Troubleshooting.

How it works and the installation process plus coverage

Zuku TV has had 4 different sets of decoder types.

ADTH decoder type; CSTB3032z-s, CSTB3032Z, STB1010Z, STB2020Z (oldest decoder types)
ADH Errors

REMARKS

E41 No Program means that the STB cannot read any tables. Under normal circumstances, this
should not ever happen. The only way that I can imagine this error occurring would be if the
headend were not spooling out tables.

So, to troubleshoot this:

- Make sure the customer is not in any menu items. The screen should
typically have the Zuku logo on the screen with the pop-up error.
- Have the customer should verify that they have signal lock by pressing
the signal button on the remote control.
- Both bars should be green. If they are not, then proceed to E48 No
Signal.
- If they are green, Have the customer press exit to leave the signal
strength meter.
- Next, have them hit menu.
o Select Installation
o Enter the PIN (Default is 0000)
o Select Manual Search
o Enter the PIN again (Default is 0000)
- The STB should then go into program search mode. Currently it will find
a total of 70 TV and 37 radio services. If it does not find any programs,
there is likely a problem with the headend, and needs to be escalated
to the NOC for immediate evaluation.

E48 No Signal means that the STB cannot lock onto the signal from the satellite. There are a
variety of reasons for this with the most likely 3 being

o the dish is out of alignment,

o the coax is disconnected from either the dish or STB,
o or the coax has been damaged along the run.
NB:- This assumes that they are not in a rain fade or solar outage.

o E48 can also be caused by failure of the LNB, which is less

common, but can still happen.
 E04 Please Insert Smartcard", //When the VMX unique key be destroy and stay at an scramble
channel

E05 Unknown Smartcard", //Insert an invalid card

E07 Checking Smartcard

E16 E16 Service is currently scrambled", //If cannot descramble current channel then display this
error, may be this STB be not be authorized.

~ Or the channel is not provisioned for that package.

E20 The channel is blocked by parental control", //VMX parental control channel, if input an wrong
password, this error message will be displayed

E21 The channel is blocked by IPPV",

E22 The purse is not enough for IPPV",

E41 No Program

E42 Parental Control Lock", //Our own parental lock channel, if input an wrong password, this
error message will be displayed

"E52 Searching for signal

ADTH Scanning & rebooting procedures

The scanning procedures of all ADTH decoders are the same;

Below are the steps
- Press the menu button on the remote control. The decoder menu should display on
the TV screen.
- Select installation from the options availed and input the password 0000
- Select factory default and press OK button on the remote control
- The scanning procedure then takes place and once done the menu display will be
visible on your screen.
- Press the EXIT button twice in order to clear the screen and view the channels.

ADTH No Video troubleshooting steps for VI3032, vi2020, vi3032z

 First check the decoder is ON and is displaying a red and green light
 Check that the RCA/HDMI cables are properly and firmly fixed in the correct ports on both
decoder and TV set.
  Verify the client is not on the radio mode, client can change this by pressing the TV/radio button
on the remote.
 Verify that the client is on the correct video mode (hdmi mode or AVI mode) on the TV
 If still no video is showing we recommend a quick power cycle to confirm that the Zuku logo is
displaying on the TV set.

No video (CH1010)

 First confirm that the decoder is ON and is displaying a red and a green light.
 Check that the RCA/HDMI cables are properly and firmly fixed in the correct ports on both
decoder and TV set.
 Verify that the client is not on the radio mode, client can change this by pressing the TV/radio
button on the remote.
 Verify that the client is on the correct video mode (hdmi mode or AVI mode) on the TV,
 Client should press the reset button at the back of the decoder then refresh.
 If still no video is showing we recommend a quick power cycle to confirm that the zuku logo is
displaying on the TV set

No signal troubleshooting steps.

Fully ascertain that the error showing on the screen / customer TV (this should be clearly No signal e-48
or e-52 searching for signal error.

 Verify the number of LED lights displaying on the decoder (this should be the red for power and
green for signal.
 Have the customer unplug then plug back the signal cable to the correct terminal at the back of
the decoder labelled LNB1. The RF connector must be firmly connected to the decoder.
 Customer switches to zuku zone and then press SIG or SIGNAL button to indicate the signal
strength and quality. This should be 65% strength and >85% quality.
 If the signal strength is below, verify any weather issue, if there is none then a technician is
recommended, the dish alignment process kicks in.

