XOC Campus Support V13 SG - California State University, East Bay

1y ago
32 Views
2 Downloads
2.54 MB
31 Pages
Last View : 5d ago
Last Download : 3m ago
Upload by : Maxine Vice
Transcription

XFINITY On CampusCampus Technical Support Guide1XFINITY On Campus: Campus Technical Support Guide

AGENDA XFINITY On CampusOverview Navigation Upgrades & Features Support and Escalation–Troubleshooting Steps–Support Portal https://support.xfinityoncampus.comNote: After today’s presentation, please refer to the above website as features anddevice requirements can change frequently.2XFINITY On Campus: Campus Technical Support Guide

XFINITY ON CAMPUS OVERVIEW3XFINITY On Campus: Campus Technical Support Guide

XFINITY ON CAMPUS: TV YOUR WAY4100 live streaming channels, XFINITY On Demand and premium channels anywhere on campus.Includes Popular Channels LikeAvailable Through SubscriptionXFINITY On Campus live streaming TV and XFINITY On Demandservices included in your on campus TV service at no additionalcost to students.4XFINITY On Campus: Campus Technical Support GuideSupport article: les/209945907

XFINITY ON CAMPUS ACCESS5University StudentsAvailable to all students registered as living onCampusOn CampusAvailable to students within campus boundariesSome free TV content is available off campus aslong as student is registered as an on-campusresidentCampus NetworkFor full access, students must be connected to thecampus network to use XFINITY On Campus. 3rdparty hotspots will only allow access for TV Go & TVEverywhere. VPN is not allowed as per contract.5XFINITY On Campus: Campus Technical Support Guide

NAVIGATION6XFINITY On Campus: Campus Technical Support Guide

LOGGING IN ON WEB, MOBILE OR ROKUStudents log in using their college/university credentials.Step 1Step 2Step 3Step 4WEB: Visitwww.xfinityoncampus.comType and select yourcollege or universityfrom the drop downlist.After choosing yourschool, you will be takento a school hostedauthentication page to login with your universitycredentials.Students will be directedto the XFINITY OnCampus Storefront aftersigning in.-ORMOBILE/ROKU: Downloadthe “XFINITY Stream” appfrom App or Channel StoreOn Mobile & Roku, click on:7XFINITY On Campus: Campus Technical Support GuideSupport article: ons/2048417087

XFINITY ON CAMPUS STOREFRONT2143586751. Home2. Account: Manage account settings, payment,order history and subscriptions3. Support: Support Help Center & FAQ’s4. Channels: View your channel line up and theavailable locations or apps to stream thecontent, including Stream app or TVE apps8XFINITY On Campus: Campus Technical Support Guide5.Watch Now: Watch Live TV or On DemandContent with the XFINITY Stream Player or App6.Upgrade: Purchase premium content onstudent’s personal credit card.7.Logout

WATCH NOW: XFINITY STREAM PORTALWatch Live TV, XFINITY On Demand content, or DVR Recordings from the Watch Now button in thestorefront.“For You” - a curated list of shows and movies that aresuggested according to previously watched or recordedcontent9“Live TV” – TV guide listings for live channels“On Demand” – Extensive library of TV Showsand movies available to watchXFINITY On Campus: Campus Technical Support GuideSupport article: ories/2028575889

ROKU FOR XFINITY ON CAMPUSThe XFINITY Stream Beta channel for Roku 10Interested students will purchase their ownRoku devices to access content on atraditional TV.Students will ONLY have access to stream ona Roku device if their Roku is connected tocampus network.The XFINITY Stream Beta Channel will onlyappear in the Roku channel store for eligibledevices. See System Requirements listed atthe end.Q: Why are you calling it a "Beta" channel?A: Although the channel currently is still in itsdevelopment stages, we're making itavailable to university customers to try it outand give us feedback. Beta releases will havelimitations and features are subject tochange in future builds.XFINITY On Campus: Campus Technical Support GuideSupport article: ons/11500158772810

UPGRADES AND FEATURES11XFINITY On Campus: Campus Technical Support Guide

XFINITY ON CAMPUS CHANNELS12 12XFINITY On Campus: Campus Technical Support GuideSearch by TitleSort by NetworkName, Channel #, orAccessReveals options forviewing content afterclicking “Watch Now”Shows channels with”Upgrade” option

