VOD Starts, then Freezes- Article no. 5496

Resolution Steps

1. Remove any of the following characters from the account name in ICOMS
   
   1 2 3 4 5 6 7 8 9 0 < > , " & ' 
    
2. Ensure a Sub Account exists on the account
    
3. Verify the Serial Number / TSN Number
    
4. Power Cycle the equipment
5. Send a Balance hit
    
6. If the issue persists, click Create Work Order or Technical Case 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	VOD Issue
     Service Category	VOD issue
     Problem Description	Freezing/Black Screen
     Select	All affected equipment
     VOD/SVOD or asset affected	Title of asset
     VOD issue instance	Date and time of instance
     Add	Valid contact name and phone number

Article ID: 499
Created: March 4, 2024
Last Updated: March 4, 2024
Author: shekhar-retail@teamhgs.com [shekhar-retail@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=499