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 subscription. Occasionally, this error can also occur when channels have been recently added to your cable box and the signal for the update has not yet been received.

You can find other TV troubleshooting tips with our TV Troubleshooting FAQs to fix common issues.

How to reset the cable box

You can try to fix audio issues by resetting your cable box.  To do this:

  1. Power off your cable box.
  2. Remove the power cable from the back of the unit and unplug the power from the wall or power bar.
  3. Wait 30 seconds and then reconnect the black power cable. It will take between 30 seconds and 2 minutes for the cable box to reboot.
  4. Power on your cable box and test it again.

Video Tutorial: How to reset your Shaw TV Box

Can't view the video? Click here to view on YouTube.


Your guide listing may read: "To Be Announced" for up to one hour after the power reboot. The guide information will automatically re-populate over time.         

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. If you know which package you are subscribed to (as it appears on your Shaw Bill) you can 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. Scroll down and click Manage TV from the My Services menu

Example Television MyShaw.jpg

3. Click View Channels to see your current line-up

My Channels MyShaw.PNG


How to check your connections

You can check the connections on your TV and cable box:

  1. Unplug the power to your cable 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

How to bypass any splitters

To troubleshoot the Not Authorized error, you can try bypassing splitters.  To do this:156797_splitter-1.jpg

  1. Unplug the power to your cable 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 cable box (at the RF IN or CABLE IN port) directly into the cable outlet at the wall
  4. Reconnect the power cable to the cablr 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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