Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care

Status Source Status Code Error: E100-4 Description
Smart Card E100 Screen Text The viewer is not entitled to
watch this service because the
E100-4 Currently unable to view date code on the card has gone
this channel. backwards
If the problem persists, call
<phone number>. smart card
number: <smart card number>

Guidelines
✓ The message is expected to clear once the date code has been updated to the current one.
✓ Use escalation template where required.

Error: E101-4

Status Source Status Code Screen Text Description
Smart Card E101
E101-4 Currently unable to view The viewer is not entitled to

this channel. watch this service because the

If the problem persists, call sector number in the ECM
<phone number>. smart card playout is not on the Smart Card.

number: <smart card number>

Guidelines
✓ Products failed to load on the smartcard because there is no sector created on the smartcard.
✓ Use escalation template where required.

Error: E101-29

Status Source Status Code Screen Text Description
Session Management No Master Session Key
E101 E101-29 No MSK

Guidelines
✓ The customer is unable to record or playback a recorded item from the playlist. This could be
due to some corruption in the decoder memory that resulted in the MSK missing.
✓ Confirm that the decoder is using valid “latest” software by confirming the load version. If load
version is indicated as L:0, then the addition of MSK will be temporary and after a reboot the
decoder may lose MSK again.
✓ Use escalation template where required.

Integrated Training Guide General Customer Care V1.3 351
2018/10/26

Integrated Training Guide General Customer Care

Error: E102-29

Status Source Status Code Screen Text Description
Session Management MSK ECM Processing failure
E102 E102-29 No Subscription due to PVR Product
mismatch, PVR Pkey
mismatch, or card not in

Guidelines
✓ This means that PVR product (PVR0) is missing from the smartcard or there is product
mismatch.
✓ Re-auth (or E16 digital reset or CA special command) is expected to resolve this.
✓ Use escalation template where required.

Status Source Status Code Error: E106 Description
Smart Card E106 Screen Text This decoder does not belong to this
n/a network. The customer may have bought the
decoder in another country on a different
schema. E.g. customer bought the decoder in
Zimbabwe and brought it over to use in
South Africa

Guidelines
✓ Please contact your nearest MultiChoice branch or retailer where they bought the decoder to

return the decoder.

Error: E107-4

Status Source Status Code Screen Text Description

Smartcard and E107-4: E107-4: The smart card is not The error indicates that the

decoder paired fully authorized smartcard and decoder are not

matched or paired. This error is

applicable on secured silicone

decoders such as the 1xx series

decoders and HDPVR’s

Integrated Training Guide General Customer Care V1.3 352
2018/10/26

Integrated Training Guide General Customer Care

Guidelines
✓ The decoder and smartcard need to be paired. If successful, the message should disappear
from the TV screen.

Error: E108-4

Status Source Status Code Screen Text Description
Smart Card E108
E108-4 Currently unable to view An authentication failure

this channel. occurred during ECM submission

If the problem persists, call by SoftCell to the Smart Card.

<phone number>. smart card This is due to Patch Filter fails.

number: <smart card number>

Guidelines
✓ If the decoder is properly connected to the satellite signal, the smartcard is expected to
update patch levels to the latest one. The smartcard should be on the latest patch level.
✓ Use escalation template where required.

Error: E120-4

Status Source Status Code Screen Text Description
Smart Card The card is
E120 E120-4 Please wait, synchronizing the
timestamp with the
while the card is being system

synchronized.

Guidelines

✓ This error message is expected to display when the timestamp in the smartcard is not

synchronized with the play-out and usually occurs on reboot. The error goes hand in hand

with the E133-4 error, most of the time. This error may also occur if there are problems with

the fibre link or satellite link and scramblers failure, and this may affect more than one

customer at a time. The error may also be because of decoder failure to read the smartcard

or decoder tuner related or poor signal issues and this may not affect many customers at once.

✓ If more than one subscriber is affected by an E120-4 at any given point in time (and verified

that it is not installation or faulty decoder, or faulty smartcard related), then such cases need

to follow normal escalation procedure i.e. escalating to Command Centre

✓ Use escalation template where required.

Integrated Training Guide General Customer Care V1.3 353
2018/10/26

Integrated Training Guide General Customer Care

Status Source Status Code Error: E133-4 Description
Smart Card E133 Screen Text The viewer is not entitled to
watch this service because the
E133-4 Currently unable to view ECM timestamp expired
this channel.
If the problem persists, call
<phone number>. smart card
number: <smart card number>

Guidelines
✓ This error message is expected to display when the timestamp in the smartcard is not
synchronized with the play-out and usually occurs on reboot. The error goes hand in hand
with the E120-4 error, most of the time. This error may also occur if there are problems with
the fibre link or satellite link and scramblers failure, and this may affect more than one
customer at a time. The error may also be because of decoder failure to read the smartcard
or decoder tuner related or poor signal issues and this may not affect many customers at once.
✓ If more than one subscriber is affected by an E133-4 at any given point in time (and verified
that it is not installation or faulty decoder, or faulty smartcard related), then such cases need
to follow normal escalation procedure i.e. escalating to BTD Command Centre.
✓ Use escalation template where required.

Status Source Status Code Error: E143-4 Description
Screen Text Home Gateway
Smart Card E143 Proximity Control HNA
E143-4 Please wait. timer expired on the
If the problem persists, insert the smartcard. No
secondary card into the primary descrambling
decoder to continue viewing with the
secondary decoder

Guidelines

✓ This error message is expected to display there is a problem with heartbeat transmission or

communication from the primary to the secondary decoder.

