IPTV troubleshooting

TROUBLE SHOOTING

• Error 700……………………………………………..1
• Internet Speed Slow…………………………….2
• IPTV Freezing……………………………………….3
• IPTV Black Screen…………………………………4
• IP Release Problem………………………………5
• Error 500……………………………………………..6
• IPTV Struck on Bootup Screen………………7
• Ethernet Issue………………………………………8

• New IPTV box serial number placed at customer location is different from box details entered in CAF.
• MAC ID is different in field and C-net Portal (Including " : ”). Stock upload issue.
• MAC ID is different in C-net and Middleware server.
• If 1 ONU and 2 IPTV’s are mistakenly added in CAF.
• CAF is in Pending for Provisioning status.
• Services not created in C-net.

• Check CAF status in C-net portal (Active or Pending for Provisioning).
• Check ONU and IPTV serial numbers and MAC ID's available on box with respective details in C-net portal. Mismatch should not be there.
• Check IPTV MAC ID in C-net and respective MAC ID in Middleware portals. Mismatch should not be there.
• Check CAF status and CPE information in C-net portal.
• Check services in C-net.

• ONU and IPTV boxes details should be same as entered in CAF. If mismatch, change the box in field to be in accordance with CAF.
• If MAC ID mismatch between physical box and C-net due to Stock upload issue, then it has to be reported to the respective Marketing Manager.
• If MAC ID mismatch between C-net and Middleware portals then it has to be reported to Middleware team for MAC ID updation in middleware server.

• FUP limit has been crossed
• Bandwidth crunch
• Network condition
• Customer Desktop / Laptop hardware capacity & operating system details.

• Confirm with ISP if the issue is for single customer or total PON/REG / end device.
• If PON/REG / end device is getting affected check if any fiber cut in the upstream network.
• Confirm with ISP from when the issue is being observed (Peak Hours / Always).
• If single customer, check HSI usage date from C-net Portal.
• Check power levels.

• If HSI usage is more than FUP limit, inform ISP that customer will receive 1 MBPS speed.
• If FUP limit is not crossed then inform ISP to do ping test by connecting Laptop directly to the ONU and check latency.
• Browse www.fast.com/, and Click on “GO “to do speed test.
• Reboot the ONU and redo the speed test.
• If speed is not in accordance with Tariff plan, then forward the details (Speed test snapshot and ISP contact number) to Support.

• If ONU Power levels are beyond threshold values (-12db to -27db).
• If REI Errors in that particular PON/REG are in huge numbers.
• Due to cascaded end device's.
• Due to backbone network condition.
• Check if Power levels between Router to end device / end device to end device are within Threshold values.
• IPTV Box malfunctioning.

• Confirm with ISP if the issue is for single channel or for all channels.
• Confirm with ISP if the issue is for single customer or total PON/REG / end device.
• Confirm with ISP from when the issue is being observed (Peak Hours / Always).
• If PON/REG / end device is getting affected check if any fiber cut in the upstream network.
• Check Power levels in ONU and total PON/REG.
• Check REI Errors in ONU and total PON/REG.

• If issue faced by single customer, Power levels are beyond threshold value, inform ISP to clear the losses by cleaning with IP solution or by re splicing the patch cords / fiber.
• Reboot / Reset IPTV box.
• If total PON/REG is freezing, then ISP has to check last mile fiber connectivity from end device to Customer location and clear fiber losses.
• If freezing is observed in total end device need to check power levels between end device - end device & Router - end device. If optical power is beyond threshold value then losses have to be cleared by our field teams.
• If end device is in cascaded connectivity then inform to Support.

• If multicast configuration is missing in Router and first CAF is provisioned in end device.
• If IPTV services are not configured in for that particular CAF.
• Channel stream not received.
• Free to Air Channel package missing in IPTV services.

• Check power levels. Power levels should be in between Threshold value (-12db to -27db).
• Check if first CAF in end device.
• Check if PON/REG is having REI errors.
• Confirm with ISP if the issue is for single customer or total PON/REG.
• Check if Free to Air package is added in IPTV services.
• Confirm with ISP if the issue is for any particular channel.

• Inform to Support team for creating Multicast configuration in Router.
• If end device’s are in cascaded connectivity, IPTV services have to be bypassed.
• Switch-Off IPTV box, restart ONU box and once the ONU box internet LED is on, switch-on IPTV box.
• If IPTV services are missing in , then create the service.
• If IPTV services are available in , then Block and release the service.

• When internet is not available to box and authentication failed.
• When ONU is unable to connect to Middleware Server.
• If IPTV services are not added.

• Confirm with ISP if LAN & Remaining light is blinking or not.
• Check end device / ONT operational status.
• Check Power levels in ONU and total PON/REG.
• Check REI Errors in ONU and total PON/REG.

• Reboot ONU and IPTV boxes and check.
• Ask ISP to check the LAN cable and if found faulty, replace the same.
• Switch-Off IPTV box. Do "Block" and "In-Service" for both Client services (HSI & IPTV) in C-net  and then switch-on IPTV box.
• Reboot ONU and IPTV boxes and check.
• Inform to Support.

• Due to end device age Fluctuations and Earthing Issue.
• Due to malfunctioning of IPTV box

• Confirm with ISP if any Earthing issue or Vend deviceage issue at customer location.
• Confirm with ISP if the Adaptor supplied with the boxes are only used.

• Inform ISP to Reboot the IPTV box and check.
• Inform ISP to reset the IPTV box and check.

• When Ethernet option is Switched Off.
• If LAN cable is not connected properly and LAN light is not blinking properly.

• Check if the LAN cable is properly connected and LAN lights are blinking properly.
• Inform ISP to enable Ethernet: My Account  Settings  More Ethernet

• Inform ISP to Enable Ethernet: My Account  Settings  More Ethernet