Set-Top Box Troubleshooting Guide Sample

This sample demonstrates a structured troubleshooting guide used by support teams assisting customers with a set-top box service.

At a glance

  • Audience: Customer support agents

  • Use case: live call troubleshooting

  • Issue covered: Bluetooth remote pairing and voice control

  • Original format: Word/PDF service documentation

  • My role: information architecture, workflow design, task structuring, document control

Documentation approach

This sample has been reconstructed in AsciiDoc to demonstrate:

  • modular documentation practices

  • semantic structure for reuse

  • task-oriented troubleshooting workflows

  • suitability for docs-as-code environments

Note on confidentiality

Content has been de-identified and reduced to a representative excerpt.

Workflow

The diagnostic workflow diagram below illustrates the decision path used during live support calls.

The workflow prioritises common failure points to reduce call handling time and unnecessary escalations.

remote-voice-workflow

Sample topic: Bluetooth remote pairing or voice control not working

Applies to

Set-top box Model A, Set-top box Model B

Symptoms

  • Bluetooth pairing fails

  • Voice control not responding

Cause

The remote is not paired via Bluetooth or requires reset.

Resolution

Follow the steps below to restore Bluetooth pairing and voice control.

Step 1: Check if set-top box was reset

If the set-top box was factory reset, the remote may need re-pairing. Go to Step 7.

If the set-top box was not factory reset, go to Step 2.

Step 2: Reconnect remote

Ask the customer to press buttons on the remote until the LED flashes green.

It may take a few button presses for the remote to reconnect.

  • If the LED flashes green and voice control works, the issue is resolved.

  • If the LED flashes red only, go to Step 3.

Step 3: Pair remote via Bluetooth

Ask the customer to press the voice button (looks like a microphone) until the LED flashes red and green. Pairing will be confirmed on screen.

  • If voice control works, the issue is resolved.

  • If the remote won’t pair, go to Step 4.

Step 4: Check remote battery level

Ask the customer to check the remote battery level at Menu > Settings > Remote Control.

  • If the battery level is below 10% ask the customer to change the batteries.

  • If the remote still doesn’t work, go to Step 5.

Step 5: Update remote software

Ask the customer to update the remote software at Menu > Settings > Remote Control. If the remote still doesn’t work, go to Step 6.

Step 6: Reset and pair remote

Ask the customer to reset the remote at Menu > Settings > Remote Control. Then ask the customer to select Pair Remote. If the remote still doesn’t work, go to Step 7.

Step 7: Re-pair Bluetooth connection

Ask the customer to point the remote at the set-top box and hold both the Red and Left arrow buttons. Pairing will be confirmed on screen. If the remote still doesn’t work, go to Step 8.

Step 8: Power cycle

Ask the customer to power cycle the set-top box and pair the remote again. If the issue persists, escalate for replacement remote.