Recommended Scripting: I have sent an update to your box which I believe will resolve your fault, the update is currently sitting in the background and will complete overnight when there's no activity on the box. If you prefer, I can send you an SMS with a link to our troubleshooting steps to manually complete the update now.
The process is straight forward to follow, with the update typically taking around 15 minutes to complete. If the issue continues after the update, simply use the online chat button at the bottom of the page and someone will continue where we left off.
- Click on the Activities Tab, then click the Send SMS sub-tab.
- For the Template Type, choose Technical.
- For the SMS Template, choose Front Panel Forced Download.
- Click Send SMS.
- Finally, click the Actions tab, then click Finish to close the article.
Note: If the customer refuses the forced firmware update and the HDMI issue has been ruled out, then proceed to the final step to replace the box.