Resolution Steps

1. Verify the Serial Number  / TSN Number
    
2. Check for outages on the Outages/Reminders Tab in Simon
    
3. Check for any work orders that could be affecting services
    
4. Press Channel Up to make sure the problem isn't just on one channel
    
5. Make sure device is turned on
    
   • All converters have a power light and you should see it lit up in front
      
     • If you do not see power light, press a button on the remote to turn on the device
        
     • If still no power, the device may be unplugged
        
6. Verify the device inputs are correct
    
7. Send a Balance hit
    
8. Power cycle the device
    
9. If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT

• Click Create Work Order or Technical Case, fill out the information as described below and click Submit
   

  Trouble Call or Tech Case	Trouble Call
  Service Category	Cable
  Problem Description	AA - No Picture Cbl (All TV's or Only TV) AC - No Picture AO (One TV of Many)
  Select	All Affected Equipment
  Schedule	First available time that works for the customer