common customer issues - ninestar connect tech supportemail •most stable and convenient is webmail...

COMMON CUSTOMER ISSUES

AND HOW TO SOLVE THEM

BROUGHT TO YOU TODAY BY…

Casey Llewellyn

Support Center

Technician since 2014

Cody Anderson

Support Center

Technician since 2017

All video issues we’ll discuss:

• Video Basics

• Rebooting your Box

• Activation Codes

• Video Signal Blocked

• Can't Change Channels

• No Picture

• Pixilation, Freezing

VIDEO

VIDEO BASICSSet Top Boxes (STB)

ADB 3721ADB 5810

Entone Kamai

ADB 1761

Entone Amulet

VIDEO BASICS

Component Cable

Provides 720 HD

Cables

AV Cable

Provides 480 SD

Coax Cable

Provides 480 SD

HDMI Cable

Provides 1080 HD

HDMI

REBOOTING YOUR SET TOP BOX

• Helps a lot with a wide range of

issues

• Just unplug power cord form the

box or the wall for 10 seconds

ADB

Entone

REBOOTING YOUR SET TOP BOX

•Why 10 seconds? Capacitors

•Gives it a fresh start, just like a

computer

No Picture, Weak or No Signal, Blue or Black Screen

Common Causes:

•Wrong Input

•Is the device you’re using on?

•Input or source on your remote

•Try all inputs

Snowy Picture

• Using old Coax, try channel 3 or 4

REBOOTING OTHER EQUIPMENTModems – Usually only on DSL Service

Ethernet Switches – Usually only on Fiber Service

ACTIVATION CODES

• Account number for Video Service

• Different than Billing Account Number

• Billing or System registration issue

• Check Activation & Continue

VIDEO SIGNAL BLOCKED

•Not a subscribed channel

•Change to channel 4

MISSING OR LIMITED CHANNELS,CHANNELS JUMP AROUND

•Channel Filter location in

guide

•Guide button

• Channel Filter Options: All, Subscribed, SD (standard

def), HD (high def), PPV (pay-per-view)

CAN’T CHANGE CHANNELS, NO GUIDE, MENU, OR INFO?

• STB button flashing?

• No? Check Batteries

• Always make sure it flashes

STILL CAN’T CHANGE CHANNELS, NO GUIDE, MENU, OR INFO?

•Possible resolution mismatch

•If your remote has a red power

button. Try this: Green 1, 2, 3

or 4

FREEZING AND PIXILATION

•Causes

•Start with rebooting your STB

•DSL: try rebooting your

modem

•Fiber: try rebooting your

Ethernet Switch (seen here on

the Right)

STUCK WITH BLUE DOTS OR GREEN BARS

•STB not getting a

connection

•First, reboot your Set Top

Box

•Verify cabling

PROGRAMMING YOUR REMOTE

• Go to NineStarConnect.com, click

the support tab, and click the link

under “Program Your Remote” at

the bottom

• Instructions have been printed if

you’d like to pick them up tonight

All Internet issues we’ll discuss:

•Internet Equipment

•Can’t Display a Webpage

•Wireless

•Email

•Battery Backups

INTERNET

INTERNET EQUIPMENT

Modems Fiber Boxes Routers

CAN’T DISPLAY A WEBPAGE

•Could the problem be isolated to 1 website, or

seem to be all websites?

•Is the problem isolated to one device or many?

•Is it just wireless devices, or wired devices as well?

•Try rebooting your equipment: Computer, router,

modem or fiber box

WIRELESS BASICS

•Wireless Network Name or “SSID”

•Wireless password

TROUBLESHOOTING WIRELESS

• If your wireless network currently works, don’t change anything

• Never going to be as reliable as a wired connection

• Depending on the router it may not be as fast as wired

•Make sure the wireless on your device (computer, tablet,

smartphone) is turned on

•Make sure wireless on the router is turned on (check light)

• Things that can interfere with wireless are:

• Distance

• Thick walls

• Baby Monitors

• Neighbors with wireless

• Electrical devices

• Cordless Phones

CHANGING WIRELESS PASSWORD

• Usually different from router to router, brand to brand

• Computer must be connected to router wirelessly or with a wire

•Go to the router access page -> Find the Wireless or Security section

•Note: After changing the password the new password will need to be

put in to every wireless device

• The router manufactures can walk you through this process

EMAIL

•Most stable and convenient is webmail

• It can be accessed by any computer on the

internet no matter where you are

• Just go to NineStarConnect.com and click

on “My Webmail” at the top

• Sign in with your username (everything

before the “@”) and password

• Example: if your email address is

johnsmith@myninestar.net then the

username will be just johnsmith

BATTERY BACKUPS

• Power the fiber box.

• Provide 2-4 hours of battery

power

• Usually in basement or garage

• Generally, they should have 2

green lights and no red lights

• Basic troubleshooting: Make sure

it’s plugged in to power, and the

outlet is getting power.

• If that’s not the case give us a call

and we’ll look up the problem.

QUESTIONS?Contact us:

• Phone: 317-326-4357

• Email: Support@myninestar.net

• Online Chat: NineStarConnect.com,

then open the box on the left