Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care

Different Channel Group Environments
1. My DStv channels show the channels the customer is subscribed to
2. All Channels – shows all the channels, even ones not subscribed to
3. Channel Group 1 can be set up in the DStv Explora as a favourite channel group. This
can be set up to only have selected channels in and can be given a unique name and a
colour (Channel 100 will always be a default favourite channel). Audio channels can also
be added to this group. Press the DStv button on RCU> User preferences> then
Favourite channels

Recordings
This is limited to 40 series recordings.
Prioritise series recordings
If you want to record two series that are broadcast in the same time slot, Priorities will allow the
DStv Explora to know which series to record first, and which series to record when there is a
repeat. You can prioritise series recordings by pressing the DStv button> Planner> Series
manager> OK on the series, then select to increase or decrease the priority.

The list of series recordings must be sorted in PRIORITY to be able to set the priority.
Press the OPTIONS button to select the sort order of the list

Resolve Recording Conflicts
There are three options to resolve recording conflicts:

1. Schedule other airing – schedule a recording for a repeat of the show you want to
record

2. Resolve it myself – goes to the Resolve Conflict screen where you can resolve the
conflict

3. Cancel this request – cancel the last recording you attempted to set

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Access The DStv Touch Interactive Applications

To access DStv Touch interactive application, the customer must press the OK button on the
remote from any video channel, then select by pressing “OK”, the desired option from the
following menu:

1. Dish on TV
2. DStv Easy Info
3. Competitions
4. Sports
5. Weather & News
6. My Schedule

Access The Audio Bouquet Using Different RCU’s

To access the audio/radio services, please follow the underlined procedures below.

The Original MultiChoice RCU (Bottle Shape Remote)
MCA – 1131 & 1132

1. Press the music note button once on remote control will take the client
directly to the DMX channel

2. Press the TV button once or twice to exit out of the audio bouquet and
return to the DStv package with the last viewed channel displayed on the
TV

The MultiChoice Universal RCU
MCA 1131/ 1132

1. Press Shift then the TV button, on the remote control
(The Audio bouquet is accessed e.g. DMX, Radio Services)

2. Press the TV button once to exit out of the audio bouquet and return
to the DStv package with the last viewed channel displayed
on the TV

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Access DStv Bouquet Options

To access multiple bouquet services, Press the TV button on the remote control.
The following mini menu will appear with the current package names listed:

1. Favourite Channels
2. DStv
3. DStv Audio
4. DStv Specials
5. DStv Indian
6. DStv Portuguese
7. Commercial Package
8. Commercial Subscriptions
9. Public IS7/10 (Testing/Free)

Select the desired package with the UP / DOWN arrows buttons on RCU. Once the desired
selection is highlighted, press OK to activate. Once in the desired package, it will default to
channel 100 of the current package, press P+ / P- to scroll to the desired service.

You can also use the channel grid to access channels on different packages. To access the channel
grid, use the left or right arrow keys on the RCU. The channel grid is used to surf through
channels easily.

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The LNB & Network Configurations - Home Network
The decoder signal strength can be a problem when it comes to picture quality on a customer’s
decoder. To see the decoder signal strength for a Single View Decoder, you can click on the Menu
button from the RCU to get to the following screen on a TV:

Before we have a look at the difference in Main Menu layouts for these decoders, let us see what
would appear when “Advanced Options” is selected in the single view decoder.

Integrated Training Guide General Customer Care
Accessing HD Decoder Channels
Customer must press the TV button on the remote-control unit, and then select All Channels.
From there, use Right and Left arrows to go to the desired channels of a package.

Network Configuration On HD Decoder
Looking at the HD PVR Decoder Main Menu, you would note that the look and feel is different from
that of single view decoder.

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Module 4
XtraView

Topics
 Concept Of XtraView
 Decoder Menu Settings
 Installation

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Concept Of XtraView

XtraView allows customers to get more than just one channel in their home at the same time, with
the option of either 2 or 3 independent viewing environments. The XtraView subscription mirrors
the customers’ chosen DStv package at the cost of a single subscription, along with either 1 DStv
access fee (R90) for 2 decoders or 2 DStv access fees for 3 decoders linked in XtraView.

The Heartbeat

2 or 3 decoders are linked together by means of a heartbeat cable. The heartbeat is communicated
from the primary decoder to the secondary decoder every 30 seconds and is received by the
secondary decoder every 2 mins. The heartbeat is sent from the primary decoder to the secondary
decoder at a frequency of 7.2 MHZ.

The primary decoder will only communicate with the secondary decoder within this XtraView
network when they are registered and paired on Clarity. If the secondary decoder loses the
heartbeat signal for more than 30 minutes, there will be an interruption of audio and video until the
heartbeat is restored. The heartbeat is sent and received via the RF ports on the decoders and is
transmitted via RF coaxial cables.

