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We
want to thank you for your diligent efforts to upgrade to the newest
and most robust versions of i-Guide during 2007.
Today, all of your DCT2000 and above set tops should be
running i-Guide A24; and your DCT1000 (excluding all pre-Quod boxes)
and DCT1200 set tops should be running i-Guide 1000.
On May 7, 2008, Prevue Interactive will
de-support Tan Guide, Blue Guide and earlier versions of i-Guide.
This is a reminder that we no longer support Motorola DCT1000 pre-Quod set top boxes.
To help keep you informed about our de-support plans we answer your
most frequently asked questions below and outline actions we will be
taking on May 7, 2008.
If you have not completed your upgrade to i-Guide
A24 and/or i-Guide 1000, please visit our affiliate website www.prevue.com
to download important upgrade instructions and site survey forms.
If you already have deployed i-Guide at
any level, you will need to complete the “Short
Form”
paperwork to upgrade to i-Guide A24 and/or i-Guide 1000.
If you have not previously deployed i-Guide, you will need to
complete the detailed “Site
Survey Form”
to upgrade.
Your Prevue rep stands ready to answer any questions you may have.
Feel free to visit our affiliate website www.prevue.com
to download marketing support materials for i-Guide
A24 and/or i-Guide
1000.
Prevue
Affiliate Sales
John Wileczek
| 610-293-3082 |
john.wileczek@tvguide.com
Jeff Dancey
| 905-936-3448 | jeff.dancey@tvguide.com
Prevue Affiliate Website | www.prevue.com
Prevue
Customer Care | 1-800-872-5537
 Frequently Asked Questions Regarding Prevue’s De-Support
Plans
Q1.
What does de-support mean?
A1. The term “de-support” means that Prevue Interactive will
cease all development, support and customization efforts for certain
products. This
de-support will affect custom menus (including PPV, premium and
events), MSO custom logos, and advertising/help graphics,
troubleshooting and call center support.
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Q2.
When will Prevue Interactive de-support Tan Guide and Blue
Guide?
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A2.
Prevue Interactive will de-support Tan Guide and Blue Guide in
the early hours of
May 7, 2008 which will impact the items
listed below.
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·
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In
the early morning hours of 5/7/08 - all advertising and help
graphics will be removed.
This will affect NAS, NASRAC, DAC and QT+ sites.
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·
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At
this same time - customization and menu configurations will be
removed from Virtual Local Servers (VLS) and Local Servers.
This will affect NAS, NASRAC, DAC and
QT+ sites.
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·
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Tan
Guide and Blue Guide have already been removed from HITS.
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Q3. What is the consumer experience if Tan Guide or Blue Guide
is still running on a STB after de-support?
A3. The user will no longer see advertisements and most menu
configuration options will no longer be available.
When
Tan Guide and Blue Guide codes have been removed from DAC
and/or NASRAC, the consumer will continue to receive Tan Guide
or Blue Guide until the box resets.
Once the set top box resets, the consumer will no
longer have an IPG service but will remain able to channel
tune and control volume.
All Motorola set top boxes (excluding pre-Quod boxes) can receive
i-Guide A24 and/or i-Guide
1000.
If you have not been authorized for i-Guide A24 or i-Guide
1000 you will need to complete the necessary forms to receive
the code. This is a reminder that we no longer support
DCT1000 pre-Quod set tops.
Contact your
Prevue representative to request these code versions.
Q4.
When will Prevue Interactive begin de-support of earlier
versions of i-Guide?
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A4.
Prevue Interactive will de-support earlier versions of i-Guide
in the early hours of
May 7, 2008 which will impact the
items listed below. Please
verify that all of your set top boxes have upgraded to i-Guide
A24 and/or i-Guide 1000.
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·
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Ads
will continue to run on earlier versions of i-Guide.
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·
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Customization
and menu configurations will be removed from Virtual Local
Servers (VLS) and Local Servers.
This will affect NAS, NASRAC, DAC and QT+ sites.
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·
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Earlier
versions of i-Guide have already been removed from HITS.
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·
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All
national customization and configurations will be removed from
the Satellite G4R HITS Pod7 Transponder 22 or PanAm Sat G15R
Transponder 6.
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Q5.
What is the consumer experience if earlier versions of i-Guide are
still running on a STB after de-support?
A5. The specific user experience may vary based on customized
settings for i-Guide. Users
may lose some Quick Menu action icons and/or Main Menu buttons such
as On Demand, DVR and HD; and MSO custom logos.
