Domestic Installation Manual - Mr. TV Antennamrtvantenna.com.au/wp-content/uploads/dish-map.pdf ·...

© 2015

Issue 5.3.1 23/03/2015 Controlled Document – No Unauthorised Copying of 40

Chapter 9 Appendix

Domestic Installation Manual

Chapter 9 Appendix

Implementation Approval Documentation Owner

Adam Brown Field Operations Quality Manager

Customer Installations

ISSUE: V 5.3.1 IMPLEMENTATION DATE: March 2015

Controlled Document - No Unauthorised Copying

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Chapter 9 Appendix

PAGE INTENTIONALLY BLANK

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Chapter 9 Appendix

Amendments and changes Version

Date Nature of amendment Author Contributions

Draft 2.0 01.10.2003 Digital Update Release Peter O’Connor

Draft 2.0 01.11.2003 Pilot Release Peter O’Connor

Draft 2.0 01.12.2003 Pilot Release Peter O’Connor

Draft 2.0 01.01.2004 Post Pilot Release Peter O’Connor John Mitsios

2.0 01.03.2004 Commercial Release Customer Installations

3.0 01.10.2004 Amended Release Morris Ruberto John Mitsios



Installation Solutions Team

Draft 4.1 01.02.2008 Amended Release Installation Solutions Team


Draft 4.2 04.02.2008 Amended Release Installation Solutions Team


5.0 05.09.2008 Amended Release Installation Solutions Team


Draft 5.1 TBC Amended Release Installation Solutions Team


Draft 5.2 TBC Amended Release Installation Solutions Team


5.3 09.09.2013 Amended Release Installation Solutions Team


5.3.1 23.03.2015 Amended Release Customer Installations

Customer Installations

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Chapter 9 – Appendix

Table of Contents

Appendix 1: Mount Selection 7

Appendix 2: Dish Selection 10

Appendix 3: Tools and Equipment 12

Appendix 4: Tool Maintenance 15

Appendix 5: STU F-Code Messages and Error Codes 17

Appendix 6: STU E-Code Messages and Error Codes 31

Appendix 7: Field Bulletins and Information Notices 39

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Appendix 1: Mount Selection

When selecting a mount, it needs to be suitable for the size of the dish and the prevailing wind conditions in the area where it will be used. Australia can be divided into four regions for prevailing wind conditions: Region A: Normal

Region B: Intermediate

Region C: Tropical cyclones

Region D: Severe tropical cyclones Mounting hardware for the installation of satellite dishes on domestic dwellings must have a wind rating that complies with the requirements of AS 455-2012 Wind loads for housing. In particular the Wind Rating of the mount together with the dish must comply with or exceed that set out in Table 2.2 of AS 455-2012 for the local Wind Region and site conditions. The Wind Rating of a mount in combination with the dish is specified in the mount manufacturer’s installation instructions. As a guide, the Wind Ratings in the corresponding Wind Regions as listed below are considered to be suitable for domestic houses unless otherwise noted. For further clarification on the suitability of the mount required for your location in all regions, contact the mount manufacturer. Jonsa Australia: http://www.jonsa.com.au/ Hills Antenna & TV Systems http://www.hillsantenna.com.au/ NOTE: Any mount used in the Northern Territory ie. Darwin must be listed on the Deemed to Comply list.

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Prevailing Wind Condition Zones

Wind Region Minimum Wind Rating of Mount & Dish

Region A Wind Class N3

Region B Wind Class N4

Region C Wind Class C3

Region D Wind Class C4

Mount Selection – Wind Rating Chart

These Wind Ratings apply to all sites within a Wind Region except where the house is located on the mid or top third of a hill, ridge or escarpment of slope greater than 5%. The ratings are not applicable in certain locations near the tops of hills and open terrain as described below. In these conditions higher ratings may apply and expert advice should be sought from the local building authority.

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Wind Rating Restrictions applicable to hill tops

slope more than 20%H

H/3

4H

Restricted zone


2H/3 4H

Restricted zone

less than 1/2 kmmore than 200 m

Higher Wind Ratings for Regions A, B and C apply within the restricted zone on hills, ridges and escarpments with slope more than 10% when the site is close to very exposed open terrain and open water wider than 200 metres.

Higher Wind Ratings for Regions A, B and C apply within the restricted zone on hills, ridges and escarpments with slope more than 20%.


H/3

4H

Restricted zone


2H/3 4H

Restricted zone

less than 1/2 kmmore than 200 m

Higher Wind Ratings for Region D applies within the restricted zone on hills, ridges and escarpments with slope more than 5% when the site is close to very exposed open terrain and open water wider than 200 metres.

Higher Wind Ratings for Regions D applies within the restricted zone on hills, ridges and escarpments with slope more than 13%.

