Troubleshooting - iBAHN

IBAHN ACADEMY
ETVi Troubleshooting Guide

ETVi Troubleshooting Guide
The purpose of this document is to provide you with the knowledge to
troubleshoot the most common in-room faults relevant to iBAHN’s ETVi product.
The instructions in this guide will explain how all elements of the ETVi in-room
service connect together, covering:
1. Set Top Box Connections
2. Remote and Keyboard Details
3. Common faults that could occur
Support queries
For all technical support queries, please contact our Network Operations Centre
on 1800 727 589. Our ETVi support team are available 24/7.
General queries/Account Management
For any general queries, please call our office:
T: 1300 0 iBAHN
LIST OF COMMON ABREVIATIONS
NIC Network Interface Card
PMS Property Management System
STB Set Top Box
TV Television
URL Universal Resource Locator (Website Address)
HD High Definition
SD Standard Definition
Tight Integration Where the Infrared signals are received by the Set Top Box
via the Television Infrared receiver
Loose Integration Where the Infrared signals received by the Set Top Box are
received via a “Magic Eye”
Magic Eye Loose integration Infrared receiver

Q: The ETVi Box appears to be non-responsive
A: Check that the power cable is connected to a plug socket within
the guestroom. When plugged in and switched on you should see
the red LED light as shown below
If the light does not come on, check that the power socket you are
using is working by plugging something else in, a lamp for example.
Also check that the ETVi Power Supply is ok by testing it in another
working room.
You could also check to see if the STB will power on in another room
using a different power source.
If you have tried all these methods and the STB will still not come to
life, it is possible that you may require a replacement STB.
If you require more spares, these can be ordered by calling iBAHN.
Q: Why is the keyboard not responding?
A: To wake the keyboard up you need to press a key, not the
touchpad. If this is still not working check there is a dongle plugged
in the back of the STB, it is important it is the one that came with
the keyboard as these are a pair.
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Q: The TV is displaying a message informing me that there is “No
Signal” being received. Or the STB appears to be switched on
but I’m not getting a picture
A: Located second down from the top and silver in colour in the below
picture is the HDMI cable. This cable provides the TV with the Audio
& Visual source. You can see that the other end looks identical and is
connected to the rear of the TV in the lower left corner of the picture
Check that both ends of the cable are securely connected to both the
STB and the TV. Also check the power to the STB and that the Input
source is correct on the TV. To do this you may need the original TV
remote rather than the ETVi remote.
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Q: The Remote Control or Keyboard doesn’t seem to work
A: Firstly check that the batteries in the Remote Control do not require
replacement
If the remote or keyboard you are using is new it may need to be
reprogrammed to function correctly. How to do this is explained later
in this document.
There will be a connection from the STB to the TV for Infrared signals
to be received, or you will see a connection from the STB to a “Magic
Eye” such as the one pictured below. Check that all Infrared
Connections are correct.
Magic Eye Infrared receiver
You will need to ensure the DB9 connector shown below is securely
connected to both the STB and the TV/Magic eye. In the below picture
the DB9 Connector is located third down from the top of the STB.
The DB9 terminates as an
RJ11 cable, also shown
below, and is plugged into
the rear of the TV as shown
right.
A typical DB9 Connector
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Q: The STB does not appear to be responding to the remote
control commands / The ETVi logo is stuck on the screen
A: Check that the Ethernet Cable / Coaxial cable which provides the
signal into the guestroom is connected
Notice the green and yellow lights being displayed by the STB below the
network connection port (white CAT5 cable), the lights show that there is
a working network connection to this iPLUS STB.
Also check to see if the box has any lights switched on at the front.
If a yellow light is on
permanently, the STB could
be receiving a network
update which can take 10 –
15 minutes to complete.
Leave the box for a while and let it settle. It should return to a normal
state once the update has been automatically applied. A green light will
illuminate once it has finished.
Tip: The LEDs on the front of
the STBs will flash a “Morse
Code” pattern to indicate
their status. Or you may
notice that the ETVi logo on
the TV does not progress.”
If the STB red light flashes a sequence of "short short long long long"
(dot dot dash dash dash) it means "No network connection", which
highlights that there is a physical connection problem - i.e. the CAT5
cable is disconnected, or connected to the wrong port on the STB. On
an Activy STB this is highlighted by the LCD panel stating DHCP Lease.
Please refer to pages 5 & 6 for further information on how to connect the
STB correctly.
It should be noted that any other pattern probably indicates an issue
which cannot be resolved by the hotel themselves, and the pattern and
problem should be noted and reported to iBAHN.
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Q: We have the iBAHN laptop connect solution, the STB is working fine but
when a laptop is plugged in, nothing appears to happen and the guest
cannot connect to the internet
A: Ensure that the connection between the laptop and the STB is ok. You may
have a Teleadapt module such as the ones displayed below
Trace the cable back to the STB and confirm that is it correctly plugged in.
If the cable appears to be ok, then it is mostly likely to be a setting on the
guests laptop that needs configuring. Advise the guest to call iBAHN’s
technical support team on 1800 727 589
Q: How do I reprogram a Remote Controller or Keyboard?
A: Programming your ETV remote control – For All TV Types
STEP 1
Push SELECT and POWER for 4 seconds
Enter the appropriate code for your STB (see below) and then push SELECT
STEP 2 – Only to be completed for tight integration
Push SELECT and POWER for 4 seconds
Enter 008 and then push SELECT
Codes for STEP 1 Tight Integration Loose Integration
iPLUS 056 036
Step1 – Remote control and keyboard
Hold down SELECT and POWER buttons simultaneously for around four seconds. You
should see a double flash of the red light. The remote is now ready be programmed with
the TV code. Within 3 seconds you must enter the appropriate code for your Set Top Box.
If the remote control has been programmed correctly the red light will flash twice to
confirm. If the programming has failed the red light will flash one long continuous flash.
Step2 – Remote control only – Tight Integration only
Hold down SELECT and POWER buttons simultaneously for around four seconds. You
should see a double flash of the red light. The remote is now ready be programmed with
the TV code. Within 3 seconds you must enter the following code: 0 0 8 SELECT
If the remote control has been programmed correctly the red light will flash twice to
confirm. If the programming has failed the red light will flash one long continuous flash.
iBAHN is continually updating documentation and training materials. If you have any comments or suggestions,
please feel free to contact your iBAHN Account Manager on 1300 0 iBAHN
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