XRAY Toolkit

Question 1

How can you access xRay via Einstein?

Answer 1

Bottom Bar> Toolkits > tv tab> X1>xRay.

Question 2

What are the 3 Main Tabs on the xRay Home Page?

Answer 2

Account
Network Lookup
Bulk Retrieval

Question 3

What are 5 of the 11 ways to search for an account in xRay?

Answer 3

X1 Account ID
Customer name, phone number, email address or email userID
Billing account ID
X1 device ID
eCM MAC Address
eSTB MAC address
Receiver ID
Serial number 
Source ID

Question 4

What are the 6 Main Tabs on the xRay Main Tab?

Answer 4

Account Summary
STB Errors
Account MoCA Network
IP Streams/Downloads
Caller ID On TV
Manage Account

Question 5

What Data is displayed on the ‘Linear’ page in xRay?

Answer 5

Channel Lineup

Tuning History

Question 6

How do you access the ‘Device’ main page in xRay?

Answer 6

Click on the ‘X1 Device ID’, underlined in the 2nd column.

Question 7

How do you evaluate the connectivity between X1 devices in the home in xRay?

Answer 7

From device details click on ‘MoCA Network’ Tab and scroll down to the diagram of devices to check the levels.

Beta: from account details click on the “Account MoCA Network” tab and scroll to the bottom to view the diagram

Question 8

What is the minimum acceptable MoCA Rate between X1 devices in xRay and what does it mean?

Answer 8

If the MoCA Rate is lower than 180 between devices, a truck roll may be necessary.

Question 9

What are 3 of the 4 actions you can take under the ‘Manage Device’ tab in xRay?

Answer 9

Reboot Device
Change Friendly Name
Download Firmware
Device Logs

Question 10

What are the 2 section/tabs on the right side of the screen in xRay?

Answer 10

Manage Device

Manage Account

Question 11

What actions are available from the Manage Account tab

Answer 11

Account refresh, UDB refresh, deduplicate friendly names, deprovision COAM devices, In-Home Check

Question 12

XRE-10002

Answer 12

The TV Box cannot tune due to Tuner Reservation Manager time-out. Typically, the message is displayed on an Xi3 that is trying to contact Tuner Reservation Manager on an XG1. However, the message can happen on an XG1 that is contacting Tuner Reservation Manager on itself.
** use ITG No Picture > Receiving Error Message > Troubleshoot . Tier II if unable to resovle

Question 13

XRE - 10048

Answer 13

Warning Temperature warning! - X1 Error Message
Sub should follow on screen steps to reolve
The information in the Steps to Resolve Issue section above is available on Xfinity.com for all customers. The customer may have attempted the actions listed above prior to calling.

Agents should follow the X1 No Picture Interactive Troubleshooting Guide (ITG) to troubleshoot

Question 14

XRE-22 8021

Answer 14

To activate your On Demand services please call 1-800-COMCAST. Please provide error code XRE-22 8021 when calling ** Denied due to credit Problem