Troubleshooting, repair requests, and more
About
Check our Status page for latest updates regarding known service status and issues.
Penn Video Network services are designed to be available 24/7/365. However, sometimes issues occur. We recommend following some simple troubleshooting steps. Always try these troubleshooting steps first. We'll ask you to take these steps anyway if you contact us for help.
Troubleshooting steps vary by service, and some processes require integration with one of our third-party vendors. We ask for your patience when you do report an issue.ISC's Client Care Help Desk .
XOC
REQUIRES AUTHENTICATION
XFINITY on Campus
MOVIES
AUTOMATIC ACCESS
for everyone on PennNet
X14H
SET-TOP BOX
provided by Comcast
GENERAL HELP
EMAIL or TICKET
via ISC Client Care
SELF-HELP or REACH OUT?
Many issues can be resolved with a system or device reset, but for bigger troubles, don't hesitate to contact us.
ACCESS TROUBLESHOOTING
I Can't Access XFINITY on Campus XFINITY on Campus :FEDX100001 error (“We are unable to determine your campus residency status”) contact College House Technology , so we can work with them to resolve your authentication issue. They'll need your name and PennKey name for identification purposes. If you're not part of the College House system, contact your local ISP so they can work with us. Note that XFINITY on Campus is only available to students currently living in the College Houses, Sansom Place, and GreekNet OFSL Houses. after action by our staff to restore your full authentication privileges.I Can't Access PVN Movie Service PVN Movie Service streaming services are designed to work for anyone connected to PennNet, whether wired or WiFi. Some services require specific plug-ins or work better on particular browsers, but they are available to everyone. If you follow the links for one of the services and you see a third-party login screen or a restricted access notice, check your Internet connection. You may be on a non-PennNet service. If you can see that you are on a PennNet Internet service and you're still having access issues, contact us at video@isc.upenn.edu .
SERVICES TROUBLESHOOTING
XFINITY on Campus won't play XFINITY on Campus web portal on a different browser. You may need to authenticate again using your PennKey. You should also clear your browser cache.XFINITY on Campus Troubleshooting page for help with other common issues.A PVN Movie Service Movie Won't Play video@isc.upenn.edu . It's rare, but on occasion, files can become corrupted in the upload process.The X1 For Hospitality set-top box remote control stopped working (for administrative users) https://www.xfinity.com/support/articles/x1-remote-unpair . If neither of these steps help, contact ISC Client Care and specify that your X1 For Hospitality set-top box remote control has stopped working. Provide your name, your department, the building and room number where the X1 box in question is located.The X1 For Hospitality set-top box stopped working (for administrative users) ISC Client Care and specify that your X1 For Hospitality set-top box has stopped working. Provide your name, your department, the building and room number where the X1 box in question is located. ISC Client Care will create a tech ticket with our Comcast representatives for further troubleshooting.
