On Screen Messages

Dish Network provides many technical equipments such as dish antenna, satellite receiver, DVR etc ., to their subscribers, to receive the Satellite TV service. Sometimes, these technical equipments may fail to provide Satellite TV service due to some problems. In order to solve such technical problems, Dish Network delivers ‘On Screen Messages’ to their subscribers.

‘On Screen Messages’ are error messages that will appear on subscribers’ TV screen notifiying about the type of problem. These messages have unique numbers like 311, 006, 587, 588, 005, 013, 014, 002, 015, 004, 502, 019, 127, 987, and 989 and so on. Each unique number lists the cause for the technical problem as well as instructions to troubleshoot the problem. They are enlisted below:

On Screen Message 311

Cause for the problem:

Some problem with subscribers’ hard disk drive.

Troubleshoot the problem:

Subscribers need to reset their Dish Network Satellite receiver by unplugging its electrical cord from the AC power outlet and keep their Dish Network’s Satellite receiver unplugged for 15 seconds. After sometime subscribers need to plug in the receiver again and turn it on.

On screen message 006

Cause for the problem:

Dish Network Satellite receiver’s pay-per-view limit is over and subscribers need to renew it by downloading information via phone line.

Troubleshoot the problem:

Subscribers need to connect an alternate (not previously used) phone line to their Dish network Satellite receiver.

Step 1

After making connections, Subscribers need to verify their phone service whether the calls are going for 1-800 or 1-900 phone numbers or not.

Step 2

If subscribers are using DSL service, then they need to check that filter is connected directly from the phone jack to a phone line that is plugged into the receiver’s PHONE JACK.

Step 3

Subscribers need to check their telephone connection with Dish Network Satellite:

  1. Press the ‘MENU’ button on the remote, from the on screen menus select ‘System Setup’, ‘Installation’ and then ‘Phone System’.
  2. In ‘Phone System’ select ‘Phone Type’ as ‘Touch Tone’ or ‘Rotary’ (if applicable).
  3. Subscribers must enter ‘Prefix Code’ by Selecting ‘Prefix Code’ and enter ‘Prefix’ number in order to dial before accessing an ‘Outside Line’. ‘Prefix code’ may vary in different phone services. In order to enter correct ‘Prefix code’, Subscribers need to contact VoIP (Voice over Internet Protocol) service provider for detailed router instructions and support.

On Screen Message 587 or 588

Cause for the problem:

Subscribers’ Dish Network Satellite receivers are not connected to their phone lines.

Troubleshoot the problem:

Subscribers need to connect the phone line to Dish Network Satellite receiver. After the connection, they need to check the steps given below:

Step 1

Subscribers need to verify their phone service by calling 1-800 or 1-900.

Step 2

If subscribers are using DSL service, they need to check that filter is connected directly from the phone jack to a phone line that is plugged into receiver’s PHONE JACK.

Step 3

Subscribers must enter ‘Prefix Code’ by selecting ‘Prefix Code’ and enter ‘Prefix’ number in order to dial before accessing an ‘Outside Line’. ‘Prefix code’ may vary in different phone service. In order to enter correct ‘Prefix code’, subscribers need to contact VoIP (Voice over Internet Protocol) service provider for detailed router instructions and support.

On Screen Message 005,013 or 014

Causes for the problem:

  1. Subscribers’ Dish Network Satellite receivers are not activated to receive Dish Network Satellite TV service.
  2. Subscribers are trying to watch a channel that is not included in their programming package.
  3. Subscribers’ Dish Network Satellite receivers may have missed monthly service updates because their Dish Network Satellite receivers are unplugged from the power outlet.

Troubleshoot the problem:

For troubleshooting this problem, subscribers need to check the following steps:

Step 1

Subscribers need to check the channel number using one of the channel directories given below:

  1. Standard Definition Directory.
  2. High Definition Directory.
  3. Latino Directory.

Step 2

If a channel is not included in subscribers’ programming packages, then they can include that channel through anyone of the following options:

  1. Subscribers can use Dish Home Interactive (channel 100) for choosing their programming package.
  2. Subscribers can use ‘My Programming’ by logging into their account and follow the step by step instructions.
  3. Subscribers can contact customer service of Dish Network.

Step 3

If subscribers are trying to watch the channel that is already included in their programming package, then they need to reset their Dish Network Satellite receiver by unplugging its electrical cord from the AC power outlet and keep the electrical cord unplugged for 15 seconds and plug it back again.

Step 4

If subscribers’ Dish Network Satellite receivers are unplugged for several days, then they need to check with their satellite cable connection whether it is connected properly or not. After checking the cable connection, subscribers need to power off their Dish Network Satellite receiver for 15 minutes to update the service.

On Screen Message 002, 004, 015, 502

Cause for the problem:

These messages appear on subscribers’ TV screens, when TV Satellite signals are interrupted. The causes for this problem are enlisted below:

  • Weather Condition may disturb the TV Satellite signal temporarily.
  • Dish antennas may be unable to receive the TV Satellite signal due to obstructions made by branches of trees or other foliage between Dish antenna and TV satellite.
  • Loose cable connections between dish antenna and Dish Network’s satellite receiver.
  • Improper alignment while mounting dish antenna.

Before troubleshooting this problem, subscribers need to check with the following steps:

  1. If subscribers are experiencing worse weather condition currently, then they need to wait for that worst weather condition to get cleared.
  2. If subscribers have severe weather like storm wind, then they need to check their dish antenna whether it is properly aligned or not.
  3. Subscribers need to check that there are no obstructions between the dish antenna and TV Satellite before troubleshooting.
  4. If subscribers are facing major changes in the setup of their Dish Network system such as reinstallation, then they need to contact Dish Network’s customer care service.

Troubleshoot the problem:

For troubleshooting this problem, subscribers need to check the two steps given below:

  • Subscribers need to check cables connections at the wall plateand to the port labeled ‘SATELLITE IN’ on the back of the receiver.
  • Subscribers need to reset their Dish Network Satellite receiver by unplugging its electrical cord from the AC power outlet and keep their Dish Network’s Satellite receiver unplugged for 15 seconds and plug it again.

On Screen message 019

Causes for the problem:

  • Subscribers might have inserted Dish Smart card improperly in their Dish Network Satellite receiver.
  • Subscribers’ Dish Network Satellite receiver may need to be reset.

Troubleshoot the problem:

For troubleshooting this problem, subscribers need to check with the three steps given below:

Step 1

Subscribers need to open the smart card door on their Dish Network Satellite receiver and remove the smart card in order to check whether it is inserted correctly or not, with colored side facing up and arrow on the smart card facing into the Satellite receiver.

Step 2

Subscribers need to reset their Dish Network Satellite receiver by unplugging its electrical cord from the AC power outlet and keep their Dish Network’s Satellite receiver unplugged for 15 seconds and plug it again.

Step 3

If subscribers’ Dish Network Satellite receivers are kept unplugged for several days, then they need to check the satellite cable connection whether it is connected properly or not. After checking the cable connection, subscribers need to power off their Dish Network Satellite receivers for 15 minutes to update the service.

On Screen Message 127, 987 or 989

These messages appear on subscribers’ TV screen for smart cards replacement or upgrade. The smart card replacement or up gradation is often done by Dish Network for security purposes. After receiving new smart cards from Dish Network, subscribers need to follow the instructions that come along with the cards to avoid loss of TV programming.

If subscribers are receiving messages on their TV screen to replace their smart cards and they have not yet received smart cards from Dish Network, then they need to call Dish Network at 1-888-230-7836.


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