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Troubleshooting Steps

Error message?

Why?
We need to know if the customer is getting a specific error message on their screen or not. Please include the exact message in your ticket. 
How?
Ask the customer if they see an error message on-screen when trying to watch TV.

Can the customer bring up the guide?

Why?
We need to know if the IPTV box is sending any image at all to the customer's screen or not. We also need to know if the IPTV box is responding to remote commands. 
How?
Have the customer press guide on the remote control.

Does this occur on all channels?

Why?
Finding out if this happens on all channels or not can help us rule out if this issue is isolated to a specific channel or if it happens on all of them. Generally, if it happens only on one channel, it's due to there being maintenance being done on our end. 
How?
Have the customer cycle through channels and see if the issue is ever-present.

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 IPTV box not being authorized on the encryption server. 
How?
Have the customer go to channel 1 using their remote.

Ping 67.55.1.38 -n 50 (encryption server)

Why?
It is possible that the issue is related to intermittent packet loss with the encryption server. Every now and again, the STB will confirm the encryption keys however, if it fails to do so because of packet loss, the result will be that the customer can only view Channel 1 and none of the other channel streams will work.
How?
Have the customer run "ping 67.55.1.38 -n 50" in a command prompt window.

Sent Packets: 
Received Packets: 
Percent Loss:

 

 

Is The STB Connected Directly To The TV?

Why?
If the STB is sending its signal through another device before reaching the television (HDMI splitter, amplifier, etc) we need to remove these from the sequence so that we can rule out that equipment as being at fault.

How?
Have the customer plug the STB directly to the television using the HDMI/RCA/Component cable(s).

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.

 

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-Province:

-Has this service ever worked?

-STB MAC:

-Error message?

-Can the customer bring up the guide?

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

-Does channel 1 work?

If yes, PING 67.55.1.38.

Sent Packets:

Received Packets:

Percent Loss:

-Is the STB plugged directly to the television?

-Is the TV set on the correct input (HDMI/Video)?

-Have you tried the other inputs on the TV?

-Have you tried another output method from the STB?

-60 second modem & STB powercycle?


Properties ID: 000605   Views: 628   Updated: 2 years ago
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