System and method for troubleshooting a set top box

Abstract

A method and system for troubleshooting a media processor is disclosed and can include receiving a trouble ticket from a media processor and initiating a self-test at the media processor. The method and system can include receiving test results from the media processor and analyzing the test results to isolate a problem.

What is claimed is: 
     
         1 . A method comprising:
 receiving, by a processing system including a processor, a trouble ticket, wherein the trouble ticket indicates a malfunction of a media processor;   transmitting, by the processing system, a first self-test command to the media processor;   obtaining, by the processing system, first test results from the media processor, wherein the media processor implements a first self-test according to the first self-test command, and wherein the media processor generates the first test results in response to implementing the first self-test;   identifying, by the processing system, the malfunction in response to analyzing, by the processing system, the first test results, wherein analysis of the first test results includes determining that a test has failed resulting in a failed test, and wherein the failed test indicates the malfunction; and   repairing, by the processing system, the malfunction.   
     
     
         2 . The method of  claim 1 , comprising:
 transmitting, by the processing system, a second self-test command to the media processor; and   receiving, by the processing system, second test results, wherein the second test results indicates passing of the test.   
     
     
         3 . The method of  claim 1 , comprising indicating, by the processing system, to a user that the malfunction has been isolated. 
     
     
         4 . The method of  claim 1 , comprising indicating, by the processing system, to a user that the malfunction has been repaired. 
     
     
         5 . The method of  claim 1 , wherein the first test results are displayed by the media processor. 
     
     
         6 . The method of  claim 1 , wherein transmitting the first self-test command comprises transmitting, by the processing system, the first self-test command via an out of band interface. 
     
     
         7 . The method of  claim 1 , wherein the first self-test includes one of Internet Protocol (IP) layer connectivity test, a physical layer connectivity test, a network service function test, a media processor service function test, and a video stream receiving and decoding test. 
     
     
         8 . A machine-readable storage medium comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:
 receiving a trouble ticket, wherein the trouble ticket indicates a malfunction of a media processor;   transmitting a first self-test command to the media processor;   obtaining first test results from the media processor, wherein the first test results are displayed by the media processor;   identifying the malfunction in response to analyzing, by the processing system, the first test results, wherein analysis of the first test results includes determining that a test has failed resulting in a failed test, and wherein the failed test indicates the malfunction; and   repairing the malfunction.   
     
     
         9 . The machine-readable storage medium of  claim 8 , wherein the media processor implements a first self-test according to the first self-test command, and wherein the media processor generates the first test results in response to implementing the first self-test. 
     
     
         10 . The machine-readable storage medium of  claim 8 , wherein the operations further comprise:
 transmitting a second self-test command to the media processor; and   receiving second test results, wherein the second test results indicates passing of the test.   
     
     
         11 . The machine-readable storage medium of  claim 8 , wherein the operations further comprise indicating to a user that the malfunction has been isolated. 
     
     
         12 . The machine-readable storage medium of  claim 8 , indicating to a user that the malfunction has been repaired. 
     
     
         13 . The machine-readable storage medium of  claim 8 , wherein the first test results are displayed by the media processor. 
     
     
         14 . The machine-readable storage medium of  claim 8 , wherein transmitting the first self-test command comprises transmitting the first self-test command via an out of band interface. 
     
     
         15 . A device, comprising:
 a processing system including a processor;   a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, comprising:
 receiving a trouble ticket, wherein the trouble ticket indicates a malfunction of a media processor; 
 transmitting a first self-test command to the media processor; 
 obtaining first test results from the media processor; 
 identifying the malfunction in response to analyzing, by the processing system, the first test results, wherein analysis of the first test results includes determining a test has failed resulting in a failed test, and wherein the failed test indicates the malfunction; 
 repairing the malfunction; and 
 indicating to a user that the malfunction has been repaired. 
   
     
     
         16 . The device of  claim 15 , wherein the media processor implements a first self-test according to the first self-test command, and wherein the media processor generates the first test results in response to implementing the first self-test. 
     
     
         17 . The device of  claim 15 , wherein the operations comprise:
 transmitting a second self-test command to the media processor; and   receiving second test results, wherein the second test results indicates passing of the test.   
     
     
         18 . The device of  claim 15 , wherein the operations comprise indicating to the user that the malfunction has been isolated. 
     
     
         19 . The device of  claim 15 , wherein the first test results are displayed by the media processor. 
     
     
         20 . The device of  claim 15 , wherein transmitting the first self-test command comprises transmitting the first self-test command via an out of band interface.