Boot-up Issue
Return to main SiteMap
SIP Trunking - Think Access - Troubleshooting - Provisioning Devices - uControl FAQs - Porting - Phone Services - Fax Services - Documents - IP Voice Services - Wholesale Internet Support - Zazeen Agent Support
Microsoft Lync Support - Hosted Lync Support - Think365 Lync Support
Boot-Up Issue
Troubleshooting Steps
Which
Step did it freeze at?
Why?
We need to know which of the 20 initialization steps it freezes at. For
example:
3/20 - DHCP issue (Not receiving an IP)
11/20 - Routing issue (Has an IP but does not have internet)
16/20 - Error timed out by staying on 11 for too long (Make sure port 4446 is
open)
17/20 - Error timed out by staying on 11 for too long (Make sure port 4446 is
open)
How?
Ask the customer which step is the TV stuck on.
Is
the customer’s STB connected at home or did they bring it elsewhere?
Why?
The STB will only work with approved IP addresses. Some customers might even
have issues if they are connected through a VPN.
How?
Ask the customer.
Try
a different Ethernet cable
Why?
Ethernet cables are mass-produced in some factory and are never tested before
being shipped. There is always a possibility that an Ethernet cable is causing
communication issues.
How?
Have the customer swap the Ethernet cable from the modem to the STB. These
cables can be purchased at any electronics shop and even, in most cases, the
dollar store.
60
second modem & STB powercycle?
Why?
Just like any electronic equipment, sometimes giving the device a “fresh”
connection to the network allows it to sort out any bugs that it may have.
How?
Power off both the customer’s modem & STB, wait 60 seconds, power up the
modem first, once light status is good, power up the STB.
Note: If the customer has
a cable internet connection, complete a factory reset on the cable modem (by
removing the coax cable for 90seconds) while it is connected to the STB.
What
is the customer Public IP?
Why?
To ensure that the IP is listing as an approved IP address.
How?
Ask the customer to go to www.whatismyip.com or ipconfig/all in the
command prompt.
Isolate
STB To Modem
Why?
We want to see if the PLC or the customer’s router could be causing their
issue.
How?
Unplug all other devices and plug the STB directly to their modem using an
Ethernet cable.
Do
they have more than 1 STB?
Why?
To Isolate the fault to either STB issue or signal issue
How?
Check Services TAB in DAS or ask the customer
If
yes, are the others working?
How?
Ask the customer to test the other TVs
NOTE: this is only applicable if they have
multiple TVs
==IPTV Boot-Up
Issue Template==
-Province:
-Has this
service ever worked?
-STB MAC:
-Which Step
did it freeze at (i.e. 3/20, ENTONE Logo etc.)?
-Is the
customer's STB connected at home or did he bring it elsewhere?
-Try a
different Ethernet cable?
-60 second
modem & STB powercycle?
-What is the
customer’s Public IP?
-Isolate STB
to Modem?
-Do they have
more than 1 STB?
-If yes, are
the others working?