Maestro DVR Troubleshooting

Frequently Asked Questions

I cannot find my "Favourites" folder in my Maestro MENU any longer, where can I find it?

Click on Menu on your remote and scroll right to the Settings folder then click on Menu Customization. Next, scroll to the Heart icon and ensure there is a checkmark in the box on the right. This is your Favourites folder. Once you exit, your Favourites folder should now be back on your main menu.

How do I activate described video?

When viewing the channel/program you wish to enable described video on, press the Info button, then scroll down to the Audio Language option and press OK. This will present you with the available audio options. If described video is available for the program you are on, it will be indicated with (DVS). Scroll up/down to highlight the desired selection and press OK to activate described video.

I am unable to connect to my WiFi Connection.

Most times, a simple reset of the system will restore service. To do so, unplug the power plug on the Maestro Media Gateway and cable modem (if there is one present) for 10 seconds and then plug it back in.

If you still cannot connect to WiFi, you can try the following steps:
Login to the WiFi modem interface by opening your preferred web browser
Enter 192.168.0.1 in the address bar and press Enter on your keyboard
Once the login page loads, enter:
Username: admin
Password: password
Go to the Basic Setup page of the Wireless tab and ensure that Wireless 2.4 GHz is set to “Enabled”
In the bottom-right corner of your screen, double-click the wireless networks icon to check your list of available wireless networks in range. Does your own wireless network name appear in the list?
If not, or if it does but you are unable to connect to it, it is possible that there is interference from other devices in your home may be preventing the connection
Some devices that could cause interference are: cordless phones, microwave ovens, baby monitors, etc. Move these devices away from the Maestro Gateway and/or cable modem (to the other side of the room, or a different room entirely) and test your connection again.
On the Wireless section of your WiFi modem interface ensure the Control Channel is set to Auto.
Within the Wireless section you will see several different types of password encryptions you can try. The most compatible setting for password encryption is: AES + TKIP

If you still cannot connect to WiFi, please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

How do I install the Follow Me TV App that will let me use my Tablet or Smartphone to control my Maestro DVR?

Ensure your Tablet or Smartphone is connected to your home Wi-Fi Network
Go to the Apple App Store and search for "Arris" or go to the Google Play storefront and search for “Espial”
Select the “Arris/Espial Follow Me TV” app and install
Launch the app and follow the on-screen instructions

I’m downloading the Follow Me TV App, and was asked to ‘pair’ my Maestro with my Android/iOS device. How do I do that?

Check to ensure you are on your home WiFi network
Click the “menu” button on your Maestro remote and scroll horizontally to Settings. Then scroll down until you see ‘Access to Media Player’ (or ‘Eastlink Maestro’) and press OK.
Press ‘add’ to generate an 8 digit pairing code.
Enter this pairing code into the app.
Once you see a ‘SUCCESS’ message on the TV screen, you have successfully paired the app with your Maestro.

Why did the recording I tried to play not start from the beginning?

If the recording was previously viewed on another TV, it will resume from the point at which the playback stopped. You can play the recording from the beginning by selecting Start Over from the Info menu.

Is it possible to record a PPV to be watched at a later time?

For more information about ordering a PPV event click here.

I’m getting the error message “Error 5102 – An error occurred during media playback”. What should I do?

This message occurs when a media player has lost its connection to your Maestro DVR Network. These interruptions are rare and usually brief. Pressing exit to close the error and trying again is usually all you need to do.

If the problem persists, please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

I’m getting the error message “Signal loss detected. Check cable connection”. What should I do?

This message occurs when the signal strength in your home suffers some loss or interruption. Please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

How do I hide channels that I don’t wish to see in my Guide?

Press the MENU button on your remote
Using the right or left button (on either side of the OK button), highlight Settings.
Using the up or down button, highlight Channel List and press OK.
You will see a list of every channel in the guide, including ones to which you do not subscribe.
Note the squares beside each channel.
A gold square indicates a channel that is not hidden in your Guide.
A darkened blue square indicates a hidden channel.
To hide a channel, highlight it in the channel list and press OK. The gold square will turn dark blue.
To unhide a channel, highlight it in the channel list and press OK. The dark blue square will turn gold.

How do I set up my favourite shows to be featured in the Guide?

Use Search to find the show you wish to add as a favourite
Once the show is selected, press the INFO button on your remote
From the Info options, highlight “Add item to favourites” and press OK on your remote.
You can view all the shows you have marked as a favourite by selecting the big heart icon in the MENU.

To remove a show as a favourite:
Press MENU on your remote control, highlight the big heart icon to view your list of favourites and press OK. Select the show you wish to remove and press OK on your remote control.

How do I set a Parental PIN on shows that I would like to block access to?

Press the MENU button on your Maestro remote
Using the right or left button (on either side of the OK button), highlight Settings.
Using the up or down button, highlight Parental Controls and press OK
If you have not yet created a PIN, you will be prompted to create one now. Once you’ve created a PIN you will be brought to the Parental Controls menu.
Using the right arrow button, you will need to set separate Parental Controls for TV content, Movie content, specific channels, and OnDemand/PPV content.
The 4 Hour setting allows you to set a rule, so that unlocked content is automatically locked again after 4 hours.

Note: Parental Controls will need to be set separately on each of your Maestro Media Players.

I’ve forgotten my Parental PIN, how can I re-set it?

Please contact Technical Support by calling 1-888-345-1111 or click the live chat button for instant help.

I’m planning on buying an eSATA external hard drive to expand my Maestro DVR storage capacity.

Eastlink recommends eSATA drives with 7200 RPM and a minimum 16 MB buffer.

How do I sign out of Netflix on my receiver(s)?

From within the Netflix system, use your arrow buttons on the remote control to access the menu on the left
Once there you would select Get Help
Then select Sign Out

These steps need to be repeated on any other receivers you wish to no longer have signed in to Netflix.

My Maestro receiver freezes up when I am watching Live TV, Netflix or YouTube.

Unplug your Maestro receiver power cord from the wall then plug the receiver’s power cord back in and try again.

Need further assistance? Please contact us by calling 1-888-345-1111 or click the online chat button for help.