Cisco prime home Configuring And Troubleshooting Download

Page: 6 / 6

Prime Home Fix

Prime Home Alert

Possible Causes

Customer Complaint

Navigate to

Device View

User Settings / AV

Settings

> and check

settings and change as
required

N/A

Wrong configuration of
User / AV settings (e.g.
menu language, subtitles
, etc.)

Customer has wrong
language or no subtitles

Navigate to

Device View

Quick Actions

and

select

Factory Reset /

Factory Reset Retain
Wireless / Reboot

N/A

Undetermined hardware
failure

WAN connection is down

Customer experiences
general STB faults - such
as being unable to change
channel or picture freezes

Cisco Prime Home User Guide 6.3

OL-32174-01

Configuring and Troubleshooting Set-Top Boxes

Quick Guide to Troubleshooting Set-Top Boxes

Summary of Contents for prime home

Page 1: ...but accurate view of the current RF tuners statuses and identify the root cause of problems associated with tuning frequency or errors In the History section the tuners are sampled every half an hour and when the subscriber changes TV channel The RF Tuners Overview displays the tuners in real time with signal strength quality and frequency for those tuners that are locked into signals Numbers disp...

Page 2: ...Frequency Channel Frequencies with ten or less samples are not included in this list Clicking on an individual channel takes you to a graphical representation of the results as shown in the History tab History tab Description Screen Name This screen displays the signal strength and quality for each tuner plotted in a linear progression over a three week period The legend at the side shows you the ...

Page 3: ...tart time and the amount of memory it takes up in the hard disk View VOD Programs The Video on Demand VOD portlet allows you to see a list of TV programs that the customer watched or ordered over the last three weeks and any errors that may have occurred and some possible causes The Last Sessions area displays the sessions with detailed lists of parameters to help you troubleshoot problems The Sta...

Page 4: ...rtlet the CSR can attach an AMS sample to an STB in the device s AMS portlet Diagnose Customer s Error Messages The Device View Error Message portlet displays a list of all the error messages OSD that have been displayed to the customer on his her EPG This portlet provides you with the following capabilities You can choose the language for the error messages to be displayed to the customer Contact...

Page 5: ...HDCP Authorization Error Incompatible TV model RF Tuner Locking Error RF Signal Issues No video on TV Navigate to Device View RF Tuners and check Tuner status strength and quality In addition check the History tab RF Tuners Signal Issue RF Tuners issue Video audio distortion Macro blocking Navigate to Device View Hard Disk and check Hard Disk Status and or Temperature Alerts include HDD errors Hig...

Page 6: ... Customer has wrong language or no subtitles Navigate to Device View Quick Actions and select Factory Reset Factory Reset Retain Wireless Reboot N A Undetermined hardware failure WAN connection is down Customer experiences general STB faults such as being unable to change channel or picture freezes Cisco Prime Home User Guide 6 3 6 OL 32174 01 Configuring and Troubleshooting Set Top Boxes Quick Gu...

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Summary of Contents for prime home

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