Prism troubleshooting: No picture

Seeing the Program Guide, but no picture?

Using the CHANNEL keys, channel up and down to see if the screen unfreezes.

If the screen remains frozen, press and hold the POWER button on the set-top box for 5 seconds to restart. As the set-top box restarts, you will see a progress screen with three dots, Microsoft Media Room screen and the CenturyLink logo before you see video.

If the screen is still frozen, check other televisions that are connected to set-top boxes.  If those screens are frozen, then the gateway may need to be restarted.

Check the lights on your gateway. If the bottom light, marked Internet, is off or red on the gateway, chat online with Prism customer service.

If the second light from the bottom of the gateway, marked DSL, is blinking, chat online with Prism customer service.

If both lights the Internet and DSL lights are solid green on the gateway, then unplug and plug in the power cable on the back of the gateway to restart it.

After restarting the gateway, you need to restart all set-top boxes that are connected to it. Press and hold the POWER button for 5 seconds on each set-top box to restart. As the units restart, you will see a progress screen with three dots, Microsoft Media Room screen and the CenturyLink logo before you see video.

Chat with Prism technical support if you still have no picture.