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Appendix 2: Dish Selection The selection of the correct dish performance is to ensure that it will provide appropriate increase in margin of Bit Error Rate, Modulation Error Ratio (in band noise ratio) and Digital Channel Power performance to ensure it will cater for rain fade margin and distribution system degradation. The below figure & table provides information on the satellite coverage zones and the appropriate size dish required for an installation at this location.

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Appendix 3: Tools and Equipment

You will need the following list of tools and equipment to complete a domestic Foxtel satellite installation;

Van (white) Roof racks Ladder (single storey step & 2-storey extension) Dish Pointer Smart Phone App (optional) or Silva Clinomaster Inclinometer (optional) or Compass Tool box/pouch Cable stripper (RG6 and RG11) Compression Tool (PAL type) Compression Tool (F Type) Side cutters Pliers (combination and needlenose) Spanner set Shifting spanners Screwdriver set Chisel (wood) Tin snips Tape measure Drill bits (standard & masonry) SDS type is optional Auger wood drill bit (10mm x 400mm) Extension drill bit (1.2 m) Torque wrench (7/16" open end head for RG6 & 9/16" open end head

for RG11) Plaster saw Dental mirror Hammer Hacksaw Torch Spirit level Extension lead Impact drill Angle grinder Cordless drill Silicon gun String line with weights Electricians tongue (yellow-tongue) Fibreglass extension rods (optional) Drop sheet Small vacuum cleaner and dust pan Approved Field Strength Meter Multimeter Stanley knife Cable Network Tester Residual Current Device (RCD)

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Slim Design Basic Telephone Buttinski Phone-Basic (optional) Cable Pair Identifier with case (F Set) Impact Tool for Krone/110 Outlets Staple Gun T18 Side Cutters 100mm Crimp Tool for Moisture Resistant (Scotch Locks) If tools are worn or broken have them repaired or replaced immediately. This will help keep your work at a high standard and free of defects. CABLE SPECIFIC TOOLS Compression Tool (F Type) Security Shield Tool Security Terminator Tool (used to remove security terminators) Security Screw Tool (use to open the small isolation box) Pit Key Pit Key Plug Extraction Key Diversified Star Key F-Connector Insertion Tool Soft Flame Burner Cable Grip Tool, Wire Grip No.1

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Appendix 4: Tool Maintenance

Some tools require regular checking and/or maintenance. Make sure the following tools and equipment are kept in good order; Ladder (single storey step & 2-storey extension)

Visually inspect ladders for damage: o Stiles may bow, decay, crack, split & splinter in wooden &

fibreglass types o Loose nails, screws, bolts or other metal parts may be cut or

damaged o Rungs may bend, decay, crack, split, & splinter or be missing

completely o Extension rope may deteriorate from wear o Safety feet should be clean and in good condition & not

missing. o Clutch, guides, U bolts should be tight & not bent or missing

Repair /replace ladder if defective

Cable stripping tool

To check operation of the stripping tool: o Ensure cable end is prepared to correct dimensions when

stripping is completed o Check that the centre conductor is at the correct length when

stripping is completed

Check condition of cutting blades; o Dull or worn blades may not cut completely through the braid o Dull or worn blades may result in the braid and or dielectric

wrapping around the centre conductor o Replace dull or worn blades as per manufacturer’s

instruction

Compression tool (RG6 and RG11)

Check operation of tool; o Test performance on a daily basis o As required adjust tool as per manufacturer’s instructions

Lubrication: o Lack of lubrication will reduce the life of the tool o Oil all exposed pin & pivot points at regular intervals

Worn or improper operating tool will result in poorly fitted connectors or damaged cable, allowing RF signal ingress and or egress to occur.

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Approved Field Strength Meter (FSM)

Latest Foxtel Channel Plans: o Ensure the meter is loaded with the latest Foxtel Channel Plans

RF test lead: o Regularly check the condition of the RF test lead from the meter o Ensure RF test lead is not damaged or kinked o Replace RF test lead as required

A faulty test lead will result in the FSM giving inaccurate readings.

BNC & F connectors: o Regularly check the condition of the BNC & F connectors

attached to the RF test lead o Replace BNC & F connectors where excessive wear is

evident

Calibration of Field Strength Meter: o As all Field Strength Meters vary from each other slightly, the

Field Strength Meter should be checked against, either, a Spectrum Analyser or another meter whose accuracy is known before it’s first use, so that any differences can be taken into account.

o The Field Strength Meter is to be checked quarterly for its calibration & accuracy at an approved service centre.

o Records of such calibration are to be retained by the Customer Service Technician and made available upon request

Battery “memory effect”: o Inappropriate use of NI-CD batteries may cause “memory

effect” o Memory effect will limit the battery charge o In order to bring the battery back to its original capacity carry

out 3-5 o complete charge/discharge cycles at room temperature at

least every 2-3 months

Battery replacement: o Replace the battery whenever capacity of the fully charged

battery is noticeably diminished o Avoid any type of short circuit when removing the battery as

this may cause damage to your meter

Cleaning the meter: o Clean the meter with a dry, soft cloth o If this does not work to your satisfaction, clean the meter

using a solution of detergent and water applied with a damp soft cloth

o Dry thoroughly before using the meter again

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Appendix 5: STU F-Code Messages and Error Codes

F0xx

Error Code Error Message

F001 Please insert your Foxtel smartcard

F002 There is a smart card error. Ensure your Foxtel smart card is correctly inserted. Call Foxtel on 131999 for assistance.

