FiOS Help & Support
FiOS Media Manager Troubleshooting Guide
Troubleshooting
System Compatibility

Once Verizon Media Manager is installed on your PC, please ensure the application is running on your selected PC. It will appear in your taskbar at the bottom of your computer screen.

Then you need to check for the following dependencies to ensure your PC is detected on your TV so that media files will play on your TV.

Steps to ensure your Media can be seen from your FiOS TV

You must have the following system requirements for Media Manager:

  1. You should subscribe to both Verizon FiOS Internet (Data) and FiOS TV (Video Service) with the Home Media DVR.
  2. Operating System: Windows XP with SP1 or SP2 or Windows 32-bit Vista.
  3. Hard disk space: 100 MB or higher.
  4. RAM: 1 GB or higher.

    Note: For optimal Video viewing experience on your PC and the TV, 2 GB RAM is recommended.

  5. Windows Media Player 11.0 or above.

    Note: In order to play Windows DRM (Digital Rights Management) protected song, Windows Media Player 11.0 is required. For Windows Media Player download, please visit http://mediaplayer.11-now.com/

  6. Flash Media Player version 10 or above to play slideshows on the PC. For Flash Media Player download, please visit http://macromedia-flashplayer.com/index.asp?aff=103&camp=gg_macro_us&se=google
Check Your In-Home Network

Your home PCs and Set-Top Boxes should be connected to the same router or Verizon-supplied BHR (Broadband Home Router) in the in-home network. Your network can be wired or wireless.

At this time, Media Manager is only supported for FIOS TV and FiOS Internet subscribers. We do not support customers who have other Internet or Data Service Providers.

Recommendations:

  • To ensure optimum Media Manager performance, the recommendation is to have at least a 802.11b network.
  • Please secure your in-home network with a password.
  • Other devices in the home (microwaves and 900MHz cordless phones) can cause interference with your wireless network. This may halt communication between your PC and your TV. If this happens often we recommend using a wired connection.
Verify Personal Firewall Settings

If you have personal firewall software installed on your PC (e.g., McAfee, Symantec, or Zone Alarm) or are using the Verizon Internet Security package, you will need to add the Media Manager software to the firewall's Exceptions list to enable detection on the TV in your in-home network.

For directions, please refer to the Help section of your firewall software and type the following query "Adding software to the Exceptions list" or review the Firewall Setup in this document.

Media Manager uses the following ports for device discovery and media play:

  1. UDP Port 5050 - This port is used to discover devices (UDP).
  2. TCP Port 18000 and 18001 - These ports are used for media streaming and play (HTTP on TCP).
Disconnect PCs from Corporate VPNs (Virtual Private Networks)

Virtual Private Networks (VPNs) are highly secured by firewalls which can prevent detection of your PC on the TV interface. It is necessary that you sign out of your VPN before trying to access Media Manager on your TV.

If your VPN has installed an embedded firewall that does not get deactivated when exiting the VPN, you will have to make sure that:

  1. UDP Port 5050 is open - This port is used to discover devices.
  2. TCP Port 18000 and 18001 are open - These ports are used for media streaming.
Confirm your Audio Bit Rate for Music Playback

Media Manager does not support high bit rate audio files for playback on the TV. Please check your audio files to be sure that they do not exceed 192Kbps (kilobits per second).

The suggested audio bit rate is 128 Kbps (kilobits per second) to ensure the best quality of music playback.

If you still experience audio playback performance issues, discontinue the use of the Multi-Room DVR feature and try Verizon Media Manager again.

Supported Media Formats

Verizon Media Manager does not yet support all existing media formats because the codecs used to create the specific format is not supported. A codec encodes data for transmission, storage or encryption or decodes it for playback or editing. At this time, these are the supported formats:

Supported Photo Formats

JPG/JPEG, GIF, PNG and BMP

The default scan setting will only import photo files in the JPG format and that are greater than 10 KB. You can change these settings in Tools > Settings > Scanning.

Supported Music Formats

MP3, WAV, WMA and M4A

The default scan setting will not scan files in the WAV format and any shorter than 7 seconds.

You can change these settings in Tools > Settings > Scanning.