Missing channel ADTH BOXES CH1010, vi2020, vi3032-z, vi3032-zs)

 First ascertain if customer is missing all or specific channels. The channel missing should be on
the package the customer is subscribed to.
 Verify if the missing channel are on the channel list. (Press the OK button) and by selecting the
channel number by dialling the keypad on the remote control.
  The customer should unplug and plug the signal cable and ensure that it is firmly connected.
 The next step would be to perform an auto search or a factory default of the box. The steps
would be Menu-installation-pass code 0000 or 9427-select auto search or factory default
press okay.
 The customer should then exit and verify if the missing channels are showing, if they are still not
displaying a technician is required to visit site for a realignment of the dish or LNB.

How to set the favourite Channel

Press Menu > Scroll down to Channel Management > Press OK button > Enter password
0000(default) > Identify the favourite channel(s) and mark them by pressing the yellow button >
press exit button > press okay to save the changes.

How to Lock Channel

Press Menu > Scroll down to Channel Management >Press OK button > Enter password 0000(default)
> Identify the channel(s) to lock and mark them by pressing the blue button > press exit button >
press okay to save the changes.

How to set Parental Control

Press Menu > Scroll down to System settings > Press OK button > Scroll down to Parental control and
press OK > Enter the password 0000(default) > Identify the age limit by either pressing the button to
the right or left of OK button > press exit button > press okay to save the changes.

How to do a Manual Search on the decoder

Press Menu > go to installation > key in the password 0000 > select manual search > press O.K and
let the decoder search for the channels.

How to do an Auto Search

Press Menu > go to installation > key in password 0000 > Select Auto search > press O.K and let the
decoder scan for channels >

How to change the password

Press Menu > Scroll down to Change Password > Press OK button > Enter password 0000(default)
>Enter the new password and confirm the same > > press exit button > press okay to save the
changes.

How to download software

Go to menu > Then systems upgrade press OK > Then go to OTA upgrade >Password 0000 >
Press the green button > Software down grade, press OK.

How to check the software version

Press Menu > Scroll down to Information > IRD information > Press OK button > Confirm if the
software version is V4.42 or V1.1.415
Castelnet:

A picture of the Castelnet SAS603 decoder is given below and its scanning procedure follows
thereafter:

Scanning & rebooting process

Press “Menu” on the remote control. The decoder MENU will display on your TV screen.
Select Tools from the Menu list and press “OK” on the remote control
Select Factory settings from the list displayed and press “OK” on your remote
control. The message below will appear:


 Select Yes by pressing the “OK” button on your remote control
 Press “Exit” on the remote control, which brings you back to the main menu
 Select Installation from the list and press “OK” on the remote control
 Select DVBS Installation; choose TP list and press “OK“
 Scan parameters will appear, press the blue button on the remote control to initiate the
search The following box will then appear:

 Select OK by pressing the “OK” button on the remote control
 Now the decoder scans and saves the updated channels. The number of TV Channels
scanned will depend on the channels
 Once the channels scan is complete, press the “OK” button

To confirm the signal strength and quality

 On remote press ‘Menu’
 Select ‘Installation’
 Select ‘DVBS Installation’
 Select ‘Antenna setup’

To confirm the software Version /Check the Serial Number

 On the remote press ‘Menu’
 Select ‘Tools’
 Select ‘Information’
 The Software should read S2G603G002001.2

To Search for missing channels

 On the remote for the decoder press ‘Menu’
 Select ‘Installation’
 Select ‘DVBS Installation’
 Select ‘TP List’
 Confirm the signal strength and quality.
 Press the ‘blue button’ on the remote.
 Press ‘okay’.
 Any missing channel will appear on the list.

Search for free to air channels

 Select ‘Menu’ on the remote for the decoder
 Select ‘Installation’
 Select ‘DVBS Installation’
 Select ‘Single Satellite Search’

6. Parental Control
 Select ‘Menu’
 Select ‘System setup’
 Select ‘Parental Lock’ Input Password
 Then press on the ‘Menu’
 Select the channels you want to lock
 Press the red button on the remote to lock that specific channel.

