AEP Troubleshooting

AEP (Unfortunately this channel is Temporarily  Unavailable)/Blank screen missing channels

  1. The first that should always be done when troubleshooting this error is to try and figure out if it’s property wide or isolated to just one room, or possibly to a block of rooms. 
  2. If isolated to just one room, the first thing you should attempt would be to replace the coax cable or ethernet cable if the distribution is through IPTV, and treat it as if it were a (775) error. 
  3. If there is no change after replacing the coax cable ethernet cable, you can then try and have the customer swap the wallplate barrel connector (coax) if possible. 
  4. If IPTV, you can try and reach out to whoever manages the network for the property, and see if they can check the port on their network switch that feeds into that room to verify it’s active and communicating on their end.  
  5. If still no change try and get the Serial Number or Room Number to try and pull up the AEP box in the AEP portal (https://iam.aep.dtvcommce.com/) 
  6. From here you can identify the following information
  • If the AEP box is receiving its signal via QAM (RF) or IPTV (Networked).
  • The signal strength, and quality that it is receiving.
  • The Wifi Signal strength
  • The “uptime” which tells you how long the receiver has been communicating with the portal (note that if the AEP box is communicating with the portal it does not necessarily mean that it is getting a great signal, but rather that it is communicating through Wi-Fi. If IPTV you will get both the Live TV and internet connection through the ethernet cable)
  1. If you are still not able to see any communication try and see if you can move the line to a different available splitter port
  2. If still no change or cannot move to a different port try and swap the AEP STB with a new one/spare.
  3. If you can see the box communicating and having great signal strength, but still not receiving any channels. Try and perform a channel scan on the AEP through the portal.
  4. If still no change, and the issue is possibly affecting a block of units and not just 1. Try and locate an IDF and see if there might possibly be an IDF with a distribution AMP. Make sure the AMP is powered on and or try to powercycle the AMP. 
  5. If you are still not seeing any change at this point a Tech might be needed to locate the point of signal loss. 

If it’s a message that is appearing property wide. Try to log into the COM to verify signal strength, and bitrate on all channels. (You can refer to the COM section on how to login)

AEP (Streaming/App Issues)

  1. If you are having issues with streaming apps the first thing to always check is the wifi or ethernet connection feeding the AEP STB. 
  2. Start off by first always getting the Serial Number off the bottom of the AEP STB and locating the box within the AEP portal. 
  3. If the box is mounted on a wall, and or difficult to get to, you can have the customer go into the admin setting of the AEP STB and collect the serial number from there. You will do so by having the customer do the following. 
  • On the AEP remote down the rewind and guide button until a pop up appears asking you for a pin. The  pin will be (75309).
  • Once the pin is entered you will  be in the Admin setting where you will then scroll down and select “
  • From here you can check a few things such as the network status, and connection, as well as the Serial number, and general information on the AEP. 
  • If the AEP is not connected to any network or the correct Wi-Fi network you will need to connect to the correct SSID with its corresponding password.
  • After connecting it to the correct SSID if the AEP still does not want to connect or if the customer is having difficulty getting into the Admin settings. You can manually reboot the device. 
  1. If the streaming apps are still not communicating properly, you can always check with the network team if we manage their network or their corresponding network service provider to see if there might possibly be a network issue. 
  2. If the streaming apps are not functioning property wide, and or the AEP’s are offline. You can try and complete a full reboot on the AEP STB’s through the COM to see if that will restore the connection. You can do so by doing the following
  • First log in to the COM, and go directly to the Android Tab and make sure that the Android config is set up correctly using the correct SSID and Password
  • Once you verify that it is the correct information you can hit “submit” on the bottom left to re-submit the configuration to all the AEP’s to ensure they are configured correctly. 
  • If you do not see any change, you can force a reboot to all AEP’s through the COM, by going to the Android tab, and selecting the “command” option. From here you will then enter the following text in the command field


<?xml version=”1.0″ encoding=”UTF-8″?>
<command>
<target></target>
<power>reboot</power>
</command>