F003 Insert your new Foxtel viewing card. Call Foxtel on 131999 for assistance.

F005 There is a problem reading the smartcard. For assistance, please contact your service provider.

F006 There is a problem with the smartcard. For assistance, please contact your service provider.

F008 This programme is not currently available.

F011 This programme has already started. Please check the TV Guide for next showing.

F013 There is insufficient credit available on your smart card. Call Foxtel on 131999 for assistance

F014 There is insufficient space left on your smart card. Call Foxtel on 131999 for assistance.

F015 Please insert the smartcard.

F016 There is a problem reading the smartcard, please ensure the smartcard is inserted correctly

F019 Initialising your new Foxtel smart card. Please wait

F020 Authorising your new Foxtel smart card. Please wait.

F023 There is a smart card error. Call Foxtel on 131999 for assistance.

F024 This programme is not currently available until date/time

F025 You cannot play back this content because you were not authorised at the time of recording

F026 This programme is not currently available

F027 There is a problem with this channel. Please call Foxtel on 131999 for assistance

F028 You cannot purchase this programme. Call Foxtel on 131999 for assistance.

F029 Playback is not available call your service provider to upgrade your Foxtel subscription.

F030 To order this program or for assistance, please call Foxtel on 131999



F033 Ensure that an operating phone line is connected. Press Select to continue or Back to cancel.

F034 Ensure that an operating telephone line is connected. Call 131999 for assistance. Press Back to cancel

F098 To upgrade your subscription or for assistance please call your service provider Foxtel subscribers call 131 999

F099 You cannot purchase this programme at the moment.Please retry later

F100 No satellite signal is being received

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F101 There is a temporary technical fault. Please try again later. Press back to return

F102 Searching for listings. Please wait.

F103 The batteries in the remote control need changing. Insert new batteries within 10 minutes of removing the old set.

F104 Call Foxtel on 131999 to upgrade your subscription to receive this channel.

F105 There is a problem reading the smartcard. Please ensure the smartcard is inserted correctly.

F106 No signal is being received.

F107 Technical fault - Cannot tune to the Help Channel

F108 There is a temporary technical fault with this channel

F110 To upgrade your subscription or for assistance please call your service provider. Foxtel subscribers call 131 999



F114 This smart card is not authorised please contact your Service Provider, Foxtel call 131999, reference: 5130 3026 5000 88 2

F115 To save energy the iQ2 will now go into standby mode in --- seconds

F117 This is not the correct smart card for this set top unit please insert the correct smartcard, reference: 5130 3026 5000 88 2

F120 Further schedule information is not currently available. Please try again later.

F121 A reminder cannot be set for this programme.

F122 There are currently no programmes of this type. Press Back to return

F123 This programme has already ended.

F124 Favourites have not been set, up to 50 channels can be selected as favourites

F140 Checking purchase information. Please wait.

F141 You cannot purchase this programme at the moment.

F142 You cannot purchase this event.

F143 You cannot purchase this future event.

F145 This programme has already been ordered. Press Select to continue.

F146 You cannot purchase this programme at the moment. Please retry later.

F147 You cannot purchase this programme at the moment

F160 PIN protected. Please enter your PIN.

F161 Incorrect PIN. Two attempts remaining. Please enter PIN. Press Back to cancel.

F162 Incorrect PIN. One attempt remaining. Please enter PIN. Press Back to cancel.

F163 Incorrect PIN. PINs now blocked for 10 minutes.

F164 PIN entry is now blocked call Foxtel or your service provider for assistance.

F166 PIN entry is now blocked.

F167 The limit of 20 favorite channels has been exceeded. To remove a favorite channel use the yellow color key

F180 Telephone line is not connected

F181 Telephone line is busy.

F182 Telephone line is successfully connected.

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F2xx


F200 You cannot remove this programme because it has already started.

F201 This programme has not started.

F202 The Personal Planner is currently full. Please remove an entry before another programme can be added. Note: Relevant only for regular STUs

F203 To permit unattended recording of this programme [Event details] disable parental control viewing restrictions

F204 This programme is no longer scheduled

F205 Te remove this ON DEMAND programme <programme name>. Press Select to confirm or Back to cancel.

F206 There are no programmes currently in your Personal Planner. Use your TV Guide to add future programmes.

F208 This ON DEMAND programme has been viewed and cannot be deleted.

F209 To remove this ON DEMAND programme.

