Foxtel BiQ Reference guide

FOXTEL MANAGEMENT PTY LIMITED
Business iQ (BiQ) Self Help Troubleshooting
Guide
FBIQ-005
Last Updated: 5/07/2021 8:53:00 PM
Revision 1.4

Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020 2
Articles
1. Blank TV Screen – One Box ..........................................................................................................3
2. Red “No Signal” Which Moves Around TV Screen – One Box...................................................3
3. Loss of All FTA and/or Foxtel Channels – One Box....................................................................4
4. Loss of Channels – One IPTV (vuStreamer) Box.........................................................................4
5. Entitlement (“E”) Error on TV Screen...........................................................................................5
6. Remote does not Bring TV Out of Standby..................................................................................5
7. TV not Displaying Output from Box..............................................................................................6
8. Box Unresponsive to Power Key ..................................................................................................7
9. Remote Control Backlight Not Illuminating .................................................................................8
10. Cannot Playback Video On Demand (VOD) .............................................................................8
11. Box Down in EzVu .....................................................................................................................9
12. “No Data” Displayed for Several Channels in TV Guide ........................................................9
13. “Error Connecting to Link” Message on TV Screen .............................................................11
14. Screen Resolution Issue (e.g. video from box is too big/small for TV)...............................12
15. Video Break-up – One Box......................................................................................................13
16. Hospitality TV does not Power Up to Box Welcome Screen/HDMI port..............................13
17. Cannot Cast..............................................................................................................................14
18. Re-Boot Box .............................................................................................................................15
19. Power-Cycle Box......................................................................................................................15
20. Re-Boot Box Remotely from EzVu .........................................................................................15
21. Re-Boot vuStreamer ................................................................................................................16
22. Power-Cycle vuStreamer.........................................................................................................16
23. Re-Boot vuStreamer Remotely from EzVu.............................................................................
16
24. Reset of Box Parental Control PIN .........................................................................................17
25. Change Guest/Box Settings....................................................................................................17
26. Creating an EzVu Account ......................................................................................................18
27. How to Login to EzVu ..............................................................................................................18
28. EzVu Help .................................................................................................................................19
29. Box Requests a Premises ID or a PIN ....................................................................................19
30. Box Displays Incorrect Room Number ..................................................................................19
31. PMS (Property Management System) Down..........................................................................19
32. Resetting the Remote Control to Factory Default .................................................................20
33. Programming the Remote Control .........................................................................................20
34. Remote Control Test................................................................................................................24
35. Replacing Remote Control Batteries......................................................................................25
36. vuStreamer Troubleshooting ..................................................................................................25
37. vuStreamer Cable Connections..............................................................................................30
38. Escalate to Foxtel Commercial ...............................................................................................31

Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020 3
1. Blank TV Screen – One Box
1. Is the TV powered on (e.g. an LED illuminated on its front panel)?
•Yes – Continue below.
•No – TV is not powered. Power on TV or seek help from property
maintenance team to power TV on. Issue resolved.
2. Press the Power key on the Foxtel remote control to bring the TV & box out of
standby mode. Is TV out of standby mode?
•Yes – Continue below
•No – Go to Remote does not Bring TV Out of Standby.
3. Is the box Welcome screen displayed on the TV?
•Yes – Continue below.
•No – Go to TV not Displaying Output from Box.
4. Press Exit on the Foxtel remote control to display live channels (i.e. FTA &
Foxtel). Is there a red “No Signal” message (as in image below), which moves
around the TV screen?
•Yes – Go to Red “No Signal” Which Moves Around TV Screen – One Box.
•No – Continue below.
5. Note the channel number (default is typically 500 – Fox Sports News) and then
channel surf through the channel line-up by pressing the CH up key on the
Foxtel remote control either back to this channel or until a red “No Signal”
message is displayed. Do any of the channels display a red “No Signal”
message (i.e. do not display video)?
•Yes – Go to Red “No Signal” Which Moves Around TV Screen – One Box.
•No – All channels have signal as expected. Issue resolved.
2. Red “No Signal” Which Moves Around TV Screen – One
Box
1. Is white ‘E’ message displayed on the TV (e.g. E016 or E017 as in image
below)?
•Yes – Go to Entitlement (“E”) Error on TV Screen.
•No – Continue below.
2. Is a red “No Signal” message (as in image below) displayed for all Foxtel
channels (numbers 100+)?
•Yes – Go to Loss of All FTA and/or Foxtel Channels – One Box.
•No – Continue below.
3. At this step the assumption is a red “No Signal” message is displayed for FTA
channels (any from numbers 1-99). Does property have a vuStreamer (Foxtel’s
IPTV headed)?

