For support call 1-801-994-3642 or email Support@GetGrooven.com
****Please note, all converter boxes, both free and purchased have been installed unless we did not have an active door code to access your unit.
Basic TV Setup: Please follow the instructions below for proper setup
1. Your DirecTV Remote Control will control both the TV and the Converter Box.***Some TV’s do not pair with the remote so you may have to use original TV remote. This has to do with your TV.**** The TV Power button is located on the top left of the remote and is white in color.(TV Power)
2. The Converter box power button is the red button on the top right (DTAPower)
3. Ensure both your TV and converter box is on. Converter box will have a green light on the front when on.
4. Your TV should be set to HDMI #1. Depending on any other items, such as DVD players, your TV may need to be set to another HDMI port. You should see some signal or message from the converter box when you are on the correct HDMI port and your converter box is on. If you do not see any messages or signal, please check power, cables and which HDMI port your converter boxis plugged in to. If your TV does not have HDMI, then you will need to upgrade yourTV
5. If your TV does not work,you are not receiving signal,please see below for basic troubleshooting.
Owner/Management Company responsibilities:
1. Conducting channel scan for converter box.
2. Moving of converter boxes from one TV to another or upgrading the TV then reconnecting the converter box
3. Checking all connections and input setting. This includes:
a. Power cord hooked up to convert box and/or TV
b. Checking HDMI connection from converter box to TV
c. Checking cable connection from wall outlet to converter box
d. Ensure TV is set to correct HDMI input for converter box
e. Ensuring power is on to the TV and/or converter box
***TV compatibility is between owner and DirecTV. Some older model TV’s will not work despite the
converter boxes. All TV’s will need a converter box to receive DirecTV signal*****.Older TV’s that do
not have a HDMI port will need to be upgraded to a TV with an HDMI port. Older TV’s that do not havethe HDMI port will only receive limited channels via the coaxial cable. Some model TV’s will not “Pair” with the TV and will only be able to operate a portion such as volume and channels.
4. You may have some “blank” channels that show signal interruption or no picture.Simply
select a different channel to see if this resolves the issue, if not then proceed to next step.
5. On the converter remote, press the menu button.
6. Arrow down to Channel Scan
7. Make sure the “Clear current channel list” selection is checked/black dotted
8. Arrow down to scan and hit enter. It will take about 3 minutes and all the channels will load.
Contact DirecTV for the following issues after following above instructions for channel guides/limited channels or signal issues.
1. Weak or no Signal
2. Limited channels with TV’s that have the converter box installed
3. No Channel Guide showing on your TV with converter box
4. Remote Control compatibility
5. Any service related issues
*****Before calling DirecTV, press the Menu button on the converter remote, go to settings. Write down the “Unit Identifier” and the “Software Version”. DirecTV will need that to send an update to the converter box.
Contact Emerald View for:
6. Purchasing of additional converter boxes. It can take up to a week after purchase, provided we have converter boxes in stock, to get the box installed. If they have to be ordered, the lead time may be longer. We will not install any boxes until we receive confirmation from the office of the purchase. It is recommended that you purchase a box for each and every TV in your unit otherwise they will not receive any DirecTV signal.
7. Purchasing additional or replacement remote control for the converter boxes. They are available at Grand Panama office from 9:00AM to 5:00PM Monday through Friday. It is recommended if you rent your unit, to purchase extra remotes ahead of time.
8. New converter box installation. DirecTV will contact Emerald View for any converter boxes that must be replaced after they troubleshoot the issue.
After all the above checks, if Owner/Rental Management Company is still having issues, then call DirecTV for further troubleshooting. DirecTV will contact Emerald View if they need Maintenance to assist with equipment issues.
Please note that over 95% of the service calls we receive are operator error. If you rent your unit, you need to train your maintenance and housekeepers for proper set up, operation and troubleshooting.