IPTV and CATV
Troubleshooting guide
For technical assistance please call 409-772-5200
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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
4.
5.
6.
7.
8.
9.
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.
Remove power from the SBB and TV (Unplug from wall) and wait 15 seconds.
Plug back in and wait 2 minutes for system to reboot properly.
Turn TV back on with SONIFI pillow speaker and test functionality.
This may solve the problem.
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.
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.
2.
3.
4.
5.
6.
7.
The TV and the SBB may be out of sync (SBB is off, TV turns off and SBB turns on).
Unplug power to SBB and TV.
Unplug the gray cable between TV and SBB.
Unplug ¼” pillow speaker cable from TV.
Plug in Power to TV, SBB and pillow speaker cable back into the TV.
Plug in Gray cable between TV and SBB.
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
NBC-HD - KPRC
ABC-HD - KTRK
CBS-HD - KHOU
FOX-HD - KRIV
PBS-HD - KUHT
UNIVISION HD
GALAVISION HD
Disney HD
Disney XD HD
Nickelodeon HD
ABC Family HD
DISCOVERY HD
The Learning Channel HD
USA HD
TBS HD
Animal Planet HD
TNT HD
Turner Classic Movies HD
AMC HD
TruTV HD
SYFY HD
E! Entertainment Television HD
History Channel HD
A&E HD
Lifetime Television HD
2
3
4
5
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
28
29
Network
The Weather Channel HD
BET HD
Headline News HD
CNN HD
CNBC HD
MSNBC HD
FOX News HD
Bloomberg HD
ESPN HD
ESPN2 HD
FOX Sports Southwest HD
Golf Channel HD
NFL Network HD
Trinity Broadcasting Dig SD
TV Guide Channel Dig SD
Patient Channel
Newborn English
Newborn Spanish
Live Campus Events
Public Affairs Ann.
KHMX Radio 96.5
KILT Radio 100.3
KLOL Radio 101.1
KODA Radio 99.1
KUHF Radio 88.7
Channel
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
47
48
49
51
52
54
55
56
57
58
10
CATV Channel Line Up for League City Hospital
17
KPRC - NBC
40
Disney
18
KUHT - PBS
41
Fox Sports Southwest
21
KHOU - CBS
42
ESPN
22
KTRK - ABC
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