IPTV and CATV Troubleshooting guide For technical assistance please call 409-772-5200 0
Table of Contents DESCRIBING TYPES OF IPTV SUPPORT PRODUCTS... 2 What is the difference between CATV (analog) and IPTV (digital)... 2 There several different types of TV services at UTMB... 2 There are several types of TV being used throughout UTMB... 2 There are several models of TV s used throughout UTMB... 2 What Is a Set Back Box (SBB)?... 2 There are 2 types of setback boxes used throughout UTMB... 2 There are 2 types of Patient SONIFI Pillow speakers used throughout UTMB... 3 Trouble Shooting:... 3 Patient Rooms with IPTV... 3 No image on TV:... 3 Frozen Image on TV:... 4 TV Displays No Signal, Weak Signal, or System Not Available :... 4 Low or No Sound from Pillow Speaker:... 4 No Control of TV through Pillow Speaker (channel, volume and power on/off controls):... 4 TV Turns Off when both TV and SBB are reset.... 5 Trouble Shooting IPTV in Waiting Rooms and Break Rooms... 5 Wiring Diagrams of Typical IPTV TV Installations... 6-9 IPTV Cable Channel Line for different campuses:... 10-13 1
DESCRIBING TYPES OF IPTV SUPPORT PRODUCTS What is the difference between CATV (analog) and IPTV (digital) The way to determine the difference between CATV (analog) and IPTV (digital) is as follows: 1. CATV (analog) images are not as sharp or as high quality as IPTV (digital). TV s are connected via a COAX cable and an F connector. 2. IPTV uses a tuner either as a Set Back Box or built-in into the TV to convert the digital signal into video. IPTV uses CAT 5 (network cable). There several different types of TV services at UTMB Standard IPTV: Typically in waiting rooms, break rooms and patient guest TV s. The services are only standard TV channels and are controlled with hand held antimicrobial remotes or from the buttons on the TV. The video image is in high definition, crisp and very sharp. Interactive IPTV: Typically in Patient rooms but not on the patient guest TV s in the patient room. The services include standard TV channels as well as other interactive features such as music, and relaxation channels, etc. Analog TV: Still active in both waiting rooms, break rooms and patient rooms. You will be able to identify analog TV by the less then high quality image being displayed. There are several types of TV being used throughout UTMB CRT TVs: Large or small, square, old fashion style TV s. These TVS still run standard definition analog TV signal and do not work with IPTV. Flat Panel Display that uses a Set Back Box (SBB) to connect to IPTV: Typically PDI and some LG models. You will see a separate Set Back Box attached between the wall and the display. Flat Panel Displays that has built in Set Back Box (SBB) to connect to IPTV: Typically only LG displays. You will not see a separate set back box (SBB) connected between the wall and display. There are several models of TV s used throughout UTMB LG: Some have built in SBB s and some need an external SBB. PDI: All PDI Display will require an external SBB. Miscellaneous: Zenith, Sharp and other miscellaneous models. What Is a Set Back Box (SBB)? The external or internal Set Back Box is the device (tuner) that converts the incoming IPTV signal over the network into a video signal that the TV can recognize and display. To have high definition video over the network you need some kind of SBB to convert the signal to display the video. There are 2 types of setback boxes used throughout UTMB Enseo SBB: These are typically in use for public areas such as waiting rooms or break rooms in where the user needs a hand held remote to control the TV. LG SBB: These are typically in use on patient TV s where the user needs a pillow speaker to control the TV. NOTE: Some TV s have built in IPTV tuners (decoders) made by LG manufacturer. These TV s are typically installed in new Patient, Waiting or Break rooms. These TV s require a patient room pillow speaker to control the TV or a LG remote. 2