✓ The error message can be because of loose connection on the heartbeat cable. It can also be

because of poor installation, so one needs to ensure there is adequate signal strength and

quality on both primary and secondary decoders.

Integrated Training Guide General Customer Care V1.3 354
2018/10/26

Integrated Training Guide General Customer Care

✓ Use escalation template where required.

No Possible Root Cause Possible Solution & Suggestions

1 Poor installation on the primary decoder Check signal strength and quality on applicable tuners depending on
side the model

2 Poor installation between the primary Heartbeat cable can also result in an intermittent E143 error

and secondary i.e. faulty heartbeat cable, message, the RF connectors can also go faulty. Other peripherals

splitters, tv link, etc. such as splitters and TV link may also result in an invalid heartbeat.

We also recommend that an independent heartbeat cable is used to

avoid other peripherals interfering with the heartbeat cable

3 E143 due to external interferences In this case, the heartbeat is lost at specific times all the time, it may

not be every day depending on the activities but at least at the same

times. For this one we need to look for patterns, what time, what are
the activities around that time, what gets switched on around that

time. There is not a one-way remedy for this type of problems but
worth trying different locations for the decoders, if possible. Some

of the typical examples of the source of interference could be LCD
Backlights, fluorescent lamps which may also be switched to see if

this makes a difference

4 Faulty communication ports on either the Difficult to see at once if the communication port is faulty unless it is

primary or the secondary decoder tested. It is advisable to try a different communication i.e. RF In/RF
Out. If all has been checked then replacing the decoder may be the

last resort

Status Source Status Code Error: E144-4 Description
Screen Text The smartcard is invalid for the
Smart Card E144-4 network since it is already active. In
E144-4: Wrong Home other words, the decoder contains
Network the history of another smartcard
which was paired with it before the
swap occurred and that smartcard
and decoder were in a XtraView
set-up

Integrated Training Guide General Customer Care V1.3 355
2018/10/26

Integrated Training Guide General Customer Care

Guidelines
✓ Replace the smartcard and re-activate the XtraView.
✓ Applicable if the customer brought in both primary and secondary decoders (with their
smartcards) to the Service Centre/Agency and the primary decoder is on “ready but inactive”
status.
• Remove the XtraView network (Break the link) so that each decoder is a standalone
unit.
• Do a smart card swap on the smart card in the decoder, with the E-144. Use the
SWAP command in Clarity.
• Redo the XtraView setup and link the decoder as per the usual procedure.
• Confirm that the correct smart cards are reported in the HGPC status of each
decoder.
• Confirm the secondary decoder in the XtraView setup

Notes: Procedure 3a:
If the customer only brought in one decoder and its card (the one with E144-4) then swap the
decoder with another unit and make sure that the HGPC of the new decoder is clear (no history)
before swapping.

Additional Note: There is a command to “clear all” the XtraView history on the decoders which is
still not yet implemented on HDPVR’s (when this document was prepared).

Status Source Status Code Error: E600 Description
Smart Card not E600 Screen Text The smartcard is invalid for the
active network since it is already active.
E600 The decoder is not yet In other words, the decoder
enabled to view this service contains the history of another
smartcard which was paired with
it before the swap occurred and
that smartcard and decoder were
in a XtraView set-up

Integrated Training Guide General Customer Care V1.3 356
2018/10/26

Integrated Training Guide General Customer Care

Guidelines
✓ Replace the smartcard and re-activate the XtraView.

GOtv Error Codes

Error Code Description Troubleshooting
E16 / E32 The customer does not have entitlements to view a Refresh
GOtv service. Either their subscription has lapsed;
E17 / E600 they were disconnected for a long time or they Either activate or refresh
E30 missed part of the activation command. Or they are
E66-32 looking at M-Net Either wait 5 min or send a
The customer has not yet received his activation refresh
E48-32 command If the decoder is active send a
I38 The customer has had their box unplugged for a refresh to resolve. Otherwise,
while activate a package if the
The customer does not have a package customer so wishes
Fix the signal. Make sure the
Poor Signal. The decoder is not receiving a good antenna power is OFF
enough signal to present video There is nothing for us to do to
Service Not Running. This may be experienced on recover - we will be rectified
the community broadcasters' channels - it's a flag when the channel starts
they set when they stop broadcasting for the night broadcasting again

BoxOffice Error Codes Escalation Templates

Should you be dealing with technical errors relating to BoxOffice e.g. E01, E02, E03, E04, rental failures,
missing BoxOffice, Catch-Up titles & other BoxOffice related issues please use the BoxOffice escalation
template and follow the escalation process.

Note 1: The customer would have to be contacted later to confirm if the issue is resolved or
Note 2: not. Reboot followed by a SCAN does not resolve the issue immediately. The customer
needs to wait for the next download or update of files to take place which could be
after 5 hours or so.
Please ensure that the signal status is locked after a reboot and the scan and ensure
that the signal strength and quality is adequate.

Integrated Training Guide General Customer Care V1.3 357
2018/10/26

Integrated Training Guide General Customer Care

Escalation Templates

Please utilize the relevant escalation templates for the error codes discussed above.

