Reboot STBs
For nearly all IPTV troubles, start by rebooting ALL IPTV STBs.
Stuck at 11/20
For DSL customers, the modem may not be using a standard config file. See about updating the config file. If you’re in a rush and just want to fix it, log into the modem via MER and go to Advanced Setup\LAN. Select the IPTV Interface Group. Be sure IGMP Snooping is set to Standard Mode.
For Fibre customers using Calix 844E or GS4220E u6, run Custom Task to be sure the config file is re-loaded as it may have corrupted memory due to power flickers/outages/etc…
Can’t Connect COAX Bridge
First, verify if the STB is connected via COAX or Ethernet by looking at the back of the STB.
If it is fed via COAX, go down to the ONT or Router and find the Actiontec MoCA adapter near it. Reboot it. Then try rebooting the STB once again.
If it is fed via Ethernet and it keeps rebooting back to “can’t connect COAX bridge”, and it is not a PVR, have the customer factory reset the STB. Then be ready to hit the Menu key when it reboots. Once in the menu, change the Network Mode to Ethernet. Then save and reboot once more. If it still gives the error, escalate to repair.
STB Slow To Respond To Remote
Reboot ALL STBs. If it is still slow, re-load the config file via Custom Task for 844E or GS4220E u6 or manually for SmartRG modems.
Change Closed Caption Settings on Entone STBS The Easy Way
Press the asterisk key on the remote to cycle through the CC options.
Reboot Sequence for Actiontec Mocha Adapter Setups
Reboot the Actiontec Mocha Adapter near the router first. Then reboot the Actiontec Mocha Adapter at the STB. It may be a STB that has built in Mocha so there may not be a second Actiontec Mocha Adapter.
IPTV Asking For Activation Code
The activation code is their Ivue Account Number. It is also printed on the top right of their bill.
Customer Does Not Like New Skin
This is unfortunate but we had no choice and had to take the new skin when we upgraded to 5.7. There is no option to change this. Please do not escalate any tickets regarding this issue.
Second TV Connect To Entone Via Coax Not Working
Enable RF Output in Hardware Settings. It may have reverted if it was previously working.
- Go to menu
- Settings
- Default password is 1234
- Scroll down to Hardware Settings
- Make sure RF Output is set to On
- Go all the way down the list of options and choose Submit
- Reboot the STB