DirecTV C61W User Manual page 31

d. If the client does not have LiveTV, reset the client, wait for client
e. If not resolved, agents setup a service call
f.
If the server is connected to the router wirelessly (HR44 internal Wi-Fi/CCK-W)
then change to a BB-DECA, and refer to "Resetting a Genie with Clients" section
above. If still unresolved, escalate to FPR.
Agent Troubleshooting:
1) Verify the TV is on.
2) On the C61W, verify the front power button lights up solid blue.
a. If blinking Blue, there is a software download in progress. Wait 5
b. If no blue light, troubleshoot for Receiver Will Not Turn On.
3) Channel up or down
4) If video does not return, then turn the C61W Off, then On
5) If video does not appear, then Press Guide on the remote.
a. If the Guide appears, then Continue to Step 6
b. If the Guide does not appear, then follow the below to check
Version 1.0.0 12/16/2016
network LED to turn Green and wait 2 minutes.
If not resolved, Technicians:
minutes
connections and Input
• Press the Input button on the DIRECTV remote.
1. Ask the customer to slowly cycle through the TV's video inputs.
2. If one input setting gives a clear picture with the Guide, advise
the customer to set the TV to that input for DIRECTV service.
• If using HDMI:
1. Turn the TV off and on to reinitialize the HDMI port.
a) If successful, escalate to NET -- noting the customer's TV
model.
2. Verify the HDMI cable is connected to the HDMI jack on receiver
and TV.
3. Disconnect and reconnect the cable from the receiver to the TV;
make sure the connections are secure.
a) This re-establishes the 2 way communication between the
receiver and the customer's TV.
b) If successful, escalate to NET -- noting the customer's TV
model.
4. Try an alternate HDMI jack.
a) Some TVs have more than one HDMI input; make sure to
change the TV input to match the alternate HDMI jack.
5. If there's an A/V receiver or any other device attached, remove it;
run the HDMI cable directly from the receiver to the TV.
6. Try using component cables (i.e., 10-pin Connector) with audio
cables and change the TV input to Component -- Offer Cords &
Cables if needed.
Page 31
User Manual –Wireless Video Bridge Gen 2