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
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© 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)?

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•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?

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•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)

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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.

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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.

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•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?

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•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

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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.

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•No – Continue below.
8. Request property’s IT manager investigate network connectivity. A box
requires:
a. An IP address to be issued by the property’s DHCP server.
b. A minimum download bandwidth of 256Kbps to boot. It may take up to 10
mins to boot at the minimum bandwidth. The more bandwidth the less time it
takes to boot.
c. A minimum internet download bandwidth of 2.7Mbps to playback Video On
Demand if enabled. Note: If there is between 256Kbps and 2.7Mbps of
internet bandwidth Video On Demand may be temporarily disabled (until
more bandwidth can be allocated) for a box, room, area or the entire
property by sending a request via Escalate to Foxtel Commercial.
d. The property’s firewall to be configured to allow any outbound traffic on ports
22, 80, 123, 443, 8443 and 8453, plus 53, 67 and/or 123 if DNS (Domain
Name System), DHCP (Dynamic Host Configuration Protocol) and/or NTP
(Network Time Protocol) respectively are managed outside of firewall.
9. Is the property’s IT network correctly configured?
•Yes – Go to Escalate to Foxtel Commercial.
•No – Network configuration issue. Request property’s IT manager configure
the network as required to resolve the issue.
13. “Error Connecting to Link” Message on TV Screen
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 – Go to step 2 - Ethernet
•No – Go to step 4 - Wifi
Ethernet
2. Check the Ethernet cable is securely connected between wall plate and the
box.
3. Power cycle box by removing power cable for 10 secs and then re-applying it.
Does the box boot (it may take up to 10 mins at the minimum Internet speed of
256Kbps)?
•Yes – Problem was Ethernet cable. Issue resolved.
•No – Continue below.

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4. Replace Ethernet cable between wall plate and box with a new one.
5. Power cycle box by removing power cable for 10 secs and then re-applying it.
Does the box boot (it may take up to 10 mins at the minimum Internet speed of
256Kbps)?
•Yes – Problem was Ethernet cable. 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 and connecting it to
a laptop, and then running a speed test (e.g. Speedtest® by Ookla,
https://www.speedtest.net) on the laptop. Continue to step 8.
Wifi Connection
7. Connect a mobile device (e.g. smartphone, tablet or laptop) to the same Wifi
network as the box (using exactly the same network name/SSID and password
allocated to the Foxtel service) and perform an Internet speed test (e.g.
Speedtest® app by Ookla, https://www.speedtest.net).
8. Is there internet access with a download bandwidth greater than 2.7Mbps if
Video On Demand playback is enabled on the box, or 256Kbps (0.256Mbps) if
Video On Demand is disabled?
•Yes – Continue below.
•No – Problem appears to be with internet access for the box. A box requires
a minimum download bandwidth of 256Kbps to boot. It may take up to 10
mins to boot at the minimum bandwidth. The more bandwidth the less time it
takes to boot. The minimum internet bandwidth requirement increases to
2.7Mbps if the box needs to playback Video On Demand. Request
property’s IT manager investigate internet connectivity.
Note: If there is between 256Kbps and 2.7Mbps of internet bandwidth Video
On Demand may be temporarily disabled (until more bandwidth can be
allocated) for a box, room, area or the entire property be sending a request
via Escalate to Foxtel Commercial.
9. Internet access appears to be blocked for the box. There are no incoming ports
that need to be configured in the property’s firewall for the box. All
communications are outgoing on port 22, 80, 123, 443, 8443 and 8453, plus 53
if the DNS is outside of firewall. Request property’s IT manager confirm the
property’s firewall is configured to allow any outbound traffic on these ports.
Are these ports open?
•Yes – Go to Escalate to Foxtel Commercial.
•No – Network configuration issue. Request property’s IT manager open the
ports for boxes to access the internet to resolve the issue.
14. Screen Resolution Issue (e.g. video from box is too
big/small for TV)
1. Follow same steps as Video Break-up – One Box.

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15. Video Break-up – One Box
1. Completely remove each end of the HDMI cable, both the connection to the
box and the TV (see image below), and then refit it.
2. Is video now OK?
•Yes – Problem was HDMI connection. Issue resolved.
•No – Continue below.
3. Power cycle the box by removing disconnecting power for 10 seconds and then
reconnecting it. After the box powers up, is video now OK?
•Yes – Problem was HDMI connection. Issue resolved.
•No – Continue below.
4. If another HDMI cable is available replace the current cable with the new one.
Note: The box and TV communicate over the HDMI cable (using protocol called
EDID) to auto negotiate the video format. This may not work correctly if the
HDMI cable is not the one that was originally installed with the box.
5. Power cycle the box by removing disconnecting power for 10 seconds and then
reconnecting it. After the box powers up, is video now OK?
•Yes – Problem was HDMI cable. Issue resolved.
•No – Escalate to Foxtel Commercial.
16. Hospitality TV does not Power Up to Box Welcome
Screen/HDMI port.
1. Request/follow instructions from TV manufacture/supplier on how to
reconfigure TV to power up to HDMI port connected to box.