Error Codes
Escalation Templates.xlsx

Integrated Training Guide General Customer Care V1.3 358
2018/10/26

Integrated Training Guide General Customer Care

Troubleshooting

The Software Upgrade and Flash-Erase Software upgrade without a remote (RCU):

Step 1: Press the standby button for 5 seconds (Reset button)

Flashing Solid Flashing

Step 2: Press standby and release
Step 3: Press and release P+
Step 4: Press and release P-
Step 5: Press and release the standby button

Upgrade sign Flashing

The flash erase without a remote:
Step 1: Press and hold the standby button until it goes to reset Mode

Step 2: Press P+ and P- simultaneous
Booting process Solid Amber and flashing

Integrated Training Guide General Customer Care V1.3 359
2018/10/26

Integrated Training Guide General Customer Care

Single View Decoders: UEC 1110 decoder Flash Erase:
UEC 1131 Decoder Flash Erase: 1. Reset the decoder as follows: Press

1. Reset the decoder as follows: Press the RESET button.
the STANDBY, P+ and P-buttons 2. The decoder will display d:L , as
simultaneously (all 3 buttons at the
same time). soon as the display shows 1 and
loading, press and hold in the TV /
2. Hold all 3 buttons in until the GREEN, AUDIO and P+ buttons
AMBER and ORANGE lights start simultaneously until all 3 LED’s start
flashing at the same time on the flashing/toggling then release the
decoder’s front panel. buttons.
3. After the procedures, the decoder
will start scanning.

HD 4 Tuner PVR (Pace):

Forced Download Forced Download With Automatic Procedure To Access The
Software Detection (Flash Erase) Engineering (Green Screen)

1: Decoder displaying steady d 1: Decoder displaying steady d & 1: Press the GUIDE button and

& steady L e.g. d:L Press the steady L e.g. d: L. Press the hold it in for at least 5 to 8

STANDBY button STANDBY button seconds.

2: Decoder blinking d & steady L. 2: Decoder displays blinking d & 2: Press the EXIT

Press the UP-ARROW steady L. Press the UP ARROW button. Do steps 2
& 3 in
button ↑button 3: Press the OK button. quick
succession
3: Decoder displaying steady d 3: Decoder displaying steady d & A green applet will appear

& blinking L. Press the blinking L. Press the DOWN requiring a PIN CODE entry,

DOWN ARROW ↓button ARROW button enter 1649

4: Decoder blinking d & 4: Decoder displaying blinking d &

blinking L. Press the blinking L. Press the UP ARROW

STANDBY button ↑button

5: Decoder displaying steady d &

steady L. Press the STANDBY

button

Integrated Training Guide General Customer Care V1.3 360
2018/10/26

Integrated Training Guide General Customer Care

HD PVR’s:

UEC DSR 4660 – HD 4 TUNER PACE 846 HD 2 P – HD 2 TUNER PVR

PVR

Procedure To Access The Engineering (Green Screen) Forced Upgrade

1. Press the GUIDE 1. Press the TV / AUDIO 1. Press and Hold the RESET button

button and hold it in button and hold in for at When d:L appears – press the

for at least 5 to 8 least 5 to 8 seconds Pause/Play button
seconds 2. Press the UHF button 2. Press the V+ button
2. Press the SHIFT button 3. Press the Pause/Play 3. Press the V- button

3. Press the GUIDE button button 4. Press the Pause/Play button

4. Press the OK button 4. A green applet will 5. Wait until the decoder finishes

5. A green applet will appear requiring a PIN upgrading

appear requiring a CODE entry, enter 1649 6. When the NETWORK SETUP screen

PIN CODE entry, appears – Press the BLUE button to

enter 1649 SCAN THIS NETWORK

7. Press the OK button to launch

services

How To Clear BE1 Error
Please note that you need to use the front panel of your decoder, not the remote:

1. The decoder must be switched on
2. Press the RESET button on the Front Panel
3. Wait for the dl to appear on the Front Panel
4. In quick succession press the STANDBY, then P-, then GUIDE, then STANDBY on the Front

Panel
5. The blue loader screen will launch, and the download will start – it will take approximately

25 minutes
6. Do not interrupt the download process and wait for normal video and audio to resume

If this does not clear the error on the decoder, advise the customer to take their decoder to the
nearest MultiChoice Branch or Agency to perform the upgrade for them.

Integrated Training Guide General Customer Care V1.3 361
2018/10/26

Integrated Training Guide General Customer Care

Soft Reboot Procedure

The soft reboot is used to resolve customer’s issues such as:
➢ Decoder/picture is frozen or hanging
➢ TV screen is blank and does not respond to remote or front control panel commands Decoder
is displaying all the correct information, but there is no picture on the screen
➢ The info bar is displayed on the TV screen when changing channels on decoder
➢ There is no sound on certain of decoder services

Model Procedure
SDPVR Press & hold V+ & P- simultaneously for 5seconds then release

DualView Press & hold Menu & Down Arrow simultaneously for 5 seconds then release

1110/HDPVR’s Press & hold the Reset button on the front panel for 5 seconds then release
1131/1132/4U Press and hold Standby button and then release

Hard Reboot Procedure
In identifying the problem as quickly as possible, the following questions have been identified as the
guidance to the Service Agents.
1. What is showing on the television screen?
2. What is showing on the decoder front panel?
3. What is the weather like?
4. Please describe the problem.

Once you have identified the problem, please refer to the individual decoder Problems & Solutions
section (Troubleshooting Guide) in the training manual. If any of the troubleshooting procedures in
this manual do not work, it may be necessary, as the last option, to do a HARD REBOOT.

