Sending Hits and Viewing Results- 1590

Resolution Steps

 

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Please be aware: Sending a balance hit on an account with Digital Phone will reboot the EMTA. Ensure your customer is not on this phone line.

 

 

BOLT | Equipment Tab

    1. Press the Send Balancing Hit Button

    1. A Send Balancing Hit window will appear. Click Continue

    1. A Hit Status window will appear noting that the hit was submitted

    • Any other hits to this converter will be suppressed for 20 seconds

    • Close this window to continue

  • Do not send another Hit until the first one has completed

 

 Using ICOMS when BOLT is down

    1. Equipment Balancing [EB]

  1. Click OK or press ENTER

Please note: Cisco/Scientific Atlanta Boxes and CableCARDs (Texas, Califonia) do not use refresh; they use Update Subscriber. See below.  

 

 BOLT | Equipment Tab

    1. Select the Hits & Detail button next to the equipment in question

    1. From the bottom of the Equipment Details window, choose Refresh Hit from the Send Hit drop-down menu

    1. A Hit Status window will appear noting that the hit was submitted

        • Any other hits to this converter will be suppressed for 20 seconds

        • Close this window to continue
    2. Do not send another Hit until the first one has completed

 

 Using ICOMS when BOLT is down:

    1. Equipment Maintenance screen [BX]

    1. Select the equipment in question

    1. Press the Send Hit button

  1. Choose Refresh from the hit choices

The following signal should only be sent to Cisco/Scientific Atlanta boxes and CableCARDs (Texas, Califonia, and former WOW areas)  in place of the "Refresh" signal other converters use.

BOLT | Equipment Tab


    1. Select the Addl Hits & Detail button next to the equipment in question

    1. From the bottom of the Equipment Details window, choose Update Subscriber from the Send Hit drop-down menu

  1. A Hit Status window will appear noting that the hit was submitted

      • Any other hits to this converter will be suppressed for 30 seconds

      • Close this window to continue
  2. Do not send another Hit until the first one has completed

 

 Using ICOMS:

    1. Equipment Maintenance screen [BX]

    1. Select the piece of equipment

    1. Select Send Hit

    1. Click to the right of Occ 1, under the Addr Type field and hit F4

    1. Page down and select Update Subscriber

    1. Equipment Maintenance screen [BX]

    1. Select the equipment in question

    1. Press the Send Hit button

  1. Choose Refresh from the hit choices

TiVo

BOLT
    1. Choose Addl Hits & Detail button next to the equipment in question

    1. From the bottom Equipment Details window, choose Initialize Hit from the Send Hit drop-down menu, and click the GO! button

    2. A notice that the hit was submitted

        • Other hits to this converter will be suppressed for 30 seconds

        • Close this window to continue
    3. You should not send another Hit until the first one has completed

    1. Customers may see the converter box turn on and off a few times - this is necessary. Please tell them to allow this process to continue - Do not touch the converter box for at least 15 minutes

    1. After the customer has waited 15 minutes, they can start enjoying cable service, however VOD services may take up to an hour to load completely

 

 Using ICOMS when BOLT is down

  1. Equipment Maintenance screen [BX]
  2. Select the equipment in question

  3. Press Sent Hit

  4. Choose Initialize from the hit choices

 

 All Other Equipment

 HD converter First steps

Instruct the customer to turn off the TV and keep it off for at least 15 minutes while you send the converter this signal.

  • In some situations, sending an INIT hit may turn off the TV if it is plugged into the converter. Some HDTV's can become damaged if they are suddenly turned off
 

 BOLT | Equipment Tab

  1. Choose Addl Hits & Detail button next to the equipment in question

  2. From the bottom Equipment Details window, choose Initialize Hit from the Send Hit drop-down menu, and click the GO! button

  3. A  noting that the hit was submitted

    • Other hits to this converter will be suppressed for 30 seconds

    • Close this window to continue

  4. You should not send another Hit until the first one has completed

  5. Customers may see the converter box turn on and off a few times - this is necessary. Please tell them to allow this process to continue - Do not touch the converter box for at least 15 minutes

  6. After the customer has waited 15 minutes, they can start enjoying cable service, however VOD services may take up to an hour to load completely

 

 Using ICOMS when BOLT is down

    1. Equipment Maintenance screen [BX]
    2. Select the equipment in question
    3. Press Sent Hit
    4. Choose Initialize from the hit choices
From the Equipment Tab in BOLT, click the View Hit History button. The Hit History window opens Any results in red are unsuccessful. Please be aware of the following areas:
  • Hit Sent:

      • Y - The interface has successfully reached the equipment

          • This does not mean that the process has completed. The signal has just reached the equipment
      • N - There is a problem with the signal sent to the customer's equipment. Possible interface problems
  • Response Code: Provides a detailed explanation when the Hit Successful or Hit Sent column returns with ERROR or N, respectively. Just hover over
    1. Go to the Operator Main Menu by clicking on MENU on the left navigation menu

    1. Choose option 19 Equipment Detail Maint/Inquiry

    1. Choose Interfaces on the left navigation menu

    1. Look for the interface code for hits sent by Customer Service

  1. Choose the Interface and click on View Primary

      • The second column indicates if a transaction was sent and should have a Y

      • The third column indicates if a transaction was successful. It will have a Y if the transaction was successfully sent. If there is a N then the signal was not successful

    • The fourth column is the type of hit that has been sent

        • I = Initialize Hit

        • B = Balance Hit

      • X = Refresh Hit
    • The last column will be blank if the transaction was successful. If the hit was not successful this column will show a response code

        • If multiple hits have been sent to the same piece of equipment, this column will have an @CM01 code

      • This will happen if you are sending the hits to fast! You can damage the box so don't do this

 


Article ID: 455
Created: February 27, 2024
Last Updated: February 27, 2024
Author: shekhar-retail@teamhgs.com [shekhar-retail@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=455