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Image Quality

Troubleshooting Steps

Check Input Setting

Why?
It's possible the customer may be on the wrong input setting on their TV

How?
Have the customer cycle through their TV inputs.

Error Messages

Why?
If the customer is getting an error message, please include it in your ticket.

How?
Ask the customer if they are seeing an error message on their screen when trying to watch TV.

Can The Customer Bring Up The Guide?

Why?
We need to know if the STB is sending any image at all to the customer's screen. We also need to know if the STB is responding to remote commands.

How?
Have the customer press guide on the remote control.

Does Channel 1 Work?

Why?
Channel 1 is Zazeen's information channel. This channel is broadcasted without encryption. If this happens on all channels except for channel 1, this generally points to the customer's STB not being authorized on the encryption server.

How?
Have the customer go to channel 1 using their remote.

Does The Issue Occur On All Channels?

Why?
To confirm it is not an issue with a channel stream. On rare occasions a multicast and uni-cast stream will be sent from the broadcaster with image quality issues, confirm on the testing station if this is the case.

How?
Have the customer cycle through channels and see if the issue is ever-present.

Check Internet Connection Speed

Why?
A minimum of 5Mbps is required for full HD streaming.

How?
Have the customer do a speed test from a PC connected to the modem via Ethernet cable.

 

 

Check For Packet Loss

Why?
When packets are lost it means information is being lost. This can affect the image or sound quality.

How?
Walk the customer through opening a Command Prompt window and then have them type in ping google.ca -n 25 and hit enter . This will cause the customer to ping out to google.ca 25 times.

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.

Try The Other Inputs On The TV

Why?
We need to make sure that the television input is not what is causing the issue.

How?
Have the customer plug the STB to another input of the television and test that one.

Try Another Output Method From The STB

Why?
We do this because we want to see if the STB will send a signal to the Television using one of the alternate output methods (RCA/Component)

How?
Using one of the alternate output cables that came with the STB, have the customer connect it to their TV and powercycle the STB

Some televisions do not have HDMI input. If a customer has no HDMI on their TV, you can suggest the customer purchase an HDMI to Component adapter. This will allow them to use the HDMI output on the STB and still have the correct connection on their TV

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.

Try Another Cable

Why?
HDMI and Component Video cables, much like Ethernet cables, are mass-produced wires. We cannot assume that a cable is working perfectly if all other testing has failed.

How?
Have the customer swap the HDMI/Component cable from the STB to their television. These cables can be purchased at any electronics shop and even, in some cases, the dollar store.

 

 

Try Another Ethernet Cable

Why?
As with all other wires, Ethernet cables can become damaged over time.

How?
Have the customer swap the Ethernet cable connecting the STB to the modem.

 

==IPTV Image Quality Template==

-Province:

-Has this service ever worked?

-STB MAC:

-Does this occur on all channels (if not, which channels)?

-Have you tried the other inputs on the TV?

-Speed?

-Packet loss?

-Isolate STB to modem:

-Try a different Ethernet cable:

-60 second modem & STB powercycle?

-Try another HDMI cable:

-Have you tried another output method from the STB?


Properties ID: 000603   Views: 541   Updated: 1 year ago
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