Hands-On Troubleshooting Set Top Boxes for Installers
Course Description
Carriers are introducing IPTV services using IPTV set top boxes. Installers will need to be able to understand how IPTV services function so that they can verify that the service is functioning correctly across the network access. Once the service has been verified the installer must be able to configure and interface the customer TV to the service.
When error conditions occur installers must be able to identify them and troubleshoot the source of problems and where possible reconfigure the service to fix the faults.
At the end of the course attendees will be able observe IPTV services and recognize typical fault conditions and their fixes. They will be able to analyze traffic to identify the service works correctly as well as troubleshoot Set top box problems within the customer premises when they occur.
Attendees will observe typical fault conditions within class to familiarize themselves with what customers might observe and practice troubleshooting test situations to identify the potential faults.
Students Will Learn
Describe Key IPTV Services And How They Work In Simple Terms
Distinguish Typical Fault Conditions Reported By Customers
Select The Right Tools For Testing Services
Test And Fix Problems Reported By Help Desk And Customer Support Staff
Troubleshoot All Problems Caused By Customer Miss-Operation
Identify Faulty Components That Can Be Repaired Or Replaced
Test And Recognize IPTV Service Faults And What Is Required To Fix Them
Communicate With Second Line Support Staff Fixing Central Service Faults
And More...
Target Audience
Technicians, contractors, union craftsman, electricians, installers, engineers, and anyone involved in installing, maintaining, troubleshooting Set-Top Boxes.
Course Outline
Module I: IPTV Services and How They Work
What the customer can expect from IPTV
Standard Definition Television
High Definition Television
Types of IPTV
Multicast Live TV
Video On Demand
Recording IPTV
Where Live TV Comes from: The Head-End
Video On Demand Servers
Module II: Troubleshooting Multicast Live TV Services
How Live TV is transported
What happens when customers select channels
The impact of network delay
The impact of network access overload
The impact of packet loss
How customers describe problems
Lip Sync and sound problems
Picture sizes and shape
Configuration and addressing issues
What the customer can do to crash the system
Tests the Technicians can perform to locate the problems
Module III: Analyzing and Verifying IPTV Services
Using Laptop tools to verify multicast services
Playing multicast TV services
Addressing issues and their correction
Module IV: Interfacing TV to Set Top Box
S Video and what can go wrong
Composite Video
HDMI Interfaces
Implementations and versions of HDMI
Antenna feeds and channel selection
High Definition sound feeds and Lip Sync
What the can be configured on TVs
Consumer Electronics Interface
Equipment Compatibility
Networking Interfaces
Faults that can occur with the TV and their fixes
Module V: Troubleshooting Customer LAN Issues
Types of customer LAN
Impacts of Wireless
Network Address Translation and DHCP
Access points and Routers compared
Routing tables
Identifying routing table problems and fixes
Testing routing
Module VI: Video On demand Problems
Differences between VoD and Multicast TV
Different network loading problems
Testing loading issues
Security and DRM issues and their impact on services
Access identities and age restrictions
Module VII: The Installer and Troubleshoot Tool Kit
More tools is not better
Simple testing tools on a Laptop
Things to avoid
Protocol Analyzer
Video Player
Transport stream testing
Module VIII: Developing an Installation and Testing Plan
Recognizing how customers describe problems
Matching descriptions to possible faults
Speculating on potential problems
Divide and conquer
Looking for most likely faults first
Selecting tests which reduce the list of potential problems
Verifying faults and fixing them
Delivery Method
Instructor led with numerous Hands-On labs and exercises.
Equipment Requirements (This apply's to our hands-on courses only)
BTS always provides equipment to have a very successful Hands-On course. BTS also encourages all attendees to bring their own equipment to the course. This will provide attendees the opportunity to incorporate their own gear into the labs and gain valuable training using their specific equipment.