A hard reboot resets the decoder and is generally done under the following conditions (please note
– there are additional options – please refer to the Individual decoder Problems and Solutions
sections ‘Troubleshooting Guide’ before attempting a hard reboot:

Integrated Training Guide General Customer Care V1.3 362
2018/10/26

Integrated Training Guide General Customer Care

➢ The TV screen is blank and does not respond to remote or front control panel commands
➢ the decoder is displaying all the correct information, but there is no picture on the screen
➢ As above, plus the info bar is displayed on the TV screen when changing channels on

decoder
➢ The decoder is hanging/frozen
➢ There is no sound on certain of decoder services

Procedure:
1. Unplug power
2. Remove/Unscrew LNB cable
3. Remove Smartcard
4. Wait 10 seconds
5. Screw LNB cable back
6. Insert smart card
7. Plug power in

Menu-Based Reboot Process for HD PVR Decoder

Integrated Training Guide General Customer Care V1.3 363
2018/10/26

Integrated Training Guide General Customer Care

Decoder Sound Problem:

Problem Possible Cause Suggested Solution
Mute or low volume on Cancel mute on TV or press Vol. +
TV is active
Cancel mute by pressing the button with loudspeaker and X,
There is no Mute / low volume on Vol. + or on the HDPVR/ SDPVR press the mute button.
sound on any of decoder is active
the DStv RCA could be faulty or Replace RCA and move it to variable from Fix
services connected on fixed
output OR decoder Check on Service Centre DSD – if not working consult with Line
There is no could be overloaded manager as it could be Transmission related.
sound on some If working Soft Reboot decoder without the smartcard & then
of the DStv Sound not being reinsert smart card when E04 message appears. If the problem
services transmitted remains Hard Reboot
Move decoder to a site with good ventilation
Decoder is overheating

Integrated Training Guide General Customer Care V1.3 364
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution
The sound is
lagging the Lip sync Channel surf (P+ / P-)
picture
Adjust Lip Sync delay on HDPVR and if you are using a home
There is a
buzzing sound, theatre
but the picture
is perfect Transmission related If the fault is found to be on MCA side advise the customer to

There is a (only certain services) wait for the transmission to resume.
buzzing sound,
but the picture the decoder is faulty Flash erase as a last resort and if it fails, swap the decoder
is perfect.
Cont... ▪ Select Menu

▪ Select Advanced Options

▪ Press OK
▪ Select TV Installation

▪ Press OK
Incorrect PAL setting has

▪ Select 9949
been selected from the

▪ Press OK
decoder and TV

▪ Select TV type
▪ Press OK

▪ Select PAL 1

▪ Press OK

▪ Exit from Menu

Incorrect TV system Select correct TV system on the TV
selected

TV slightly off tune (RF) Retune TV or call an accredited installer to attend to the

problem

RCA audio cables Replace RCA cables
shorting

Bad connections / RF Bring decoder in for testing
cables

Interference from

another electrical Switch off appliances one by one to determine which appliance
appliance e.g. is causing the interference
hairdryer, CCTV…etc.

Integrated Training Guide General Customer Care V1.3 365
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution
There is a
different Simulcast mode has Reset TV to original soundtrack
soundtrack to
the picture been selected on TV.

There is a low Channel could be on the Select correct soundtrack option on home theatre
sound level and
there are lines incorrect audio.
across the
picture Incorrect audio plays out

There is no Using RF connections:
sound coming
from the hi-fi a) UHF interference Change UHF setting Please Note:
(using RCA /
SCART on the decoder and Please refer to section on UHF tuning in
connections)
The customer retune TV or call an the training manual for detailed
wants to listen
to alternative accredited installer instructions
language on
SuperSport to attend to the

problem

b) Faulty RF cables Replace cables

c) Faulty decoder Swap decoder

Using RCA / SCART

connections: Change cables

a) Faulty cables Replace cables

b) Faulty decoder Check audio outputs of decoder

Check volume level if variable is selected

Have decoder swapped

The connections are Check connections

incorrectly connected Please Note:

The hi-fi output is Select correct There are various ways of connecting to

incorrect output on the hi-fi the hi-fi. As this is a specialised field, it
may be necessary to consult an installer

Incorrect audio plays out With the universal/ HDPVR RCU select Language button on RCU
& then select desired option & press ok. For below decoders
using Universal Remote Control: DualView, SDPVR, 1110, 1131
and HDPVR
Press Language Button and all available options will be
displayed select required choice

Integrated Training Guide General Customer Care V1.3 366
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution

There is a sound The incorrect soundtrack ▪ Press speakerphone/? Button

block (no option has been selected ▪ ‘English/Family or English/Original’ will be displayed

swearing) on a ▪ Select English/Original

movie ▪ Press OK

▪ The TV screen will display ‘selected’

With the universal/ HDPVR RCU select Language button on RCU

& then select desired option & press ok

Decoder Picture Problems:

Problem Suggested Solution

There is ghosting or Change UHF output frequency settings on decoder and retune TV or call an

patterning on the accredited installer to attend to the problem Also caused by Broadcast Interference,

TV screen intermodulation distortion (amplifiers), adjacent channel interference [ remove
antenna/aerial feed] from RF in port of decoder

There is a If yes, then it is a faulty antenna power supply – call installer

black/dark band

moving up and If no, then:

down the TV screen a) Check other TV channels
b) Interference from the antenna system

c) Faulty RF cables: This Could also be decoder power supply related – no proper

earthing on chassis – decoder to be swapped out

There is a a) Disconnect the terrestrial antenna to view
secondary image b) Probe and check UHF settings

moving behind the c) Advise customer to Change UHF output frequency on TV to match decoder.

picture on the DStv d) Call the installer if problem persists

service E) Broadcast Interference, adjacent channel interference – remove aerial cable
from RF in port

Problem Possible Cause a) Suggested Solution
The picture is This is either a TV related fault Check other TV channels
rolling (mostly on old TV sets), or - if same – TV is faulty
decoder could be faulty - if not – decoder is faulty
- Try and retune TV or call an accredited
installer to attend to the problem

Integrated Training Guide General Customer Care V1.3 367
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution
Black and white
picture a) If more than one TV – check another TV

One or more of the • If same – decoder is faulty
picture colours is
missing If not – TV faulty

The picture breaks The fine tuning on the TV Fine tune the colour settings on the TV
up into small
coloured blocks might be out Incorrect TV system Faulty TV set – no colour -
followed by short
Luminance: The part of a TV waveform that contains

the brightness information.