When the decoders are connected in XtraView, there is no difference in their functionality. i.e. the
features remain the same regardless of whether it’s a primary or secondary decoder. When linked in
XtraView, the secondary decoder(s) will NOT work if the primary decoder is removed, switched off
or if the heartbeat is removed.

However, the primary decoder continues to work even if the secondary decoder is not working or if
the link is broken.

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XtraView Combinations

2 Decoders In XtraView 3 Decoders In XtraView

Compatible Decoders Compatible Decoders

• 1110 / 1131 / 1132 / HD4U + 1110 / 1131 / • HD 5U (4137)

1132 / HD4U / HD5U • HD 4U (4136)

• HD PVR + HD PVR (Pace / UEC, 4 or 2 tuner) • HD PVR Explora (1 & 2)

• HD PVR (Pace / UEC, 4 or 2 tuner) + SD PVR

• HD PVR (Pace / UEC, 4 or 2 tuner) + 1110 / 1131

/ 1132 / HD4U / HD5U

• Explora (1&2) + Explora (1&2)

• Explora (1&2) + All the above decoders

XtraView Checklist

1. Check that both decoders are XtraView compatible
2. Ensure the heart beat cable is connected correctly and securely
3. Ensure the XtraView menu settings correspond with where the heartbeat cable is connected

(RF In & RF Out)
4. Ensure that the XtraView activation is done correctly on Clarity

Important facts about the SD PVR on XtraView

✓ The SD PVR will always be a secondary decoder on a XtraView network
✓ The heartbeat cable will always connect to the RF Out port on the SD PVR
✓ The SD PVR only works with the HD PVR and Explora on XtraView
✓ A heartbeat test can only be done from the HD PVR to the SD PVR

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Installation Options For 2 Decoders On XtraView
1110/1131 to 1110/1131

1110/1131 to HD PVR

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HD PVR to SD PVR

DStv Explora to DStv Explora

➢ The maximum Cable length between the DStv Switch and DStv Explora should be less than
50 meters

➢ Maximum Cable length between 2 DStv Switch (when cascading to connect 2 Explora’s
should be less than 50cm

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DStv Explora to 1132

DStv Explora to 2-Tuner

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DStv Explora to 4-Tuner

Two DStv Explora’s with Smart LNB

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Decoder Menu Settings

XtraView Menu - 11 Series
XtraView setup menu settings should match heartbeat cable connection.

XtraView Menu Settings

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Installation

Installation Options for 3 decoders in XtraView
In the previous section, we showed you how customers can link only 2 decoders on XtraView at a
monthly cost of the normal DStv subscription plus ONE Access Fee.

Now, we will focus on linking 3 decoders on XtraView with a monthly DStv subscription plus TWO
Access Fees.

The primary decoder in this XtraView set up MUST always be the DStv Explora.

Allowed Combinations – 3 Decoders In XtraView

Primary 1st Secondary 2nd Secondary
DStv Explora
DStv Explora DStv Explora DStv Explora
DStv Explora
DStv Explora DStv HD Decoder (4U)

DStv HD Decoder (4U) DStv HD Decoder (4U)

It is recommended that all XtraView installations be done by DStv accredited installers. When a
customer has an installation related question/s they should be referred to an accredited installer.

The recommended installation for three decoders on XtraView is a DStv Smart LNB.

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If the customer disconnects the primary decoder, installation changes may be required. (i.e. a
heartbeat cable will need to be installed between the 1st Secondary & 2nd Secondary decoders)
Smart LNB with 3 Explora’s (recommended installation)

User Band Settings - 3 Explora’s In XtraView

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Smart LNB + 1 Explora + 2 HD 4U (recommended installation)

User Band Settings - 1 Explora & 2 HD 4Us

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Quad LNB + Smart Switch + 3 Explora’s

Smart LNB With Combiners

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Smart LNB + 3 Explora’s + 2 Way Splitter

Smart LNB + 3 Explora’s + 3 Way Splitter

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Relay Commands

XtraView capable decoders can Relay or “Pass On” remote commands. Customers can watch and
control channels from a decoder in a different environment without the need for a TV link, whilst
have decoders in different rooms.

The remote relay is possible by using the correct remote control and remote mode (e.g. mode 1, 2 or
3). This enables the decoder to function as a TV link for that remote mode. Relay remote commands
can be sent and received using the RF IN or RF OUT transmission ports, provided that the
transmission port settings are configured correctly on the Remote-Control Settings menu.

Programming Remote Modes

To control DStv decoders situated in different rooms, it is recommended that the remote modes for
the DStv Explora and the DStv HD decoders be programmed for TV1, TV2 and TV3. This will prevent
command conflicts in different rooms when using the remote to control specific decoders in the
XtraView network.