7. Deleted TV or Radio channels

 Select ‘Menu’
 Select ‘Tools’
 Select ‘Factory settings’
 Press okay.
 Then go to:-
 Select ‘Menu’
 Select ‘Installation’
 Select ‘DVBS Installation’
 Select’ TP List’. {For Subscribed TV n radio channels}
 Or Select ‘Single Satellite Search’ {For FTA’s)

8. No Signal (A blue dot will appear on the screen)

 Check if the cables are well fixed...If Yes.
 Select ‘Menu’ on the remote for the decoder
 Select ‘System setup’
 Select ‘Other LNB {ON}

9. No Signal (Without a blue dot will appear on the screen)

 Check that the RCA cables are properly fixed;
 The yellow cable should be on the yellow port on the decoder and on the TV.
 If the client is using a HDMI cable the TV should be on HDMI mode.
 Note: The yellow cable is for video. Red and white are for audio.

10. To Confirm the Smart Card Number

 Select ‘Menu’
 Select ‘Conditional Access’ About CA

11. To Reset Factory Settings
 Select ‘Menu’
 Select ‘Tools’
 Select ‘Factory Settings’ {select YES}
 Then select ‘TP list’ and ‘single satellite search’

12. To bunch up favorite TV channels

 Select ‘menu’ button.
 Scroll down with the scroll buttons and select “Channel Management”.
 Insert password. Default password, is “0000” if you have not changed
  A list of TV channels is displayed. For the radio channels click on the yellow button to
change.
 To select a favorite channel click on the red button and a channel should pop up on
selection. To remove click on the red button and it will disappear.
 Exit once done.
 Now click on the “Fav” button when you want to change channels, all the best channels
will be within easy reach.

13. To lock channels

 Click on the menu button.
 Scroll down with the scroll buttons and select “Channel Management”.
 It shall prompt you to insert password, do this. Default password if you have not
changed this is “000”.
 It will bring up a list of channels. To lock the channel, click once on the blue button and a
“padlock” should pop up on selection.
 To remove, click on the blue button and the “padlock” will disappear.
 Exit once done.

14. To change your password

 Click on the menu button.
 Scroll down with the scroll buttons and select “Channel Management”.
 It shall prompt you to insert password, do this. Default password if you have not
changed this is “000”.
 It will bring up a list of channels. To lock the channel, click once on the blue button and a
“padlock” should pop up on selection.
 To remove, click on the blue button and the “padlock” will disappear.
 Exit once done.

No signal

First ascertain that the error on the screen has a blue dot on the screen(see below)

 If so have the customer unplug and plug back the signal cable firmly on the LNB terminal. (Note
that loose connection interrupt the signal feed. Therefore the coax must be always firm.
  Verify from the customer the number & color of LED lights showing on the box (the decoder
usually must have 2 active green lights) if only one green light is showing then this would imply
that there is a problem with the signal feed from the antenna (dish)
 Check if the decoder LNB power has been disabled (Menu-system setup-others –LNB power
should be ON)
 Check the signal level (optimum levels are 90 intensity, 70 quality) –Menu-installation-dvbs
installation – antennae set up
 If the signal levels are not at par, verify if there is any weather interruptions, if not then a
technician should visit the site. Dish alignment process applies
Technicolor Decoder

No signal Technicolor Decoder & Changing parental control

1. The Technicolor box displays the no signal error as below (No tv signal, please check that all
cables are well connected, if not please contact customer care).
2. This effect disables functions from the remote control, where only the volume button and
channel + or – buttons are active.
3. The first line of troubleshooting will be to unplug and plug back the signal cable to the RFSAT1
terminal and ensure that it is firmly connected.
4. Switch to channel 1 zuku zone and use the channel to troubleshoot.
5. If the error is still persistent a hard reset is required by long pressing the power button, till the
digital display on the box shows 0000 digits and also the zuku logo on the tv screen.
6. After this proceed to take through the client the first installation setup.

 Select language –English press ok

 Select the tv format ratio (this will auto detect the tv used) press ok and proceed to next
step
  Decoder will lock on zuku network scan the channels TV and radio press ok to proceed.
 Key in parental code of choice and confirm, then press ok
 Key in personal code of choice and confirm, then press ok to finish installation.

