Follow the guidance below for troubleshooting problems听with Red Button and Connected Red Button.
Red Button听
Follow these troubleshooting steps to resolve issues with Red Button:听
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Perform a factory reset/auto retune听
Both of these听actions will reset the memory of the television/set-top box. A factory reset may be called by another term, depending on your manufacturer. For example, 鈥楩irst time installation鈥 or 鈥楽hipping Condition鈥.听
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Clear memory听
Perform an auto-tune with the aerial lead removed. This will clear the memory and remove the unwanted, stored channels. The aerial lead will then need to be put back in again and a manual re-tune completed. For more information on manual retunes see鈥Manual Retuning - to restore reception or missing channels听 -
Check for updates听
It鈥檚 worth checking that the software that is running your television/set-top box is听up-to-date. Refer to your manual on how to do this.听 -
Check whether your device is听actually using听Connected Red Button听
If you are trying to access Red Button text services, but instead only are presented options to access iPlayer, you are using the Connected Red Button. If your television/set-top box uses Freeview, and you want the red button text services, you could try disconnecting the television from the internet and restart it.听
It鈥檚 possible that your television does not have the technology (MHEG) to support Red Button. This is more common on newer devices. If this is the situation for you, Connected Red Button will be the only option, and the television would need to be connected to the internet.听
Connected Red Button鈥
Follow these troubleshooting steps to resolve issues with Connected Red Button:听
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Restart the television/set-top box and check the internet connection听
It鈥檚 always worth restarting the television, by switching it off at the plug and back on again. And as the Connected Red Button requires the television/set-top-box to connect to the internet, check the internet connection. See whether iPlayer (or another on-demand streaming service) works. If it doesn鈥檛, then the issue is with the internet connection.听 -
Check for updates听
It鈥檚 worth checking that the software that is running your television/set-top box is听up-to-date. Refer to your manual on how to do this.听 -
Check whether your television is听actually using听(broadcast) Red Button听
If your Red Button contains text services, like news, then you are not using the Connected Red Button. Try connecting your TV to the internet if you would like to try Connected Red Button. If you still cannot access Connected Red Button, check whether your television/set-top box supports 鈥楬BBTV鈥, which is the technology required to run Connected Red Button. You may need to confirm this with the manufacturer.听
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