Business iQ (BiQ) Self Help Troubleshooting Guide
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© FOXTEL Management Pty Ltd 2020 4
•Yes – Go to Re-Boot Box.
•No – Continue below.
4. Press the Menu/Home key on remote control to display the box Welcome
screen and then press Red (C), Red (C), 8, 8, 8, <EXIT>. Not to fast but not too
slow to cause the box to perform a FTA channel scan. Is “Scanning” with a %
displayed in red on screen?
•Yes – Continue below
•No – Repeat above step.
5. Wait for scan to 100% complete and then change channels (the channel must
be changed after the scan) to check if the red No Signal is still displayed on
any FTA channel. Is the No Signal message still displayed?
•Yes – Go to Re-Boot Box.
•No – All FTA channels now have signal as expected. Issue resolved.
3. Loss of All FTA and/or Foxtel Channels – One Box
1. Does property have a vuStreamer (Foxtel’s IPTV headed)?
•Yes – Go to Loss of Channels – One IPTV (vuStreamer) Box.
•No – Continue below.
2. Check signal cable(s) are securely connected between wall socket and box
(see image below). If there is only one coaxial cable at the wall plate, it should
be connected to the RF2-IN of the box. If there are two coaxial cables at the
wall plate, the cable connected to the terrestrial FTA antenna should be
connected to RF2-IN and other cable (Foxtel satellite) to RF1-IN.
3. Change channels. Is a red No Signal message still displayed on all channels?
•Yes – Go to Re-Boot Box.
•No – All channels now have signal as expected. Issue resolved.
4. Loss of Channels – One IPTV (vuStreamer) Box
1. Press VOD/On Demand key on the remote-control and navigate through the
On Demand screens to play a title. Was it possible to play a Video On Demand
title?

Business iQ (BiQ) Self Help Troubleshooting Guide
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© FOXTEL Management Pty Ltd 2020 5
•Yes – If other boxes can display video for FTA or Foxtel channels there is a
network configuration issue, as the box is unable to access content locally
from vuStreamer but can access remote content from over the Internet. Go
to vuStreamer Troubleshooting.
•No – Loss of IT network connectivity. Follow same steps as “No Data”
Displayed for Several Channels in TV Guide.
5. Entitlement (“E”) Error on TV Screen
1. Is a white E210-00 (“Currently unable to view this channel”) on the TV screen?
•Yes – The box is tuned to a 4K/UHD channel, but the TV either does not
support 4K/UHD or the HDMI input the box is plugged into does not support
HDCP 2.2. Both are mandatory to view Foxtel 4K/UHD channels. Issue can
only be resolved by plugging the HDMI cable from the box into a HDMI port
of a 4K/UHD TV that supports HDCP 2.2 or requesting Foxtel remove
4K/UHD channels for the property.
•No – Continue below.
2. Has the box been unplugged from power or disconnected from the satellite
signal for a few days and was only reconnected in the couple of hours?
•Yes – Wait at least 2 hours for the box to automatically receive its viewing
entitlements. If after 2 hours the “E” message still appears or the matter is
urgent, continue below. Otherwise the issue is resolved.
•No – Continue below.
3. Press Menu/Home remote-control key to display the Welcome screen.
4. Navigate right to Settings and press OK on the remote control.
5. Navigate down to About and press OK.
6. Note the Serial Number of the box from the TV screen.
7. Switch off the power to the box at the wall socket (or remove the box plug from
the power point), wait 10 seconds and then switch it back on again.
8. Go to Escalate to Foxtel Commercial and request viewing entitlements be sent
for the recorded serial number.
6. Remote does not Bring TV Out of Standby
1. Press Power key on remote control. Does remote control illuminate red above
the Power key?
•Yes – Continue below
•No – Go to Remote Control Backlight Not Illuminating.
2. Remote control does not appear to be programmed for the TV. This could be
because it was originally programmed for another model of TV (e.g. in another
room). Reprogram remote (refer to Programming the Remote Control). Did this
solve problem?
•Yes – Issue resolved.
•No – Continue below.
3. Go to Escalate to Commercial Premises for Foxtel to investigate problem with
remote control. If available, a remote control may be borrowed from another
room and either a) used as is if the other room has the same make of TV, or b)