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Setting Up Remote Modes – TV1

Setting Up Remote Modes – TV2

Setting Up Remote Modes – TV3

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Module 5
GOtv

Topics
 Digital Terrestrial Transmission (DTT)
 Requirements To Access GOtv
 Transmitters

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Digital Terrestrial Transmission (DTT)

Requirements To Access GOtv (DTT)

GOtv customers are required to have the following:
1. GOtenna
2. A GOtenna Decoder & Smartcard
3. An Active GOtv Subscription

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Transmitters

Terrestrial transmitters are erected at various determined locations where coverage is optimized.
Transmission coverage area varies based on many factors including the terrain. The
coverage area range is deemed to be between 30km to 50km radiuses per transmitter.

Unlike satellite transmission, there are areas where there is no coverage regardless of
the digital broadcaster e.g. parts of Northern Cape

A customer who views TV in an area that falls within the GOtv coverage area will be able to receive
the GOtv signal and picture. On the other hand, a customer viewing TV outside of the coverage area
will need to decide either to install satellite or be unable to view any TV from any broadcaster
including the free-to-air (FTA) channels.

You will need to advise the customer to check the coverage area
(by physical address) before they purchase the GOtv decoder.

Where the viewing address falls outside the coverage area, advise
them to purchase DStv.

DTT Coverage Map

Advise the customer to check the coverage map before purchasing the GOtv decoder on
https://gotv.afrigis.co.za/ or the USSD code *120*468872# using their address or any other address
in a different province.

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Module 6
Decoder Warranty

Topics

 Warranty Rules

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Decoder Warranty Rules

New devices have a 12-month warranty from the day of activation (not purchase). This warranty
stipulates that if a customer brings a faulty device, within sixty days of purchase, to the initial point
of purchase or to a Branch, a swop will be performed unless the device has been intentionally
damaged.

Where the device is still under warrantee, the customer is not charged for the repair of the faulty
device.

The warranty is divided into the following categories:
1. Under 60 Days swap procedure (new device at Branch or point of purchase)
2. After 60 Days repair procedure (service stock with no charge to the customer)
3. After 1 Year repair procedure (service stock with a charge to the customer)
• Service stock has a 6-month warranty (extended warranty)

Where there is no service stock available for that decoder model. This will then be replaced
with the latest model e.g. DSD4137

A Branch can also carry out an exchange on behalf of Retailers, Agencies and Accredited
Installers as each Branch carries consignment stock. Agencies do not carry consignment
stock for this purpose, as they themselves have had to purchase the devices as retailers.

When a Customer contacts the Contact Centre with a faulty decoder, please check the date
the device was activated in Clarity and the nature of the problem.

Note: The device will not be swopped if it is physically or intentionally damaged.

The Agency or Branch will also check the Decoder, as the problem may be installation related. Once
the nature of the fault has been identified e.g., a blown fuse, the device will then be swopped out, if
necessary.

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After 60 Days Warranty

This warranty stipulates that if a customer brings a faulty device, within 60 days of purchase, to the
initial point of purchase or to a Branch, a swap will be performed, unless the device has been
intentionally damaged.
Devices must be swapped like-for-like at the nearest MultiChoice Branch:

✓ The fault has been identified as hardware related
✓ The fault cannot be fixed over the telephone
✓ The initial 60 days’ warranty has passed

Where the above requirements are in place, then please advise the Customer to follow the
underlined process:

1. The device will be inspected at the Agency or Branch to ensure that the damage is not
physical or intentional. The warranty stipulates that physical or intentional damage requires
the device to be sent in for repairs and that the Customer’s account will be debited with a
standard repair fee.

2. The Branch will also check the DSD, as the problem may be installation related. Once the
nature of the fault has been identified e.g., a blown fuse, the Agency or Branch will then
issue replacement decoder and send in the faulty one to the Decoder Centre for repair.

The Customers services must be restored on the replacement decoder once the swap is completed
in Clarity.

After 1 Year Repair Procedure

This warranty stipulates that if a customer brings a faulty device, after twelve months of purchase,
to the initial point of purchase or to a Branch, the customer will be charged a standard repair charge.

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Module 7
Connected DStv Explora

Topics
 Connected Services
 Connecting DStv Explora To Internet

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Connected DStv Explora

When a customer connects their DStv Explora to the internet and has their DStv Explora enabled for
Connected Services they can get access to these features:

Connected Services

DStv Catch Up
Allows our customers to “catch up” on some of the hottest content – from
series to movies, kids’ content and sporting highlights. These videos are
automatically downloaded to their Explora PVR via satellite.

Remote Recording
The ability to schedule recordings when they are away from home (for
any customer paying the monthly Access Fee with DStv Connect
account linked to their Explora smartcard).

Showmax
The ability to download now and / or watch while it downloads (the difference between the two is
that at the end, it’s not “saved” onto the DStv Explora) a wider variety
of content ranging from local to international productions (for any
customer paying the monthly Access Fee & a separate Showmax
subscription).

