View > RF
Tuners portlet displays RF Signal data and provide
the tools to troubleshoot signal problems. Here, you can gain a broad, but
accurate, view of the current RF tuners' statuses and identify the root cause
of problems associated with tuning, frequency, or errors. In the History
section, the tuners are sampled every half an hour and when the subscriber
changes TV channel.
The RF Tuners
Overview displays the tuners in real-time with signal strength, quality and
frequency for those tuners that are locked into signals. Numbers displayed in
red show that they are either below or above the required threshold.
Channel refers to a specific channel translated from
the equivalent frequency. In devices that do not support this feature, the
column heading is displayed as
'locked' state (i.e. locked into a fixed signal)
Measured in dBm / dBuV/ dBmV
(displayed when Tuner status is locked)
Measured in bit error rate
of the tuned signal, in errors per 10^-9 bits (displayed when Tuner status is
The Tuners section
represents the ratio of failures to total samples for each tuner. These samples
are taken every 30 minutes and/or when the TV channel is changed over a period
of three weeks maximum (or however long is displayed in the History section of
this portlet). Clicking on an individual tuner takes you to a graphical
representation of the results as shown in the History tab.
The Channel section
(may be displayed as Frequency) displays the total percentage of RF Tuning
failures from highest to lowest according to the Frequency (Channel).
Frequencies with ten or less samples are not included in this list. Clicking on
an individual channel takes you to a graphical representation of the results as
shown in the History tab.
This screen displays the
signal strength and quality for each tuner, plotted in a linear progression
over a three week period. The legend at the side shows you the color code for
each tuner and also enables you to filter the results per tuner. The search box
at the top enables you to filter the results according to specific items either
in Time, Tuner, or Frequency (Channel).
This screen displays the
amount of errors or successes in the samples taken for each frequency
This screen displays an
in-depth view of the tuner and frequency statistics, breaking errors down into
four areas: Strength/Quality/Unlocked/Error. It also gives a total error count
at the end. Note that a failure might include errors from more than one
This screen displays RF signal strength and signal quality
historical trend for each quadrant (VL, VH, HL, HH). Displayed for supporting
satellite devices only.
There are several ways for customers to retain privacy over their
viewing habits and not allow Prime Home to collect their data. This can be
configured for the DVR, VOD, and PDL portlets.
Customers who have selected
"Opt-Out" status do not have their information shared in the portlet and the
Retrieve icon is disabled.
Certain columns in the
portlet can either be removed entirely or have the word "restricted" written in
place of actual data.
If the Privacy mode is set
accordingly, then after the CSR clicks the Retrieve icon, Prime Home displays a
pop-up box asking for confirmation that the customer has consented to share
this information. If not, then the data is not displayed.
For more information on Privacy Management, please contact your Account
View > DVR portlet displays a log of video
recordings by the STB.
There are three tabs:
Failed, Partial or Successful recording. Each failed or partial recording is
presented with a reason for the failure. Failed and Partial Recordings provide
Channel name and number, the name of the TV show or movie, scheduled start time
and the reason it failed. Successful Recordings provide Channel name and
number, name of TV show or movie, actual start time and the amount of memory it
takes up in the hard disk.
The Video on Demand
(VOD) portlet allows you to see a list of TV programs that the customer watched
or ordered over the last three weeks and any errors that may have occurred and
some possible causes. The Last Sessions area displays the sessions with
detailed lists of parameters to help you troubleshoot problems.
The Statistics area
shows a graphical representation of successes and failures. One graph
represents a sampling of the last 24 hours and one graph represents all the
sessions displayed in the Last Sessions.
Supporting STBs will
also display Adaptive Bitrate (ABR) statistics.
Download (PDL) portlet allows the CSR to view the latest list of progressive
download assets, (movies or shows, that the end-user has downloaded).