Changing parental control code

 Select language –English press ok

 Select the tv format ratio (this will auto detect the tv used) press ok and proceed to next
step
 Decoder will lock on zuku network scan the channels 149 tv and 80 radio press ok to
proceed.
 Key in parental code of choice and confirm ,then press ok

Key in personal code of choice and confirm, then press ok to finish installation

MISSING CHANNELS ON TECHNICOLOR DECODER

Procedure 1
a) Press HOME
b) Select SETTINGS
c) Select TECHNICAL SETTINGS (Use the sideways navigation key)
d) Press OK
e) Select SYSTEM (use the sideways navigation key)
f) Press OK
g) Select SCAN and Press OK to initiate scanning of box.
h) The decoder should scan TV channels and radio channels as well.
i) To exit from the scanning interface press the BACK button and resume to channels.
Procedure 2 - First installation setup.
a) Select language –English press ok
b) Select the tv format ratio (this will auto detect the tv used) press ok and proceed to next step
c) Decoder will lock on zuku network scan the channels 149 tv and 80 radio press ok to proceed.
d) Key in parental code of choice and confirm, then press ok
e) Key in personal code of choice and confirm, then press ok to finish installation

PROCESS TO RESET THE PARENTAL CONTROL AND PIN

To reset the parental control and pin, ask the customer to long press the start button on the
front end of the decoder as demonstrated below:-
The long press is stopped after the --:-- is displayed on the decoder as below.

After the --:-- the decoder will display 00:00 as below

Tv Screen will then display the message first installation as below: ask the customer to press ok.

On pressing ok, Step 2 will appear as below; the customer presses ok and moves to the next step
3
Press ‘Ok’ to proceed to the next step; no verification is needed just press ok.

On pressing ok, the scanning process begins as demonstrated below

Once scanning is complete the customer will get the message ‘Scanning complete’ press ok to
proceed
On pressing ok, customer will be requested to create parental code as below, 0000 is the default
or the customer can use his/her preference.

The customer is then asked to confirm the parental code which should be the same as they put
as the first pin

Once the customer presses ok, the next message displayed is create personal code as below
Note: - Personal code is different from parental code

The customer will then confirm the pin and press ok.
 Please note if the customer keys in the same personal code as parental code the message below
appears and thus customer has to key in a different number.

The customers will the get the message installation complete. Ask the customer to press ok and
the process is complete.

NO video troubleshooting

First check that the decoder is powered on, it should display the channel number on the digital display.
Check that RCA/HDMI cables are properly and firmly fixed in the correct ports on bothdecoder and TV
set.
Verify that the client is not on radio mode, the client can switch by pressing HOME-OK- TV/RADIO- OK
If still no video is showing we recommend a quick power cycle to confirm that the zuku logo is
displaying on the TV set

Skyworth Decoders
No signal troubleshooting

First fully ascertain the error showing on the customer TV screen. The error should display NO- Signal
at the top far left of the screen. On the decoder the channel number will be displaying and without a
Green LED on the display

When the decoder is functioning well it must always have a green light and channel number on the front
panel.

Have th customer unplug and plug back the signal cable to the decoder firmly to the terminal labled LNB
IN. The RF connector must be firm.

Verify if the LNB power has been displayed by guiding the customer through Menu – channel search –
LNB power should be ON, highlight the option and use the sideways navigation keys to change the
status from OFF to ON

Check the signal levels (optimum should be at strength 62%and quality at 48% ) press menu – channel
search- check the levels.

SKYWORTH BASIC TROUBLESHOOTING GUIDANCE

1. To scan for channels
 Select Menu
 Select Installation at the bottom of the screen.
 Select Channel Search
 Ensure:-
 Satellite: SES-5.
 LNB Power: Select OFF or ON.
 LNB Freq, LNB Type: Can’t be edited.
  For DiSEqC1.0, Transponder: Press side arrow list to pop up the list and press top
bottom arrows to select in circle.
 Press OK key to search program.

2. To search for missing channels

 Select Menu
 Select Installation at the bottom of the screen.
 Select Channel Search
 Ensure:-
 Satellite: SES-5.
 LNB Power: Select OFF or ON.
 LNB Freq, LNB Type: Can’t be edited.
 For DiSEqC1.0, Transponder: Press key to pop up the list and press key to select
in circle.
 Press OK key to search program.

