Subject: WI: New Tech Case Reason
From: Akhil P Walia <[email-masked]>
To: "Demike Reon. Camino" <[email-masked]>, Claire C <[email-masked]>, Nella Jemino <[email-masked]>, jade Cuizon <[email-masked]>, dannevy Salvador <[email-masked]>, Rizza Pearl Saure <[email-masked]>, Samir Kumar <[email-masked]>, Anshul Pannu <[email-masked]>, Sumeet Kumar <[email-masked]>, Mayank Sehgal <[email-masked]>, Krishna Tiwari <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, Ashish Sharma <[email-masked]>, Mohammed Waseem <[email-masked]>, Gaurav Tripathi <[email-masked]>, karen <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Gee Jay <[email-masked]>, Nyle Remo <[email-masked]>, Bernadette Ferrer <[email-masked]>, Siji George <[email-masked]>, Ankur Gupta <[email-masked]>
Date: Thu, 22 Dec 2011 02:42:33 +0530 (IST)

Hi Guys, 

A new technical case reason for TV-Box in SalesForce. 

This is called "stuck on boot". 

This reason should be used in cases where the TV-Box cannot boot, but there is an initial connection that we can see. 

The problem is that the TV-Box gets stuck and doesn't continue to boot & to reach the Setup Wizard. 

Example: Customer connects the TV-Box and the initial icon with the antennas comes up, but then nothing proceeds from there. 

Attached in the troubleshooting steps, added how to handle this issue. (marked in orange in the attached.) 

Basically, there is not much. 

T1 should ask customer to reboot the TV-Box. 

If this doesn't work, they will escalate to T2. 

T2 will request a token from T3. 

Let me know if you have any questions. 

Regards 
AKHIL