This situation also happens when the driver has a problem with the sim card (not authentified).
Emo
Did you try to change tuner settings in Setup - System - Customize - Preffered tuner to auto?
If you look at his screenshots there is no installed tuner to find.
I suggest he open upd the STB and check that tuner has not slipped out of the slot
since they are plug and play. and turm on his DM if tuner stays ice cold its dead/burned