Follow the guidance below for troubleshooting problemswith Red Button and Connected Red Button.
Red Button
Follow these troubleshooting steps to resolve issues with Red Button:
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Perform a factory reset/auto retune
Both of theseactions will reset the memory of the television/set-top box. A factory reset may be called by another term, depending on your manufacturer. For example, ‘First time installation’ or ‘Shipping Condition’.
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Clear memory
Perform an auto-tune with the aerial lead removed. This will clear the memory and remove the unwanted, stored channels. The aerial lead will then need to be put back in again and a manual re-tune completed. For more information on manual retunes see Manual Retuning - to restore reception or missing channels -
Check for updates
It’s worth checking that the software that is running your television/set-top box isup-to-date. Refer to your manual on how to do this. -
Check whether your device isactually usingConnected Red Button
If you are trying to access Red Button text services, but instead only are presented options to access iPlayer, you are using the Connected Red Button. If your television/set-top box uses Freeview, and you want the red button text services, you could try disconnecting the television from the internet and restart it.
It’s possible that your television does not have the technology (MHEG) to support Red Button. This is more common on newer devices. If this is the situation for you, Connected Red Button will be the only option, and the television would need to be connected to the internet.
Connected Red Button
Follow these troubleshooting steps to resolve issues with Connected Red Button:
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Restart the television/set-top box and check the internet connection
It’s always worth restarting the television, by switching it off at the plug and back on again. And as the Connected Red Button requires the television/set-top-box to connect to the internet, check the internet connection. See whether iPlayer (or another on-demand streaming service) works. If it doesn’t, then the issue is with the internet connection. -
Check for updates
It’s worth checking that the software that is running your television/set-top box isup-to-date. Refer to your manual on how to do this. -
Check whether your television isactually using(broadcast) Red Button
If your Red Button contains text services, like news, then you are not using the Connected Red Button. Try connecting your TV to the internet if you would like to try Connected Red Button. If you still cannot access Connected Red Button, check whether your television/set-top box supports ‘HBBTV’, which is the technology required to run Connected Red Button. You may need to confirm this with the manufacturer.