Call an accredited installer to attend to the problem

S-Video setting incorrect (using Check Scart Source settings

s-video cables) Select DStv menu

Advanced Options

TV Installation

Change RGB to SVIDEO.

Call an accredited installer to attend to the problem

Incorrect TV system settings Check TV system

Check DStv menu, TV installation settings (PAL

setting)

Call an accredited installer to attend to the problem

NB. Program could be broadcasting in Black/White

(e.g. TCM)

The decoder is faulty Have decoder Swapped

Check TV Retune TV or call an accredited installer to attend to

the problem

Check other channels If okay, possible transmission related, check decoder

Check the video RCA if connected properly.

RCA cable could be faulty

Luminance: The part of a TV waveform that

contains the brightness information – not firing on all

RGB primary colours

The decoder is faulty Have decoder Swapped

If decoder is covered by a VCR/DVD or decoder is on

The decoder is overheating top of the TV, or is in a closed cabinet, move to a
location with good ventilation and wait 30 minutes –

reconnect

Integrated Training Guide General Customer Care V1.3 368
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution
blank screens Faulty decoder
(pixilation) Have decoder Swapped
The picture breaks There is a weak incoming
up into coloured signal. Check signal strength and signal quality
blocks followed by Transmission. Overheating
short blank screens Installations. Check LNB cables
and a screeching Rain Fade Hard reboot the DSD
noise in the Solar Outage Probe on weather conditions
background Faulty decoder Installation related – coaxial cable brittle – taken in
moisture – signal levels degraded.
Snowy picture on RCA / SCART / S-Video leads Have decoder Swapped and if problem persists at
TV (using RCA / could be faulty home
SCART / S-Video Call an accredited installer to attend to the problem
connections) TV fine tuning could be out
Snowy picture on (very seldom) Replace leads or connectors TV set on wrong input –
screen using RF On selected RF channel
connections Terrestrial antenna gain on the
amplifier box is set too high – If there is more than 1 TV in the house, first check to
this would cause see if both pictures are snowy. If not, try fine tuning
Intermodulation Distortion the TV with a snowy picture. Electrical Interference -
and not a snowy picture – no proper earthing. Inferior incoming aerial signal,
would cause a distorted Broadcast Interference – sparkles. Remove aerial
picture to appear on TV cable from RF input. Call an accredited installer to
The splitter/amplifier could be attend to the problem
faulty Pull out the terrestrial antenna cable, and if it clears it
is a possible antenna problem.

Advise customer of an accredited installer in the
area or closest one, it is very important to make the
customer aware of the installers CALL OUT FEE
(currently R350)
Check if the snowy picture on far TV is worse than the
near TV. If so. advise the customer of an accredited
installer in the area or closest one, it is very
important to make the customer aware of the
Installers CALL OUT FEE

Integrated Training Guide General Customer Care V1.3 369
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solution

Snowy screen on • The RF cables could be
TV – but no picture
(DSD1131/1132) faulty Replace the RF cable
• Also, old brittle coaxial

cable

The RF modulator in the It could be possible that the RF modulator is faulty

decoder could be faulty.

The RF connector at the back If RF connector is broken, have decoder swapped out

of the decoder could be and advise the customer of charges if physical/ wilful

broken or faulty damage irrespective of the customer has DCC.

The decoder could be on

standby, i.e. red dot or time Press standby on either the remote control or the

displayed on the decoder front front of the panel of the decoder

panel

decoder power could be off Advise customer to check the wall plug and the

decoder

decoder power supply could Swap the device
be faulty

UHF tuning on the TV could be Retune TV on UHF until two white lines and a black

out background appears – store on TV or call an

accredited installer to attend to the problem

UHF tuning on decoder could Retune decoder on UHF until you find two white lines

be out with a black background or call an accredited installer

to attend to the problem

The RF cable could be broken /
Replace RF cable

faulty

Check cable and connections Check that fly lead is properly connected
(RF centre pin)

Decoder is stuck on scan / searching for signal:
If the customer has any of the problems listed below, please check the specific questions that you
need to ask to establish the problem:

➢ Four horizontal lines flashing on the decoder (searching for signal) 370
➢ Message on screen – no signal or searching for signal at MHz/Scan 2018/10/26

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Residential Communal Dwellings

1. Check different channels (vert/hor) 1. Does the customer have their own

2. What is the weather like? If there is bad satellite dish, or is it a communal dish?

weather i.e., heavy rain wind and 2. If yes, then is the problem common to

movement of trees, (also known as rain the other decoder’s feeding off the

fade) then advise the customer to wait until dish?

the weather clears as this can cause picture

tearing and scratching sounds. If the Individual Problem Refer to appropriate

weather is fine, or if the customer wants to Menu Navigation

still attempt to correct the problem, then Route

please refer to the Menu Navigation Route

3. How long has the customer had the dish

and has an installer worked on it recently?

(LNB Frequencies, LNB Power, LNB Cable)

4. Have you had this type of problem recently?

5. Was the DSD disconnected recently or was

there any maintenance done on the

property

6. Check LNB cables

Guidelines
✓ Check if the LNB cable is screwed on properly
✓ Check if the correct Satellite has been selected – DStv IS 7/20
✓ Check if the LNB configuration and the Network configuration are correct on the home network.
✓ Confirm what kind of installation customer has – SatCr (HDPVR), MUD system or SUD installation
✓ If changes have been made, scan all networks. (for HD decoders press the yellow button to scan)
✓ If the problem persists, try resetting to factory default. Always confirm what kind of installation –

Sat Cr, MUD system or SUD installation before resetting to factory defaults
• NB: Only attempt once you have confirmed current customer setting e.g. UHF settings/

LNB Setting

NB. If a customer is using a communal dish, DO NOT RESET TO FACTORY DEFAULTS.