F210 This programme is no longer scheduled and cannot be viewed now from your personal Planner

F220 Enter an LNB oscillator frequency between 10.60 and 11.30 GHz Satellite only

F221 Enter an LNB oscillator frequency between 9.75 and 9.85 GHz Satellite only

F222 Enter symbol rate between 5000 and 45000.

F223 Enter an RF channel number between 21 and 69.

F224 An invalid frequency has been entered please enter a frequency between 10.700 and 12.750 Satellite only

F225 Enter an EPG stream frequency between 47.000 and 862.000 MHz.

F226 Enter region ID between 0 and 15.

F240 PINs do not match. New PIN has not been set. Press Back to retry.

F241 There are no channels in this list please try again later

F242 The locked channels list is full please try again later

F243 Please enter you new PIN.

F244 Please re-enter your new PIN.

F245 You new PIN is now valid

F260 Coming next …..Foxtel game.

F261 <iApp> is not available

F262 There is a temporary technical fault. Please try again later.

F263 Games are not available.

F270 iSuggest is currently unavailable, please try again later

F271 iSuggest is currently unavailable, please try again later

F272 Title Search is currently unavailable.Please try again later

F280 Ensure that the satellite dish is properly aligned and connected, and smart card is correctly inserted.

F281 Ensure that the cable is properly connected and smart card is correctly inserted.

F282 Now scanning, please wait.

F283 Channel line-up is now complete.

F284 Check telephone line is connected, press Select to retry or Back to report new installation manually.

F285 Dial back in progress.

F286 Call back has failed, press Select to retry or Back to report installation.

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F287 Installation is complete.

F288 The default transponder could not be found. Press Select to modify settings or press Back to cancel installation.

F289 Please insert YOUR Foxtel smart card.

F290 There is a problem with your smart card. Please call 131999 for assistance.

F291 No channels have been found.

F3xx


F300 This service is not available whilst two recordings are in progress. Press [BACK] to cancel

F301 ON DEMAND information is not available whilst two recordings are in progress. Press [BACK] to cancel

F302 Series Link information is not available whilst two recordings are in progress. Press [BACK] to cancel

F303 Interactive Services are not available whilst two recordings are in progress. Press [BACK] to cancel

F304 PROGRAMMES BY TIME information is not available whilst two recordings are in progress. Press [BACK] to cancel

F305 Recording clash resolved. Press Select to cancel

F310 ON DEMAND information is not available whilst two recordings are in progress. Press [BACK] to cancel

F311 Synopsis information is not available whilst two recordings are in progress. Press [BACK] to cancel

F312 Further schedule information is not available whilst two recordings are in progress. Press [BACK] to cancel

F313 Synopsis information is not available whilst two recordings are in progress. Press [BACK] to cancel

F320 Live Pause is not available. Call your service provider to upgrade your Foxtel subscription. Press [BACK] to cancel

F321 Playback is not available. Call your service provider to upgrade your Foxtel subscription. Press [BACK] to cancel

F321 Custom Record & Link is not available. Call your service provider to upgrade your Foxtel subscription. Press [BACK] to cancel

F321 Playback is not available. Call your service provider to upgrade your Foxtel subscription. Press [BACK] to cancel

F322 System fault playback and recording are unavailable please call 131 999 for assistance

F323 Recording selection failed. Please call 131 999 for assistance

F325 You cannot playback this programme <Event information with bitmaps> Please call your broadcaster for assistance. Press [BACK] to cancel

F326 You cannot record this programme <Event information with bitmaps> Please call your broadcaster for assistance. Press [BACK] to cancel

F330 <channel name> Cannot be manually recorded. Press [BACK] to continue

F331 Manual Recording requires all sections to be completed. Press [BACK] to continue

F332 An invalid start time has been entered. Please enter a new start time. Press [BACK] to continue

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F333 An invalid time entry has been entered. Please enter a new start time. Press [BACK] to continue

F340 This recording will be deleted when you end playback. Press [SELECT] to stop playback. Press [BACK] to return

F341 End of recorded programme. Press [BACK] to return

F342 End of Instant Rewind due to lack of disk space. Press [BACK] to cancel

F343 Recording interrupted due to signal loss. Press [BACK] to remove

F344 Recording interrupted by cancellation. Press [BACK] to remove

F346 This programme has already started and the recording will be incomplete. Continuing will incur the full charge. Press [SELECT] to continue. Press [BACK] to cancel.

F347 <duration> minutes of this programme has been recorded. If viewed this programme will be charged at full rental price

F348 You have entered an incorrect time. Enter a time within the duration of the programme. Press [BACK] to cancel

F349 To View ACTIVE you must exit Live Pause. Press [SELECT] to exit. Press [BACK] to cancel

F349 To View Planner you must exit Live Pause. Press [SELECT] to exit. Press [BACK] to cancel

F349 To view Setup you must exit Live Pause. Press [SELECT] to exit. Press [BACK] to cancel

F350 "No signal is being received, Foxtel PDR requires a signal to be able to play back Programmes"

F352 "Recording interrupted"

F360 There is currently insufficient space to make this recording. You must delete existing recordings to ensure the recording is made. Press [BACK] to cancel

F361 HOUSEKEEPING - Please wait

F362 Powering up from Energy Saver mode. Please wait a minute.

