Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020
5
•
Yes – If other boxes can display video for FTA or Foxtel channels there is a
network configuration issue, as the box is unable to access content locally
from vuStreamer but can access remote content from over the Internet. Go
•
No – Loss of IT network connectivity. Follow same steps as
Displayed for Several Channels in TV Guide.
5. Entitlement (“E”) Error on TV Screen
1.
Is a white E210-00 (“Currently unable to view this channel”) on the TV screen?
•
Yes – The box is tuned to a 4K/UHD channel, but the TV either does not
support 4K/UHD or the HDMI input the box is plugged into does not support
HDCP 2.2. Both are mandatory to view Foxtel 4K/UHD channels. Issue can
only be resolved by plugging the HDMI cable from the box into a HDMI port
of a 4K/UHD TV that supports HDCP 2.2 or requesting Foxtel remove
4K/UHD channels for the property.
•
No – Continue below.
2.
Has the box been unplugged from power or disconnected from the satellite
signal for a few days and was only reconnected in the couple of hours?
•
Yes – Wait at least 2 hours for the box to automatically 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 remote-control key to display the Welcome screen.
4.
Navigate right to Settings and press OK on the remote control.
5.
Navigate down to About and press OK.
6.
Note the Serial Number of the box from the TV screen.
7.
Switch off the power to the box at the wall socket (or remove the box plug from
the power point), wait 10 seconds and then switch it back on again.
8.
and request viewing entitlements be sent
for the recorded serial number.
6. Remote does not Bring TV Out of Standby
1.
Press Power key on remote control. Does remote control illuminate red above
the Power key?
•
Yes – Continue below
•
No – Go to
Remote Control Backlight Not Illuminating.
2.
Remote control does not appear to be programmed for the TV. This could be
because it was originally programmed for another model of TV (e.g. in another
room). Reprogram remote (refer to
Programming the Remote Control
). Did this
solve problem?
•
Yes – Issue resolved.
•
No – Continue below.
3.
Go to
Escalate to Commercial Premises
for Foxtel to investigate problem with
remote control. If available, a remote control may be borrowed from another
room and either a) used as is if the other room has the same make of TV, or b)
