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Configuring and Troubleshooting Set-Top Boxes
Protect End-User Privacy
There are several ways for customers to retain privacy over their viewing habits and not allow Prime Home
to collect their data. This can be configured for the DVR, VOD, and PDL portlets.
• Customers who have selected "Opt-Out" status do not have their information shared in the portlet and
• Certain columns in the portlet can either be removed entirely or have the word "restricted" written in
• If the Privacy mode is set accordingly, then after the CSR clicks the Retrieve icon, Prime Home displays
For more information on Privacy Management, please contact your Account Manager.
View Video Recordings
The Device View > DVR portlet displays a log of video recordings by the STB.
There are three tabs: Failed, Partial or Successful recording. Each failed or partial recording is presented with
a reason for the failure. Failed and Partial Recordings provide Channel name and number, the name of the
TV show or movie, scheduled start time and the reason it failed. Successful Recordings provide Channel name
and number, name of TV show or movie, actual start time and the amount of memory it takes up in the hard
disk.
View VOD Programs
The Video on Demand (VOD) portlet allows you to see a list of TV programs that the customer watched or
ordered over the last three weeks and any errors that may have occurred and some possible causes. The Last
Sessions area displays the sessions with detailed lists of parameters to help you troubleshoot problems.
The Statistics area shows a graphical representation of successes and failures. One graph represents a sampling
of the last 24 hours and one graph represents all the sessions displayed in the Last Sessions.
Supporting STBs will also display Adaptive Bitrate (ABR) statistics.
View PDL Programs
The Progressive Download (PDL) portlet allows the CSR to view the latest list of progressive download assets,
(movies or shows, that the end-user has downloaded).
The portlet shows both the properties of each downloaded program, and the Adaptive Bitrate (ABR) statistics
of each download (throughput, bitrate, and so on). If an error is detected during the asset download (for
example, file size is different than expected), an error indication is shown to the CSR. Hovering over the
indication icon displays the list of errors. Using the Search in field, the CSR can also filter the sessions shown
in the portlet according to asset title, status, and start time.
OL-32174-01
the Retrieve icon is disabled.
place of actual data.
a pop-up box asking for confirmation that the customer has consented to share this information. If not,
then the data is not displayed.
Protect End-User Privacy
Cisco Prime Home User Guide 6.3
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