TROUBLESHOOTING CHECKLIST

NO SERVICE (Six to Fix - Decision Flow #10535 ) (Six to Fix - Decision Flow #10535 ) Onset of the call always check for Account status Onset of the call always check for Account statusAccount statusAccount status Verify Outage using SCANR Verify Outage using SCANROutage Run line test before moving on to troubleshooting. Run line test before moving on to troubleshooting. Run line test Run line test

No Service: TV - Decision Flow #11456 No Service: TV - Decision Flow #11456 Note : Always run UBBT onset of every call. (quality check) ALL TVS ALL TVS Error screens Error screens Blue screen, Snow screen, No signal Blue screen, Snow screen, No signal

SINGLE TV OR MULTIPLE TV (BUT NOT ALL) AT&T Blue Screen : Receiver failed to load data from RG. AT&T Blue Screen : Receiver failed to load data from RG. AT&T Blue Screen AT&T Blue Screen No Signal : Snow : Video input selection or wirings issue No Signal : Snow : Video input selection or wirings issue No Signal : Snow No Signal : Snow "" message : Possible Remote Control is not programmed to control both TV and receiver "Press OK to watch TV" message : Possible Remote Control is not programmed to control both TV and receiver Red X : Receiver is unable to capture in IP address Red X : Receiver is unable to capture in IP address Red X Red X

CONTINUATION Client Initialization Error : Unable to retrieve its bootstrap information from the server. Client Initialization Error : Unable to retrieve its bootstrap information from the server. Client Initialization Error Client Initialization Error Ways to Verify: * G2 * G2G2 * Network Map * Network MapNetwork MapNetwork Map Gear or Cog Screen : Downloading Updates for the receiver. Gear or Cog Screen : Downloading Updates for the receiver. Gear or Cog Screen Gear or Cog Screen Note : For NO SERVICE always check for the LIGHTS ON THE RG on the first part of the call to check if ALL SERVICES DOWN.

No Service: HSIA (No Internet Connectivity) - Decision Flow #11457 No Service: HSIA (No Internet Connectivity) - Decision Flow #11457No Service: HSIA (No Internet Connectivity) - Decision Flow #11457No Service: HSIA (No Internet Connectivity) - Decision Flow #11457 Check if cu has HSIA Products tab Products tab Products Sdp Sdp Sdp Scanr Scanr First few basic questions Wired or wireless? Wired or wireless? Operating system ? Operating system ? Laptop or desktop? Laptop or desktop? Brand of wireless adapters Brand of wireless adapters for wireless?

FOR TROUBLESHOOTING Move on to following the troubleshooting mapped in the article : No Service: HSIA (No Internet Connectivity) - Decision Flow #11457

Ethernet Connectivity Troubleshooting – Decision Flow #9644 Ethernet Connectivity Troubleshooting – Decision Flow #9644 Troubleshooting PC Connectivity : as per article after PC RG and RESET RG : "dispatch" (only if there are other devices connected using Ethernet)

No Service: CVoIP - Decision Flow (U-verse Voice - No Dial Tone, Cannot Place Or Receive Calls) #11289 No Service: CVoIP - Decision Flow (U-verse Voice - No Dial Tone, Cannot Place Or Receive Calls) #11289 Notes : * troubleshoot issues with caller id * troubleshoot issues with caller id*voic * if you are not on cvoip team escalate other issues (transfer cvoip calls to 256) * But if you are trained to troubleshoot uverse voice issues continue with the afss article #11289

CONTINUATION Cannot Receive Calls Cannot Receive Calls Cannot Call Specific Numbers Cannot Call Specific Numbers No Dial Tone No Dial Tone Cannot Place or Receive Calls Cannot Place or Receive Calls

TAB FOR CSR PORTAL

All Services Down Troubleshooting No Picture and Internet Connectivity Issues - Decision Flows #6676 All Services Down Troubleshooting No Picture and Internet Connectivity Issues - Decision Flows #6676 All Services Down Troubleshooting No Picture and Internet Connectivity Issues - Decision Flows #6676 All Services Down Troubleshooting No Picture and Internet Connectivity Issues - Decision Flows #6676 Installation Set Up Installation Set Up : Installation Set Up check how the cables are supposed to be connected. (types of cables) Notes : Basic Steps PC RG PC RG RESET RG RESET RG BOUNCE PORT BOUNCE PORT

END

Inside wirings Inside wirings

INFO ON QUALITY CHECK INFO ON QUALITY CHECK

CRM ACCOUNT STATUS

G2

NETWORK MAP NETWORK MAP

CRM ACCOUNT STATUS

PRODUCTS TAB

TOOLS FROM SCANR FROM

SDP