Troubleshooting Not Authorized Error on Television

Document created by shaw-fraser on Jun 25, 2012Last modified by shaw-jody on Aug 30, 2017
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Learn how to troubleshoot the Not Authorized error being displayed on your TV. The Not Authorized message will typically appear when you are attempting to view channels which are not included with your Digital or HD subscription plan. Occasionally, this error can also occur when channels have been recently added to your Digital Box and the signal for the update has not yet been received. For a brief video tutorial on how to reset your cable box, please watch the video below.
 

This article will provide insight into:

Did You Know?

 

Upon resetting your digital cable box, the interactive guide will display "To Be Announced" for up to an hour after this type of reset.  Your picture should return immediately.            

      
How to reset your Digital Box

Follow these steps to reset (reboot) your Digital Box.

  1. Unplug the power cable from the back of the Digital Box
  2. Wait 30 seconds
  3. Reconnect the power cable
  4. After a few moments you can power the Digital Box back on and test it again

 

Digital Cable Box Reset

Video not displaying properly? Click here

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How to check your TV package for channel availability

The Not Authorized error message often appears when you are attempting to view a channel which is not currently included in your subscription. Check which package you are subscribed to as it appears on your Shaw Bill and then confirm which channels are included in that package at our Channel Listings page. To check your current TV subscription:

  1. Login to My Shaw
  2. Click TV from the left menu
  3. Review the Current Monthly Service section

 

My Shaw > Current TV Services

 

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How to check your connections

You can check the connections on your TV and Digital Box:

 

  1. Unplug the power to your Digital Box
  2. Unscrew the coaxial cable connection from the back of the Digital Box as well as at the wall outlet
  3. Ensure that the coaxial cable is in good condition and is not bent, cut or damaged
  4. Reconnect both cables

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How to bypass splitters

To troubleshoot the Not Authorized error, you can try bypassing splitters.  To do this:

 

  1. Unplug the power to your Digital Box
  2. Locate any cable splitters or extensions that are on the line by following the coaxial cable from the back of your Digital Box  to the cable outlet on the wall
  3. Bypass the splitter by connecting a coaxial cable from the rear of the Digital Box (at the RF IN or CABLE IN port) directly into the cable outlet at the wall
  4. Reconnect the power cable to the Digital Box
  5. If your picture quality improves after bypassing the cable splitter you may be required to replace your splitter. A new splitter can be obtained at one of our Shaw retail locations

 
If after completing the above steps you are still receiving the same error message, you should contact a Shaw Technical Support representative for additional assistance.  Contact Shaw.

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