DStv Catch Up Plus
DStv Catch Up Plus offers our DStv Premium customers access to hundreds more of the latest and
greatest programming titles, including box sets and exclusive content. When their DStv Explora is
connected to the internet in their home, a catalogue (not the content, just a menu) of additional
DStv Catch Up content gets presented to them. Customers get access to a larger content by
downloading these videos to their DStv Explora (must have space on their Explora with the DStv
Catch Up Plus functionality set to “On”).

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Customers can then choose what they want to watch and once selected, this gets downloaded via
the internet, straight to their DStv Explora. Downloaded Catch Up content uses the same hard
drive space as their personal recordings. (e.g. the more Catch Up content the customer
downloads; the less space they will have for the personal recordings).

As with all other DStv Catch Up content, each programme has an expiry date and time and is
automatically deleted from their DStv Explora when the expiry date has been reached, or the user
can delete the download manually.

Access DStv Catch Up Plus

Requirements to access DStv Catch Up Plus:

1. An internet connection in their home (data charges apply when connecting the DStv Explora to
the internet. We recommend an uncapped connection.
✓ minimum 2Mbps is required for downloads or remote recording
✓ for SD viewing, a minimum of 4Mbp is required
✓ For HD viewing (and the best experience), a minimum of 10Mbps is recommended.
Visit dstv.com/GetConnected for more information and Terms & Conditions.)

2. A DStv Explora which is connected to the existing internet in their home
✓ You can check the connectivity on the DStv Explora
• Press HELP
• Select “Tools”
• Select “Connectivity Checker” and press OK.

3. Their DStv Explora must be enabled for DStv Catch Up Plus - to do this:
• Press the blue DStv button,
• Select “Settings”,
• Select “User Preferences”,
• Select “Connected Services” and set DStv Catch Up Plus to “On”

4. An active DStv Premium and a monthly access fee subscription
5. Some free space on their DStv Explora (for downloads)

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Data charges apply when connecting the DStv Explora to the internet. We recommend an
uncapped connection. Visit dstv.com/GetConnected for more information including Terms
& Conditions. Downloading video consumes large amounts of data so please be aware of
their data package limits and costs. DStv will not be held responsible for data usage. The
monthly access fee is payable. DStv Catch Up Plus exclusive to DStv Premium customers.
Terms & Conditions apply.

DStv Catch Up vs. DStv Catch Up Plus

DStv Catch Up DStv Catch Up Plus

• DStv Catch Up is a feature that allows our • Their DStv Explora needs to be
customers to “catch up” on some of the connected to the internet in their home
hottest content – from series to movies, for an even wider selection of Catch Up
kids’ content and sporting highlights. content
These videos are automatically
downloaded to their Explora PVR via • For our DStv Premium customers
satellite paying an Access Fee, it gives them
access to additional DStv Catch Up
• There are over 150 hours available to our titles
DStv Premium, Compact Plus and
Compact customers. And for series, we • Once connected you can choose to
have multiple episodes of many series (we watch these titles WHILE they
call this “stacking”) to allow you to catch download, or you can download them
up on their favourite shows and watch them later

• Content is specific to the package and the • With DStv Catch Up Plus you can also
channels available in that package schedule their downloads to start and
pause downloading at a specific time

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Remote Recording
Remote Recording is a convenient feature that allows customers to schedule a recording when
they are away from home.

To do this, customer must:
✓ Log in to the online TV Guide (DStv Explora smartcards must be linked to the customers’
online profiles)
✓ Then select the programme they would like to record,
✓ Then click on the option to record to the DStv Explora

Requirements to use Remote Recording
Customers need the following to schedule remote recordings:

1. An internet connection in the home (data charges apply when connecting the DStv Explora
to the internet. We recommend an uncapped connection. Customers can visit
dstv.com/GetConnected for more information including Terms & Conditions.)

2. A DStv Explora which is connected to the existing internet in the home
3. The DStv Explora needs to be enabled for Remote Recordings to do this, they must:

• Press the blue DStv button,
• Select “Settings”,
• Select “User Preferences”,
• Select “Connected Services” and set Remote Recordings to “On”).
• Have an active DStv subscription including a monthly access fee
• A Connect ID with the DStv Explora smartcard number linked to the Connect ID. (They
only need to do this once. Remote Recording will become available within less than a
minute of setting up the Connect ID.)
• Access to both the website (online) and DStv Now App
• Some free space on the DStv Explora for recordings

Remote recordings are given the highest priority on the DStv Explora and any
conflicting scheduled recordings are cancelled (and automatically rescheduled
where possible).

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No space available on the DStv Explora when scheduling a Remote Recording

If the “Auto Delete” option on the DStv Explora is set to “On”, the decoder automatically deletes
some recordings to make space for the Remote Recordings. The DStv Explora deletes items
from the Playlist starting with the oldest, unlocked recordings.

