Learn how to fix common issues with your BlueCurve TV Player (XG1v3) by using these troubleshooting tips. This article provides solutions for basic issues like not seeing a picture on your TV, or missing access to channels or apps on BlueCurve TV.

No picture on TV, or BlueCurve TV Player (XG1v3) won't turn on

Trying to watch BlueCurve TV, but can't get a picture? Follow the troubleshooting tips below to get back up and running.


  • BlueCurve TV Player (XG1v3) is unplugged
  • Video cables are unplugged or not plugged in fully
  • Video output is connected to the wrong source
  • Home theatre unit is not powered on or unplugged
  • Power outage

Troubleshooting tips

  1. Check that your BlueCurve TV Player (XG1v3) is plugged in and powered on. When the box is properly powered, it will have a light on the front.
  2. Check that the TV is powered on and set to the appropriate input source for the TV box.




  3. Check that the TV box is powered on and tuned to an authorized cable channel. If the TV is tuned into an unauthorized channel you may receive a blank screen.
  4. Ensure that all video cables between the TV box and the TV are firmly connected.




  5. The coaxial cable feed is firmly connected to the TV box and the wall jack.



    If you have checked all of the above and you are still having trouble, then please also check these:

  6. If the TV box video output is connected to a home theatre unit, verify that the home theatre unit is powered on and set to the appropriate input source.
  7. Ensure the TV box video output is connected to a TV through an HDMI or component cable connection.  
    • Turn the TV power off.
    • Turn the TV box power off.
    • Wait one second and then turn the power back on for both devices.



Unable to access Channels, Apps, or Recordings

If you are experiencing any of these issues with your BlueCurve TV, a system refresh can help.

  • Can't access channels that you are subscribed to
  • Apps such as Netflix or YouTube failing to launch
  • Problems with recordings not working as expected

To perform a system refresh on your BlueCurve TV:

  1. Press the Shaw button on your BlueCurve TV remote.
  2. Select Settings (gear icon).
  3. Select Help.
  4. Select System Refresh.
  5. Select Refresh Now 

The system refresh can take between 5-20 minutes to complete. If you power down your BlueCurve TV Player (XG1v3) during this time, the refresh will have no effect.

Note: A system refresh can only be used once every 24 hours. If you're still noticing an issue after the refresh, please contact us for support.

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