Integrated Training Guide General Customer Care V1.3 371
2018/10/26

Integrated Training Guide General Customer Care

Problem Possible Cause Suggested Solutions
Check LNB frequency settings on the decoder
Four horizontal The decoder has reset itself and correct if wrong. Based on the decoder
model, follow the appropriate Menu Navigation
lines flashing on to the incorrect Route steps.
Enable IS7(home network)
the decoder LNB/Network settings. i.e.,
Set LNB power to on
the decoder has reverted to • First, have the decoder tested.
• Contact an accredited installer to
Message on the incorrect satellite attend to problem

screen – no settings, (generally after a

signal or power failure or storm)

searching for LNB power could be off

signal at MHz Signal strength is too low,

i.e. below 50% for MUDS

60% for SUDS use as a

Picture is guideline, probe and check

tearing weather conditions

(Pixilation)

Decoder Recovery Procedures:

A recovery procedure is performed as a last resort, when the troubleshooting measures you have
advised the customer to follow; including the Soft and The Hard Rebooting of the decoder does not
resolve the customer’s decoder issue. The recovery procedure will reset the decoder and clear all
the temporary information stored in the decoder RAM (hard drive). In certain instances, it will be
necessary to perform this procedure more than once before the decoder can recover the original
settings.

NB: All procedures indicated below are executed on the decoder / s front panels.

Integrated Training Guide General Customer Care V1.3 372
2018/10/26

Integrated Training Guide General Customer Care

Explora Recovery Procedures For other recoveries

For HDD format procedure. You need to enter the front panel sequence

(from HDD format – in Green) replacing it with

1. Hold the Channel Up key on boot up until each of procedures below depending on what

“CODE” is displayed on the front panel. you want, the rest of the steps is the same and

• p- = 0; p+ = 1; the front panel notification procedure will be

2. Press the buttons as follows: P- P+ P- P+ different of course for each procedure. For

for HDD format (0101) example, for OTA upgrade you will see “dLSt” on

3. You will then see "hddf" on front panel the front panel and not “hddf” for format.

display or relevant message depending on • P- P- P- P+ for SATELLITE PARAMETERS

the procedure you are performing. (0001)

4. Then once again press P+ (1) to confirm • P-P-P-P+ for OTA

• P- P- P+ P+ for SAT (0011) Flash erase

• P- P+ P- P+ for HDD format (0101)

Then once again press P+ (1) to confirm for each

step above

Troubleshooting For GOtv Recovery
Issue

No services found in the scan Check MUX2 coverage, check signal in signal information
screen

Decoder Scans every morning Not an issue, just explain that it’s to ensure they always have
the latest channels

Mail (envelope) icon on the Not an issue, explain how to read and delete mail (DECODER
screen message)

Picture is OK but there is a Explain how to change PAL I/BG setting
noise when connected via RF

PG pin is locked / can’t Reset from Clarity
remember it

TV Guide data is not loading Customer must go to channel 400 and try again

Integrated Training Guide General Customer Care V1.3 373
2018/10/26

Integrated Training Guide General Customer Care

Section 5
Self Service Platforms &

Functionality

Topics
 WEB
 DStv Now
 WhatsApp
 USSD, FB Messenger & Twitter

Integrated Training Guide General Customer Care V1.3 374
2018/10/26

Integrated Training Guide General Customer Care

Self Service Platforms & Available Functionality

WEB

Link to the Self - Service Website: https://selfservice.dstv.com/home/#manage

Integrated Training Guide General Customer Care V1.3 375
2018/10/26

Integrated Training Guide General Customer Care

DStv Now

DStv Now is a free, value added service available to all DStv & non-DStv customers allowing them to
watch live TV and Catch Up on the go!

✓ Users can watch Live TV and enjoy DStv Catch Up content on their Android and iOS-
based devices

✓ Customers will be able to download this application from both Apple and Google Play
stores

✓ Customers can view the full DStv TV Guide from the app
✓ It enables customers on the relevant DStv package with connected DStv Explora’s to do

remote recording (away from their home) of their favourite TV programmes

A DStv customer can register a maximum of 4 devices to their single DStv subscription. A maximum
of 2 simultaneous viewing streams across the four registered devices is permitted at any given time.

Non-DStv users can only register one device linked to their DStv Connect ID.

Note: To use the DStv Now app, a customer needs to have a DStv Connect ID.

Requirements to access & use DStv Now
Customers need to have:

1. A DStv Connect profile (linked to the DStv account for DStv customers)
2. A device running on Android 4.4 or iOS version 9 or higher
3. Access to a broadband internet connection via any of these connections:

• Wi-Fi or
• 3G/4G connection
4. Data Bundles: Customers will be liable for any Data Costs incurred

Integrated Training Guide General Customer Care V1.3 376
2018/10/26

Integrated Training Guide General Customer Care
Devices to use to watch DStv Now
DStv Now apps are also available for certain Android devices (tablets, phones and Android TV device)
and certain iOS devices (iPad and iPhone).
Download the DStv Now app
DStv Now can also be downloaded from the Apple iOS or Google Play app stores

Once the customer reaches the respective store, they search for the DStv Now App

Customer then taps / clicks on Install to download the app to their device. The DStv Now app is FREE
but the customer will incur data costs.
Once downloaded, customer taps / clicks on the app and will land on the Home screen on the launch
of the app.