PREMIUM CONTENT UPGRADES13The Upgrade button on the Storefront lets students purchase premium services like HBO,Starz and Digital Preferred content at a no-contract monthly fee to their credit cards.Students who purchasepremium content arenotified via email for thefollowing reasons: Order made Change in Paymentinstrument Subscription renewalfailure SubscriptionCancelation Subscription Credit CardExpiration warning Subscription AutoRenewal reminder13XFINITY On Campus: Campus Technical Support GuideSupport article: ories/202851307

TV GO14What is TV GO? TV Go channels allow students to log in to the XFINITY Stream Portal and choose a selectnumber of channels that are available for viewing while not connected to your campusnetwork.In the upper right corner,choose the Filter tab andthen select ”AvailableOut of Home" to see a listof all available livechannels for streamingoff network. You canrecognize TV GoChannels from regularLive TV by the lightergrey background.When available, movies orshows in On Demandwith TV Go versions willbe listed along side theOn Demand versions.14XFINITY On Campus: Campus Technical Support GuideSupport article: ons/204837687

TV EVERYWHERE 15TV Everywhere provides the freedom to watchwhen and where you want, on the mostconvenient device, while on or off campus.*You will only have access to TV Everywhereapps and content if you or your school alreadysubscribes to that provider's content.Customers will see an option to stream our appor on a network app or site on the channelspage www.xfinityoncampus.com/channelsLogging into TV Everywhere 15After navigating toa specificprogrammer's TVEverywhere site orapp, choose“XFINITY” as yourtelevision providerbefore selectingyour school &logging in usingyour universitycredentials.Many of these apps are available on streamingdevices such as Roku, Apple TV, GoogleChromecast, Amazon Fire TV, and XBOX.Support article: c/en-us/sections/204841728

DVR16Features Record up to twoprograms at once Up to 20 hours of DVRrecordings Ability to download DVRrecordings and OnDemand programs tomobile devices Watch DVR recordingsoutside campus network Schedule, change, andmanage recordings Watch in-progress DVRrecordings whileconnected to thecampus network16XFINITY On Campus: Campus Technical Support GuideSupport article: ons/204458327

LOCATION DEPENDANT FEATURES17On Campus(Connected tocampus network)Off Campus(NOT Connected tocampus network)Watch & Stream Live TV Watch On Demand Shows & Movies Watch Completed DVR Recordings Watch In-Progress DVR Recordings Schedule DVR Recordings Watch Downloaded DVR Recordings Watch TV GO Channels Watch TV Everywhere Content (Network Apps) Stream to Roku device FunctionalityRead moreRead moreRead more For full access, must be connected to the campus network – eitherwired or Wi-Fi 3rd party hot spots (e.g., Starbucks) will be considered ”off campus” VPN is not allowed as defined in your bulk services contract Stream on one device at a time Register up to forty devices17XFINITY On Campus: Campus Technical Support GuideSupport article: les/222789768

SUPPORT AND ESCALATION18XFINITY On Campus: Campus Technical Support Guide

STUDENT AND UNIVERSITY SUPPORTManaged by University Campus Housing Flag: On-campus resident getting off-campus error message Username/ Password issues/ Errors on log-in screen Local Network Outages Changes to IP Range/Geofence (submit new ranges to XOC Support) Communication to students: notification of changes to housing flag, new features, distribution of marketing materials BGP Configuration Contact: University Help Desk/ IT StaffXOC Troubleshooting Missing channels Premium content issues Comcast produced error messages Stream/Buffering issues DVR Issues Metro-E Outages Billing Support Contact: Student/Staff submits ticket through Support Portal OR xfinityoncampus support@comcast.com (IT Staff only)Self Help Troubleshooting Product features Navigation of portal Supported Devices “Tips to Fix Most Issues” : Basic Troubleshooting Service Status Notifications19XFINITY On Campus: Campus Technical Support Guide All Metro-E issues should beescalated to 1-800-741-4141.24/7 monitoring and support isavailable.19

TROUBLESHOOTING TIPS TO FIX MOST ISSUESIssueXFINITY On Campus app does not openproperlyProbable Cause Local Access Network is downTroubleshooting StepDetermine if issue is related to localnetwork issues and follow usual steps toresolveNot able to get to the Campus Login Page The Campus authentication server isdownCheck SAML authentication service andfollow Campus as usual process toresolveLogin User Id/PW was rejected or ForgotUserID/PWCheck if issue is related toauthentication/password/login issues Invalid UserID Password Expired Password Invalid UserAfter being authenticated by the Campus, I Incorrect SAML response beingget a campus housing errorreturnedEnsure campus housing flag is setcorrectly for student submitting errorI don’t see the channel listingRequest Student to verify/try thefollowing: Confirm student is on campus (withinthe IP Range) Retry Action Clear local browser cache Try a different browser Attempt the same action on anotherdevice Ensure User is not trying to stream onmore than one device at the sametimeI can’t play one, more or ALL of thechannelsI can’t play one, more or ALL of the XODassetsThe video is jerky, freezes, is low/poorpicture quality20 Network or Timeout Issue Player Issue Playback Issue Playback Issue Playback IssueXFINITY On Campus: Campus Technical Support GuideSupport article: ories/20285126720