There are 2 types of Patient SONIFI Pillow speakers used throughout UTMB Responders 5: Which has icons of a water glass, toilet, and light bulbs and SONIFI is written on it. This unit is typically used in John Sealy, Jennie Sealy and VLE. (See Image #6) Responders 4: Which doesn t have the icons that the responder 5 has but still has SONIFI written on it. This unit is typically used in the Trauma Center and or emergency rooms. (See Image #7) Please note: For IPTV use, always make sure the Sonifi logo is on the Pillow speaker. If your Pillow speaker does not have the Sonifi logo it will not work with IPTV. Trouble Shooting Overview and Scenarios: Most technical problems can be solved by rebooting power on both the display and the Set Back Box. It will be very uncommon for an installed cable to go bad, however they may have come loose for several reasons. Only check for loose connectors, or disconnected cables. Please refer to the wiring diagrams associated with the model of TV you are trying to troubleshoot. Below are typical trouble shooting techniques for the various types of rooms and equipment Patient Rooms with IPTV No image on TV: 1. Make sure power is on TV. 2. Make sure power is on SBB. Look for flashing light on network jack. If there is not a SBB, then skip this step. 3. If no power to SBB then power supply may be dead or not plugged in. Use spare power supply to test. 4. Make sure all cables are connected per diagram. 5. Check input on TV is set for HDMI Input #1. 6. Remove power from the SBB and TV (unplug power supply from wall) and wait 15 seconds. 7. Plug power back in and wait 2 minutes for system to reboot properly. 8. Turn TV back on with SONIFI pillow speaker and test functionality. 9. This should fix most problems! 10. If not, check the cables to make sure they are securely connected to the TV, set back box and the wall. 11. If issue is not resolved call 409-772-5200 and submit an incident for ISVO team to assist. 3
Frozen Image on TV: 1. Remove power from the SBB and TV (Unplug power supply from wall) and wait 15 seconds. Plug back in. 2. Plug power back in and wait 2 minutes for system to reboot properly 3. If issue is not resolved call 409-772-5200 and submit an incident for ISVO team to assist. TV Displays No Signal, Weak Signal, or System Not Available : 1. Remove power from the SBB and TV (unplug power from wall) and wait 15 seconds. 2. Plug back in and wait 2 minutes for system to reboot properly. This should fix the problem! 3. If not, check the light on the network port on the back of the display and/or on the SBB. See diagram below. If no lights are lit up then call 409-772-5200 and tell them you have a dead network connection. Low or No Sound from Pillow Speaker: 1. Make sure Pillow speaker is plugged into wall. If sound is still cutting in and out, then wiggle connector on wall. a. If sound is still cutting in and out after wiggling connector, replace with a working SONIFI pillow speaker. b. Wiggle cable again. If sound still cuts in and out, then the wall plate may be defective. Put the original SONIFI pillow speaker back. The problem is not the pillow speaker therefore a service call needs to be made to CES (409-772-4040) to replace wall plate due to the pillow speaker not functioning properly. IF wall plate is replaced the technical issue still exists then CES or ISVO will need to contact HALCO to check wiring etc. Email contacts for CES and HALCO: Rey Chapa Rey.Chapa@lonestarcom.com, Cliff Switzer cswitzer@halcolss.com, casey.huffman@sodexo.com Gibson, Jason <Jason.Gibson@sodexo.com No Control of TV through Pillow Speaker (channel, volume and power on/off controls): 1. Make sure pillow speaker is plugged into wall plate. 2. Remove power from the SBB and TV (Unplug power supply from wall) and wait 15 seconds. Plug back in. Wait 2 minutes. If you have control of system you are done. If not 3. Wiggle connector on wall while holding volume up button. If volume control appears up on TV intermittently then replace pillow speaker with a working SONIFI pillow speaker. a. Then, wiggle cable again while holding volume up button. If volume control appears up on TV intermittently then the wall plate may be defective. Put the original SONIFI pillow speaker back and replace wall plate in the normal manner. b. If the volume NEVER pops up on the TV while wiggling the cable and/or replacing the wall plate then c. Go to the display and check wiring 4
d. Make sure Display Control 2 cable is connected to the TV on the appropriate port (See images for appropriate TV). e. Make sure all cables at the back of the display are connected as per wiring diagram. 4. Remove power from the SBB and TV (Unplug from wall) and wait 15 seconds. 5. Plug back in and wait 2 minutes for system to reboot properly. 6. Turn TV back on with SONIFI pillow speaker and test functionality. 7. This may solve the problem. 8. If not, there is a small switch on the side of PDI DISPLAYS ONLY (see Image #4 PDI Patient TV wiring diagram). This switch should be set to C2. 9. If issue is not resolved call 409-772-5200 and submit an Incident for ISVO to assist. TV Turns Off when both TV and SBB are reset. 