3. To bunch up favorite programs

 Select Menu
 Select ‘Channel’ at the bottom of the screen.
 Scroll and select TV Manager
 Press ok
 Press the red button
 Select the favorite channels and press ok.
 Press ok to undo favorite channels
 Press Ok to save changes

4. Parental control
 Select Menu
 Select setting at the bottom of the screen
 Press ok
 Select Parental rating
 Input the password ‘ default 0000
 Select the rating and press ok == Ok is greyed out…why?

5. To lock channels - ‘Program lock’

 Select Menu
 Select setting at the bottom of the screen
 Scroll and select lock
  Input password ‘0000’
 Select program lock
 Scroll using the arrows to enable ‘on’ or ‘off’.
 Or select ‘opt’ to lock the channels

6. To change your password

 Select ‘Menu’
 Select setting at the bottom of the screen
 Scroll and select ‘lock’
 Input your current password – default is 0000
 Scroll down to password change.
 Input the new password and confirm.

7. STB Lock
 Select Menu
 Select setting at the bottom of the screen
 Scroll and select lock
 Input password ‘0000’
 Select STB lock
 Scroll using the arrows to enable ‘on’ or ‘off’.
 Or select ‘opt’ to lock the channels

8. Menu Lock
 Select Menu
 Select setting at the bottom of the screen
 Scroll and select lock
 Input password ‘0000’
 Select ‘Menu lock ‘
 Scroll using the arrows to enable ‘on’ or ‘off’.
 Or select ‘opt’ to lock the channels

9. To confirm smart card No

 Select Menu
 Scroll and select Tool
 Select ‘CA menu’
  Press ok
 Select ‘ca base info’
 View the smart card No

10. To confirm smart card No

 Select Menu
 Scroll and select Tool at the bottom of the screen
 Select ‘Factory default’
 Press ok
 Enter the password default is ‘0000’
 Select and press ‘ok’
 Message displayed will be ‘program is empty’ press ‘ok’ to do an auto search

11. To Delete all channels

 Select Menu
 Scroll and select Channel at the bottom of the screen
 Select Delete all
 Scroll using the side arrows and select ‘delete all’
 Input password
 Message display ‘ program is empty, do you want to do an auto search’
 Press ok to search for the channels.

Cam card troubleshooting

Error – NO CI Module – check to ensure the Ci module card is well plugged into the slot.
Error – You are not entitled to watch this program / scrambled program
 Issue with provisioning on smartbill
 Escalate to zuku
Scanning procedure
Go to the menu on the TV remote
Select “option” from the menu
Go to “first time” installation
Enter pin “0000”
Ensure OSD language “English” & country “Kenya”
Select “off” on Autostand by
Press “OK” – No changes on the settings.
Press OK after confirming the cable is firmly plugged in
Select auto tuning
Select search, press ok
Select yes on the message displayed.
Scan channels and TV works

Parental control
Select menu on TV remote
Select “lock system” press ok
Enter pin number 0000
Select “parental guidance “and choose preferred number

No signal
Check if the cable is firmly plugged in
Then scan the CI module following the scanning procedure

Missing channels
Confirm if there is an outage on the mentioned channels.
Follow the scanning procedure
If issue persists escalates to Zuku

How to confirm the smart card number

Menu on TV remote
Select “channel option” press OK
Select CI information
Select information
Select smartcard
Select information
The smartcard number is displayed as the serial number.

How to reset factory settings

Menu on the TV remote
Select reset
Press yes
Go to first time installation
Enter pin 0000
OSD language “English”
Country “Kenya”
Auto stand by “OFF”
Press ok – No changes on the settings
Press ok after confirming the cable is firmly plugged in
Auto tuning
Select “search” press OK
Select “ Yes” on the message displayed.
Scan the channels and TV works

Confirm signal strength and quality.

Go to menu
Press channel
Press signal information
Quality is 28 and strength is 52
If quality >25 and strength >50 signal is OK
If not check the RF cable
Escalate to Zuku
For deleted channels - CSR follows the scanning procedure.

VERIMETRIX
Verimetrix is a tool used to confirm if a smartcard is entitled that is enabled or not enabled on Smartbill.