We recommend the customer delete programmes from the Playlist as soon as they have
watched them, to make sure you always have space available.

We also recommend that customers switch on the “Auto Delete” feature on the DStv Explora. This
automatically deletes recordings if space is required for new ones.
To switch “Auto Delete” on:

• Press the blue DStv button
• Go to “Settings”
• Select “User Preferences”
• Select “Recordings”
• Set “Auto Delete” to “On”
• Press BACK to save the setting

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Remote recording on the secondary DStv Explora in XtraView

The following must be checked on the secondary connected DStv Explora, access the menu:
• Press the blue DStv button
• Navigate to Settings
• Navigate to User Preferences
• Navigate to Connected Services
• Navigate to Remote Recordings.
• This must also be on the ON status

The smartcard of the secondary Connected Explora must also be linked on now.dstv.com
under My Profile

Showmax
Showmax is an internet TV Subscription Video on Demand, showcasing world class movies, series,
kids’ shows and documentaries. Subscribers can watch our 25000 movies and series episodes
anywhere and at any time or even download shows to watch offline.

Customers who make use of a credit card, PayPal or add to DStv account, can start to enjoy a 14-day
trial. They you can watch shows for 14 days without being billed. When they unsubscribe by
cancelling at which point they will not be charged after the 14-day trial expire.

Customers can register up to five devices on one Showmax account.

Using Chrome and IE on one device will register as separate devices.

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How much does it cost?
Showmax subscription is R99 per month.
For our DStv Premium customers, Showmax subscription is offered at a zero rate (if
customers change their method of payment to “Add to DStv” on their Showmax profile)

Package Current Offer

DStv Premium Showmax is R0 when the customer adds it to
their account. No need to be on debit order
DStv Compact Plus If the customer pays by debit order, they can
DStv Compact add Showmax to their DStv account. They pay
DStv Family R49 per month
DStv Access
DStv EasyView If the customer pays by debit order, they can
add Showmax to your DStv account. They pay
the normal R99 per month

Note: This special is valid until 31 March 2019!

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Requirements to access Showmax on DStv Explora
1. An installed DStv Explora with the latest software
2. The DStv Explora needs to be connected to the internet with Connected Services enabled
to retrieve and display the Showmax catalogue
✓ We recommend an uncapped connection
✓ Customers can visit www.Showmax.com for more information including Terms &
Conditions.
✓ For the best experience, a download speed of at least 10Mbps is recommended
3. Active monthly Access Fee
4. Then you’ll need to sign up to Showmax by going to showmax.com
5. Showmax is also available via DStv Now app for
registered customers

DStv Catch Up Plus Showmax

On the DStv Explora, Catch Up Plus is Showmax is available to all DStv Explora customers
available to DStv Premium customers paying the monthly Access Fee. A separate
paying the Access Fee subscription is required and the DStv Explora must
be connected to the internet to view Showmax
BoxOffice content

On the DStv Explora, BoxOffice is
available to all DStv customers paying the
monthly Access Fee

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Connecting DStv Explora To Internet

Connect directly from a router using an Ethernet cable
Where the DStv Explora is close enough to the router, a customer can connect the DStv Explora to
the router using an Ethernet cable.

Step 1: The customer must insert a standard Ethernet cable directly into the green Ethernet port
at the back of their DStv Explora and then insert the other end of the cable into an
available Ethernet port on their router.

Step 2: They must confirm that the DStv Explora is connected to the internet using the
Connectivity Checker on their DStv Explora.
• Press HELP on the remote
• Select Tools
• Select Connectivity Checker and press OK

A red cross will indicate if a connection could not be established with any of the
connected service's servers, i.e. Catch Up Plus, Showmax or Remote Recordings. The error
text container shall display an error for troubleshooting purposes. If any of the connected
services are switched off, then the result will be displayed, and no further checks will be
done until the checker is run again.
Step 3: The default setting is “Off” for all connected services on the DStv Explora. The customer
can manually select the services they want to be enabled.

• Press the blue DStv button
• Select “Settings”
• Select “User Preferences”
• Select “Connected Services”
• You can then set each of the Connected Services “On” or “Off” individually
• Press BACK to save the setting

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Connect using a DStv Wi-Fi Connector
If their router is in a different room to their DStv Explora, or if you want to avoid running an
Ethernet cable from the router to the DStv Explora, we recommend that you use the DStv Wi-Fi
Connector to connect their DStv Explora to the internet. Wi-Fi signal must be available in the room
their DStv Explora is in.

The DStv Wi-Fi Connector is a device allowing the customer to easily,
and wirelessly, link their DStv Explora to the router in their home.

