Related Manuals for Foxtel BiQ
Summary of Contents for Foxtel BiQ
- Page 1 FOXTEL MANAGEMENT PTY LIMITED Business iQ (BiQ) Self Help Troubleshooting Guide FBIQ-005 Last Updated: 5/07/2021 8:53:00 PM Revision 1.4...
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Page 2: Table Of Contents
Blank TV Screen – One Box ......................3 Red “No Signal” Which Moves Around TV Screen – One Box ........... 3 Loss of All FTA and/or Foxtel Channels – One Box ..............4 Loss of Channels – One IPTV (vuStreamer) Box ................. 4 Entitlement (“E”) Error on TV Screen ................... -
Page 3: Blank Tv Screen - One Box
• No – TV is not powered. Power on TV or seek help from property maintenance team to power TV on. Issue resolved. Press the Power key on the Foxtel remote control to bring the TV & box out of standby mode. Is TV out of standby mode? •... -
Page 4: Loss Of All Fta And/Or Foxtel Channels - One Box
• Yes – Go to Re-Boot Box. • No – All FTA channels now have signal as expected. Issue resolved. Loss of All FTA and/or Foxtel Channels – One Box Does property have a vuStreamer (Foxtel’s IPTV headed)? • Yes – Go to Loss of Channels – One IPTV (vuStreamer) Box. -
Page 5: Entitlement ("E") Error On Tv Screen
Business iQ (BiQ) Self Help Troubleshooting Guide • Yes – If other boxes can display video for FTA or Foxtel channels there is a network configuration issue, as the box is unable to access content locally from vuStreamer but can access remote content from over the Internet. Go to vuStreamer Troubleshooting. -
Page 6: Tv Not Displaying Output From Box
Does the box’s LED flash green with each press of the Power key? • Yes – Go to Escalate to Foxtel Commercial. • No – Go to Box Unresponsive to Power Key. -
Page 7: Box Unresponsive To Power Key
Business iQ (BiQ) Self Help Troubleshooting Guide Box Unresponsive to Power Key Check the LED built into the box flashes when the hidden Box Power key (key to right of main Power key as in image below) is pressed on the remote control: Does the box’s LED flash with each key press? -
Page 8: Remote Control Backlight Not Illuminating
• No – IR hardware appears to be faulty. If there is another IR extender cable available onsite, try replacing the IR extender cable, then the prism to see if that fixes the problem. Otherwise go to Escalate to Foxtel Commercial to arrange replacement. -
Page 9: Box Down In Ezvu
Business iQ (BiQ) Self Help Troubleshooting Guide Yes – Issue is isolated to specific title(s). Got to Escalate to Foxtel • Commercial with details of title that cannot be played. • No – Continue below. Login to EzVu (e.g. perform steps in How to Login to EzVu). - Page 10 Business iQ (BiQ) Self Help Troubleshooting Guide too slow to cause the box to display box diagnostics. Is the diagnostics screen below displayed? • Yes – Continue below • No – Repeat above step. Is an IP address displayed under SUMMARY INFORMATION PAGE - Ethernet IP”...
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Page 11: Error Connecting To Link" Message On Tv Screen
Video On Demand may be temporarily disabled (until more bandwidth can be allocated) for a box, room, area or the entire property by sending a request via Escalate to Foxtel Commercial. d. The property’s firewall to be configured to allow any outbound traffic on ports... -
Page 12: Screen Resolution Issue (E.g. Video From Box Is Too Big/Small For Tv)
Connect a mobile device (e.g. smartphone, tablet or laptop) to the same Wifi network as the box (using exactly the same network name/SSID and password allocated to the Foxtel service) and perform an Internet speed test (e.g. Speedtest® app by Ookla, https://www.speedtest.net). -
Page 13: Video Break-Up - One Box
Business iQ (BiQ) Self Help Troubleshooting Guide 15. Video Break-up – One Box Completely remove each end of the HDMI cable, both the connection to the box and the TV (see image below), and then refit it. Is video now OK? •... -
Page 14: Cannot Cast
Wifi network? • Yes – Continue below. • No – Go to Escalate to Foxtel Commercial. Open casting.tv page in the Web browser on the mobile device. Is the casting.tv page open and prompting for a PIN (similar to image above)? •... -
Page 15: Re-Boot Box
TV screen? • Yes – Chromecast is operating correctly. Continue below. • No – Go to Escalate to Foxtel Commercial and inform Foxtel that YouTube can cast and the name of the application and version number that cannot cast. -
Page 16: Re-Boot Vustreamer
