TECH PAGE - WOW TV+ Things to Know

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Things to Know:

Power Connection- There have been some documented issues with WIFI on Set Tops connected to some power strips. If possible have the customer plug the box directly into the wall.

Verify Customers HSD Network- Use all resources to check for any HSD issues. Check signal and RF history in Cable Medic. Use the dartboard to look for HSD trouble calls on the same node prefix

that the customer is on. Also, check for any network saturation. Checking For HSD Service Group/Network Congestion

Standby-One quick press of Power Button and the light on the Set Top needs to turn blue. Wait 5 minutes (use for updating APK firmware)

Wow TV+ stuck at an activation or blank screen

If a customer is stuck at an activation or blank screen and cannot proceed further, this also means that they are unable to clear cache/data as they cannot navigate through the menu. In cases like these a master reset can be performed.

Press and hold the power button on the tv+ box itself, while doing so unplug and reinsert the power cord, once the Android Recovery screen appears the power button may then be released.

From there select wipe data/factory reset, once complete select reboot system now.

The box will then reboot and ask to reactivate. However this process also wipes any prior updates, so the box will need to then be placed into standby mode for five minutes for it to update to the current version.

PBA001 Error Troubleshooting:

1. Start by Clearing Cache: see bow for steps

2. Reboot

3. If the issue persists, Clear Data and Reactivate the Set-top

4. If Clearing Data does not resolve, create a trouble call for the customer.

Clearing Cache Troubleshooting Steps

The first step would be to Clear Cache on the set-top box.

Go to the gears icon
Select “Apps”
Select “See all apps”
After show all apps there should be Show System Apps
While in SYSTEM APPS scroll all the way to the bottom and select “WOW TV”
Select “Clear Data” or “Clear Cache” and select “OK”
When clearing data, this does require re-activation of set-top boxes. You will see a Gray Screen on the TV, press the “Home” button on the WOW! tv+ remote and to restart the box. Once the box reboots, you will see the activation screen.
Follow the activation steps on the set-top box.

PBA102 and PCA102 Error Troubleshooting:

1. Ask the customer if the set-top box is connected to a power strip or wall outlet. If the powerstrip, have them move it to the wall outlet.

2. Verify what is affected. Is it all channels, one channel, one recording, VOD, etc...

3. If it's all channels then it is most likely an Internet issue. Have the customer try the Youtube app to verify if internet is working

4. If Youtube doesn't work then troubleshoot HSD issues. If Youtube does work, try clearing cache, then standby for 5 minutes and then reboot the settop.

5. If it's one channel it may be that the channel is currently out for IPTV. Verify the channel byasking NOC Management or ask Video assurance to do the same. If the channel is verifiedout, open a notice and escalate to Video assurance.

6. If it's a recording that is having an issue, get all the pertinent information as to what was recorded that isn't playing back, Is it all recordings for that channel that have an issue or is it one show/time frame? Do other channels record fine for the customer?

7. If it is a VOD asset not playing, Can the customer watch any VOD? If its one asset please get the exact name of the asset and broadcast channel its listed under and open a ticket for Video assurance Team.

PBA400 Error Troubleshooting:

1. We would first need to check account information throughout the tools to ensure the services are set up correctly. A step by step demonstration can be found on IPTV Troubleshooting.

2. Once account information has been verified and equipment has been validated. We need to validate if YouTube is working. This will show us if there is a good HSD connection to the set-top box or not. To do this, In the Home Screen got to Apps & Games

3. Under Apps & Games select YouTube app and try to play a video

4. If YouTube does not work:

a. Figure out if there is a good Wifi connection or if there are any HSD issues impacting customer connection.

5. If YouTube does work Clear Cache

6. After clearing the cache, put the set-top in Standby for 5 minutes by pressing the power button once.

7. Next, have customer reboot the set-top box

8. if still not working, Clear Data

9. Once clearing the data, the customer would need to Reactivate the set-top box.

10.After reactivating, put the set-top in Standby for 5 minutes by pressing the power button once.

11. Reboot the set-top again.

12.If issues persist, create a trouble call for the customer.

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Things to Know:

Wow TV+ stuck at an activation or blank screen

PBA001 Error Troubleshooting:

PBA102 and PCA102 Error Troubleshooting:

PBA400 Error Troubleshooting:

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