Digital TV: Seeing “Not Authorized” on your TV

The information below covers our Digital TV service/products. For Ignite TV support click here.

If you’re seeing a “Not authorized” message on your TV screen, follow these instructions to solve the problem.

When the issue is with the channel you’re on

You’ll see the message “You are not authorized to view this channel. Please contact your service provider.”

This can happen when you’re not subscribed to a channel, in which case you’ll have to call 1 888 ROGERS1 to subscribe to it.

But it can also be the result of a technical difficulty on the channel broadcaster’s end – meaning you’ll unfortunately have to wait until they bring the channel back online.

When the issue is with your set-top box

You’ll see the message “Your set-top box is not authorized.” The clock on the front panel will also be replaced by four dashes. This is known as Brick Mode, and it happens when your set-top box doesn’t have, or has lost its entitlement from the Rogers server.

Follow these steps to resolve the problem.

  1. Reboot your set-top box by unplugging it and plugging it back in, or by pressing and holding the Power button for 10 seconds
  2. Wait until the receiver goes through the entire booting cycle.
  3. If the error message reappears after the reboot, sign into MyRogers.
  4. Under “My Digital Boxes,” select Reset your Box to reauthorize your set-top box.
  5. Wait 20 minutes for your set-top box to receive reauthorization.

Don’t have a MyRogers account? Call 1 888 ROGERS1 and follow the prompts to reauthorize your set-top box, then wait 20 minutes.