Switch off the power switch on the vuStreamer, wait 10 seconds and then switch it back on again to boot vuStreamer. All FTA and Foxtel satellite TV channels will be lost for up to 10 minutes until the vuStreamer boots. -
Page 17: Reset Of Box Parental Control Pin
10 minutes). Does the re-boot solve the issue? • Yes – Issue resolved. • No - Go to Escalate to Foxtel Commercial. 24. Reset of Box Parental Control PIN Login to EzVu (refer to How to Login to EzVu). -
Page 18: Creating An Ezvu Account
Business iQ (BiQ) Self Help Troubleshooting Guide • Yes – Continue below. • No – Cannot change settings in EzVu if a box is Down. Go to Box Down in EzVu. Select “Change Setting” on the desired room. Enter value for desired setting and click check-box to right. The settings that can be changed are shown below. -
Page 19: Ezvu Help
EzVu. 29. Box Requests a Premises ID or a PIN Box has not been fully installed. Go to Escalate to Foxtel Commercial. 30. Box Displays Incorrect Room Number Go to Escalate to Foxtel Commercial to change room assignment. -
Page 20: Resetting The Remote Control To Factory Default
Business iQ (BiQ) Self Help Troubleshooting Guide 32. Resetting the Remote Control to Factory Default Press and hold SETUP key on the Foxtel remote control until the LED above the POWER key blinks twice Press 9-7-7. Did the LED above the POWER key blink four times? •... - Page 21 Business iQ (BiQ) Self Help Troubleshooting Guide Setup Method 1 – Popular Brands: Was the remote-control successfully programmed using method 1? • Yes – Go to Remote Control Test. • No – Continue below. Setup Method 2 – Direct Code Entry: Printed: 5 July 2021 ©...
- Page 22 Business iQ (BiQ) Self Help Troubleshooting Guide Printed: 5 July 2021 © FOXTEL Management Pty Ltd 2020...
- Page 23 • Yes – Go to Remote Control Test. • No – Continue below. Setup Method 4 – Learning from Other Remotes. The Foxtel remote can learn from the TV’s remote (teaching remote). To program the Foxtel remote’s SETUP (hidden key, to left of Power key), VOL+, VOL- and MUTE keys from the learning remote’s POWER, VOL+, VOL- and MUTE keys follow the...
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Page 24: Remote Control Test
Business iQ (BiQ) Self Help Troubleshooting Guide Does the Foxtel remote control’s Vol+/- and Mute keys control the TV volume? • Yes – Continue below. • No – Repeat step 5 above. Does the Foxtel remote have a Foxtel logo? •... -
Page 25: Replacing Remote Control Batteries
Does remote control illuminate red above the Power key with any key press? • Yes – Remote control is operable. Issue resolved. • No – Remote control appears to be faulty. Go to Escalate to Foxtel Commercial to arrange a replacement. - Page 26 Business iQ (BiQ) Self Help Troubleshooting Guide Cooling fans Management port IPTV output Multistacker RF input 2x PSU FTA RF input Earth point AC inlet The performance of the vuStreamer IPTV mini-headend is indicated by its front panel LED behaviour. If all LEDs are green and constantly illuminated, each tuner card is operating correctly.
- Page 27 Business iQ (BiQ) Self Help Troubleshooting Guide Color State Information Troubleshooting Flashing No Configuration Request property’s IT manager check access ☼☼☼ ☼ A given tuner card has to a BiQ server. Connect not been configured yet. (long pause, a computer to the same quick flash;...
- Page 28 Business iQ (BiQ) Self Help Troubleshooting Guide Color State Information Troubleshooting ORANGE Flashing Temperature is too high and Check ventilation above the predefined range. holes are not ☼☼☼☼ obstructed. There (long flash, quick shall be 1RU (4.5cm) pause; 3:1) space above the vuStreamer for heat dissipation.
- Page 29 (TV station). What is the traffic (Mbps)? On which switch port were the measurements taken? 3. Check an IGMP Querier is set within the VLAN(s) allocated to the Foxtel service. On which switch is the IGMP Querier? If PIM is not employed, what is the IP...
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Page 30: Vustreamer Cable Connections
Business iQ (BiQ) Self Help Troubleshooting Guide Traffic less than 2 Mbps - Multicast streams may have been blocked in the core • network. Check all devices with multicast traffic passing through them have the IGMPv2 protocol enabled. Check an IGMP querier is set within the VLAN. -
Page 31: Escalate To Foxtel Commercial
Business iQ (BiQ) Self Help Troubleshooting Guide Failing to do so will result in reduced surge immunity on RF ports. Note: If grounding is not performed the chassis is still grounded via the ground pin of the power outlet, but not as efficiently.
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