x1 error codes Flashcards
RDK-03001
Start up error: STB stuck at 1 Dot-Card initialization failure. Resolution: Power cycle set top box.
XCL:00001
Unable to Locate Guide of XRE Player Application. Resolution is to reboot STB to clear error and re-establish connection.
XCL:00002 through 00017
The Application could not load the main menu XML. The XRE server was not deployed properly. Resolution is to call dispatch; and follow local escalation process. These codes indicate a potential national outage that a Tech would not be able to resolve.
XCL: 00018
Unable to tune to channel. Resolution is to: verify RF for frequency on tuned channel (i.e. 693 MHz), Verify Entitlements send INT(Moto) or Refresh (Cisco/SA) or power cycle STB.
XCL: 00019 & 00020
Device Registration info not returning. Resolution is to Call Dispatch and Follow Local Escalation Process.
XCL: 00021
Unable to Tune To Previous and Current Channel. Resolution is to verify RF for frequency on tuned channel (i.e. 693 MHz). Verify entitlements; send INT (Moto) or Refresh (Cisco/SA) or Power Cycle STB.
XCL: 00022
VOD returned Error Response. Resolution: Verify entitlements; send INIT (Moto) or Refresh (Cisco/SA) or Power Cycle STB.
XCL: 00023 through 00047
Provision/ Activation errors. Resolution: Ensure Correct account number and phone number from billing/ work order is being entered. Power Cycle STB and re-try onscreen activation (enter account number/ phone number).
RDK-03002
Start up error: STB stuck in 3 dots - Proxy application or CMAC application doesn’t loadResolution: Powercycle STB, check connections and RF levels and verify the STB has an IP address.
RDK-03003
Startup error: STB stuck at 2 dots, DSG acquisition failureResolution: Powercycle STB, check connections (tech) and RF levels (SAHIC)
XCL: 00048 Through 00056
No Host MAC for guide. Resolution: Power Cycle STB to re-establish connection.
XCL: 00057
Failed Entitlement. Resolution: Verify Entitlements; send INIT (Moto) or Refresh (Cisco/SA).
XCL: 00084 through 00088
Failed Connection during reboot/ reconnect of XRE Server. Resolution: Power Cycle STB. Potential national Outage; technician would not be able to resolve. Call dispatch; follow local escalation process.
“No Activation” Screen
Perform WAREHOUSE RESET
Boot does not complete
Send INIT (Moto) or Refresh/Rehit (Cisco/SA).
Entitlements Incomplete/ Missing
Send INIT (Moto) or Refresh/Rehit (Cisco/SA).
RDK-03030
Cant connect to XRE due to internet outage. This error overlay will appear during the boot sequence. Troubleshoot the dots as you normally would.Resolution: reboot/power cycle, possible XRE outage, call dispatch, follow local escalation practices
RDK-03031
Cant connect to XRE although internet is accessible. This error overlay will appear during the boot sequence. Troubleshoot the dots as you normally would.Resolution: wait 5 minutes, Reconnect the STB XRE connection (push power button off and then on) reboot/power cycle STB, call dispatch follow local escalation practices.
RDK-03004
Startup error: STB stuck in 3 dots - STB DOCSIS/DHCP IP acquisition failure.Resolution: Power cycle STB, check connections and RF levels, call dispatch they may need to verify eSTB and eCM MAC in billing.
RDK-03006
Startup error: STB stuck in 3 Dots - STT not available Resolution: Power cycle STB, check connections (tech) and RF levels (SAHIC)
RDK-03005
Start up error: STB stuck in 3 Dots- channel map acquisition: Resolution: Check connections and RF levels
RDK-03007
Start up error: STB stuck in 3 Dots-STB is in disconnected modeResolution: Verify DSG tunnel traffic, ensure the count is increasing to ensure flow
RDK-03008
Start up error: STB stuck at 3 Dots- unknown causeResolution: Power cycle STB, Check connections and RF levels.
Lag between key press and STB response
Poor RF
Blue Screen with “PACE ABL”
Replace STB
Black Screen
Exit->Exit->Exit->Resolution (4-8-0, 7-2-0, or 1-0-8-0)
Error Code 21
Validate RF to ensure channels can tune to QAM frequencies
Cable RF signal level at the desired outlet does not meet requirements.
Isolate and correct the following conditions related to RF signal loss. Look for poor connections; damaged cable or passive devices or excess coaxial cable length
One or more installed MoCA devices fail to establish a MoCA network connection
Isolate and correct RF impairments. Confirm coaxial cable connected to RF IN.
Transmission date rate between the Media Hub and Terminals below 200 Mbps.
Isolate and correct RF impairments or noise in network. To/From variation: check for amp on line; ensure POE filter is in proper locations.
RDK-03010
An error occurred during firmware download, this error overlay would appear anytime a firmware download fails. Most likely it would appear on top on linear videoResolution: Attempt to download new firmware via guide settings if possible, check connections and RF levels, call dispatch and follow escalation practices.
RDK-03030
Cant connect to XRE due to internet outage. This error overlay will appear during the boot sequence. Troubleshoot the dots as you normally would.Resolution: reboot/powercycle, possible XRE outage, call dispatch, follow local escalation practices
RDK-03031
Cant connect to XRE although internet is available. This error overlay will appear during the boot sequence. Troubleshoot the dots as you normally would.Resolution: wait 5 minutes, Reconnect the STB XRE connection (push power button off and then on) reboot/powercycle STB, call dispatch follow local escalation practices.
RDK-03032
Cant connect to the XRE although internet is accessible. This error overlay will appear on top of the linear video.Resolution: wait 5 minutes, Reconnect the STB XRE connection (push power button off and then on) reboot/power cycle STB, call dispatch follow local escalation practices.
RDK-03033
Boot Process: Cant connect to theXRE due to internet outage. This error overlay will appear on top of the linear video.Resolution: Reboot/Power cycle STB, possible XRE outage, call dispatch, follow local escalation practices
RDK-03037
Embedded cable modem is disconnectedResolution: call dispatch follow local escalation practices.
