections to/from Digital Cable Tuner and computer.
    2. Check RF signal strength/quality.
    3. Reseat CableCARDs
    4. Shut down the computer.
    5. Reboot both Digital Cable Tuners
    6. Restart the computer.
    7. Run the TV Setup Wizard again.
    8. If steps 1-7 fail, one Digital Cable Tuner is likely defective.
  • Question: When activating a CableCARD on a computer with two Digital Cable Tuners, you receive the following error message: “Windows Media Center has detected a CableCARD in one of your digital tuners, however you must have a CableCARD for each of your digital cable tuners in order to enable multi-tuner.”
    Cause: Computers with two Digital Cable Tuners require a CableCARD for each tuner.
    Resolution: Insert CableCARD in 2nd Digital Cable Tuner
  • Question: No signal after provisioning one CableCARD
    Cause: Both Digital Cable Tuners require a CableCARD.
    Resolution: Initialize the 2nd Digital Cable Tuner
  • Question: No signal after swapping CableCARDs
    Cause: Once paired, a CableCARD is not transferable to another device, including a second Digital Cable Tuner connected to the same system.
    Resolution:
    1. Return CableCARDs to originally-paired tuner.
    2. Wait 60 seconds for Digital Cable Tuner to refresh connection with CableCARD
    3. If CableCARD is not recognized after 60 seconds, reboot the computer.
    4. After reboot, check LED indicators on Digital Cable Tuner. If CableCARD is still not recognized, please contact your cable provider to re-initialize the CableCARD.

Program Guide Setup


  • Question: Guide listings are incorrect
    Resolution:Run Guide setup again to download most current list or providers and select the customer’s subscription package. To choose a different set of Guide listings, follow these steps:
    1. On the start screen, scroll to Tasks, click settings, click TV, click Guide, and then click Set Up Guide Listings.
    2. Follow the directions on the screen to select a new channel lineup.
    If only a few channels display the incorrect network and program information in the Guide, you can edit the channel numbers, change listings, or add listings to a channel.
  • Question: Guide download fails
    Resolution:The download may fail while you are setting up the Guide or when downloading updated Guide listings. The following are possible reasons for the problem:
    • The computer is not connected to the Internet or cannot connect by using the Internet connection that is specified for your Windows Media Center computer.
    • The Guide server is not available at that time or is temporarily out of service. If the Guide Setup was previously successfully completed, Windows Media Center will try to download it again daily.
    • Guide information is not available for your location from the Guide service provider.
  • Question: I receive the following error message: “No data is available”
    You are notified that 'No data is available' in the Guide if any of the following happens:
    Resolution: Windows Media Center cannot connect to the Internet and download the new Guide information for an extended period of time and the Guide information that was previously downloaded is corrupt or has expired.

Troubleshooting TV Signal Verification


  • Question: When tuning to a TV channel, you receive one of the following error messages:
    • “No TV Signal. There is currently no TV signal detected for this channel.”(NOTE: this is the most common tuner error message)
    • “No Tuner Available. All Tuners Busy.”
    • “No Tuner Available. Program blocked.”
    • “Loss of Signal”
    Cause: Varies
    Resolution:
    1. Confirm availability of basic cable channels without a CableCARD.
    2. If step 1 fails, run Windows Media Center setup again. From the Windows Media Center Start screen, select Settings, select General, and then select Run Set Up again. Follow the steps onscreen to configure first-run (Express) settings, TV signal, and program guide.
    3. If step 2 passes, the CableCARD slot on the Digital Cable Tuner is not working correctly; instruct customer to contact OEM to replace the tuner.
  • Question: When tuning to a TV channel, I receive the following error message: “Tuner Not Found”
    Resolution:
    1. Turn off the computer (On the Windows Vista desktop, click the Start button, and then click the arrow next to the Lock button. Select and click the Shut Down option).
    2. Restart the computer.
    3. Start Windows Media Center and tune to a TV channel.
    4. If you receive the error message again, the Digital Cable Tuner needs a firmware flash or is defective.
    5. Please verify that you’re able to locate the Digital Cable Tuner via Device manager. To do this, click Start>Control Panel > Device Manager and expand Network Adapters.
    6. You should see ATI TV Wonder OpenCable Receiver.

      7. ATI TV Wonder OpenCable Receiver
    7. If step 6 is successful, please verify that you can access the device presentation page. To view the device page, click Start > Network

      8. ATI TV Wonder OpenCable Receiver
    8. Right click on the ATI TV Wonder OpenCable Receiver icon and select View device webpage.
    9. Verify that you can access the device presentation page as follows and check the firmware revision on the top right corner of the webpage. The current revision is 1.16
      10. ATI TV Wonder OpenCable Receiver Additionally, some firewall programs, including anti-virus programs with firewall features, may close ports that must be open for the Digital Cable Tuner to work. Please follow the steps below, depending on the firewall software installed on your Windows Vista Digital Cable Compatible PC.
      Windows Live OneCare 1.5: Use the firewall connection tool to allow the Windows Media Center ports to be available to the Digital Cable Tuner. To do this, follow these steps:
      1. Start Windows Live OneCare.
      2. In the left pane, click Change OneCare settings.
      3. On the Firewall tab, click Firewall connection tool.
      4. Click to select the Connect my XBOX 360 or Media Center Extender to my Media Center PC check box.
      5. Click OK, and then close the Windows Live OneCare Settings dialog box.
      6. Restart the computer.