To access verimetrix use the URL http://malogs.wananchi.com/SCinfo/

Step 1
Enter the smart card number as shown below and press ‘enter’ button

Step 2

a) If the smartcard is entitled, it will appear as per the below screenshot

b) If the smartcard is not entitled it appears as per below screenshot.

Note:-

1. If you enter non existing smartcard or smartcard with less digits, you will be requested for a
valid STB # eg 1130078665 (10 digits) and below error is displayed on the screen.

Azuri Cam card connection

Install and Configure TV and satellite Connection

Connect the TV power cable and insert the CAM card as shown in the figures below. Once the TV
is powered on, Zuku CAM Card should light red as shown in figure C.
Press ‘Exit’ button on your TV remote control to clear the authentication error. The ‘No Signal’ error
will appear because the dish is not set or the right input source is not selected. Ignore the error and
proceed with the installation steps.

Dish Adjustment Steps

Press Input on your remote and select ‘Satellite TV’ as the input source. Press Menu on your
remote, select ‘DVB-S Manual Tuning’ then scroll down and select ‘SEARCH’. At this point, the
meter lights up and produces a beep. Set the pointer reading on the scale to about 5 using the
knob.
Move the dish slowly in the azimuth direction (left to right or vice versa towards sunset). When
the needle reaches the highest point, stop moving the dish. If the needle reaches the
maximum reading, lower the sensitivity until the needle goes back to around 7. Continue
adjusting the dish until the pointer reaches the highest point. The pitch of the beep goes
higher and the pointer shows more on the scale if you are edging closer to the signal path.
vii. Adjust the elevation and the LNB tilt following the same steps as in (vi) above.
viii. At some point in steps (vi) and (vii) the two horizontal bars on the DVBS Manual Tuning Screen
will be shaded in green. Signal Quality bar should be shaded up to about a quarter while the
Signal Strength bar will be shaded up to about a half.

Zuku Zone will start showing. Press ‘Menu’ on the remote and select ‘Signal Information’ option.
You should be able to see an actual number for Signal Quality and Strength.
Peak the signal by slowly moving the azimuth, elevation and skew angles. A minimum of 20 (for
Quality) and 47 (for Strength) is recommended. It is important to determine the strongest signal
possible before bolting down the satellite dish. Without nudging the dish, make sure all nuts are
tight.
xi. Turn OFF the TV then remove the jumper cable and the satellite _nder and reconnect the LNB
directly to the TV. You can now proceed to scan for channels.

Satellite Channel scanning

Turn on the TV. Press ‘Menu’ and select ‘Auto Tuning’. Scroll down to ‘Search’ and press ENTER on
your remote. Press the left arrow on your remote to start a channel scan process which will take
about a minute. Once the TV is done scanning the channels, it will start showing Zuku Zone.

Press ‘List’ on the remote control, scroll to any of the channels in the package o_ered – preferably
local channels (Citizen/NTV/KTN/KBC) and press ‘Enter’ on the remote control as shown in _gure B
below. The local channels should be able to show. If not, you will either get ‘SCRAMBLED
PROGRAM’ error as shown in Figure C, or ‘NO CI MODULE’ error as shown in _gure D below
The ‘SCRAMBLED PROGRAM’ error is cleared when the CARM CARD is registered and up to date
while ‘NO CI MODULE’ error is cleared when the Cam Card is well inserted into the TV.
In order to be sure that the CAM Card is well inserted, press ‘Menu’ and scroll down to ‘CI
Information’. If the option is highlightable as shown in Figure A or not faded out as shown in _gure
B, it means that the CAM Card is well inserted.
If ‘CI information’ option is not highlightable/faded out as shown in _gure C, then the CAM Card is
not well inserted. Make sure that the CAM Card is inserted as shown in page 11.
How to update the Cam Card
Press menu button on your remote control. Scroll down to ‘CI information’ and then press enter on
your remote control as shown in _gure A. After pressing enter, the Figure B will appear. Scroll
down to ‘Settings’ as shown in Figure B and press ‘Enter’ on the remote Control. After pressing
enter, the Figure C will appear. Scroll down to ‘Software download’ and press enter. The image in
the next slide will appear.
After searching for software download, it will either display a message saying that there is a new
software update or there is no new software update.
• If there is a new software update, select the “update now” option, and then click enter.
• The events should proceed as shown in the 4 images below during software update
• After the software has updated, click exit on your remote control.
• If there is no new software update, click exit on your remote control.
 Common Troubleshooting Errors
 No signal – With a blue dot appearing on the screen
 No signal - without a blue dot on the Television screen
 Missing channels
 Scrambled Channels
 To Confirm the Smart Card Number
 To Reset Factory Settings
 Deleted the TV and Radio channels
 Parental Control
 To confirm the signal strength and quality
 To confirm the software Version /Check the Serial Number
 To Search for missing channels
 Channel(s) Management – ADTH Decoders
 Error messages displayed on the screen
 Technicolor Troubleshooting

