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DVR Issues

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DVR Issues

IMPORTANT: IPTV boxes do not detect hard drives immediately. Once the customer has plugged in their hard drive, they must perform a power-cycle of the IPTV box so that the hard drive can be detected and/or formatted

Troubleshooting Steps

Is the customer using a USB stick?

Why?
The DVR functionality of our IPTV service does not work properly with USB sticks. The IPTV box will either not detect them or go into standby mode with them. 
How?
Ask the customer.

Is the hard-drive USB-powered?

Why?
If the hard-drive is not USB-powered (has its own independent power supply), the IPTV box will not think that a device is plugged in and will go into standby mode. The hard drive needs to be connected and ready from boot up as it is not plug and play, in some cases the hard drive doesn’t boot up at the same speed as the STB which will be the cause of the issue. 
How?
Verify if the external hard drive needs to be plugged into a power outlet to work.

Powercycle Set-up Box with Hard Drive plugged in

Why?
The IPTV box does not detect or format an external hard drive unless it has been powercycled with the external drive connected. The hard drive needs to be connected and ready from boot up as it is not plug and play. In some cases the hard drive doesn’t boot up at the same speed as the STB which will be the cause of the issue. 
How?
Turn off the IPTV box, plug in the external hard-drive, turn the IPTV box on.

Hard Drive Brand and Model

Why?
We want to keep a tracking of common issues with certain brands of external Hard Drives. 
How?
Ask the customer what model of hard-drive they are using. Have them read the model number off the rear or underside label. Note: IPTV STB’s are only capable of detecting a maximum of 3TB of HD space.

 

==IPTV DVR Template==

-Province:

-Has this service ever worked?

-STB MAC:

-Is the customer using a USB stick?

-Is the hard-drive USB-powered?

-Powercycle STB with Hard Drive plugged in?

-Hard Drive Brand and Model:

***Note: IPTV STB's are only capable of detecting a maximum of 3TB of HD space.


Properties ID: 000602   Views: 541   Updated: 1 year ago
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