Contents
1. Description
Follow this procedure for rebooting a BiQ box.
2. Tasks
A. Power-Cycle Box
B. How to reboot a box remotely
If the customer is physically in front of the box, proceed to Power-Cycle their Box.
i. Switch off the power to the box at the wall socket (or remove the box plug from the power point) and wait 10 seconds.
ii. Switch it back on again. Does the box boot? (Note: this may take up to 10 mins)
- If Yes - Continue below to iii.
- If No - Go to iv
iii. Does the power-cycle solve the issue?
- If Yes - Issue resolved.
- If No - Go to Escalate to Foxtel Commercial.
screen displayed?
• No – Follow same steps as “Error Connecting to Link” Message on TV Screen.
You can find these flows by retracing the original BiQ troubleshooting discovery flow in Zendesk by following the path shown below and as per the screenshots:
Under Foxtel TV -> BiQ troubleshooting -> What is the issue you are facing -> Choose
Error Message on TV Screens -> Go to either "Error Connecting to Link" message on TV Screen or the "No Data" troubleshooting flow to explore further.
i. Login to EzVu (refer to How to Login to EzVu).
ii. For the property’s location, select “Rooms” from the EzVu menu and find the room assigned to the box.
iii. Click the “+” next to this room to view the box(es) in the room.
iv. Does the box requiring re-boot have a Status of Up (as in image below)?
• If Yes – Continue below to Step 4.
• If No – Re-boot will not work on a box that is Down. Go to Task A, step iv.
v. Click Reboot on the affected room and Yes, when prompted to confirm.
vi. Refresh Browser window after 5 minutes. If the box does not show a Status of Up, refresh the Browser after another 5 minutes (if bandwidth is limited it may take up to 10 minutes for a box to boot). Does the re-boot solve the issue?
• If Yes – Issue resolved.
• If No - Go to Escalate to Foxtel Commercial