View > RF
Tuners portlet displays RF Signal data and provide
the tools to troubleshoot signal problems. Here, you can gain a broad view of
the current RF tuners' statuses and identify the root cause of problems
associated RF and QAM signal metrics.
Status of Tuners in Use
Overview tab displays the status and measurements of the current tuners in
use. Numbers displayed in red show that they are either below or above the
required threshold. You can search for tuners by Status, Network ID or
Frequency and further filter down by selecting locked/ not locked or uncheck
the "not in use" column to see which tuners are actually in use.
table shows the RF Tuners Overview as it displays for certain STBs.
'locked' state (i.e. locked into a fixed signal)
Signal Strength (power)
Measured in dBm / dBuV/ dBmV
(displayed when Tuner status is locked)
Signal Quality (Bit Error
Measured in bit error rate
of the tuned signal, in errors per 9 bits (displayed when Tuner status is
number of incorrectly received packets divided by the total
number of received packets.
Signal Levels or
BER levels that are either above or below threshold will be displayed in red.
Issues over Time Period
In certain STBs,
the History section displays tuner information. The tuners are automatically
sampled at defined intervals, e.g. half an hour and when the subscriber changes
TV channel. The History tab is divided into three screens with the following
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
For STBs that
Home (Cloud DVR), there is no automatic sampling. In order to sample the
tuner frequency, the CSR needs to click on
Monitoring on the top right of the screen and to set the required
Figure 1. RF Tuning -
Monitoring Scheduling box opens up. Fill in the details as required.
The results will
be shown in the History tab in graph form. The graph displays the sampling for
each tuner in a specific time period. Red indicates that the tuner signal
strength is either below or above the required threshold, while green shows
normal signal activity.
Figure 2. RF Tuning -
For STBs that
support Infinite Home, Signal levels and BER rates can be scanned and
the results displayed in bar charts. Select the
Frequency Scan tab and choose either Single
Frequency (and enter the frequency number) or choose Pre-defined scan; then
Scan. Two bar charts display with information on
Signal Level and Signal Quality. This can be useful for diagnostic purposes.
For STBs that
Home (Cloud DVR), you can choose to export the RT Tuning samples from the
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
Apply Services to
View > Services screen contains a list of
Available Services and Applied Services (that is, those services which have
been pushed to the device.) In this portlet, you can apply a service to a
device, remove a service from a device by uninstalling it and start / stop
Before You Begin
Make sure the
Operation user has created Software Services containing modules. For more
information on creating Software Services and Software modules, see
Manage Software Services
View > Services.
On the left side
of the screen are all the Available Services that have been defined by the Ops
user. Using the "drag and drop" method, move all the required services over to
the right part of the screen.
service will display with the word "Installing".
After a short
period of time, click the Retrieve icon on the top right.
service now displays without the word "Installing" and with the Actions icon.
Notice that in addition, the corresponding Service Modules are displayed in the
Modules section beneath it.
Remove Service from
Note that services that have been
applied globally via a Configuration Set will display with the letters
cs and a CSR cannot remove (uninstall) them.
Click on the Actions icon on
the required Service in the Applied Services section and select
Uninstall Service .
OK in the approval pop up message.
The service will display with the word "Uninstalling".
After a short period of time,
click the Retrieve icon.
The selected Service is now longer applied to the device
and is now displayed in the Available Services section on the left and not in
the Applied Services section.
There are several
editing options for the modules in this portlet. Note that independent modules
will be grouped under a Service named
Other where "independent" is defined as floating
modules that are not associated with any services.
Remember to click
the Retrieve icon after every editing change.
uninstall independent modules that are grouped under the Other Service by
clicking X on the top right of the module. If all independent modules are
removed, the Other service folder also disappears.
Click on the
blue box to stop the module. Once stopped (after clicking Retrieve), the module
status displays as
Click on the
blue triangle to start the module. Once started (after clicking Retrieve), the
module status displays as
Operations user makes a change to one of the modules in the Operations >
Software Services/Modules portlet, a yellow warning icon will be displayed.
From the Actions icon, click Reinstall Service. Once successfully installed and
retrieved, you will see that the version number of the modules displayed has
increased by one.
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. There is also a search filter enabling you to search
via each of the various columns.
Figure 3. View Video Recordings
For devices that support Infinite Home:
There is a Bookings
tab which displays the shows that the subscriber has ordered. The CSR can
delete any of the recordings in any of the columns. Note that the Partial
Recording column is not displayed for devices that support Infinite Home.
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 out of the use quota.
Additional information includes
number, Manufacturer and Model number
Quota: User Quota Usage
(capacity% Used = x GB / Free = y GB).
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.
For devices that
support Infinite Home the GUI will display differently. The temperature tab
displays SOC Temperature and SOC Temperature Threshold. In addition, sampling
for the hard disk temperature has been changed from periodic sampling to
event-based sampling and this will be reflected in the visual display on the
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.
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 select the
language for the error messages to be displayed to the CSR.
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 /