IPTV Tab In Merlin - Article no. 9270

Introduction

• The IPTV Tab in Merlin can show you the diagnostics of an IPTV box in question
  
• These areas of the IPTV tab should be considered when troubleshooting
  

Resolution Steps

IPTV Alert Messages ( top of screen in Red )

• Box X####-####### out of home: Not on customers home network
  
  • Box may be connected to neighbors wifi. error displayed to the customer will be either v404 or v405 

• Box X####-####### out of home: on off-net IP address
  
  
  • Box is not connected to the Astound network. It may be connected to neighbors wifi ect.. error displayed to the customer will be either v404 or v405

• Box X####-####### not found in logs
  
  
  • The box has not made a call into TiVo but is showing as being on the account. If looking at HSD Tools, you will not see a CA Device ID showing
    
    
    1. Check to ensure all of the codes are on the account for this device

2. Send a refresh to the device/balance the account then reboot their box(es) (this will likely require the customer to reboot as it's effectively offline)

• Box X####-####### Bad serial number format
  
  
  • Serial number does not follow the 5x7 for a valid HSN (ie: E2345-678901.. 

• Offline
  
  • The IPTV box is not connecting to the network 

Plus Mark

• Duplicate of some of the router tab info for quick reference
• Router RSSI – Receive side of signal strength
• WiFi Radio Channel
• MAC Address of IPTV box

Box Serial

• Refresh button refreshes IPTV screen without refreshing Merlin
• Serial number of the IPTV Box

Status (Online/Offline)

• Shows the current network status of the IPTV box
• Offline – Troubleshooting network connectivity (Please do not submit case for this error)
  
  • Example: C210, V95

Policy Status (Good/Bad)

• Shows the current policy status of the IPTV box
• Bad – Verify error messaging with customer to determine troubleshooting steps
  
  
  • Ex: V404/V405 - Out of region

Public IP

• Displays the public IP address of the customer modem
• Can verify this against the IP info on the Live Data tab to verify boxes are on correct network

Internal IP

• The local network IP address of the IPTV box

CPU Temp

• Ignore; if customer makes mention of box being warm please ensure box is on a flat surface and has no airflow obstruction

Remote Present (Yes/No)

• Shows if a remote is currently connected

Network Type (WiFi/Ethernet)

• Shows the current connection type if online

RSSI

• Shows the WiFi signal strength between the IPTV box and the Router
• When Ethernet connection is used, RSSI will show N/A
• Below -65 is potentially service impacting
• Red – Likely requires a truck if customer is experiencing intermittent IPTV box issues

Uptime

• Time since box was last rebooted

Reboot

• Reboots the IPTV box
• It takes about 60 seconds for an IPTV box to complete reboot process

*Agent may need to refresh merlin due to caching when IPTV tool is launched

Article ID: 30
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=30