Customers can buy it from MultiChoice DStv Service Centres, Agencies as well as major retailers
✓ It is packaged with the necessary cabling and a basic user guide
✓ It comes with a 12-month warranty from the date of purchase
✓ It is NOT covered in their Decoder Insurance

There are 2 ways in connecting through the DStv Wi-Fi Connector:
• Option 1 - Automatic setup
• Option 2 - Manual setup

Option 1 - Automatic setup (if their router has a WPS button):
1. Using the supplied power cable, connect one end into the USB port on the back of the DStv

Explora and the other end into the power input on the back of the DStv Wi-Fi Connector
2. The Power LED on the front of the DStv Wi-Fi Connector should light-up solid Amber, changing

to solid White (confirming it has power)
3. Press the WPS button on their router, followed by the WPS button on the DStv Wi-Fi Connector

• Wait 2 minutes
• The Wireless LED on the front of the DStv Wi-Fi Connector will flash White (while the

WPS is in progress) and change to solid White (once a connection is established)

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Troubleshooting

If the Wireless LED on the DStv WiFi connector flashes amber, there’s a
WPS error or security type/password mismatch. It is recommended that
the customer use the manual setup.

If the Wireless LED on the DStv WiFi Connector is solid amber, the
internet connection is weak. The customer must move the DStv WiFi
Connector closer to the router and try again.

4. Using the supplied Ethernet cable, insert the one end into the green Ethernet port on the back
of the DStv Explora. Now insert the other end into the Ethernet port on the back of the DStv
Wi-Fi Connector

5. You can now check the connectivity on the DStv Explora
• Press HELP
• Select “Tools”
• Select “Connectivity Checker” and press OK.

6. The default setting for all Connected Services on their DStv Explora is set to “Off”. You can
manually select which of the services you want enabled
• Press the blue DStv button
• Select “Settings”
• Select “User Preferences”
• Select “Connected Services”
• You can then set each of the Connected Services “On” or “Off” individually
• Press BACK to save their setting

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Option 2 - Manual setup (If their router does NOT have a WPS button):
1. Customer must place their computer close to the router
2. Turn Wi-Fi off on their computer
3. Using the supplied power cable, connect one end into the USB port on their computer and
the other end into the power input on the back of the DStv Wi-Fi Connector
4. Using the supplied Ethernet cable, insert the one end into the Ethernet port on their
computer. Now insert the other end into the Ethernet port on the back of the DStv Wi-Fi
Connector

5. Open the web browser on their computer and type http://dstvWi-Fi.local/ into the address
bar.
• If the dstvWi-Fi.local does not work then the user can type in the IP of the device,
which is 192.168.2.254, into the address bar

6. Select their router from the list, enter their wireless password and click on “Connect”.

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Troubleshooting

“WLAN” – network could not be found – your DStv WiFi Connector may be too far
from your router or your router may be off. Please move the DStv WiFi Connector
closer to your router and ensure that the router is switched on.

“Wrong password” – you entered the wrong WLAN password. Please enter the
correct password and try again.

7. Disconnect the DStv Wi-Fi Connector from their computer.
8. Using the supplied Ethernet cable, insert the one end into the green Ethernet port on the

back of the DStv Explora. Now insert the other end into the Ethernet port on the back of the
DStv Wi-Fi Connector.
9. Using the supplied power cable, connect one end into the USB port on the back of the DStv
Explora and the other end into the power input on the back of the DStv Wi-Fi Connector.
10. The Power LED on the front of the DStv Wi-Fi connector should light up (solid amber) and
then change to solid white, confirming the DStv Wi-Fi Connector has power.

Wait 2 minutes
The Wireless LED on the front of the DStv Wi-Fi Connector should light up (solid White) once an
internet connection has been established.

Troubleshooting

If the Wireless LED on the front of the DStv WiFi Connector is solid
amber, the internet connection is weak. To fix this, move the DStv WiFi
Connector closer to the router and try again

You can now check the connectivity on the DStv Explora
• Press HELP on the remote
• Select Tools
• Select Connectivity Checker and press OK

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The default setting for all Connected Services on their DStv Explora is set to “Off”. You can manually
select which of the services you want enabled.

• Press the blue DStv button
• Select “Settings”
• Select “User Preferences”
• Select “Connected Services”
• You can then set each of the Connected Services “On” or “Off” individually
• Press BACK to save their setting

Connect using the DStv WiFi Connector USB3000
1. Insert the USB3000 into the USB Port on either the back or front of the

DStv Explora
2. The Power LED on the front of the DStv WiFi Connector USB3000 will

glow solid white (confirming it has power)

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3. Press HELP on the remote
• Select 'Tools'
• Connectivity Checker
• Press OK.

4. The Connectivity Set-up screen will display

5. Searching for a WiFi network will start and the light on the device will blink indicating it is working.
Once a network is found, select and enter the WiFi password. If no WiFi network is found, a
message will be displayed
Troubleshooting

If the WiFi network is not found, move the docking station to a position where it
is most, likely to receive a WiFi signal.