F363 This option will delete all existing and planned recordings. Press [SELECT] to confirm. Press [BACK] to cancel

F364 Instant Rewind is not available due to lack of disk space. Press [BACK] to cancel

F370 You are about to start a continuous play-out of programmes marked 'PLAY LIST'. Press [SELECT] to play-out. Press [BACK] to cancel

F380 Searching for Series Link information. Please wait. Press [BACK] to cancel

F381 Series Link information not available. Please try again later. Press [BACK] to cancel

F382 This programme is no longer available

F383 To delete this programme <Event information (as in Personal Planner)> Enter [PIN ----] Press [BACK] to cancel

F384 To delete this programme <Event information (as in Personal Planner)> Press [SELECT] to confirm. Press [BACK] to cancel

F385 To remove keep on this programme <Event information (as in Personal Planner)> Enter [PIN ----] Press [BACK] to cancel

F387 To remove this ON DEMAND programme <event information (as in Personal Planner)> call 131 999. Press [SELECT] to confirm. Press [BACK[ to cancel

F388 Saving PPV events is not supported. Press [BACK[ to cancel

F389 To delete this programme [event information (as in Personal Planner)]. Press [SELECT] to confirm. Press [BACK[ to cancel

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F4xx


F400 "This screen cannot be recorded"

F401 Only one recording is possible whilst within an interactive programme

F402 Pause is not available whilst in an interactive application. Press [BACK] to return. Press [Foxtel] to exit

F402 Rewind is not available whilst in an interactive application. Press [BACK] to return. Press [Foxtel] to exit

F402 Record is not available whilst in this interactive application. Press [BACK] to return

F402 Play is not available whilst in an interactive application. Press [BACK] to return Press [Foxtel] to exit

F410 There is a temporary technical fault. Please try again later

F420 This FOXTEL ON DEMAND programme will expire when you end playback

F421 There are no programmes currently in ON DEMAND. Please check back later.

F422 ON DEMAND is unavailable

F423 To enjoy programmes from this channel your subscription needs upgrading. For assistance please contact your service provider. FOXTEL subscribers call 131 999

F425 There are no titles currently in Foxtel ON DEMAND

F426 There are no titles currently in FOXTEL ON DEMAND HD & 3D, Please check back later.

F441 Due to HDCP support not being detected from your TV this program is being shown in Standard Definition

F442 Due to HDCP support not being detected from your TV this program cannot be viewed

F443 You are about to change the video output settings. If a blank screen appears please wait 30 seconds for previous settings to be restored. Press [Select] to continue, [Back] to cancel.

F444 Please enter your PIN within 30 seconds to confirm and save settings. Press [Back] to cancel.

F445 Application terminated due to HDCP restrictions. Press [Back] to exit.

F5XX


F501 Please Ensure Ethernet Cable is Connected

F502 There Are Currently no Programmes of This Type

F503 Download Listings Not Available

F504 There is a Problem With This Title

F505 Only (40) Download PPV Titles Can be Queued

F506 Insufficient disk space available

F507 No signal is being received and is required for download…”

F508 Insufficient Credit Available

F509 Limit has been reached

F510 <Event name>xx is Already Ordered

F511 To upgrade your subscription please call your service provider. Foxtel customers please call 131 999

F512 A download is in progress. Please ensure an ethernet cable is connected.

F513 Please Ensure The Ethernet Cable is Connected

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F514 Unable to connect the internet. Please ensure your internet service is working

F515 Please Ensure The Ethernet Cable is Connected


F517 There is problem with this title. Please try again later

F518 You cannot purchase this programme at the moment

F519 This programme is not available in your current Subscription package but is available for rental. Visit foxtel.com.au/upgrade or call 131 999 to upgrade your subscription.

F520 This programme is not available with you subscription. To upgrade your subscription visit foxtel.com.au/upgrade or call 131 999.

