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Hello FDC2, I can assist you with getting your new cable box up and running properly. Do you show any error messages on the screen? Have you tried rebooting the cable box? If the equipment is not X1 or HD there may be a problem with the way your account is coded, please send me a private message with your full name, account number, and street address if you have already rebooted your equipment and still have no success in getting the picture to show.