Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020
11
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No – Continue below.
8.
Request property’s IT manager investigate network connectivity. A box
requires:
a. An IP address to be issued by the property’s DHCP server.
b. A minimum download bandwidth of 256Kbps to boot. It may take up to 10
mins to boot at the minimum bandwidth. The more bandwidth the less time it
takes to boot.
c. A minimum internet download bandwidth of 2.7Mbps to playback Video On
Demand if enabled. Note: If there is between 256Kbps and 2.7Mbps of
internet bandwidth 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
d. The property’s firewall to be configured to allow any outbound traffic on ports
22, 80, 123, 443, 8443 and 8453, plus 53, 67 and/or 123 if DNS (Domain
Name System), DHCP (Dynamic Host Configuration Protocol) and/or NTP
(Network Time Protocol) respectively are managed outside of firewall.
9.
Is the property’s IT network correctly configured?
•
Yes – Go to
Escalate to Foxtel Commercial.
•
No – Network configuration issue. Request property’s IT manager configure
the network as required to resolve the issue.
13. “Error Connecting to Link” Message on TV Screen
1.
Is the port labelled ‘Ethernet’ on the box connected via an Ethernet cable to a
wall plate/socket in the room (see image below)?
•
Yes – Go to step 2 - Ethernet
•
No – Go to step 4 - Wifi
Ethernet
2.
Check the Ethernet cable is securely connected between wall plate and the
box.
3.
Power cycle box by removing power cable for 10 secs and then re-applying it.
Does the box boot (it may take up to 10 mins at the minimum Internet speed of
256Kbps)?
•
Yes – Problem was Ethernet cable. Issue resolved.
•
No – Continue below.