Integrated Training Guide General Customer Care V1.3 377
2018/10/26

Integrated Training Guide General Customer Care

The Home screen shows billboards of Catch Up content. Therefore, the Home screen will constantly
change as the billboards change.

Access and navigate the DStv Now menu
The customer needs to login with their Connect ID to watch Live TV or play a video.
They will be presented with the Connect ID registration / login screen to access the services. This
assists us to identify which country the customer is in.

User registration is available via our new onboarding flow on Android and iOS apps. The customer
needs to go to:

1. Settings
2. Login
3. Tap on Register link

.

From the menu, one
can select:

• Live TV
• TV Guide
• Catch up
• Showmax
• Kids

programmes
• Downloads
• My DStv
• Settings and
• SuperSport

Integrated Training Guide General Customer Care V1.3 378
2018/10/26

Integrated Training Guide General Customer Care

DStv Now Menu

Menu item Function
Live TV
TV Guide • This will give users television production broadcast in real-time, as the event happens. This is their
Catch Up gateway to the Live TV channels
Showmax
Downloads • Eight-day TV guide showing live programming on all the DStv channels depending on their DStv
My DStv Subscription.

Settings • Live/Streaming channels are highlighted next to the channel logo
• It enables our eligible users to catch up on a selection of their favourite series, movies & sporting

highlights after their first broadcast on DStv

• Enables customer to access Showmax titles (when they have downloaded the Showmax app on
their device)

• When a user downloads a movie on Catch Up: by clicking/tapping on Downloads a user will see all
his/her downloaded movies, track the progress of the download, play, pause and delete a
downloaded item

• This gives the customers the option to manage their DStv accounts, check balances, view
transactions, fix errors, view, download (Android app) or email statements.

• Viewing statements within the app is only available on the iOS app and downloading is only
available on the Android app. After downloading a statement, Android customers can view it in an
external viewer app.

Account

• Manage devices -Allows customers to manage their devices on the DStv Now App, link devices to
their PVR Premium Subscription and remove linked devices. Customers can register up to 4
devices per Connect account.

• Logout of the app

Notifications

• Manage notifications- customers are notified about the Sunday night movie on MNet before it
begins

• Manage reminders: Reminders made on the TV guide

Kids
• Enables customer to set parental control pin

General

• Use mobile data option (on/off)-when enabled, the device will use the mobile data where Wi-Fi is
not available

• Live streaming timeout: when enabled, live streaming is suspended after specified number of
minutes (Customer can select from 5 minutes to 4 hours)

• Maximum video quality: to save data, customers can limit the maximum qualify for streaming
Catch Up and Live TV (including downloads). The highest quality setting is dependent on
availability)

• Reset tooltips- for various elements of the app

Help

• Frequently Asked Questions -Users can read the FAQ’s
• Live chat- for online assistance when customer is experiencing issues with DStv Now
• Email us- customer can send an email for assistance instead of Live Chat when they are

experiencing issues with DStv Now

Integrated Training Guide General Customer Care V1.3 379
2018/10/26

Integrated Training Guide General Customer Care

SuperSport About

• App version - current
• Terms and Conditions - permits users to access the terms and conditions
• Contact Is - lists all the ways in which you can get help when you are experiencing issues with DStv

Now
• Enables customer to access SuperSport Online (when they have downloaded the SuperSport app

on their device)

Browse Functionality
To browse through the different screens, the customer can just slide as shown below.
Remember that this is a billboard, the customer needs to swipe to see more content available.

Explore the different contents on DStv Now
To explore a specific asset, the customer needs to swipe the screen as shown below. The different
episodes will be populated, and the customer can select the one they wish to watch.

Integrated Training Guide General Customer Care V1.3 380
2018/10/26

Integrated Training Guide General Customer Care

To explore more content / assets, the customer must continue to swipe as shown below. They will
then be able to see related shows

Live TV Channels
The customer can view live DStv channels currently broadcasting on to DStv decoders. DStv Now
allows customers to view selected channels on their PC or MAC, tablet and mobile phone using an
Internet connection. These channels vary per country. Access http://now.dstv.com/LiveTv for the
detailed list of channels available.

The TV Guide will display the full
DStv Guide, and the streaming
channels will be highlighted with

a small Play button

Live TV does not offer a record feature within DStv Now. 381
2018/10/26
Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Catch Up
DStv Catch Up is a Value-added service available to DStv Now users. It is a Video On Demand (VOD)
service on selected programs that have been broadcasted on linear television.

To access DStv Catch Up, the customer must
click / tap on the Catch Up option from the full

menu

Airplay / Chromecast
DStv Now app allows the customer to cast / airplay live TV or Catch Up content from their mobile
device to a Chromecast/Airplay enabled screen. The source and target devices both need to be on
the same Wi-Fi network.

✓ Google Chromecast will allow users to cast DStv Now content to their television
✓ AirPlay support will enable owners of Apple’s iPhone, iPad, or Apple TV to stream

content from one device to another

Customer must ensure that the device they want to cast to, is connected to the same Wi-Fi network
as their mobile device.

The Casting icon will show once the playback starts

Integrated Training Guide General Customer Care V1.3 382
2018/10/26

Integrated Training Guide General Customer Care

Tap the Casting icon
Select the device you

want to cast to

Summary of the functions customers can perform on the DStv Now App.

