Can’t Record And Watch Something Else

In some cases we may come across a customer who has a PVR and can’t record and watch something else at the same time.

This would be due to the Stream Count not being set properly in Minerva.  Customer may be unhappy but please be aware that you can adjust the stream count.

This can happen if

1) It is missed at install
2) Someone swapped a STB due to an issue
3) The STB is malfunctioning

Usually it is one of the first two.   Internet Support can update the stream count by following these steps:

1. Go into Minerva and click the Devices option on the left.
2. Search for the customer by Customer ID (which is the account number in ivue)
3. Determine which is the PVR by doing a getstbinfo on all devices.
   1. Non PVRs will say Not a PVR STB     YES
   2. PVRs will say Local PVR enabled     YES
4. Edit that device.  Set the stream count and hit submit.  Review Max Stream Counts for PVR models here.
5. Shortly after that the customer’s PVR will take effect.  Usually within a few seconds.  Just reboot if it takes longer.
6. If the customer is not on Fibre put in a ticket so the bandwidth and stream count can be reviewed.

Now the customer will be able to record and watch something else.