Business iQ (BiQ) Self Help Troubleshooting Guide
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© FOXTEL Management Pty Ltd 2020 6
reprogrammed for the TV by following the steps in Programming the Remote
Control.
7. TV not Displaying Output from Box
1. Check which HDMI input the box is physically connected to on the TV (typically
HDMI 1). Is this the input the one the TV reports on screen when it comes out
of standby?
•Yes – Continue below.
•No – Box is connected to wrong HDMI input of TV. Connect HDMI cable to
input reported by TV. The TV should now display the output of the box.
Issue resolved.
2. Completely remove each end of the HDMI cable from both the box and the TV
(see image below). Then refit it.
3. Does the TV display the output of the box?
•Yes – Problem was HDMI connection. Issue resolved.
•No – Continue below.
4. The LED built into the box (see image below) is normally off when the box is
both in and out of standby. It only illuminates when the Power key is pressed to
bring the box out of standby and with any key press thereafter.
Does the box’s LED flash green with each press of the Power key?
•Yes – Go to Escalate to Foxtel Commercial.
•No – Go to Box Unresponsive to Power Key.

Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020 7
8. Box Unresponsive to Power Key
1. Check the LED built into the box flashes when the hidden Box Power key (key
to right of main Power key as in image below) is pressed on the remote control:
2. Does the box’s LED flash with each key press?
•Yes – The main Power key sends two IR (infra-red) commands, one to the
TV and another to the box. The remote control appears incorrectly
programmed and the command to the box disabled. Go to Programming the
Remote Control to reprogram the remote.
•No – Continue below.
3. Remove the IR extender cable (if fitted) from both the box and the plastic prism
attached to the TV (see image below).
Important:
4. Pointing the remote control at the LED of the box (i.e. not the TV) does the LED
now flash on the box with each remote-control Power key press?
•Yes – Continue below.
•No – Refit IR extender cable, ensuring the phono connectors at both ends
click into place in the box and prism. Important: If the IR extender cable is
not firmly clicked into place at both ends the box shall not receive any IR
commands. Go to Re-Boot Box.
5. Refit IR extender cable, ensuring the phono connectors at both ends click into
place in the box and prism.
Important: If the IR extender cable is not firmly clicked into place at both ends
the box shall not receive any IR commands.
6. Is the IR prism visible from the front of the TV?
•Yes – Continue below.

Business iQ (BiQ) Self Help Troubleshooting Guide
Printed: 5 July 2021
© FOXTEL Management Pty Ltd 2020 8
•No – Reposition IR prism so that between ⅛ and ¼ of the prism (~1cm) is
protrude below the TV and has clear line-of-sight access to the room:
Important:
oAn infrared signal is light and as such travels in a straight line. Any
obstructions in the path of the IR signal from the RCU to the IR receiver
may prevent reliable operation of the SBB. In is very important to ensure
the IR receiver has direct line-of-sight to the room (i.e. it is visible from
the front of the TV).
oIf the SBB’s internal IR receiver does not have line-of-sight to the room,
which shall be the case if the SBB is mounted behind a TV, it is
mandatory the IR extender is fitted.
7. Does the LED now flash on the box which each remote-control Power key
press?
•Yes – Continue below.
•No – IR hardware appears to be faulty. If there is another IR extender cable
available onsite, try replacing the IR extender cable, then the prism to see if
that fixes the problem. Otherwise go to Escalate to Foxtel Commercial to
arrange replacement.
8. Is the box Welcome screen displayed on the TV?
•Yes – Issue resolved.
•No – Go to Escalate to Commercial Premises.
9. Remote Control Backlight Not Illuminating
1. Remote controls from the factory have a plastic tab protruding from the bottom
of the remote to disconnect the batteries. Remove plastic tab if it is still present
and check remote control illuminates red above the Power key with any key
press?
•Yes – Remote control is operable. Issue resolved.
•No – Continue below.
2. Go to Replacing Remote Control Batteries.
10. Cannot Playback Video On Demand (VOD)
1. Try play other unrelated VOD titles (e.g. from a different series). Can other titles
be played back?

