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Quick Guide to Troubleshooting Set-Top Boxes
Customer Complaint
Customer has wrong
language or no subtitles
Customer experiences
general STB faults - such
as being unable to change
channel or picture freezes
Cisco Prime Home User Guide 6.3
6
Possible Causes
Prime Home Alert
Wrong configuration of
N/A
User / AV settings (e.g.
menu language, subtitles
, etc.)
Undetermined hardware
N/A
failure
WAN connection is down
Configuring and Troubleshooting Set-Top Boxes
Prime Home Fix
Navigate to Device View
> User Settings / AV
Settings > and check
settings and change as
required
Navigate to Device View
> Quick Actions and
select Factory Reset /
Factory Reset Retain
Wireless / Reboot
OL-32174-01
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