Advertising banners will continue to display.
Q6. What i-Guide code versions should I be running
now?
A6.
Please refer to the matrix below for the specific i-Guide code
versions that you should be running now.
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Prevue Interactive
Releases
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Set Top Boxes
Supported
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Prevue Interactive
Code Versions
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i-Guide
A24
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DCT2000
and above
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74.04 / 74.24 / 74.54
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i-Guide
1000
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DCT1000*
and 1200
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72.63
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Q7.
How can I determine that I have the appropriate version of i-Guide?
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A7.
You can determine the Prevue Interactive code version that is
running on a specific set top box type in a specific market by
following these steps:
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1.
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Go
to the "Main Menu"
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2.
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Select
"Setup"
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3.
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Select
"Cable Box Setup"
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4.
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Arrow
down to "Configuration" and enter Select/OK
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5.
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Find
the “S/W Ver:” on the Review Configuration screen to
determine the Prevue Interactive software version running on
that specific set top box type.
The MCA value also can be found on this same screen –
Example, MCA: 0-12, 1-8192, 2-16442, 3-23868
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Please be sure to check all set top box types to
ensure that all types have been upgraded.
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DAC
managers can follow these steps to determine which Prevue code
version(s) are running on a DAC6000.
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1.
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From
the main menu of the DAC6000
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2.
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Click
“Manage Reports”
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3.
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Click
"Define Reports”
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4.
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Click
"Select”
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5.
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Click
"Code Download Status"
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6.
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Click
"Display New”
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Q8. Regarding HITS, I followed the procedures
outlined for the upgrade but I still have some set tops
running Tan Guide or older versions of i-Guide.
What action should I take?
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A8.
Please contact HITS to confirm that your BSIDs have been
changed for all set top boxes.
While you may have completed your Prevue site survey
and requested the code upgrade, your upgrade cannot be
completed unless you have taken the final step associated with
the BSID change.
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a. Contact HITS Support to add i-Guide objects to
the channel map
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b. Upgrade each home to i-Guide A24 and i-Guide
1000 (if applicable) by adding BSID 655, and then remove BSID
250 and 109
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c.
Contact HITS Support to
schedule a Channel Map upgrade to Platform 7.94
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Q9. Which Tan Guide and Blue Guide versions are affected by
this de-support plan?
A9.
All of the following versions of Tan Guide and Blue Guide code are
affected.
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Pervue Interactive
Releases
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Set Top Boxes
Supported
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Prevue Interactive
Code Versions
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Tan
Guide Release 15
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DCT1000
thru DCT2000
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15.22
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Tan
Guide A12
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DCT2000
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17.29
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Tan
Guide A17
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DCT2000
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17.44
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Tan
Guide A17 (L1)
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DCT2500
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60.00
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Tan
Guide A17 (L1)
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DCT2500
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60.01
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Tan
Guide A17 (K4)
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DCT51/6200
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51.22 (monolith 12.26)
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Tan
Guide A17 (K4)
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DCT51/6200
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51.42 (monolith 12.26)
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Tan
Guide J2
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DCT2000
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25.61
Latin America
only
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Tan
Guide A17.1
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DCT2000
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17.67
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Tan
Guide A17.1
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DCT2500
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60.21
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Tan
Guide A17.1
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DCT51/6200
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51.88
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Blue
Guide A21
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DCT6208
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21.03 (monolith 24.24)
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Q10. Which i-Guide versions are affected by this de-support
plan?
A10.
All of the following earlier versions of i-Guide code are
affected. These earlier
code versions are no longer available.
All upgrades will use i-Guide A24.0-4 and beyond.
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Prevue Interactive
Releases
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Set Top Boxes
Supported
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Prevue Interactive
Code Versions
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i-Guide A22
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DCT2000
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70.00 - 70.12
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i-Guide A22
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DCT2500
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70.20 - 70.32
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i-Guide A22
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ASTB and DCT6208
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70.40 - 70.52
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i-Guide A22.1
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DCT2000
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72.00 - 72.06
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i-Guide A22.1
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DCT2500
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72.20 - 72.26
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i-Guide A22.1
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ASTB+6208
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72.40 - 72.46
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i-Guide A23
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DCT6412
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71.44
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i-Guide A23.1
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DCT2000
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73.00
- 73.10
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i-Guide A23.1
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DCT2500
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73.20
- 73.30
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i-Guide A23.1
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ASTB+DVR
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73.40
- 73.50
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