F531 This Title cannot be viewed until download is complete. Please try again later

F532 Download Not Yet Complete. Playback may pause to allow download to stay ahead of viewing

F533 You Have Entered an Incorrect Time

F534 End of Downloaded Programme

F535 End of Downloaded Portion Reached. Please wait for more of this title to download

F540 Checking purchase information. Please wait

F541 We‟re checking the availability of this programme. Please wait a moment

F560 Invalid value entered. Please try again

F561 Testing Network, please wait

F562 Network Test successfu

F563 Network Test unsuccessful

F570 HD & 3D ON DEMAND content unavailable. To upgrade your subscription please call your service provider. Foxtel customers please call 131 999

F571 TV ON DEMAND content is unavailable. To upgrade your subscription please call your service provider. Foxtel customers please call 131 999

F572 ADULT ON DEMAND content is unavailable. To upgrade your subscription please call your service provider. Foxtel customers please call 131 999

F573 MOVIE LIBRARY ON DEMAND content is unavailable. To upgrade your subscription please call your service provider. Foxtel customers please call 131 999

F580 We‟re checking the availability of this programme. Please wait a moment

F581 Preparing programme. Depending on your internet speed this may take a few minutes. Please wait

F582 To view Look Back you must exit this programme. Press R to save to the Planner

F583 This programme has been added to your Planner

F585 To download programmes please contact your service provider. Foxtel subscribers go to foxtel.com.au/upgrade or call 131 999 and say Activate Look Back TV

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F586 To enjoy this programme from this channel, your subscription needs upgrading. For assistance please contact your service provider FOXTEL subscribers call 131 999

F587 End of downloaded programme

F588 Connect your box to the internet to look back up to 24 hrs in the TV Guide and watch a selection of shows from a range of channels you subscribe to. For instructions on how to connect go to Foxtel.com.au/IPconnect


F590 Only 40 download titles can be queued. Please wait till a download completes, then try again.

F591 Further schedule information is not available. Please try again later

F592 End of downloaded portion reached. Please wait for more of this title to download.

F593 As requested, this channel is blocked. Enter PIN to continue

F594 INCORRECT PIN. Two attempts remaining Enter your PIN

F595 INCORRECT PIN. One attempt remaining Enter your PIN

F596 INCORRECT PIN. PIN entry is now blocked for 10 minutes.

F597 PIN entry is blocked, please retry in 10 minutes. For assistance please call your service provider FOXTEL subscribers call 131 999

F598 Preparing programme. Depending on your internet speed this may take a few minutes. Please wait

F599 To download programmes from a range of Foxtel channels please contact your service provider, Foxtel subscribers go to foxtel.com.au/upgrade or call 131 999 and say Activate Look Back

F600 No broadcast signal is being received. For assistance please call your service provider FOXTEL subscribers call 131 999

F610 We’re checking the availability of this programme. Please wait a moment

F611 To view this programme

F612 To view this programme

F613 To view this programme. INCORRECT PIN. Two attempts remaining

F614 To view this programme. INCORRECT PIN. One attempt remaining

F615 To view this programme. PIN entry is blocked, please retry in 10 minutes

F616 To record this programme

F617 To record this programme

F618 To record this programme. INCORRECT PIN. Two attempts remaining

F619 To record this programme. INCORRECT PIN. One attempt remaining

F620 To record this programme. PIN entry is blocked, please retry in 10 minutes

F621 This programme has been added to your Planner

F622 This programme is currently unavailable via this feature. Please check back in 15 minutes

F623 Sorry, this programme is not available via this feature due to programming rights.

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Foxtel iQ Fail Codes

Code Synopsis Detail Recording Impact Possible Cause / Remedial Action

1 Part rec Cancelled / end missed The customer cancelled the recording part-way through.

2 Interrupted Portions missed The recording was interrupted by the customer stopping the restarting recording.

3 Cancelled Failed STU was not powered up at the time when the recording was set to commence. Ensure STU is powered up at all times (leave in standby when not in use).

4 Out of space Failed / End missed The HDD is full, so the recording could not be completed. Content will need to be cleared manually to free up space for future recordings.

6 Failed Part recording / end missed

A power failure occurred while recording.

9 Error Failed / End missed Recording did not stop correctly at the end of the program. Impact on recorded content varies.

10 Error Start missed Tuner unavailable to start recording.

12 Unknown Failed A software problem prevented recording.

13 Error Failed A software problem prevented recording.



16 Schedule change Failed A schedule change resulted in this recording not occurring.

20 Start missed Start missed The recording was booked after the program had commenced, so the start was missed.

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21 No signal Part recording / failed The STU reported a "No signal" condition at the time the recording was supposed to start. You should attempt the signal troubleshooting for each platform. F100 - Satellite (Refer to document: 'F100 - No Satellite Signal is Being Received') F106 - Cable (Refer to document: 'F106 - No Signal is Being Received (Cable)')

22 Start missed Start missed A software problem prevented recording.

23 Unknown Failed / End missed A software problem prevented recording.

24 Warning End missed A software problem prevented recording.

25 Start missed Start missed A software problem prevented recording.

26 Warning Failed / End missed A software problem prevented recording.

27 Part rec Cancelled / end missed The customer cancelled the recording part-way through using the "recording clash" screen.

28 Warning End missed A software problem prevented recording.

29 No viewing card Failed The smartcard was not inserted at time of recording.

30 Sub upgrade needed

Failed The customer was not entitled to record the program at the time of recording. [such as trying to record a movie service when not subscribed to the appropriate movies tier.]