  • Make sure that it is in this exact format or it will not work. Once the command field and text is filled in, go ahead and select “submit”
  • This will force all AEP’s to reboot in batches and if the configuration is correctly set then it should force all AEP’s to connect to the correct network.
  • If there is still no change, and the AEP’s are still not connecting. You will need to reach out to the network service provider and ensure that they do not have a firewall or DNS filter that is blocking the following URL’s

com.att.directvcommercial.epgprovider
com.att.directvcommercial.globalkeyhandler
com.att.directvcommercial.hospitalitylayout
com.att.directvcommercial.launcher
com.att.directvcommercial.settings
com.att.directvcommercial.appmanager
com.att.directvcommercial.discoverysyncservice
com.att.directvcommercial.lciservice
com.att.directvcommercial.parentalcontrols
com.att.directvcommercial.eventloggingservice
com.att.directvcommercial.notificationmanager
com.att.directvcommercial.metrics
com.att.directvcommercial.messagequeue
com.att.directvcommercial.boxcontrol
com.att.directvcommercial.dailyreset
com.att.directvcommercial.partnerauth
com.att.directvcommercial.weather
com.att.leankeykeyboard.pro

  • You will also want to make sure that the AEP SSID is being broadcasted to all AP’s onsite.
  • If you are still not getting any streaming apps to properly function you would need to escalate this to the corresponding network service provider or as a last resort to (DSI Engineering team)

AEP 1 (Remote Pairing Issues)

  1. Whenever troubleshooting an AEP remote, you will first want to verify if the remote is allowing you to control the AEP STB or TV functions. 
  2. If the remote is not allowing you to control the AEP STB then you will first need to ensure that there is either a good line of sight from the remote to the AEP STB to ensure that the IR light can communicate. 
  3. If the AEP STB is mounted or possibly in a location where the line of sight is not the best, you will need to ensure that the AEP STB has an IR target connected to the back of the AEP STB where it says “IR” and that the sensor from the IR target is in a location where the remote and the target have great line of sight. 
  4. If there is still no communication from the remote to the AEP, you will need to make sure that the AEP remote has batteries. You can verify this if the AEP remote flashes any lights when pressing any button on the remote. If you do not see any lights on the remote you will need to change the batteries or confirm the remote has batteries. 
  5. After verifying this if the remote is not communicating with the AEP still you will want to factory reset the remote by pressing the “home” and “0” button at the same time for 5 seconds until you see 5 flashing lights on the remote. 
  6. After confirming the remote has been factory reset try and control the AEP box to see if there is any change. If there is no change then you will need to possibly try a different AEP remote or AEP STB to test and see if the same issue occurs. If the new remote or AEP STB works it could possibly be a defective AEP STB.
  7. To ensure this you will need to test AEP STB or remote in a different remote with a different AEP or remote that was not previously tested. 

TV PAIRING 
To pair the remote to the TV you will need to pair it using the following remote pairing instructions, and codes until one of the codes communicates with the TV brand/model that is inside of the unit.

AEP 2 (Remote Pairing issues)

  1. Whenever troubleshooting an AEP remote, you will first want to verify if the remote is allowing you to control the AEP STB or TV functions. 
  2. If the remote is not programmed to the AEP box via RF then you will need to pair the remote by holding down the rewind button and the fast forward button at the same time for at least 3 seconds until you see various flashing lights on the remote. The remote will continue to try and pair via RF until the AEP communicates. 
  3. If this does not work try and factory reset the AEP2 remote by holding down the Dash and Info button at the same time for 3 seconds followed by code 981. This will factory reset the remote, and then you can attempt step 2 again. 
  4. If the remote is still not pairing then a quick and easy way to pair the remote is through the AEP portal if and only the AEP is properly connected and receiving an internet connection/Wi-Fi connection. You can do this by doing the following
  • First log in to the AEP portal, and open up the account the AEP STB is on and locate said AEP STB with the serial number associated with that AEP. 
  • Once in the portal you will select the “remote control and screenshot” option on STB controls. 
  • From here you will then access the Admin settings, by clicking on “Admin settings” on the bottom of the remote control in the AEP portal. 
  • You will then put in the Admin settings pin of (75309)
  • Once in the Admin settings you will go down to “remote control”, where you will need to make sure to select “pair remote in RF” 
  • You will then have the customer follow the onscreen prompts to pair the remote. If there is already a remote paired with the AEP STB you will need to make sure to unpair it before pairing the new one or the same remote again. This prompt will also appear in the same “remote control” screen. Once done with this the remote should pair successfully to the AEP. 
  • From here you can also select to pair the AEP remote with the TV if the AEP can detect the correct TV brand which is in the room. 

If the AEP cannot detect the brand, and or pair to the TV through the Admin settings.