Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020
12
4.
Replace Ethernet cable between wall plate and box with a new one.
5.
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.
6.
Check internet connectivity on switch port the box is connected to. This can be
achieved by disconnecting the Ethernet cable from the box and connecting it to
a laptop, and then running a speed test (e.g. Speedtest® by Ookla
,
https://www.speedtest.net
) on the laptop. Continue to step 8.
Wifi Connection
7.
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
).
8.
Is there internet access with a download bandwidth greater than 2.7Mbps if
Video On Demand playback is enabled on the box, or 256Kbps (0.256Mbps) if
Video On Demand is disabled?
•
Yes – Continue below
.
•
No – Problem appears to be with internet access for the box. A box requires
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. The minimum internet bandwidth requirement increases to
2.7Mbps if the box needs to playback Video On Demand. Request
property’s IT manager investigate internet connectivity.
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 be sending a request
via
9.
Internet access appears to be blocked for the box. There are no incoming ports
that need to be configured in the property’s firewall for the box. All
communications are outgoing on port 22, 80, 123, 443, 8443 and 8453, plus 53
if the DNS is outside of firewall. Request property’s IT manager confirm the
property’s firewall is configured to allow any outbound traffic on these ports.
Are these ports open?
•
Yes – Go to
Escalate to Foxtel Commercial.
•
No – Network configuration issue. Request property’s IT manager open the
ports for boxes to access the internet to resolve the issue.
14. Screen Resolution Issue (e.g. video from box is too
big/small for TV)
1.