31 Warning Failed / End missed A software problem prevented recording.

33 Clashed Failed Recording could not occur due to a clash (too many recordings were set for the one time) on a series linked recording.

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34 Part rec Failed Recording was not possible due to a schedule change that resulted in a clash (ie. the clash was not apparent at the time the planner entry was created, but was caused by a subsequent schedule change).


36 Unknown Failed The recording was corrupted and could not be recovered. This may occur after a power reboot or Set Top Unit reboot if there is a hard drive corruption problem.


39 Unknown Failed The customer started a disk test during a recording - this caused the recording to stop.

40 Error Failed / End missed A software problem prevented recording.

41 Unknown Failed / End missed A software problem prevented recording.

Modem Error Codes

Error Code Possible fault Suggested troubleshooting

FGP 773 - Number Busy Call barring (Call 1900 956 540 to confirm) Pin number Dialling prefix (A dialling prefix is a number that needs to be dialled to designate an outside line)

Remove call barring Add dialling prefix (Refer to document: 'Modem Troubleshooting')

FGP 774 - Generic Error Set Top Unit fault Software fault

Perform power reboot Perform Foxtel Set Top Unit reboot (Refer to document: 'Set Top Unit Reboot')

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FGP 775 - Carrier Loss Call waiting Someone picked up the phone Line quality issue Unfiltered DSL present

Filter DSL Ensure no one accessing phone Repeat test

FGP 776 - No Dial Tone Phone line fault Phone point fault Digipath fault Set Top Unit fault

Rerun return path to establish cause of fault Power reboot without telephone wire Perform system test (Refer to document: 'Modem Troubleshooting')

FGP 777 - No Answer Foxtel fault Call barring Unfiltered DSL present

Filter DSL Remove call barring Confirm no fault with Foxtel service Repeat test Attempt dialback

FGP 904 - Authentication Failed

Set Top Unit fault Software fault Foxtel fault

Perform power reboot Perform Foxtel Set Top Unit reboot (Refer to document: 'Set Top Unit Reboot') Confirm no fault with Foxtel service Repeat test Attempt dialback

Error Code 16 - Unknown Error

Set Top Unit type

Confirm Set Top Unit type Book service call (Refer to document: 'Schedule a Service Call - Regular') if Set Top Unit should have a modem

Tab Active


301-305 Service unavailable at this time. Please try again later. If the problem persists contact Foxtel 131 999

308-309 Service unavailable at this time. Please try again later. If the problem persists contact Foxtel 131 999

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310 Forced link timeout. The phone line was disconnected unexpectedly. You will need to login to continue. Press Select to Login. Press Back to continue without logging in.

400-599 Try again or contact TAB Customer Service 131 802

772 Try again or contact Foxtel 131 999

773 There is a problem connecting at this time. Please try again later. If the problem persists, contact Foxtel 131 999


775 Please check that your Set Top Box is connected to the phone line and that the phone is not in use. If the problem persists, contact Foxtel 131 999.

776 No dial-tone was detected. Please check that your phone line is connected to your Set Top Box. If the problem persists, contact Foxtel 131 999.

777 We are experiencing network difficulties. Please try again later. If the problem persists, contact Foxtel 131 999



803 Two Way 803

804 Two Way 804



902 The phone line was disconnected unexpectedly. You will need to login to continue. Press Select to re-login. Press Back to continue without logging in.

903 The phone line was disconnected unexpectedly. You will need to login to continue. Press Select to re-login. Press Back to continue without logging in.


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Appendix 6: STU E-Code Messages and Error Codes

E0x

Error Code On Screen Message Action

E04 E04 Please insert Smartcard

E04 PLEASE CHECK YOUR SMARTCARD Your AUSTAR Smartcard is not inserted properly in your set top box. Please check your Smartcard is inserted correctly into the set top box, following the arrow on the Smartcard. Need more help? Visit austar.com.au/support.

E05 E05 Unknown Smartcard


E06 E06 Smartcard Failure


E07 E07 Checking Smartcard

E07 CHECKING SMARTCARD The Smartcard is being checked. Please wait.

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E1x


E16 E16 Service is currently scrambled

E16 PLEASE CHECK YOUR ACCOUNT This channel may not be in your AUSTAR subscription. To add this channel, please call 132432 and say 'change options' or visit austar.com.au/support. If this problem persists, please check your account balance is up to date at austar.com.au/support. Need more help? Visit austar.com.au/support.

E17 17 Service is currently scrambled

E17 PLEASE CHECK YOUR SMARTCARD Your Smartcard is not matched to this set top box. Please check the correct AUSTAR Smartcard is inserted correctly into the set top box, following the arrow on the Smartcard. If this does not work, please call 132432. Need more help? Visit austar.com.au/support.


E18 ERROR MESSAGE AUSTAR advises this service is currently unavailable in your area. Please select another channel.


