Quick Guide To Troubleshooting Set-Top Boxes - Cisco prime home Configuring And Troubleshooting

Configuring and Troubleshooting Set-Top Boxes
DVR Settings
User Settings

Quick Guide to Troubleshooting Set-Top Boxes

Customer Complaint
No video on TV
Video / audio distortion
Macro blocking
Recording failures
Distorted DVR playback
Error message on the TV
screen
Customer unable to watch
recorded program
OL-32174-01
Allows you to view and modify basic settings, such as the guard time duration (start recording earlier
than published program time and finish recording later, in order not to miss the beginning and end of
the program), managing disk space, and booking a series to record.
Allows you to view and modify the user profile-specific settings which the customer can change via
the EPG. These settings include Subtitles, EPG preferences, Startup and Standby, and General parameters.
Possible Causes
HDMI Connection Error
HDCP Authorization
Error
Incompatible TV model
RF Tuner Locking Error
RF Signal Issues
RF Tuners issue
Hard disk malfunction
that leads to Excessive
read / write errors
High HDD Temperature
(due to HDD malfunction
or cooling issues)
No free space
VOD Session issues
VOD Session issues
Quick Guide to Troubleshooting Set-Top Boxes
Prime Home Alert Prime Home Fix
Various alerts including For the first two causes,
HDMI error, HDCP error, navigate to Device View
Incompatible TV, RF > Quick Actions and
Tuner signals select Factory Reset /
Factory Reset Retain
Wireless / Reboot
For RF Tuner issues,
navigate to Device View
> RF Tuners
RF Tuners Signal Issue Navigate to Device View
> RF Tuners and check
Tuner status, strength and
quality. In addition, check
the History tab.
Alerts include HDD Navigate to Device View
errors, High Temperature, > Hard Disk and check
Disk Space Usage Hard Disk Status and /or
Temperature
OSD Alert Navigate to Device View
> Error Messages and
check cause and follow
recommendations for fix
VOD Alert Navigate to Device View
> VOD and check list of
VOD sessions with error
indication (e.g. tuning
errors, setup errors, etc)
Cisco Prime Home User Guide 6.3
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