BILLING SUPPORT ESCALATIONIssueProbable CauseCredit Card DeniedIncorrect Info EnteredUnable to make a purchasefrom the online storefrontUser is unable to update creditcard information from portalUser is unable to add newcredit card from portalUser is unable to updateaddress information fromportalCustomer is unable to cancelservices from online storefrontCustomer is unable toplayback purchased content2121Troubleshooting StepsFor Billing support issuesStorefront is down/Credit Card with the storefront, directServer is downcustomers to:Submit a ticket throughour support portalStorefront errorORCall our Support line1-877-978-3229(Open 8AM-12AM EST)Storefront error/entitlement errorSupport us/articles/222814207XFINITY On Campus: Campus Technical Support GuideSupport article: ories/202851307

COMMON ERROR MESSAGESError MessageCauseFEDX10001Student ID is notreturning a campushousing attributeError 120005Too many concurrentstreams.Error: “Attempting to Interruption in localResume”Internet ConnectionError License Issue ::3338 (1000942)Occurs when tryingto use AirPlay from amobile device - Notsupported“Available to watchon campus only”Connected to anunknown network/IPrange.22XFINITY On Campus: Campus Technical Support GuideSupport article: ons/20483776722

NAVIGATE TO HELP & SUPPORTFrom the XFINITY Stream web player Select Settings Icon , then Help. Select Help and Support to be redirected to http://support.xfinityoncampus.com.From the Storefront Select the ”Support” tab23XFINITY On Campus: Campus Technical Support Guide23

NAVIGATE TO HELP & SUPPORT24From the XFINITY Stream App Select the Menu icon, then scroll down to the bottom and select the Settings Icon . Select Help, then Help and Support. You will be asked to open your web browser and be redirected to http://support.xfinityoncampus.com.24XFINITY On Campus: Campus Technical Support Guide

XFINITY ON CAMPUS SUPPORT PORTALhttp://support.xfinityoncampus.com 25XFINITY On Campus: Campus Technical Support GuideSupport article: https://support.xfinityoncampus.com/Check for known outagesLearn about productfeaturesSearch for solution's tocommon problemsSubmit a support ticket25

XFINITY ON CAMPUS SUPPORT PORTAL VIDEO26XFINITY On Campus: Campus Technical Support GuideVideo: 374chl9c26

FAQS AND TICKETSXFINITY On Campus’ exclusive support and ticketing portal – support.xfinityoncampus.com 27Students & IT Staff can submit support questions directlyto Comcast’s XOC support team through the “Submit aRequest” or ”Contact Us” Link on the support page.This portal is exclusively for XOC tickets.Provide email address, description, School Username/ID,School, Device, and any picture attachments for fasterresolution.Students & IT Staffcan also use “Myrequests” to checkthe status &history of alltickets or addusers to be cc’d ontickets.XFINITY On Campus: Campus Technical Support Guide27

TICKET TRACKING VIA “MY REQUESTS” 28Students & IT Staff can track their tickets and sections they ”Follow” in the ”MyRequests” tab.Receive email notifications in your inbox of new articles added to Sections you“Follow”, including our ”Service Status & Current Outages” section to be informedof outages affecting XOCXFINITY On Campus: Campus Technical Support GuideSupport article: ons/20504188728

