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Business iQ (BiQ) Self Help Troubleshooting Guide

Printed: 5 July 2021

© FOXTEL Management Pty Ltd 2020

21

Setup Method 1 – Popular Brands:

Was the remote-control successfully programmed using method 1?

•

Yes – Go to

Remote Control Test

•

No – Continue below.

3.

Setup Method 2 – Direct Code Entry:

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Содержание BiQ

Страница 1: ...FOXTEL MANAGEMENT PTY LIMITED Business iQ BiQ Self Help Troubleshooting Guide FBIQ 005 Last Updated 5 07 2021 8 53 00 PM Revision 1 4...

Страница 2: ...Issue e g video from box is too big small for TV 12 15 Video Break up One Box 13 16 Hospitality TV does not Power Up to Box Welcome Screen HDMI port 13 17 Cannot Cast 14 18 Re Boot Box 15 19 Power Cy...

Страница 3: ...oves Around TV Screen One Box No Continue below 5 Note the channel number default is typically 500 Fox Sports News and then channel surf through the channel line up by pressing the CH up key on the Fo...

Страница 4: ...resolved 3 Loss of All FTA and or Foxtel Channels One Box 1 Does property have a vuStreamer Foxtel s IPTV headed Yes Go to Loss of Channels One IPTV vuStreamer Box No Continue below 2 Check signal ca...

Страница 5: ...omatically receive its viewing entitlements If after 2 hours the E message still appears or the matter is urgent continue below Otherwise the issue is resolved No Continue below 3 Press Menu Home remo...

Страница 6: ...e to input reported by TV The TV should now display the output of the box Issue resolved 2 Completely remove each end of the HDMI cable from both the box and the TV see image below Then refit it 3 Doe...

Страница 7: ...er cable if fitted from both the box and the plastic prism attached to the TV see image below Important 4 Pointing the remote control at the LED of the box i e not the TV does the LED now flash on the...

Страница 8: ...h on the box which each remote control Power key press Yes Continue below No IR hardware appears to be faulty If there is another IR extender cable available onsite try replacing the IR extender cable...

Страница 9: ...for Several Channels in TV Guide No Go to Box Down in EzVu 11 Box Down in EzVu 1 Press the Power key on remote control to bring the TV and box out of standby Is the Welcome screen displayed Yes Follow...

Страница 10: ...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 min...

Страница 11: ...nfigured 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 re...

Страница 12: ...ue 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 ba...

Страница 13: ...Continue below 4 If another HDMI cable is available replace the current cable with the new one Note The box and TV communicate over the HDMI cable using protocol called EDID to auto negotiate the vid...

Страница 14: ...o the box Wifi network Yes Continue below No Go to Escalate to Foxtel Commercial 3 Open casting tv page in the Web browser on the mobile device 4 Is the casting tv page open and prompting for a PIN si...

Страница 15: ...TV Does the content display on the TV screen Yes Chromecast is operating correctly Continue below No Go to Escalate to Foxtel Commercial and inform Foxtel that YouTube can cast and the name of the ap...

Страница 16: ...minutes Are you physically in front of the vuStreamer Yes Go to Power Cycle vuStreamer No Go to Re Boot vuStreamer Remotely from EzVu 22 Power Cycle vuStreamer 1 Switch off the power switch on the vu...

Страница 17: ...ogin to EzVu 2 For the property s location select Rooms from the EzVu menu find the box number or room number in the list 6 Does the box requiring PIN reset have a Status of Up as in image below Yes C...

Страница 18: ...g an EzVu Account 1 Login to EzVu e g perform steps in How to Login to EzVu with the logon credentials of a Primary Admin or Co Admin user 2 For the property s location select Config Users from the Ez...

Страница 19: ...upport from the EzVu menu 3 Click View under Front Desk Portal User Guide A PDF document shall be downloaded with full instructions of how to use EzVu 29 Box Requests a Premises ID or a PIN 1 Box has...

Страница 20: ...ming the Remote Control 33 Programming the Remote Control 1 Is the remote reset to factory default Yes Continue below No Go to Resetting the Remote Control to Factory Default 2 The Foxtel remote contr...

Страница 21: ...ing Guide Printed 5 July 2021 FOXTEL Management Pty Ltd 2020 21 Setup Method 1 Popular Brands Was the remote control successfully programmed using method 1 Yes Go to Remote Control Test No Continue be...

Страница 22: ...Business iQ BiQ Self Help Troubleshooting Guide Printed 5 July 2021 FOXTEL Management Pty Ltd 2020 22...

Страница 23: ...o a TV other than Samsung by first performing Setup Method 2 Direct Code Entry in step 3 to program the remote for any TV that is not in the vicinity and then follow the procedure below Samsung UA75RU...

Страница 24: ...the Foxtel remote control s SETUP key bring the TV in out of standby Yes Continue below No Repeat step 5 above 9 The procedure below is only required for the 1st generation Foxtel remote without Foxte...

Страница 25: ...e TV models may turn off too quickly to display the Welcome screen If this is the case the TV may be brought out of standby in isolation from the box e g by using the power button on the TV or pressin...

Страница 26: ...t been detected Check Ethernet cable connections to vuStreamer as per vuStreamer Cable Connections Request property s IT manager run the Unix show interface command for each of the two assigned GbE po...

Страница 27: ...reen can be seen the vuStreamer should also have connectivity Go to Escalate to Foxtel Commercial for Foxtel to check configuration for the specific tuner card The property s IT manager shall need inv...

Страница 28: ...cannot tune to a signal Check input signals connection as per vuStreamer Cable Connections If connections are secure go to Escalate to Foxtel Commercial for Foxtel to check cabling and levels The inp...

Страница 29: ...e allocated to Foxtel Business iQ devices Are all devices in this range Note The MAC addresses for the vuStreamer and SBBs can be found on the label affixed to these devices Alternatively a comprehens...

Страница 30: ...more 1Mbps If the Set Back Box is out of standby and displaying live TV its shall also request the video audio multicast stream associated with the TV station one between 239 0 0 2 10000 and 239 0 3...

Страница 31: ...T or non urgent matter Yes Email issue details to business iq foxtel com au and a Foxtel Business iQ support specialist shall be in contact within a business day to investigate the issue To assist ple...

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