Integrated Training Guide General Customer Care V1.3 383
2018/10/26

Integrated Training Guide General Customer Care

DStv Now: MyDStv

The transactions that can be performed on MyDStv are:
✓ Checking your Balance
✓ Clear / Fix decoder errors
✓ Statements

Balance
Customer can check any balance on their financial account/s.

You can view the
Balance for any of the

financial accounts.

Scroll down & tap the 384
View Transaction 2018/10/26
History bar

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

You can view your last 10
transactions on the
account

Additional transactions
are available on the Self-

Service website

Integrated Training Guide General Customer Care V1.3 385
2018/10/26

Integrated Training Guide General Customer Care

Fix Errors

You can tap & scroll to
select the device with the

error

Indicates the number of
active devices on the
account

Tap the error field/box
to view the pop-up list of

error codes to select
from

Integrated Training Guide General Customer Care V1.3 386
2018/10/26

Integrated Training Guide General Customer Care

Errors where no
command is required:

You will be given
instructions to follow

to clear the error

Where a command is required to
be sent to you, you will get the
Resolve Error button. Tap here to

resolve the error’

Integrated Training Guide General Customer Care V1.3 387
2018/10/26

Integrated Training Guide General Customer Care

Statements

You can access statements for
the past 6 months.

• On Android: You can
download or email the
statement

• On iOS: you can view or
email the statement

Tap on View Statement to
open the pdf file with the

statement

Integrated Training Guide General Customer Care V1.3 388
2018/10/26

Integrated Training Guide General Customer Care
Statement received

[email protected] If you selected the email option, your
default email address is auto-populated.
You are also able to capture a different
email address to send the statement to

Integrated Training Guide General Customer Care V1.3 389
2018/10/26

Integrated Training Guide General Customer Care

WhatsApp

DStv WhatsApp Platform for Self Service is one of the easiest and quickest ways to manage your DStv
account. There are numerous transactions that you can perform on this platform. Let’s take a closer
look.

Transactions performed on the WhatsApp platform
✓ Checking your Balance
✓ Clear / Fix decoder errors
✓ Manage Holiday Viewing
✓ Rent a BoxOffice movie
✓ Pay or Top-up your account
✓ Reconnect Packages
✓ Upgrade / Downgrade Package

Please take out your phone and add the below number as a contact to engage with DStv WhatsApp
0727469551

Once you have added the WhatsApp
number, just send us a message to start
the Registration process.

Integrated Training Guide General Customer Care V1.3 390
2018/10/26

Integrated Training Guide General Customer Care

To Register, please ENTER your ID number or your Smartcard number or your Customer number
followed by your surname.

Once your details have been entered, the Registration CONFIRMATION screen will come up. Reply
START to begin managing your account on WhatsApp.

To check what you owe
Our customers that are NOT paying via debit order will most likely use this menu option if they want
to check how much they owe on their accounts. Below are the easy prompts to assist customers in
checking how much they owe.

Press 1 to Check your balance

Make Payment 391
2018/10/26
1. Customer can type Pay in the chat bar
2. Customer can either Select 1 for proceed

to payment or check how much they owe
again

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care
3. Customers can make payments using WhatsApp where they will be directed to Pay@

(Secure Online Payment)
4. Once payment has been made, the

services are reconnected instantly

Manage Your Viewing: Fix an Error
To Clear / Fix decoder errors, respond
with 2

Reply with the number of the Error Code
you want Cleared, e.g. Enter “1” for E16

Integrated Training Guide General Customer Care V1.3 392
2018/10/26

Integrated Training Guide General Customer Care

To Check if the Error has been cleared,
REPLY #Checkstatus

Manage Your Viewing: Holiday Viewing
We want to make our customer’ viewing experience as seamless as possible. Our customers can
Manage Holiday Viewing using the WhatsApp platform.

Reply 3 to Manage Holiday Viewing

Reply with the number of the Holiday 393
Home decoder you want to manage. 2018/10/26

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Reply with 1 to SWITCH or
Reply with 2 to ACTIVATE

Reply with the decoder you wish
to Switch / Activate

Confirm if you will be going away 394
today or Later 2018/10/26

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Reply with the DATE you wish the
holiday decoder to be Switched /
Activated

Confirm If displayed information is
correct. Reply with 1 to Confirm or 2 to
Cancel

Manage Your Viewing: BoxOffice
Select 4 to Rent a BoxOffice movie

Integrated Training Guide General Customer Care V1.3 395
2018/10/26

Integrated Training Guide General Customer Care

Select 2 to Rent Now

Enter rental code for the
movie you want to Watch
(rental code displayed on
your TV screen)

Make a Payment 396
Reply 5 to Pay or Top – up 2018/10/26
your account

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Reply 1 to Proceed to payment
portal

Click on the Payment link to
proceed to the payment suite
where you will make your
payment

Reconnect Packages 397
Press 6 to Reconnect Packages 2018/10/26
Reply with the decoder number you want to Reconnect

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care

Reply 1 to Reconnect Immediately
Reply 2 to Schedule reconnection
With Available Funds

Manage Your Viewing: Upgrade Package 398
Reply 7 to Upgrade / Downgrade Packages 2018/10/26
Reply 1 to select decoder number
Select Package

Integrated Training Guide General Customer Care V1.3

Integrated Training Guide General Customer Care
Reply 1 to Upgrade immediately or 2 to
Schedule

Reply 1 to PROCEED or 2 to CANCEL

Integrated Training Guide General Customer Care V1.3 399
2018/10/26

Integrated Training Guide General Customer Care

USSD: *120*68584#

FB Messenger

https://www.facebook.com/dstvselfservice/

Twitter 400
2018/10/26
https://twitter.com/dstvselfservice?lang=en

Integrated Training Guide General Customer Care V1.3