1. The TV and the SBB may be out of sync (SBB is off, TV turns off and SBB turns on). 2. Unplug power to SBB and TV. 3. Unplug the gray cable between TV and SBB. 4. Unplug ¼ pillow speaker cable from TV. 5. Plug in Power to TV, SBB and pillow speaker cable back into the TV. 6. Plug in Gray cable between TV and SBB. 7. Wait 2 minutes then use pillow speaker to control TV and verify TV controls are fully functional by turning ON the TV. Trouble Shooting IPTV in Waiting Rooms and Break Rooms 1. Make sure the TV and SBB (if applicable) is powered on. 2. Verify there are flashing lights on port of the network jack 3. If there is not a SBB, then skip this step. If there is no power to SBB then power supply may be dead or not plugged in properly. Verify power supply is plugged in securely and check if the power light is on the SBB. If not the power supply needs replacing. 4. Make sure all cables are connected per diagram associated to the type of TV in the room. 5. Check input on TV is set for HDMI Input #1. 6. Remove power from the SBB and TV (Unplug from wall) and wait 15 seconds. 7. Plug back in and wait 2 minutes for system to reboot properly. 8. Turn TV back on with hand held AntiMicrobial remote and test functionality. (See image #5) 9. If issue is not resolved call 409-772-5200 and submit an incident for ISVO to assist. 5
Wiring Diagrams of Typical IPTV TV Installations Image #1 Connecting Enseo SBB to any Model TV 6
Image #2 Connecting an LG Patient TV to a LG STB2000 SBB Image #3 Connecting a 23 PDI 23LCD Patient TV to LG 7
Image #4 Connecting a 40 PDI Patient TV to a LG Image #5 Antimicrobial Remote Image #5 Antimicrobial remote for IPTV 8
Image #6 Responder 5 Pillow Speaker Image #7 Responder 4 Pillow Speaker 9
IPTV Cable Channel Line Up for UTMB Galveston Main Campus: Network Channel Network Channel NBC-HD - KPRC 2 The Weather Channel HD 30 ABC-HD - KTRK 3 BET HD 31 CBS-HD - KHOU 4 Headline News HD 32 FOX-HD - KRIV 5 CNN HD 33 PBS-HD - KUHT 8 CNBC HD 34 UNIVISION HD 9 MSNBC HD 35 GALAVISION HD 10 FOX News HD 36 Disney HD 11 Bloomberg HD 37 Disney XD HD 12 ESPN HD 38 Nickelodeon HD 13 ESPN2 HD 39 ABC Family HD 14 FOX Sports Southwest HD 40 DISCOVERY HD 15 Golf Channel HD 41 The Learning Channel HD 16 NFL Network HD 42 USA HD 17 Trinity Broadcasting Dig SD 43 TBS HD 18 TV Guide Channel Dig SD 44 Animal Planet HD 19 Patient Channel 47 TNT HD 20 Newborn English 48 Turner Classic Movies HD 21 Newborn Spanish 49 AMC HD 22 Live Campus Events 51 TruTV HD 23 Public Affairs Ann. 52 SYFY HD 24 KHMX Radio 96.5 54 E! Entertainment Television HD 25 KILT Radio 100.3 55 History Channel HD 26 KLOL Radio 101.1 56 A&E HD 28 KODA Radio 99.1 57 Lifetime Television HD 29 KUHF Radio 88.7 58 10
CATV Channel Line Up for League City Hospital 17 KPRC - NBC 18 KUHT - PBS 21 KHOU - CBS 22 KTRK - ABC 40 Disney 41 Fox Sports Southwest 42 ESPN 43 ESPN2 23 KRIV - FOX 24 HLN 25 CNBC 26 MSNBC 27 Fox News 28 Weather Channel 29 History Channel 30 Tru TV 31 Discovery 32 Animal Planet 33 The Learning Channel 34 Food Network 35 TBS 36 TNT 37 USA 38 ABC Family 39 Disney XD 11
CATV Channel Line Up for UTMB Galveston Main Campus Ch. 07 UTMB Television Channel Lineup Ch. 08 KUHT Houston PBS Ch. 09 KTXH Houston Independent Ch. 10 KPRC Houston NBC Ch. 11 KHOU Houston CBS Ch. 12 KRIV Houston FOX Ch. 13 KTRK Houston ABC Ch. 19 KIAH Houston Independent Ch. 20 KUBE Houston Independent Ch. 21 KETH Trinity Broadcasting channel Ch. 22 KXLN Univision Houston (español) Ch. 23 KTMD Telemundo Houston (español) Ch. 25 Discovery Channel Ch. 26 The Disney Channel Ch. 27 ABC Family Channel Ch. 28 Disney XD Ch. 29 The Learning Channel Ch. 30 USA Channel Ch. 31 TBS Superstation Atlanta Ch. 32 Animal Planet Ch. 33 TNT Ch. 34 Turner Classic Movies Ch. 35 American Movie Classics Ch. 36 Weather Channel Ch. 37 CNN Headline News Ch. 38 CNN News Ch. 39 The Hub Ch. 42 Lista de Canales Ch. 43 The Patient Channel (From GE Med) Ch. 44 Medical Center Education TV Newborn, English Ch. 45 Medical Center Education TV Newborn, Spanish Ch. 46 KHMX 96.5 FM radio, Pop music Ch. 47 KILT 100.3 FM radio, Country music Ch. 48 KUHF 88.7 FM radio, Classical music Ch. 49 KLOL 101.1 radio, Tejano music Ch. 50 KODA 99.1 FM radio, Contemporary music Ch. 51 TIP TV Ch. 53 Live Campus Events Channel Ch. 54 Public Affairs Announcements Ch. 55 ESPN Ch. 56 ESPN-2 Ch. 57 Fox Southwest Sports Channel Ch. 58 CNBC Ch. 59 MSNBC Ch. 60 Fox News Ch. 61 History Channel Ch. 62 TRU - TV Ch. 63 Syfy Channel Ch. 64 E! Entertainment TV Ch. 65 Bloomberg Information Ch. 66 The Golf Channel