No signal – With a blue dot appearing on the screen

No Signal – A blue dot appearing on TV Screen
Customer

Fixes the Signal is

Complains of no signal
cables firmly restored.

Confirms to ensure there

are weather interruptions

Is the
Advises the customer and
weather
No dispositions as first call
confirmed
resolution on crm
ok ?
Customer Service Representative

Yes

Advises the customer to check if

the cables are firmly fixed on the
decoder

Are the Advises the

cables customer to
No
firmly fixed firmly fix the
? cables

Yes

Advises the customer to follow below procedure

 Select MENU from the decoder remote.
 Select ‘SYSTEM SET UP’
 Select ‘Other’
 Ensure LNB is on
A snapshot of the RCA Cables, The name "RCA" derives from the Radio Corporation of America.
Note: - The yellow cable is for video. Red and white are for audio. If the client is using a HDMI (High-Definition
Multimedia Interface) cable the TV should be on HDMI mode. Customer should ensure they select the relevant
input source on the Television.
No signal - without a blue dot on the Television screen
No Signal – No blue dot appearing on TV Screen
Customer

Fixes the Signal is

Reports no signal cables firmly restored.

Confirms to ensure there

are no weather
interruptions

Is the
Advises the customer and
weather
confirmed No dispositions as first call
resolution on crm
ok ?

Yes
Customer Service Representative

Advises the customer to check if

the cables are firmly fixed on the
decoder

Advises the
Are the cables customer to
firmly fixed ? No firmly fix the
cables

Yes
Advises the customer to check on the signal strength by
pressing ‘sig’ blue button on the remote for the decoder.
(Intensity of 90% and above and signal quality of above 70%)
The frequencies are:- (11727, 11746, 11804, 11823, 11880,
11900, 11957)MHz

Confirms service is back

Is the signal strength
within range? Yes and dispositions as first
call resolution

No
Advises to contact installer
for realignment
Missing channels
Missing Channels
Customer

Reports missing
channels

Asks the customer for the

name of the missing channels
and confirms if there is an area
outage.

Advises the customer

Is there channel
outage? Yes accordingly and dispositions
as first call resolution
Customer Service Representative

No
Confirm if the frequencies are 7 (if
Takes the customer through the less than 7, recommend re alignment.
scanning procedure after If 7 and the customer has missing
confirming the signal levels. channels, escalate to noc).

Are the Closes the call and

channels Yes dispositions as first call
back ? resolution

No

Escalates to Noc and copies supervisor on

duty who ensures the customer is contacted
once the issue is confirmed resolved.
Scrambled Channels
Scrambled Channels
Customer

Reports scrambled
channels

Checks to see if the customer has

a package on the account.

Advises the customer on the amount

Does the customer
No to pay and the due date. Dispositions
have a package?
as first call resolution

Yes

Refreshes the decoder and

confirms if the channels are still
scrambled.
Customer Service Representative

Are the channels Confirms issue resolved and

No
scrambled? dispositions as first call resolution

Yes

Check if the equipment

matches on wincable

Does the Gets the correct serial number

equipment No and escalates to supervisor who
macth? assigns the correct equipment

Yes

Confirms with the customer the

names of the scrambled channels and
checks if there is channel outage

Is there Confirm the package against the

channel No channels (advise to upgrade if not
outage? in her package).

