Chapter 9 Troubleshooting
Staging Failures
In the unlikely event that a DHCT fails to stage, the tables in this chapter provide the
following troubleshooting information:
The source of the staging failure including symptoms
Possible solutions for the failure
Refer to the tables in this chapter to troubleshoot problems before returning a DHCT
to us. Identify the problem or symptom and try the possible solutions offered.
If the condition persists, or if the symptom is not identified in this chapter, see
Customer Information (on page 109) for information.
Note: Refer to Explorer
®
Digital Home Communications Terminal Troubleshooting Guide
(part number 717867) for additional information on troubleshooting DHCTs.
General Guidelines
Follow these general guidelines as you troubleshoot DHCTs.
Compare the performance of a suspected failed DHCT to a known good DHCT
of the same type and revision.
If you are staging HD DHCTs using coaxial cable connected to the TV input, you
must use the HD Setup Wizard to make sure that the DHCTs are in SD mode.
Always make sure that your RF connections are connected correctly before you
determine whether the DHCT is defective.
Make sure that you use the correct download method for your site's frequency
plan and for the DHCTs that your subscribers use. See Download Methods (on
page 4) for more information.
If you must return a DHCT to us for repair, always use a repair tag to properly
identify the problem.
DVR Requirements
Follow these general guidelines when you troubleshoot DHCTs with DVRs:
Always reformat DVRs before you determine whether the DVR is defective.
Make sure DVRs are properly packaged before you transport them.
Avoid excessive temperature extremes when you stage or install DVRs.
Always make sure that your RF connections are correct before you determine
whether the DVR is defective.
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