The portlet shows both
the properties of each downloaded program, and the Adaptive Bitrate (ABR)
statistics of each download (throughput, bitrate, and so on). If an error is
detected during the asset download (for example, file size is different than
expected), an error indication is shown to the CSR. Hovering over the
indication icon displays the list of errors. Using the Search in field, the CSR
can also filter the sessions shown in the portlet according to asset title,
status, and start time.
View Hard Disk
View > Hard Disk portlet provides information
on the hard drives attached to the device.
The Overview screen
displays the amount of GB used and the amount left free. Additional information
such as manufacturer, model, serial number, and total capacity, and
Spinning, Standby, Sleep, or Error, temperature and usage.
The Quick Actions
portlet appears on the right of this screen allowing you to format the disk, if
The Temperature tab
displays a graph that plots Hard Disk's temperature over a configurable time
period. Below the graph are various statistics such as the average temperature
over the time period, and so on.
Configure AMS Sample
AMS sampling allows
the Set-Top Box to collect statistics and information about an end-user's
viewing habits. The AMS sample is a profile, that defines for the AMS client on
the STB, how to collect the information, which information to collect and when
to upload it to the server.
Once an AMS sample has been defined via the
Operations > AMS
Samples portlet, the CSR can attach an AMS sample to
an STB in the device's AMS portlet.
The Device View > Error Message portlet displays a list of all the error messages (OSD) that have
been displayed to the customer on his/her EPG.
This portlet provides
you with the following capabilities:
You can choose the
language for the error messages to be displayed to the customer. Contact
Customer Support for more information on language support.
You can click
Expand to drill down to the root cause of the problem and see a recommendation
from Prime Home as to how to proceed.
Configure STB and
The Settings menu
option provides portlets for configuring different types of device settings.
Each parameter shows Current Value, Previous Value and Default Value. If the
current value is different from the default, then the entire row appears in
orange. If the settings have been changed in the last 24 hours, an alert is
The following portlets
Allows you to
view and modify the audio and video related settings, which the customer can
change via the Electronic Program Guide (EPG).
Allows you to
view and modify basic settings, such as the guard time duration (start
recording earlier than published program time and finish recording later, in
order not to miss the beginning and end of the program), managing disk space,
and booking a series to record.
Allows you to
view and modify the user profile-specific settings which the customer can
change via the EPG. These settings include Subtitles, EPG preferences, Startup
and Standby, and General parameters.
Quick Guide to
Troubleshooting Set-Top Boxes
Prime Home Alert
Prime Home Fix
No video on TV
RF Tuner Locking
RF Signal Issues
Various alerts including HDMI error, HDCP
error, Incompatible TV, RF Tuner signals
For the first two causes, navigate to Device View > Quick Actions and select Factory Reset / Factory Reset Retain Wireless /
For RF Tuner issues, navigate to Device View > RF Tuners
Video / audio
RF Tuners issue
RF Tuners Signal Issue
Navigate to Device View > RF Tuners and check Tuner
status, strength and quality. In addition, check the History tab.
Hard disk malfunction that leads to Excessive read / write
High HDD Temperature (due to HDD malfunction or cooling issues)
No free space
Alerts include HDD errors, High Temperature,
Disk Space Usage
Navigate to Device View > Hard Disk and check Hard Disk Status and /or Temperature
Error message on the TV screen
VOD Session issues
Navigate to Device View > Error Messages and check
cause and follow recommendations for fix
Customer unable to watch recorded program
VOD Session issues
Navigate to Device View > VOD and check list of VOD sessions with error indication (e.g. tuning
errors, setup errors, etc)
Customer has wrong language or no subtitles
Wrong configuration of User / AV settings
(e.g. menu language, subtitles , etc.)
Navigate to Device View > User Settings / AV Settings > and check settings and change as required
Customer experiences general STB faults - such as being unable
to change channel or picture freezes
WAN connection is
Navigate to Device View > Quick Actions and select Factory Reset / Factory Reset Retain Wireless /