Prism troubleshooting: Frozen picture

If your picture is frozen...

Try changing the channel to see if the screen unfreezes.

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

  • If the bottom light on the gateway, marked Internet, is off or red, chat online with Prism technical support. If the second light from bottom of the gateway, marked BROADBAND or DSL/WAN, is blinking, chat with Prism technical support.
  • If both the Internet and DSL lights are solid green, then unplug and plug in the power cable on the back of your 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 units restart, you will see a progress screen with three dots, Microsoft Media Room screen and the CenturyLink logo before you see video.

If you're still having problems with your picture, chat with Prism technical support.