E19 PLEASE CHECK YOUR ACCOUNT This channel may not be in your AUSTAR subscription. To add this channel, please call 132432 and say 'change options' or visit austar.com.au/support. If this problem persists, please check your account balance is up to date at austar.com.au/support. Need more help? Visit austar.com.au/support.

E2x


E24 E24 Preview Period Expired

E24 ERROR MESSAGE You are not entitled to view this Box Office session.

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E3x



E30 SERVICE INTERRUPTION There is a brief interruption to your service. It should be resolved within 15 minutes. If the delay continues, please call 132432 and say ‘technical’. For general help & tips, visit austar.com.au/support.

E32 E32 Viewing is temporarily blocked, please stay tuned

E32 SERVICE INTERRUPTION There is a brief interruption to your service. It should be resolved within 15 minutes. For general help & tips, visit austar.com.au/support.

E33 E33 Invalid Smart card

E33 ERROR MESSAGE There may be a problem with your AUSTAR subscription. Please call your service provider on 132432.


E34 SERVICE INTERRUPTION There is a brief interruption to your service. It should be resolved within 15 minutes. If the delay continues, please reset your set top box by turning the power off at the powerpoint. Wait 1 minute before turning it back on. Thank you for your patience. For general help & tips, visit austar.com.au/support.

E37 E37 Service Unknown E37 ERROR MESSAGE Please check the channel number is correct by pressing TV GUIDE on your remote control to see the full list of channels. If the number is correct, please call 132432 and say 'technical' for assistance. For general help & tips, visit austar.com.au/support.

E38 E38 Service is not running


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E4x


E40 E40 Decoder Memory Full


E42 E42 Parental Control Lock

E42 PARENTAL CONTROL LOCK IS ON This channel is currently locked by Parental Control. To unlock this channel, press [SELECT] on your remote control and enter the PIN number when prompted. To change your Parental Lock settings, go to austar.com.au/support. and search for Parental Control.

E44 E44 No Event Information

E44 PARENTAL CONTROL LOCK IS ON This channel is currently locked by Parental Control. To unlock this channel, press [SELECT] on your remote control and enter the PIN number when prompted. To change your Parental Lock settings, go to austar.com.au/support. and search for Parental Control.

E49 E49 LNB Overload E49 ERROR MESSAGE A problem has developed with your installation. Please check the wall connections. For assistance, please call 132432.

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E5x


E52 E52 Searching for signal

E52 SEARCHING FOR SIGNAL The signal to your set top box is currently unavailable. Please reset your set top box by turning the power off at the powerpoint. Wait 1 minute before turning it back on. If this problem continues, please call 132432 and say 'technical'. For general help & tips, visit austar.com.au/support. <freq value> MHz

E6x


E66 E66 Service is currently blocked

E66 NO CHANNELS FOUND Please reset your set top box by turning the power off at the powerpoint. Wait 1 minute before turning it back on. If this problem continues, please call 132432 and say 'technical'. For general help & tips, visit austar.com.au/support.

E8x






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E10x-x


E100-4 E100-4 Service is currently scrambled

E100-4 ERROR MESSAGE This channel is currently unavailable. There may be a problem with your smartcard. Please call your service provider on 131999.


E107-4 PLEASE CHECK YOUR SMARTCARD Your Smartcard is not matched to this set top box. Please check the correct Foxtel Smartcard is inserted correctly into the set top box, following the arrow on the Smartcard. If this does not work, please call 131999. Need more help? Visit foxtel.com.au/regional.


E108-4 ERROR MESSAGE There is a brief interruption to your service. It should be resolved within 15 minutes. If the delay continues, please reset your set top box by turning the power off at the powerpoint. Wait 1 minute before turning it back on. Thank you for your patience. For general help & tips, visit foxtel.com.au/regional.

DT E5x-xx


DT-E52-32 DT-E52-32 Local TV channel signal loss

DT-E52-32 LOCAL TV SIGNAL LOSS No signal is being received for this channel. This may mean: · Your TV antenna needs to be adjusted or repaired · The local TV broadcaster may be experiencing technical difficulties with their transmission For assistance, please contact your local antenna service provider or your local TV broadcaster. <freq value> MHz

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DT E6x-xx


DT-E69-32 DT-E69-32 Free-to-air service is blocked

DT-E69-32 ERROR MESSAGE You cannot access this channel while your MyStar subscription has been removed. This may mean you have a payment issue - have you remembered to make your payment? For assistance, please contact your local antenna service provider or your local TV broadcaster. <freq value> MHz

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Chapter 9 Appendix

Appendix 7: Field Bulletins and Information Notices

Field Bulletins and information notices will be distributed as required. It is important that you keep an accurate record of all information sent to you. From time to time Foxtel will send updates to this manual. You must ensure the affected chapter(s) are removed/deleted and replaced with the most up to date version(s). In addition Foxtel will also send updates that do not feature within this manual. These updates could be considered critical in regards to troubleshooting an installation. As an example, the Service Components List . Please ensure the latest updates are utilised.

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