Chapter 3
Troubleshooting
3-2
STB-4000 User Guide
Troubleshooting Chart
The STB-4000 Set-Top Box is designed to provide years of trouble-free service. However, if problems
arise with the unit’s hardware or software, you can use this troubleshooting chart to help isolate the cause
of the trouble and in many cases correct it.
Note:
When following the steps is unsuccessful in clearing a problem and the chart recommends that you
contact support, the number to call is 1-877-890-6090.
Important:
•
These troubleshooting procedures assume that the Network connection and Power to the unit have
been tested and are working as they should.
•
The procedures in this chart cover possible hardware and software issues based on the symptoms
they may cause. In many cases, if the cabling connections have been verified and power-cycling the
unit does not correct the problem, it should be replaced.
Problem
Solution
The STB-4000 will not
turn ON (no response).
•
Make sure the 5-volt supply is connected to the AC power source
and is providing the correct voltage. Make sure the DC power plug is
connected to the DC power input on the rear panel.
•
Unplug the Power plug, wait 5 seconds, and plug it back in. Wait three
minutes for the unit to complete its boot process.
•
If the problem persists, replace the unit or contact support.
The unit is ON but not
communicating with
the network (does not
respond to commands).
•
Make sure the LAN cable plug is inserted all the way into the Ethernet
port on the rear panel. Make sure the other end of the LAN cable is
plugged all the way into the network port on the wall.
•
Make sure that the RJ45 plugs on both ends of the LAN cable are
terminated correctly.
•
Unplug the Power plug, wait 5 seconds, and plug it back in. Wait three
minutes for the unit to complete its boot process.
•
If the problem persists, replace the unit or contact support.
No Display On TV
•
Check Power to STB-4000
•
Verify that the STB-4000 is ON.
•
Check HDMI Cables from the STB-4000 HDMI outputs to the TV.
No Communication with
TV
•
Check MPI Cable from MPI Port to TV MPI Port
•
Check IR In/Out cables for non-hospitality TVs
