Re-sync the box - Box activation issue

1. Once the test message is viewed, re-sync the box with the customer's account.

2. Re-syncing the box will ensure you're receiving the right channels for your subscription.

Choose from either of the following options to resync the iQ.

1. Resync via button below. This is the easier option.

1. 1. Send a hit by pressing the button below.
   2. Wait for approximately 15 seconds to see if the channel appears. 

         Note: Only press the button below once, as pressing it multiple times will prevent the re-sync from working.

2. Apply Resync Command via CORE.

For iQ3/ iQ4/ iQ5

1. 1. On the CORE side menu, click the Technical tab.
   2. Click the Equipment Hit tab.
   3. Select the STB (Set Top Box) that the customer is experiencing the error code on.

          Note: If the error code is on all STBs, you will need to send hits to each STB individually.

1. 4. Select Re-synch Command from the drop-down list.
   5. Click Send Hit.
   6. Check the History section to ensure that the hit is completed.

For iQ2 and below

1. 1. On the CORE side menu, click the Technical tab.
   2. Click the Equipment Hit tab.  
   3. Select the STB (Set Top Box) that the customer is experiencing the error code on.  

         Note: If the error code is on all STBs, you will need to send hits to each STB individually.

1. 4. Select Reinitialise Converter from the drop-down list.  
   5. Click Send Hit.  
   6. Check the History section to ensure that the hit is completed before sending the next hit.  
      

         Note: If the status of the hit is Failed, re-send the hit. If it fails again, transfer the customer to Technical Support (see FoxPages directory - Foxtel departments). 

1. 7. Select Re-Authorise All Services from the drop-down list.
   8. Click Send Hit.  
   9. Check the History section to ensure that the hit is completed before sending the next hit.
   10. Select Re-synch Command from the drop-down list.  
   11. Click Send Hit. 
   12. Check the History section to ensure that the hit is completed.

If rebooting and resyncing the iQ fails, then

• • do a front-panel reboot
  • If it fails again, then proceed to the next step.