Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020
10
too slow to cause the box to display box diagnostics. Is the diagnostics screen
below displayed?
•
Yes – Continue below
•
No – Repeat above step.
3.
Is an IP address displayed under SUMMARY INFORMATION PAGE - Ethernet
Connection - eth0 (“
No IP
” should not be displayed)?
•
Yes – Skip to
step 5
.
•
No – Ethernet cabling may be faulty. Replace Ethernet cable between wall
plate and box and check if eth0 now displays an IP address.
4.
Is an IP address displayed under SUMMARY INFORMATION PAGE - Ethernet
Connection - eth0 (“
No IP
” should not be displayed)?
•
Yes – Faulty Ethernet cabling was the problem. Issue resolved.
•
No – The box has not receiving an IP address from the property’s DHCP
(Dynamic Host Configuration Protocol) server and thus cannot access the
internet. Continue below.
5.
Power cycle box by removing power cable for 10 secs and then re-applying it.
Does the box boot to the Welcome screen (it may take up to 10 mins at the
minimum Internet speed of 256Kbps)?
•
Yes – Problem was IP address. The reboot caused the DHCP server to
renew the IP address. Issue resolved.
•
No – Continue below.
6.
Check internet connectivity on switch port the box is connected to. This can be
achieved by disconnecting the Ethernet cable from the box, connecting it to a
laptop, and then running a speed test (e.g. Speedtest® by Ookla
,
https://www.speedtest.net
) on the laptop.
7.
Is there internet access with a download bandwidth greater than 2.7Mbps if
Video On Demand is enabled on the box, or 256Kbps (0.256Mbps) if Video On
Demand is disabled?
•
Yes – There is internet access, but the box is not being assigned an IP
address by the property’s DHCP server to be able to join the network.
Request property’s IT manager investigate the DHCP issue.
