TROUBLESHOOTING CHECKLIST. NO SERVICE (Six to Fix - Decision Flow #10535 ) (Six to Fix - Decision Flow #10535 ) Onset of the call always check for Account.

TROUBLESHOOTINTROUBLESHOOTING CHECKLISTG CHECKLIST

NO SERVICENO SERVICE

(Six to Fix - Decision Flow (Six to Fix - Decision Flow #10535 )#10535 )

Onset of the call always check for Onset of the call always check for Account status Account status

Verify Verify OutageOutage using SCANR using SCANR Run line test Run line test before moving on before moving on to to

troubleshooting.troubleshooting.

No Service: TV - Decision FlNo Service: TV - Decision Flow #11456ow #11456Note :Note : Always run Always run UBBTUBBT onset of onset of

every call. (every call. (quality checkquality check))

ALL TV’SALL TV’S Error screensError screens Blue screen , Snow screen , No Blue screen , Snow screen , No

signalsignal

SINGLE TV OR MULTIPLE SINGLE TV OR MULTIPLE TV TV (BUT NOT ALL)(BUT NOT ALL)

AT&T Blue ScreenAT&T Blue Screen : : Receiver failed Receiver failed to load data from RG.to load data from RG.

No SignalNo Signal : : SnowSnow : Video input : Video input selection or wirings issueselection or wirings issue

""Press OK to watch TV" message : " message : Possible Remote Control is not Possible Remote Control is not programmed to control both TV and programmed to control both TV and receiverreceiver

Red XRed X : Receiver is unable to capture : Receiver is unable to capture in IP addressin IP address

CONTINUATIONCONTINUATION

Client Initialization ErrorClient Initialization Error : Unable to : Unable to retrieve its bootstrap information from the retrieve its bootstrap information from the server.server.

Ways to Verify:Ways to Verify: * * G2G2 * * Network MapNetwork Map Gear or Cog ScreenGear or Cog Screen : Downloading Updates : Downloading Updates

for the receiver.for the receiver.

Note :Note : For For NO SERVICENO SERVICE always check for the always check for the LIGHTS ON THE RGLIGHTS ON THE RG on the first part of on the first part of

the the call to check if call to check if ALL SERVICES DOWNALL SERVICES DOWN..

No Service: HSIA (No InterNo Service: HSIA (No Internet Connectivity) - Decisionnet Connectivity) - Decision Flow #11457 Flow #11457

Check if cu has HSIACheck if cu has HSIA Products tabProducts tab

SdpSdp ScanrScanr

First few basic questionsFirst few basic questions WWired or wireless? ired or wireless? OOperating system ?perating system ?

LLaptop or desktop? aptop or desktop? BBrand of wireless adapters rand of wireless adapters

for wireless?for wireless?

FOR FOR TROUBLESHOOTINGTROUBLESHOOTING

Move on to following the troubleshooting Move on to following the troubleshooting mapped in the article : mapped in the article : No Service: HSIA (No No Service: HSIA (No

Internet Connectivity) - Decision Flow Internet Connectivity) - Decision Flow #11457#11457

Ethernet Connectivity Ethernet Connectivity Troubleshooting – Decision Flow Troubleshooting – Decision Flow

#9644#9644

Troubleshooting PC Connectivity : Troubleshooting PC Connectivity :

as per article after as per article after PC RG and PC RG and RESET RG : RESET RG : "dispatch" "dispatch"

(only if there are other devices (only if there are other devices connected using Ethernet)connected using Ethernet)

No Service: CVoIP - Decision Flow (U-No Service: CVoIP - Decision Flow (U-verse Voice - No Dial Tone, Cannot verse Voice - No Dial Tone, Cannot

Place Or Receive Calls) #11289Place Or Receive Calls) #11289Notes :Notes :

* troubleshoot issues with caller id * troubleshoot issues with caller id

*voicemail *voicemail

* if you are not on cvoip team escalate * if you are not on cvoip team escalate other issues (transfer cvoip calls to other issues (transfer cvoip calls to 256)256)

* But if you are trained to troubleshoot * But if you are trained to troubleshoot uverse voice issues continue with the uverse voice issues continue with the afss article #11289afss article #11289

CONTINUATIONCONTINUATION

Cannot Receive Calls Cannot Receive Calls Cannot Call Specific Numbers Cannot Call Specific Numbers No Dial Tone No Dial Tone Cannot Place or Receive Calls Cannot Place or Receive Calls

TAB FOR CSR PORTALTAB FOR CSR PORTAL

All Services DownAll Services DownTroubleshooting No Picture and Internet Troubleshooting No Picture and Internet

Connectivity Issues - Decision Flows Connectivity Issues - Decision Flows #6676#6676

Installation Set Up Installation Set Up : : check how the cables are supposed to check how the cables are supposed to be connected. (types of cables)be connected. (types of cables)

Notes :Notes : Basic Steps Basic Steps• PC RGPC RG • RESET RGRESET RG • BOUNCE PORTBOUNCE PORT

ENDEND

Inside wiringsInside wirings

INFO ON QUALITY CHECKINFO ON QUALITY CHECK

CRM ACCOUNT STATUS

PRODUCTS TABPRODUCTS TAB

TOOLS TOOLS FROMFROM SCANR SCANR

SDPSDP