      Symantec Norton Internet Security 2007: Run LiveUpdate to install the latest signature files (released after January 31, 2007).

      McAfee Internet Security Suite 2007: A future signature file update will automatically unblock the port required by the Digital Cable Tuner. [note: Microsoft will revise this issue resolution when the file update is released]. Until then, customers will need to manually allow access to the system service port in the Firewall feature.
      1. Right-click the McAfee icon in the Windows system tray and click on SecurityCenter. On the Internet & Network Configuration pane, click Advanced.
      2. On the Firewall pane, click System Services.
      3. Under Open System Service Port, select Universal Plug & Play (UPnP).
      4. Click OK.


      Other Firewall Programs If you have a firewall not listed above, try the following steps:
      1. Go to your firewall's settings option.
      2. Look for a list of applications that are allowed or prevented access to the Internet.
      3. Look for the applications listed in the table below. If it’s designated as blocked or prevented access to the Internet, change the setting to allow access. If it’s not listed at all, manually add it and allow access to the network.
      4. Save your changes and restart your firewall program.
      If you configure a firewall after you install and configure your Digital Cable Tuners, you must manually configure the firewall to open the following ports.
      Application
      Protocol / Port
      Direction
      Network
      ehprivjob.exe UDP 5001-5006 Inbound Local Subnet
      svchost.exe UDP 1900 Inbound, Outbound Local Subnet
      system TCP 2869 Inbound, Outbound Local Subnet
      ehprivjob.exe TCP 554 Outbound Local Subnet
      ehprivjob.exe UDP 5757-5772 Outbound Local Subnet
      The procedure that you use to manually configure these ports is different for each firewall model and for each firewall manufacturer. For more information about how to configure your firewall, please see its documentation.
  • Question: When tuning to a TV channel, I receive the following error message: “Tuner Not Found. No TV tuner cards are configured to work with Windows Media Center. Go to TV Settings and setup your TV signal.”
    Resolution:
    1. Reboot computer.
    2. Restart Digital Cable Tuner (if external).
    3. Restart Windows Media Center.
    4. Run Set Up TV signal wizard again.
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content. High-bandwidth Digital Content Protection (HDCP) may not be supported by the current display. Please connect to an HDCP-compliant display or connect using an analog connection such as component or VGA.”
    Resolution:
    1. Connect to an HDCP-compliant display or connect using an analog connection such as component or VGA
    2. Note that connecting to a component or VGA may limit resolution output.
  • Question: When tuning to a TV channel, I receive the following error message: “Program Blocked.”
    Resolution: Press OK on the remote, and enter the access code.
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content - Display driver. The video playback device does not support playback of restricted content.”
    Resolution: Video card is not HDCP-compliant. Connect the monitor through the VGA connection on the video card. Please refer PC Manufacturer support for additional assistance.
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content – Display driver. Some Windows Media Center components do not have a sufficient license to play back content. Please click the button below to update the components. [URL location]”
    Resolution: Video card requires an update. Follow the instructions that appear on the screen.
  • Question: When tuning to a TV channel, you receive the following error message: “Restricted Content. Some of the components don't have the current license. Please go to the Windows Update web site to renew the components.”
    Cause: DRM not up-to-date or not properly set up
    Resolution:
    1. Run first-run setup again. Go to Tasks>Settings>General>Run Media Center Setup Again
    2. If step 1 fails, try contacting your cable provider for a new CableCARD
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content. Some Windows Media Center security components need updating. Please ensure you are connected to the Internet, then press the Update button.”
    Resolution: Follow the instructions that appear on the screen.
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content. You may not be authorized to view this channel. Please contact your cable company to get this service.” or “Restricted Content. You may need a CableCARD to receive this channel.”
    Cause: Channel might not be part of customer’s subscription or CableCARD not properly provisioned.
    Resolution:
    1. Confirm channel is included in your subscription
    2. If step 1 confirmed, call the cable company to re-pair your CableCARD.
  • Question: When tuning to a TV channel, I receive the following error message: “Restricted Content. High-bandwidth Digital Content Protection (HDCP) may not be supported by the current video card. Please use an HDCP-compliant video card or connect using an analog connection such as component or VGA.”
    Resolution: Video card is not HDCP-compliant. Please contact your PC manufacturer for additional support.
  • Question: When tuning to a TV channel, you receive the following error message: "The Guide must be set up to watch or record premium networks."
    Resolution: Run Program Guide setup wizard.
 
 
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