If the WiFi network is still not found, check that the router is switched on and
connected to the internet. Restart the router if possible.
6. If the password entered is correct; the Connectivity Checker screen will display and perform the
necessary checks. If the password is incorrect, the viewer will be prompted to re-enter the
password

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Section 4
Error Codes & Troubleshooting

Topics
 Technical Error Codes
 Escalation Templates
 Troubleshooting

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Technical Error Codes & Escalation

Error: E04-4

Status Source Status Code Screen Text Description
SC Marriage E04-4
E04-4: Please insert The smartcard is not inserted into the

smartcard decoder smartcard slot

Guidelines
✓ Insert the correct / valid smartcard in the decoder smartcard slot.

Error: E05-4

Status Source Status Code Screen Text Description
Smartcard not
valid E05-4 E05-4: Unknown Smartcard not valid - re-insert a valid

smartcard smartcard

Guidelines
✓ Insert a valid smartcard in the decoder smartcard slot.

Error: E06-4

Status Source Status Code Screen Text Description

Smartcard failure E06-4: E06-4: Smartcard Communication with smartcard failed -

failure smartcard or the smartcard reader could
be damage

Guidelines
✓ Please check if the smartcard is not damaged and gently re-insert smartcard.
✓ Reset/Flash erase the decoder, without the smartcard in the decoder. Once the E04 message
appears to insert the smartcard.

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Error: E16-4

Status Source Status Code Screen Text Description

Services inactive E16-4 E16-4: Service is This message indicates that there is no

currently scrambled product in the smartcard to enable that
service or service to be viewed

Guidelines
✓ Please send a suitable product (e.g. E16 digital reset or re-auth) to enable the service to be
viewed.

Error: E17-13

Status Source Status Code Screen Text Description
SC Marriage
E17 E17-13 Service is The viewer is not entitled to watch this

currently scrambled service because the Smart Card is

rejected by the Smart Card Marriage
function

Guidelines
✓ Identify if this is a new installation or if the smartcard was in a different decoder, also check if
the card and decoder belong to the same owner.
✓ Use escalation template where required.

Error: E18-4

Status Source Status Code Screen Text Description
Smart Card E18 E18-4 This The viewer is not entitled to watch this
channel is not service due to a product blackout filter
available in this imposed by the Headend
location

Guidelines

✓ This message is expected to display in case when the keys in the smartcard and the

decoder do not match and it could be because the keys are outdated.

✓ Please confirm that the decoder and smartcard are eligible.

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Status Source Status Code Error: E19-4 Description
Smart Card E19 Screen Text The viewer is not entitled to
watch this service because
E19-4 The subscription to this the product entitlement on
channel has expired. To renew, call the Smart Card has expired
<phone number>. smart card
number: <smart card number>

Guidelines
✓ The customer is unable to watch the channels because the product entitlement has expired.
It could be because the smartcard has been inactive or not connected to the satellite signal
for a long period of time.
✓ The decoder and smartcard need to be connected to the satellite signal. Alternatively, if it
does not resolve, a re-auth needs to be sent to the smartcard.
✓ Use escalation template where required.

Status Source Status Code Error: E30-4 Description
Smart Card E30 Screen Text An authentication failure
occurred during ECM
E30-4 Currently unable to submission by SoftCell to
view this channel. the Smart Card. This is due
If the problem persists, call to a key mismatch between
<phone number>. the playout and the Smart
smart card number: <smart Card
card number>

Guidelines
✓ This error message is expected to display when a decoder with an active smartcard (i.e. smartcard

with active products) has not been receiving required keys (referred to as control word) from

satellite signal.
✓ If more than one subscriber is affected by an E30-4 at any given point in time (and verified that it

is not installation or faulty decoder or faulty smartcard), then those cases need to follow normal

escalation procedure i.e. escalating to Command Centre.
✓ Use escalation template where required.

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No Possible Root Cause Possible Solution & Suggestions

1 Decoder not receiving power from the mains for a This is an expected behavior and decoder is expected to recover
while (could be due power failure in the area or from this state if left connected to satellite signal for about 2

decoder disconnected from the mains minutes or so (and of course, assuming there is power supplied

to that decoder)

2 Decoder not getting power from the mains for an Once power is restored, leave the decoder connected for some
extended period (could be due to power failure in the time until E30-4 is cleared, once the keys are updated. If E30-4 is

area or power cable removed) not clearing automatically then contact the Call Centre for

assistance i.e. E30 re-auth command

3 Satellite signal cable (s) not properly connected to Ensure the signal cables are properly connected to the tuners

the decoder for an extended period (including loose and that there are no loose connections or damaged connectors.

connectors or damaged cables or marginal Also get an installer to check for LNB skew or dish alignment
installation)

4 Signal loss for an extended period because of rain Once signal is restored, leave the decoder connected for some

time until E30-4 is cleared once the keys are updated. If E30-4 is

not cleared automatically then contact the Call Centre for
assistance i.e. E30 re-auth command

