Author: Marcel

Sometimes customers may call and report that their entire Mac computer freezes when they connect to WiFi when using a Comtrend or Smart rg modem. This is due to a bug in OS X 10.6.8 and earlier, that is resolved in newer versions.   It is a well documented issue online. …

You may get requests from customers who have recently received a mail quota message asking what their current usage is. Please inform the customer this information can be obtained by logging into web mail. Go to hay.net Log into webmail Look at the bottom left of the screen.  There will …

We reproduced this issue with an Entone Janus PVR and an Entone Amulet HD at the customer’s house.  Everything like wiring, modem config, checks out fine. We are able to watch something fine on WHDVR however when we fast forward more than 10x the speed the picture completely freezes or …

Logging Into Arris Modems When logging into an Arris Cable Modem from NOMS click the HTTP link while viewing the subscriber in NOMS.  On the Arris Status page click Wireless. Username: technician Use the Password Of The Day program to generate today’s password.   Download it here if you don’t have …

Sometimes a customer may find that certain emails are going straight into the Junk folder in webmail or an e-mail client setup as IMAP.  If the message is being sent via a form on the customer’s website try this.   View the message in the customer’s junk folder via webmail.   Go …

Sometimes we receive calls from customers who would like to have all music channels and French channels blocked so they don’t have to scroll through them in the guide. We could walk customers through doing this on the STB if they want to know how to do it.  If they …

We have come across this problem a number of times with customers who use very long HDMI cables (ie: longer than 8′).  Customers experience the TV screen going in and out to a black screen. So far the solution is to change the resolution from 1080p to 720p.  The black …