Troubleshooting Guide

Setting Up

If my television does not have a yellow video input jack:

Your television may have only an antenna input jack. You can still use the MSN TV 2 Internet & Media Player, but you must use an RF modulator (not supplied – sold separately).

If my television has only one audio input jack:

If your television has only one audio input jack, connect the white audio cable to the white audio "L" jack on the player and then to the audio input jack on your television. You will not use the red audio "R" jack on the player, or the red audio cable.

If some of the jacks on the player are not connected to anything:

You might not need all of the jacks on the player.

Connecting to the MSN TV service

If the player displays the message “... cannot connect to the MSN TV service.”

Make sure the phone cord is connected securely to the phone jack on the player and to the telephone wall jack.

Although the phone line splitter (supplied) allows you to connect both a telephone and your player to one phone jack, you cannot talk on the phone and use your player at the same time. Make sure nobody is using a phone connected to the same line.

You may have moved your player to a new location (perhaps your office) where a dialing prefix is needed to get an outside line. Such a move will affect the way the player connects to the MSN TV service. Make sure your dialing options are set correctly, as described later in this section.

Make sure you have connected the red and white audio cables from the Audio Out jacks on the player to the Audio In jacks on your TV or VCR.

If the player displays the message “Cannot connect”:

Make sure the phone cord is connected securely to the phone jack on the player and to the telephone wall jack as described in the setup steps in this guide.

Although the phone line splitter allows you to connect both a telephone and your player to one phone jack, you cannot talk on the phone and use your player at the same time. Make sure nobody is using a phone connected to the same line.

You may have moved your player to a new location (perhaps your office) where a dialing prefix is needed to get an outside line. Such a move would affect the way the player connects to the MSN TV service. Make sure your dialing options are set correctly, as described later in this section.

If a message continually says “Dialing MSN TV” or "The phone line seems to be in use or is disconnected.”; or, if you cannot hear a dial tone when the player calls the MSN TV service; or, if the connection is slow:

Disconnect your player. From the Sign-in page, choose Settings. Choose Choose Connection Settings. Choose Dialing Options and Troubleshooting. Then, depending on your situation, adjust the following:

Change Call Waiting Settings: Incoming calls or line noise may cause the player to disconnect. To avoid repeated disconnections, turn off or block Call Waiting, lower the sensitivity level, or turn on Block Calls. To turn off or block Call Waiting, you will enter a code in the Dialing options area. The disable code should be listed in your phone book. If it is not, contact your phone company. If the Internet player disconnects when a call is not coming in, you have too much line noise. Lower the sensitivity level.

Choose whether to hang up if another phone is picked up: Your player will hang up when another phone in your home is picked up. To stay connected to the Internet when a phone is picked up, choose Don't use off-hook detection.

Choose whether to listen to dialing: Choose this option to hear the player connect to the MSN TV service. You should hear a dial tone, touch tones (as the number is dialed), and then modem noise. Note any messages that appear on the screen. This information will be helpful if you have to call for service.

Other dialing options: Add a dialing prefix or select Pulse Dialing. You may need a prefix if you use an outside line.

Reset connection settings: If you have mistakenly changed your dialing options, choose Reset to restore the player's original settings.

Power problems

If the player has no power:

• Check to see if the green light on the front of the player is on. This light will illuminate when the player is on.
• You must turn on the player using the MSN TV and ON-OFF buttons on the remote control or the MSN TV button on the keyboard. There is no power button or switch on the player.
• Point your remote control or keyboard at the player and press MSN TV and ON-OFF on the remote control, or MSN TV on the keyboard. If the green light comes on, then your player has power.
• Make sure the power supply is connected securely to a power outlet and to the Power jack on the back of the player.

If the player disconnects and shuts itself off without notice:

• Replace the batteries in the remote control or the keyboard.
• Check the dialing options. Lower the sensitivity (see Dialing Options, Call Waiting).
• If you have voice mail, select the "Don't Wait for Dialing Before Connecting" option. This is found in the Other Dialing Options at the bottom of the page.
• Don’t connect the phone cord to a wireless phone jack.
• Disconnect other appliances from the phone line.
• Ask others not to pick up other extensions on the phone line. This will cause the player to disconnect.
• Don’t leave other phone extensions off the hook.

If the player shuts itself off during Internet browsing:

• Some Web sites may cause the player to disconnect. If it happens repeatedly at the same site, write down the address and give this information to an MSN TV customer representative at 1-866-GO-MSNTV (1-866-466-7688).

If the player power repeatedly turns off and on while trying to connect to the MSN TV service:

• Check for phone line problems. Unplug the player power cord, then reconnect. After the player starts up, sign in, choose Get New Numbers from the on-screen message that appears and try a different access phone number. If the problem continues, connect the player to a different phone line and try again.
• Call the phone company to check your phone line.

If there is a sudden loss of power:

• Avoid overheating the player. Move the player away from the television or other heat sources. Allow space around the player for proper ventilation.
• Do not shake the player.
• Avoid power failures and disconnections. Power failures may occur if the player is connected to a power outlet controlled by a wall switch or to a power strip/surge protector.

Receiving updates

If the player is trying to download updated software from the MSN TV service:

The player downloads updated software via the phone line. Noise on your phone line may occasionally cause this process to fail. Turn the player off, then on, then try to update again; use a different phone line in your house if possible. If the update fails three or four times in a row, contact MSN TV customer service at 1-866-GO-MSNTV (1-866-466-7688).

Operating the remote control and keyboard

If the remote control or keyboard will not turn on or operate the player:

Make sure the batteries in your remote control or keyboard are inserted correctly. Install new batteries if necessary. Or, if you have both a remote control and a keyboard, try turning on the player.