Business iQ (BiQ) Self Help Troubleshooting Guide
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© FOXTEL Management Pty Ltd 2020 9
•Yes – Issue is isolated to specific title(s). Got to Escalate to Foxtel
Commercial with details of title that cannot be played.
•No – Continue below.
2. Login to EzVu (e.g. perform steps in How to Login to EzVu).
3. For the property’s location, select “Rooms” from the EzVu menu and find the
room assigned to the box. Click the “+” next to this room to view the box(es) in
the room.
4. Does the box have a Status of Up (as in image below)?
•Yes – Go to “No Data” Displayed for Several Channels in TV Guide.
•No – Go to Box Down in EzVu.
11. Box Down in EzVu
1. Press the Power key on remote control to bring the TV and box out of standby.
Is the Welcome screen displayed?
•Yes – Follow same steps as “No Data” Displayed for Several Channels in
TV Guide
•No – Follow same steps as “Error Connecting to Link” Message on TV
Screen
12. “No Data” Displayed for Several Channels in TV Guide
1. Is the port labelled ‘Ethernet’ on the box connected via an Ethernet cable to a
wall plate/socket in the room (see image below)?
•Yes – Continue below
•No – Follow same steps as “Error Connecting to Link” Message on TV
Screen
2. Press the Menu/Home key on remote control to display the box Welcome
screen and then press <EXIT>, <EXIT>, 3, 4, 2, 4, <EXIT>, not to fast but not

Business iQ (BiQ) Self Help Troubleshooting Guide
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© FOXTEL Management Pty Ltd 2020 10
too slow to cause the box to display box diagnostics. Is the diagnostics screen
below displayed?
•Yes – Continue below
•No – Repeat above step.
3. Is an IP address displayed under SUMMARY INFORMATION PAGE - Ethernet
Connection - eth0 (“No IP” should not be displayed)?
•Yes – Skip to step 5.
•No – Ethernet cabling may be faulty. Replace Ethernet cable between wall
plate and box and check if eth0 now displays an IP address.
4. Is an IP address displayed under SUMMARY INFORMATION PAGE - Ethernet
Connection - eth0 (“No IP” should not be displayed)?
•Yes – Faulty Ethernet cabling was the problem. Issue resolved.
•No – The box has not receiving an IP address from the property’s DHCP
(Dynamic Host Configuration Protocol) server and thus cannot access the
internet. Continue below.
5. Power cycle box by removing power cable for 10 secs and then re-applying it.
Does the box boot to the Welcome screen (it may take up to 10 mins at the
minimum Internet speed of 256Kbps)?
•Yes – Problem was IP address. The reboot caused the DHCP server to
renew the IP address. Issue resolved.
•No – Continue below.
6. Check internet connectivity on switch port the box is connected to. This can be
achieved by disconnecting the Ethernet cable from the box, connecting it to a
laptop, and then running a speed test (e.g. Speedtest® by Ookla,
https://www.speedtest.net) on the laptop.
7. Is there internet access with a download bandwidth greater than 2.7Mbps if
Video On Demand is enabled on the box, or 256Kbps (0.256Mbps) if Video On
Demand is disabled?
•Yes – There is internet access, but the box is not being assigned an IP
address by the property’s DHCP server to be able to join the network.
Request property’s IT manager investigate the DHCP issue.