EVOLVE TROUBLESHOOTING TIPS AND TRICKS

1. For blank screens or screens that say "No Signal"
   

1. Issues with blank screens or screens that say "No Signal" are almost always indicative of the TV not being on the correct input or the box becoming disconnected.
   
2. All of your TVs should be connected to HDMI 1 and their inputs should be set as the same. Your TVs should also be set to default to HDMI1 on power on, but you'll want to verify that the TV is powered on and set to the correct input.
   
3. There is no input button of the Dish remote to reduce the likelihood that a guest will accidentally change the input, however some more savvy guests may change their inputs for their own use and fail to change them back for the next guest. If your TV is on the HDMI1 input and still not displaying, or the HDMI1 input is unavailable for selection, verify that the HDMI cable is firmly connected to both the STB and the HDMI1 input on the TV (some TV models have HDMI1 on the back, while others have it on the side). 
   
4. If HDMI 1 is connected, you'll want to make sure that the STB is plugged in and receiving power while not on a switched outlet. Looking into the top of the STB you should be able to see a green LED to verify power. 
   
   

2. If you see the menu and guide, but no channels
   

1. Service issues such as seeing the menu and guide, but no channels may indicate that the box has become disconnected from the coax cable. 
   
2. Ensure that the ends of the coaxial cable are completely screwed into both the wall outlet and the STB. If this does not immediately restore audio/video service, you may need to power cycle the box, either through unplugging and replugging, or using the service menu to Reboot the box. 
   

3. Remote Control Troubleshooting
   

1. Remote Control Troubleshooting Issues with the remote control not controlling the STB may be due to a disconnected MTI Cable which looks like a phone cable running from the STB to the back of the TV or IR sensor, which is a small device that should be affixed to the underside of the TV with double sided tape and receives the signals from the dish remote. 
   
2. If you have an MTI cable, verify it is connected by disconnecting each end and reconnecting them ensuring they are fully seated. 
   
3. With IR sensors, you should verify that the sensor is in-fact attached and unobstructed from view. The sensor connects via a small stereo cable that plugs into the port directly next to the power port on the STB as well as on the sensor itself. Ensure that the cable is firmly inserted at both ends. 
   
4. If the remote controls the STB but does not control the TV power and volume options, it may simply need to be reset to give the proper commands. The Evolve Remote control programing guide is attached to this article for your convenience. 
   
5. If the power button on the remote does not light while using the remote and you cannot control the TV or the STB, you may need to change the batteries, accessed with a small Philips screw at the bottom of the remote.
   

4. Accessing The Evolve Diagnostic Menu
   

1. The service menu is useful for troubleshooting and maintenance tasks for everything from simply rebooting a box with a difficult to access power cord to resolving service issues and reassigning boxes to different locations as needed, as well as to assist remote support. 
   
2. To access the service menu, you will need to enter a Nintendo like code without too much hesitation. A couple tries may be necessary to get the hang of it since this must be entered in quickly.
   
3. You must be on the Evolve's Home screen.
   
4. Press Left, Rewind, Rewind, Play, Play, Right one after the other all in a row: 
   

   

5. How to navigate and use the Diagnostic Menu
   

1. There are settings inside the Diagnostic menu that can render your Evolve STB inoperable. Please only interact with the sections and options requested by your support agent. 
2. From inside the menu, you'll start on the System Information page. Here you can see: 
   
1. Page 1. System Information
   
1. 1.1 S/W Version - may be requested by support when troubleshooting 
   
2. 1.8 Room Number - to ensure that the STB is programmed for the correct location or to verify where a deinstalled box needs to be returned.  The Public area TVs at your property may be assigned a room number if you have them, or may have some custom identifier if not, please refer any questions about their location designation to support as it must be matched or changed by them.
   
3. 1.9 Zone ID - Guest rooms should typically show as zone 1 and public area's zone 2. This is set by the room number above. 
   
2. Page 3. Network information - may be requested by support when troubleshooting
3. 8. Reboot and Reset
   
1. Reboot - Using Reboot will reboot the STB by pressing the right arrow to select and again to confirm Reboot. This will simply reset the box as though you'd pulled the power plug and re-plugged the device. This can be useful for resolving temporary service issues such as sluggish response, blank screens, or error messages which may occasionally pop-up during software updates
   
2. Factory Reset - Pressing the right arrow, then using the down arrow to select Factory Reset will prompt the box to revert to its initial setup mode. This will take about 10 minutes and will then allow you to re-run the initial setup to reassign the box for a new location, or to prompt the box to re-download the latest software and provisioning data to resolve potential service issues and/or remove applications that may have been installed. (note if a box is moved from one room to another it must be reprogrammed to function correctly) 
   

3. New or Factory Reset Evolve STB Setup
   

1. Setting up the Dish Network Evolve Set Top Boxes is a fairly simple, menu driven process.
   
2. When you power on a new STB for the first time it can take approximately 10 minutes to decompress and install the system software. 
   
3. Once the initial boot up is completed, the Android platform will walk you through the initial setup. First, you'll want to select your language.
   
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4. When asked "Do you have an Android Phone or Tablet you must answer "NO" even if you do. 
   
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5. When asked to select your WI-FI network scroll all the way to the bottom, then back up once with the arrows on the remote to select "SKIP". The provisioning process will automatically tell the Evolve STB which network to connect to.
   
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6. Select the below options for the following menus:
   
1. Terms of Service page: select Accept
   
2. Location: Select NO 
   
3. Help Improve Android TV: select NO 
   
7. After the initial setup is complete, you will be prompted to enter the room number where the box is installed. In most cases this is simply the room number in where you're actually installing.
   
1. For rooms with more than one television per room number: enter the room number then the @ symbol and then the sub location identifier for example: 101@LR for room 101's Living Room TV and 101@BR for room 101's Bed Room TV
2. For public spaces please consult with your MVM Support Agent for the correct room number assigned to that location.
   
8. The next screen will search for the signal coming from your Smartbox. It should find it on channel 98. 
   
1. If the box fails to find its signal or download its programming, please ensure that the coaxial cable is completely screwed into both the STB and the wall. If it still fails, you may try configuring the box in another known working location, then return the box to the correct location to verify if service is operational. If the service now works, you should note the programming failure on a log should further issues occur and support is needed, however the download error may not impact actual TV service in the future. If the box still fails to program in a known working location, or if the programming and operation is successful in a known working location, but fails to operate in the correct location, please contact support for additional help. 
   
9. Once the programming is downloaded, the main menu will boot, and the channels will be downloaded. This typically takes less than a minute and the box will reboot itself shortly thereafter. 
   
10. Once the box reboots it may take a while for the system to completely download the program guide data. This will happen in the background with the box off or as you watch TV, but not while staring at the guide itself. 
    
11. Any system software updates will also download in the background and may cause a newly installed box to reboot itself sometime in the first hour or so following installation. Typically, these reboots go quickly and require no interactions. In the even that a system update fails with an error message, 95% of these errors simply require power cycling the box to reboot properly.
    
12. Please do not hesitate to contact support or if you have any additional questions or issues.