Yes

Escalates to Noc and copies follow ups team who

contact the customer once the issue is confirmed
resolved.
To Confirm the Smart Card Number
The customer is guided to on below steps:-

On the Remote for the

decoder Select ‘MENU’

Select ‘CONDITIONAL’

Then go to ‘Access about CA’

To Reset Factory Settings

The customer is guided as follows by the CSR:-

On the Remote for the

decoder Select’ MENU’

Go to ‘TOOLS’

Select ‘FACTORY SETTINGS’

{Select Yes}

Then do a TP list and single

satellite search

END

Deleted the TV and Radio channels

The processes are categorized as below:-
1. Subscribed TV & Radio channels
 On the Remote for the
decoder Select ‘MENU’

Go to ‘TOOLS’

Select FACTORY SETTINGS

{Press Ok}

Select ‘MENU INSTALLATION’

Select’ DVBS INSTALLATION’

Select ‘TP List’ and Delete the

channels you wish to

END

2. For Free To Air Channels

On the Remote for the

decoder Select ‘MENU’

Go to ‘TOOLS’

Select ‘FACTORY SETTINGS’

{Press Ok}

Select ‘MENU INSTALLATION’

Select ‘DVBS INSTALLATION’

Select ‘Single Satellite Search’

and Delete the channels you
wish to

END

Parental Control
The Procedure is as follows:-
 On the Remote for the
decoder Select ‘MENU’

Select ‘SYSTEM SETUP’

Then go to ‘Parental Lock’ and

input password

Press on Menu and select the

channels you want to lock,
Press the red button on the
remote to lock that specific
channel

END

To confirm the signal strength and quality

The process to be followed is as follows:-

On the Remote for the

decoder Select ‘MENU’

Go to ‘TOOLS’

Select ‘FACTORY SETTINGS’

{Press Ok}

Select ‘MENU INSTALLATION’

Select ‘DVBS INSTALLATION’

Select ‘Antenna Setup ‘

END

To confirm the software Version /Check the Serial Number

The procedure to follow is:-
 On the Remote for the
decoder Select ‘MENU’

Select ‘TOOLS’

Select ‘ Information’.
The Software should read
S2A603G003001.3

END

To Search for missing channels

The process to follow is as follows:-
 On the Remote for the
decoder Select ‘MENU’

Go to ‘TOOLS’

Select ‘FACTORY SETTINGS’

{Press Ok}

Select ‘MENU
INSTALLATION’

Select ‘DVBS INSTALLATION’

Select ‘TP List’ and Confirm

the signal strength and
quality

Press the blue button on the

remote. Press okay. Any
missing channel will appear on
the list.

END

Channel(s) Management – ADTH Decoders

Favorite Channel

Press Menu > Scroll down to Channel Management > Press OK button > Enter password 0000(default) >
Identify the favorite channel(s) and mark them by pressing the yellow button > press exit button > press
okay to save the changes.

Lock Channel

Press Menu > Scroll down to Channel Management >Press OK button > Enter password 0000(default) >
Identify the channel(s) to lock and mark them by pressing the blue button > press exit button > press
okay to save the changes.

Parental Control

Press Menu > Scroll down to System settings > Press OK button > Scroll down to Parental control and
press OK > Enter the password 0000(default) > Identify the age limit by either pressing the button to the
right or left of OK button > press exit button > press okay to save the changes.

Manual Search

Press Menu > go to installation > key in the password 0000 > select manual search > press O.K
and let the decoder search for the channels.

Auto Search

Press Menu > go to installation > key in password 0000 > Select Auto search > press O.K and
let the decoder scan for channels >
Change Password

Press Menu > Scroll down to Change Password > Press OK button > Enter password 0000(default) >Enter
the new password and confirm the same > > press exit button > press okay to save the changes.

Software download

Go to menu > Then systems upgrade press OK > Then go to OTA upgrade >Password 0000 >

Press the green button > Software down grade, press OK.

Software Version Check

Press Menu > Scroll down to Information > IRD information > Press OK button > Confirm if the software
version is V1.1.408 (NEW STB) and V4.38. (OLD STB)

OTA Upgrade

Satellite – SES 5

Frequency – 11727

Symbol rate – 27487

Polarization – Horizontal

Download PID – 3804

Table I.D – 156

STATUS OF THE DECODER

Standby

No Signal

Decoder on