Supported Video Formats

AVI, WMV, FLV, 3GP/3G2, MPG (non-MPEG2 videos), MP4/M4V (non-H.264 videos)

The default scan setting will not scan files in the 3GP/3G2 format and any shorter than 3 seconds. You can change these settings in Tools > Settings > Scanning.

Important Note: Some supported video files may not be playable because the codec used to create the video is not supported. Supported video codecs in AVI/MP4 files: mjpg, m4s2, xvid, divx, wmv, mpg, flv1 vp6f, and mp42.

Accessibility

Before contacting the Customer Support for media streaming issues between the Media Manager desktop client application (either PC or laptop) and the Set Top Box (STB), please perform these basic tests in the following sequence:

Hardware Connection Check

To ensure that the STB and your PC/laptop are properly set up on the same home network (see Figure 1), examine each connection. This can either be a wired or wireless network.


Figure 1 - Network Connections

It is easiest to 'follow' each cable to ensure it is securely connected. At this time, it is also recommended that you disconnect then carefully and firmly reconnect each end to confirm that the connections are well established.

IP Address Comparison

If the Hardware Connection check does not resolve the issue, the second step is to compare the IP addresses of the PC/laptop and the STB to confirm they are on the same network.

  1. For the PC/laptop, click on the 'START' in the bottom left hand corner of the Desktop and then select 'Run' (see Figure 2).


    Figure 2 - Start Menu
  2. When the Run window appears (see Figure 3), type "cmd" and click on the OK button.


    Figure 3 - Run window
  3. When the new window appears, type "ipconfig" at the prompt and then press 'Enter' (see Figure 4). The PC/laptop IP address will be displayed.


    Figure 4 - PC/Laptop IP Address Window
  4. For the STB, press the 'Menu' button and then scroll down to 'Settings' and click to select. Within the 'Settings' menu, scroll down to the 'System Information' option and click on it. The display will look like Figure 5.

    Note: The STB IP address can also be obtained by logging into the router's home page at http://192.168.1.1.


    Figure 5 - STB System Information
  5. Compare the IP addresses of the PC/laptop and the STB. Both should begin with 192.168 indicating they are on the same network. If the PC/laptop and the STB IP addresses do not begin with 192.168, then it is likely that the home network has another router connected that is not Verizon supplied. Please check and remove that other wired or wireless router, ensure the cables are connected properly as described in the Hardware Connection section for the Verizon network, and then type "ipconfig" again at the cmd prompt to compare.

Communication Check between PC/Laptop and STB

If the cables appear to be connected properly and the IP addresses match, the next check is to make sure that the PC/laptop can successfully ping the STB.

To ping the STB from the PC/laptop, click on the 'START' in the bottom left hand corner of the Desktop and then select 'Run'. When the Run window appears, type "cmd" and click on the OK button. When the new window appears, type "ping " + the IP address of the STB and then press 'Enter'. If successful, you should see Figure 6.


Figure 6 - Successful 'Ping' Communication

If the attempt to "ping" the STB from the PC/laptop fails, Figure 7 will be seen.


Figure 7 - Failed 'Ping' Communication

If the "ping" fails despite having matching IP addresses, then consider any custom firewall that may be installed on the PC/laptop which could interfere with the communication.

See Firewall Guide at http://www36.verizon.com/widgets/fioslink/fiossupport/index.shtm

Also, try using a second PC/laptop to reach the first PC/laptop. After connecting the second PC/laptop to the same local network, follow the same process to identify and "ping" the first PC/laptop that is running Media Manager. If the "ping" fails, then the first PC/laptop likely has the problem.

Other Checks

Finally, try an alternate PC/laptop to interface with the STB. Connect the cables, ensure the proper Verizon Media Manager software is installed and access privileges are in place, and then make the attempt with this second PC/laptop.

If this is successful, then there is an issue unique to the first PC/laptop.

If this is also not successful, then work through the above steps with this second source.

If all of the above steps have failed to resolve the media streaming issues between the Verizon Media Manager desktop client application on your PC/laptop) and the STB, then please contact Customer Support.

Firewall Guide

Please review the Firewall Guide at http://www36.verizon.com/widgets/fioslink/fiossupport/index.shtm

Frequently Asked Questions

Please review the FAQS at:

http://www36.verizon.com/widgets/fioslink/fiossupport/index.shtm



If still experiencing issues, please navigate to Firewall Configuration.