Cisco Headend System Release 2.7 Design Guide
Chapter 4 Troubleshooting SDV System Issues
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Troubleshooting Scenarios
This section identifies the SDV troubleshooting scenarios that could arise in the field,
and includes the steps for resolving these scenarios.
and includes the steps for resolving these scenarios.
The most common issues are described and diagnostic measures are presented to
help you to determine why these issues might be present.
help you to determine why these issues might be present.
Note: Suggested resolutions are provided for two groups: field technicians and
Customer Service Representatives (CSRs).
Customer Service Representatives (CSRs).
Subscribers Are Seeing a Black Screen on an SDV Channel
Description
No picture is displaying for SDV channels on the television screen.
Possible Causes
An authorization issue exists at the source.
RF signal is lost.
QAM signal is lost.
Diagnosing the Issue
See the following table to diagnose why subscribers are seeing a "black screen."
Important: The page number for the SDV diagnostic screens may vary, depending
on the set-top model.
on the set-top model.
Access the following
diagnostic screen.
Gather the following
parameters.
Action
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–SDV Session Info
ATSCSrcId
Field Techs:
Escalate the problem to the
appropriate tier
appropriate tier
SDV Freq
Field Techs:
Record the frequency value
for the agent
for the agent