SYSTEM REQUIREMENTS – WEB29Streaming Rules A student may only stream on one device at a timeWINDOWS PCMAC OS Hardware– 3 GHz Intel Pentium 4, AMD Athlon 3400, or fasterprocessor– Intel Core Duo 1.83 GHz orfaster processor– 128 MB RAM– 256 MB RAM– Video card with 64 MB memory– Video card with 64 MB memory Supported Operating Systems – Windows 7Supported Web BrowsersSupported Web Browsers– Firefox 24 or later (latest version recommended)– Google Chrome 31 or later (latest version recommended)– Google Chrome 31 or later (latest version recommended)– Microsoft Edge (Windows 10 only)– Safari 6 or later (latest version recommended)– Internet Explorer 11 or later (latest version recommended)– Firefox 24 or later (latest version recommended) Supported Operating Systems– OS X 10.7 or later– Windows 8 or 10 (Desktop mode) HardwareBrowser Plug-ins and Settings– Adobe Flash Player (latest version required)– Note: The XFINITY On Campus web player will transitionto HTML5 in early 2018. Browser Plug-Ins and Settings– Adobe Flash Player (latest version required)– Note: The XFINITY On Campus web player willtransition to HTML5 in early 2018.– JavaScript enabled– Cookies enabled– JavaScript enabled– Cookies enabledNote: Please refer to link below for the latestinformation on system requirements29XFINITY On Campus: Campus Technical Support GuideSupport article: ons/204837607

SYSTEM REQUIREMENTS – MOBILE & ROKU30Streaming Rules A student may only stream on one device at a timeXFINITY Stream Mobile AppXFINITY Stream Beta Roku ChanneliOSRoku Roku TV (5XXX, 6XXX: Models within the 5000 and6000 range) Streaming Stick (3600) Express (3700, 3710) Express (3710) Premiere (4620) Premiere (4630) Ultra (4640) Roku 4 (4400) Roku 3 (4200, 4230) Roku 2 (4210) The XFINITY Stream app workswith iPhones, 4th generation orlater iPod Touches, and iPadsusing iOS 9 or higher.Android The XFINITY Stream app isavailable for Android devicesrunning version 4.1 and up.Kindle The XFINITY Stream app isavailable for Kindle devicesrunning Android version 4.1 andup.Chromebook The XFINITY Stream app isavailable for Chromebooks thatcan access the Google Play Store.Note: Please refer to link below for the latest information on system requirements30XFINITY On Campus: Campus Technical Support GuideSupport article: ons/204837607

campus network to use XFINITY On Campus. 3rd party hotspots will only allow access for TV Go & TV Everywhere. VPN is not allowed as per contract. 5 XFINITY On Campus: Campus Technical Support Guide On Campus Available to students within campus boundaries-Some free TV content is available off campus as long as student is registered as an on-campus

Related Documents:

Page 2 2014-03-27 TIA Portal V13 - Introduction TIA Portal V13 SP1 Egy fejleszt szoftver minden automatizálási feladatra WinCC V13 SP1 SIMATIC HMI Startdrive V13 SP1 SINAMICS STEP 7 V13 SP1 SIMATIC PLC Safety V13 SP1 Safety Totally Integrated Automation Portal One common engin

Totally Integrated Automation Portal TIA-Portal V13 mit x STEP 7 Professional V13 xWinCC Basic V13 Das Engineering Framework "Totally Integrated Automation Portal" (TIA Portal) der Siemens Division Industry Automation für Projektierung, Programmierung, Inbetriebnahme und Service de

Available to all students registered as living on campus. While On Campus Full service available to students within campus boundaries -some free TV content is available off campus as long as student is registered as an on-campus resident. Campus Network For full access, students must be connected to the campus network to use Xfinity On Campus.

Miami,FL 33132-2297 (305-237-3378) North Campus Office of the Campus President 11380 N.W.27th Avenue Miami,FL 33167-3495 Kendall Campus Office of the Campus President 11011 S.W.104 Street Miami,FL 33176-3393 Mitchell Wolfson New World Center Campus Office of the Campus President 300 N.E.Second Avenue Miami,FL 33132-2297 Medical Center Campus

Tulsa Technology Center Riverside Campus Northeast Technology Center Afton Campus Northeastern State University Tahlequah Campus Northeastern Oklahoma A&M College Miami Campus. Campus Pantry Process: Site Responsibilities. 1. Get administration on board with the project 2. Decide location for campus pantry

ETSI EN 301 908-18 V13.1.1 (2019-09) IMT cellular networks; Harmonised Standard for access to radio spectrum; Part 18: E-UTRA, UTRA and GSM/EDGE

ETSI EN 301 908-14 V13.1.1 (2019-09) IMT cellular networks; Harmonised Standard for access to radio spectrum; Par

Keep in mind that all trading involves a risk of loss, and this will always be the situation, regardless of whether we are discussing strategies that are intended to limit risk. Also MasterMind Traders’ personnel are not subject to trading restrictions. I and others at MasterMind Traders could have a position in a security or initiate a position in a security at any time. Print to PDF .