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17. Cannot Cast
1. Press Menu/Home key on remote control, navigate right to Casting and press
the OK key to display a screen similar to below.
2. On a mobile device (smartphone, tablet or laptop) use the camera or an
application to scan the QR code on the TV screen to join the Wifi network
generated by the box (e.g. Room050 in the image above), or manually join the
Wifi network using the credentials displayed in the TV screen. Is the mobile
device connected to the box Wifi network?
•Yes – Continue below.
•No – Go to Escalate to Foxtel Commercial.
3. Open casting.tv page in the Web browser on the mobile device.
4. Is the casting.tv page open and prompting for a PIN (similar to image above)?
•Yes – Continue below.
•No – Go to Escalate to Foxtel Commercial.
5. Enter the one-time PIN code from TV screen (e.g. it is 3179 in the example
image above in step 1) into the casting.tv page on the mobile and click the
Submit button. Does the casting.tv page report successful PIN entry?
•Yes – Continue below.
•No – Go to Escalate to Foxtel Commercial.
6. If not automatic, press the OK key on the remote control and wait a minute for
the Chromecast to power up. Does the TV screen switch to display Google
(Chromecast) wallpaper images?
•Yes – Continue below.

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•No – Go to Escalate to Foxtel Commercial.
7. Open the YouTube application on the mobile device, select within the
application and select the Chromecast for the room (e.g. Room050 in example
above). It may take several minutes for the Chromecast for the room to appear.
Does YouTube appear on the TV screen?
•Yes – Continue below.
•No – Go to
8. Play a YouTube video on the mobile device. Does the YouTube video play on
the TV screen?
•Yes – Chromecast is operating correctly. Continue below.
•No – Go to Escalate to Foxtel Commercial.
9. If the issue is with another Chromecast enabled application (e.g. Netflix) follow
similar steps as for YouTube; open that application, select , select the
Chromecast for the room and cast content from the application to the TV. Does
the content display on the TV screen?
•Yes – Chromecast is operating correctly. Continue below.
•No – Go to Escalate to Foxtel Commercial and inform Foxtel that YouTube
can cast and the name of the application and version number that cannot
cast.
18. Re-Boot Box
1. Are you physically in front of the box?
•Yes – Go to Power-Cycle Box.
•No - Go to Re-Boot Box Remotely from EzVu.
19. Power-Cycle Box
1. 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. Does the
box boot (may take up to 10 mins)?
•Yes – Continue below.
•No - Go to Box Down in EzVu.
2. Does the power-cycle solve the issue?
•Yes – Issue resolved.
•No - Go to Escalate to Foxtel Commercial.
20. Re-Boot Box Remotely from EzVu
1. Login to EzVu (refer to How to Login to EzVu).
2. 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.
3. Does the box requiring re-boot have a Status of Up (as in image below)?

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•Yes – Continue below.
•No – Re-boot will not work on a box that is Down. Go Box Down in EzVu.
4. Click Reboot on the affected room and Yes when prompted to confirm.
5. Refresh Browser window after 5 minutes. If the box does not show a Status of
Up, refresh the Browser after another 5 minutes (if bandwidth is limited it may
take up to 10 minutes for a box to boot). Does the re-boot solve the issue?
•Yes – Issue resolved.
•No - Go to Escalate to Foxtel Commercial.
21. Re-Boot vuStreamer
1. Please note, whist the vuStreamer reboots all FTA and Foxtel satellite TV
channels will be lost for up to 10 minutes. Are you physically in front of the
vuStreamer?
•Yes – Go to Power-Cycle vuStreamer.
•No - Go to Re-Boot vuStreamer Remotely from EzVu.
22. Power-Cycle vuStreamer
1. Switch off the power switch on the vuStreamer, wait 10 seconds and then
switch it back on again to boot vuStreamer. All FTA and Foxtel satellite TV
channels will be lost for up to 10 minutes until the vuStreamer boots.
2. Does the vuStreamer boot with all 10 LEDs illuminated green?
•Yes – Continue below.
•No -Go to vuStreamer Troubleshooting.
3. Does the power-cycle solve the issue?
•Yes – Issue resolved.
•No - Go to Escalate to Foxtel Commercial.
23. Re-Boot vuStreamer Remotely from EzVu
1. Login to EzVu (refer to How to Login to EzVu).
2. For the property’s location, select “Rooms” from the EzVu menu and find the
room assigned to the “vuStreamer” area. Click the “+” next to this room (as in
image below) to view the 10 vuStreamer tuner cards:

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3. Do all vuStreamer tuner cards have a Status of Up?
•Yes – Continue below.
•No – Re-boot will not work on a tuner card that is Down. Go to Power-Cycle
vuStreamer.
4. Click Reboot on the vuStreamer room and Yes when prompted to confirm.
5. Wait for all vuStreamer tuner cards to show a Status of Up (refresh Browser
window after 10 minutes). Does the re-boot solve the issue?
•Yes – Issue resolved.
•No - Go to Escalate to Foxtel Commercial.
24. Reset of Box Parental Control PIN
1. Login to EzVu (refer to How to Login to EzVu).
2. For the property’s location, select “Rooms” from the EzVu menu find the box
number or room number in the list.
6. Does the box requiring PIN reset have a Status of Up (as in image below)?
•Yes – Continue below.
•No – A box that is Down cannot be reset. Go to Box Down in EzVu.
4. Select “Reset PIN” for the desired room.
5. Enter a 4-digit PIN code or leave empty (an empty PIN will clear any Parental
Control Rating Level and Blocked Channels settings that had previously been
applied).
6. Click “Apply” to submit change. Issue resolved.
25. Change Guest/Box Settings
1. Login to EzVu (refer to How to Login to EzVu).
2. For the property’s location, select “Rooms” from the EzVu menu and find the
box number or room number in the list.
7. Does the box requiring setting change have a Status of Up (as in image
below)?

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•Yes – Continue below.
•No – Cannot change settings in EzVu if a box is Down. Go to Box Down in
EzVu.
7. Select “Change Setting” on the desired room.
8. Enter value for desired setting and click check-box to right. The settings that
can be changed are shown below.
9. Click “Apply” to submit change. Issue resolved.
26. Creating an EzVu Account
1. Login to EzVu (e.g. perform steps in How to Login to EzVu) with the logon
credentials of a Primary Admin or Co-Admin user.
2. For the property’s location, select “Config” > “Users” from the EzVu menu.
3. Click “Create User” and complete form as appropriate. Go to EzVu Help for
detailed guide on how to use EzVu.
27. How to Login to EzVu
1. Has an EzVu account been created?
•Yes – Continue below.
No – Request property’s EzVu Primary Admin or Co-Admin user a create
new account for the user. Then ask new user to check their Inbox and Junk
Mail for email with further instructions. Note: At the time of this document

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release, Hotmail email address could not be used as the Hotmail server is
blocked the email from EzVu.
2. Open the EzVu web portal: https://foxtel1.cvs.adbglobal.com/frontdesk/
3. Is the username known (it is typically the same as the user’s email address)?
•Yes – Continue below.
•No – Select “Forgot Username” at bottom of the EzVu login page and follow
the onscreen prompts. User should check Inbox and Junk Mail for email with
further instructions.
4. Is the password known?
•Yes – Continue below.
•No – Select “Reset Password”from at bottom of login page and follow the
onscreen prompts. User should check Inbox and Junk Mail for email with
further instructions.
5. Type username and password into EzVu login page and click “Login”.
28. EzVu Help
1. Login to EzVu (refer to How to Login to EzVu).
2. Select “Support” from the EzVu menu.
3. Click “View” under “Front Desk Portal User Guide”. A PDF document shall be
downloaded with full instructions of how to use EzVu.
29. Box Requests a Premises ID or a PIN
1. Box has not been fully installed. Go to Escalate to Foxtel Commercial.
30. Box Displays Incorrect Room Number
1. Go to Escalate to Foxtel Commercial to change room assignment.
31. PMS (Property Management System) Down
1. Login to EzVu (refer to How to Login to EzVu).
2. For the property’s location, select “Rooms” from EzVu. Is the PMS Status
Down?
•Yes – Continue below.
•No – Go to Escalate to Foxtel Commercial.
3. Is PMS operable for guest check-in/out from the PMS vendors interface?
•Yes – Go to Escalate to Foxtel Commercial.
•No – The PMS is inoperable, which is reflected by EzVu. Contact PMS
vendor to resolve issue with PMS.
Note: If the connection to the PMS is currently down, guest services such as
viewing a bill, express check-out and a personalised welcome message on
the TV screen will be inoperable. This could also impact posting charges for
paywalled vuTyme features such as Casting, VOD, or stations.

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32. Resetting the Remote Control to Factory Default
1. Press and hold SETUP key on the Foxtel remote control until the LED above
the POWER key blinks twice
2. Press 9-7-7. Did the LED above the POWER key blink four times?
•Yes – Continue below.
•No – Repeat from step 1.
3. The remote should now control a Samsung TV and the box. Is the TV the
remote needs to control a Samsung TV?
•Yes – Go to Remote Control Test.
•No – Go to Programming the Remote Control.
33. Programming the Remote Control
1. Is the remote reset to factory default?
•Yes – Continue below.
•No – Go to Resetting the Remote Control to Factory Default.
2. The Foxtel remote control unit is a universal remote control, designed to
operate the box plus power, mute, and volume on the TV. For the remote-
control unit to control the TV, it must be programmed to support the specific
TV. After programming it is recommended a label be affixed to the bottom of
the remote control and the room number written on it. This is to avoid the
remote control being swapped to another room, which may have a different
make/model of TV.
1st Generation (without Foxtel logo)
2nd Generation Remote Control (with Foxtel logo)