5 Satellite tuners on the decoder faulty resulting on Get the decoder (with smartcard) tested at nearest Service

intermittent loss of signal Centre or one of Multichoice accredited agencies. If decoder is
faulty, solution would be to have the decoder sent in for repairs

6 Smartcard not addressable with the head-end Get the decoder (with smartcard) tested at nearest Service

command (could be due to faulty smartcard reader Centre or one of Multichoice accredited agencies. Solution could

or faulty smartcard) be to replace the decoder and/or smartcard with the latest
version

7 Smartcard not addressable with the head-end If patch level is not updating via satellite as expected, then the

commands (could be due to outdated patch level on next option is to contact the Call Centre and see if the date code
smartcard as a result of such smartcard falling cannot be updated over the air. Alternatively have such

outside of the addressable date code window). Some decoders (with smartcard) tested at nearest Service Centre or

of these smartcards are still in retail and therefore one of Multichoice accredited agencies
not getting required updates

8 Play-out related issues on the head-end (e.g. could If it is from the decoder side a “reset to factory defaults” is

be due to decoder failing to lock to a transport expected to resolve. If not, then it could be that it needs to be
stream due to changes done on that transport resolved from the play-out side

stream)

9 Incorrect EMM PID e.g. “ffff” (a rare case, however if This is expected especially in cases where decoder has moved

it happens it could have an impact on EMM from one network to another. Network scan or reset to factory
reception). The EMM PID is currently defined as defaults should be enough to resolve this

“0x500”

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Status Source Status Code Error: E31-0 Description
DStv HD 5/4137 E31-0 Screen Text We are confirming your
subscription. This may take
E31-0 We are confirming a few minutes.
your subscription IUC: <IUCNumber> (HD
5/4137)

Guidelines
✓ Clear error for the customer after confirming that they are on the correct package or advise
them to visit selfservice.dstv.com to clear this error.

Status Source Status Code Error: E32-4 Description
Smart Card E32 Screen Text The viewer is not entitled to
watch this service because surf
E32-4 Viewing is locking is active
temporarily blocked,
please stay tuned

Guidelines
✓ E32-4 unable to view this channel, is a temporary anti-piracy measure to block customer from

viewing to protect the control key. The error is expected when the decoder boot-up or when user
changes channel at a quick rate which is regarded suspicious.
✓ Leave the decoder connected to the signal to receive ECM from playout. Don’t use remote for an
uninterrupted 3 minutes.
✓ Quad0 product is required to be sent if the error does not automatically get cleared.
✓ Use escalation template where required.

Status Source Status Code Error: E33 -4 Description
Smart Card E33 -4 Screen Text We are confirming your
subscription. This may take a few
E33 -4 Channel is currently minutes. IUC: <IUCNumber>
scrambled

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Guidelines
✓ For further assistance, the customer can call the number on the screen <phone number>.
smart card number: <smart card number> " or visit selfservice.dstv.com to clear this error.

Error: E37-32

Status Source Status Code Screen Text Description
Channel E37-32:
entitlement E37-32: Service The channel is not available in the list of

does not exist services and therefore cannot be
viewed. This message is seen when

trying to tune to a service using a
channel number. It may display because

of the invalid country specified in the
smartcard

Guidelines
✓ Please ensure that the country code specified for the smartcard is correct or valid.

Error: E38-32

Status Source Status Code Screen Text Description
Channel
entitlement E38-32 E38-32: Service is not The channel is not available in the list of

running services for that country as specified in
the smartcard

Guidelines
✓ This could be because of the service being removed or discontinued or reserved for later.

Error: E43-32

Status Source Status Code Screen Text Description
Channel
entitlement E43-32 E43-32: Channel not This error indicates that a channel is not

allowed in this country allowed in a specific country as indicated in

the smartcard. This means the information

in the smartcard does not match

information in the service descriptor table

from the playout side.

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Error: E44-32

Status Source Status Code Screen Text Description

Event E44-32 E44-32: No Event This error means that the event

information not Information information for the channel tuned to is
available not available and there is parental

guidance set

Guidelines
✓ Please enter the correct PIN (if known) or wait for event information to be updated. Also,
check if the signal cables are properly connected.

Error: E45-32

Status Source Status Code Screen Text Description
Channels
blocked E45-32 E45-32: Service not This error message indicates that the

allowed channels (on a specific transport stream)
are blocked for viewing from the playout

side

Guidelines
✓ Advise customer accordingly.

Error: E50-32

Status Source Note Screen Text Description

E50 Optional E50-32 An attempt is made to change to a service
No Services available list of a type (e.g. TV, Audio) and there are
no services of that type available in the

bouquet

Guidelines

✓ Each smartcard will contain products which are used to build a service list (also known as My

Channels), if an E50 is experienced it means that there are no products on card and/or there

are no services (TV/Audio) exist in that bouquet.

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