Program structure
127 nodesClick any row to edit. Drag rows to reorder or move. Expand and collapse branches like inventory and inspection checklists.
Edit node
No selectionTitle & type
Learner content
Same structure as inspection checklist reference media: body copy plus photos, videos, PDFs, and YouTube links on this step.
Reference photos & videos
Upload reference files learners view while running this step — multiple photos, videos, or PDFs, same as inventory and inspection.
Deep link
Optional button that sends learners to another Workflow page (e.g. /maintenance).
Technical details (admin)
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"name": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks",
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"body": "House tech troubleshooting should be simple, safe, and controlled.\n\nField staff should not make unauthorized account changes, factory reset devices, delete users, change WiFi names/passwords, reprogram locks, or alter owner/guest access unless specifically authorized.\n\nThe goal is to:\n1. Confirm the problem.\n2. Try simple safe checks.\n3. Restore normal guest use if possible.\n4. Document clearly.\n5. Escalate before making risky changes.\n\nFor smart locks, guest access, WiFi credentials, owner accounts, and security settings, always follow company policy and property notes.",
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"body": "Vacation rental staff are often the first people to hear about house tech issues.\n\nCommon issues include:\n- Guest cannot connect to WiFi.\n- TV is on the wrong input.\n- Roku remote is missing or not paired.\n- Streaming device is unplugged.\n- Router needs a reboot.\n- Smart lock battery is low.\n- Guest code does not work.\n- Lock is offline.\n- Door is not closing correctly.\n- Owner account or app access is unclear.\n\nThe field team\u0027s role is to triage safely:\n1. Confirm the problem.\n2. Check simple visible items.\n3. Try approved basic resets.\n4. Do not make unauthorized account/security changes.\n5. Document what was checked.\n6. Escalate when needed.",
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"body": "Do not do these unless authorized:\n- Factory reset a router.\n- Factory reset a smart lock.\n- Delete lock users or access codes.\n- Change WiFi name or password.\n- Change owner account email.\n- Pair devices to your personal account unless approved.\n- Share private owner/admin credentials.\n- Give a guest a master/admin code.\n- Remove security settings.\n- Subscribe to paid TV services.\n- Buy apps or services on a guest/owner account.",
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"prompt": "Which actions should not be done unless authorized?",
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"name": "The Universal House Tech Triage Method",
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"body": "Most house tech problems follow the same first-stage process. Staff should learn this process once, then use the reference library for device-specific instructions.\n\nUniversal triage method:\n\n1. Confirm the guest issue.\nAsk: What exactly is not working? What screen/message/code/error are they seeing?\n\n2. Identify the device.\nTV, Roku, Fire TV Stick, router, smart lock, Ring doorbell, Blink camera, Arlo camera, thermostat, soundbar, garage opener, etc.\n\n3. Check property notes.\nLook for model, app owner, WiFi name, HDMI input, lock brand, battery type, router location, backup access, and special warnings.\n\n4. Check safe visible basics.\nPower, correct remote, correct input, loose cable, visible damage, low/dead batteries, WiFi status, door alignment, device physically present.\n\n5. Do not make risky changes.\nNo factory resets, account changes, subscription purchases, lock code deletion, camera repositioning, owner credential sharing, or master code sharing unless authorized.\n\n6. Use the reference library.\nOpen the exact device/problem guide and follow the brand-specific instructions.\n\n7. Document clearly.\nCapture photos/screenshots, what you checked, what changed, and whether guest use is affected.\n\n8. Escalate when needed.\nEscalate fast for lock access, WiFi outage, promised amenity failure, security cameras, privacy concerns, or account/admin issues.",
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"body": "Training teaches the method.\n\nReference teaches the device.\n\nDo not try to memorize every Roku, Fire TV, Schlage, Kwikset, Ring, Blink, or Arlo process. Instead, learn how to triage safely and then open the correct reference article or video.\n\nExamples:\n- Training teaches: do not factory reset without approval.\n- Reference teaches: how to pair a Fire TV remote using Amazon\u0027s current support process.\n- Training teaches: cameras are security/privacy devices.\n- Reference teaches: Ring offline-device troubleshooting and reconnect steps.\n- Training teaches: wrong TV input often causes \"No Signal.\"\n- Reference teaches: Fire TV no-signal path versus Roku no-signal path.",
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"acknowledgment_label": "I understand that general triage belongs in the training course, while device-specific fixes belong in the reference library.",
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"explanation": "The reference library should provide device-specific steps and links.",
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"label": "Open the exact device/problem reference guide."
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"label": "Factory reset the device."
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"prompt": "What should staff do after basic safe checks if the issue is device-specific?",
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"body": "When WiFi is not working, start with simple checks.\n\nBasic checks:\n1. Confirm the correct WiFi network name.\n2. Confirm the password from property notes.\n3. Check whether other devices connect.\n4. Check router/modem power.\n5. Check whether cables are loose.\n6. Check whether the internet provider modem is online.\n7. Check whether the router has warning lights.\n8. Restart the modem/router only if approved.\n9. Wait long enough for the network to return.\n10. Document what was checked.\n\nFor Roku devices, Roku\u0027s official support says WiFi setup is normally:\nHome \u003e Settings \u003e Network \u003e Set up connection \u003e Wired or Wireless \u003e choose network \u003e enter password.",
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"body": "If approved to restart network equipment:\n\n1. Unplug modem and router.\n2. Wait about 15 seconds.\n3. Plug in the modem first.\n4. Wait for modem lights to stabilize.\n5. Plug in router.\n6. Wait for WiFi to return.\n7. Test with a phone or property device.\n8. Document result.\n\nDo not press reset buttons unless specifically authorized. Reset buttons can erase configuration.",
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"body": "A very common remote-control problem is simple but easy to miss.\n\nGuests often drop a remote on the floor. The battery cover comes off, the batteries spring out, and the guest puts the batteries back the wrong way round or leaves one battery slightly loose.\n\nThis can make the remote appear completely dead even when the batteries are good.\n\nWhen supporting a guest by phone, ask them to check:\n\n1. Is the battery cover missing or loose?\n2. Did the remote recently fall or get dropped?\n3. Are both batteries installed?\n4. Are the batteries facing the correct direction?\n5. Does the flat end of each battery touch the spring?\n6. Are the + and - symbols aligned with the markings inside the remote?\n7. Are the batteries seated firmly?\n8. Is there corrosion or liquid damage inside the battery compartment?\n9. Does the remote light up after reinstalling the batteries?\n10. If available, try a fresh matching pair of batteries.\n\nUseful phone phrase:\n\"Could you open the battery cover and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\nImportant:\nDo not assume \"the batteries are in\" means they are in correctly.",
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"body": "Do not:\n- Share owner/admin login.\n- Share master codes.\n- Delete all codes.\n- Factory reset without approval.\n- Add your personal account unless authorized.\n- Leave physical keys unsecured.\n- Leave the property unlocked.\n- Tell guests how to bypass security.\n- Change lock ownership without approval.",
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"body": "Escalate immediately when:\n- Guest cannot access the property.\n- Smart lock is not accepting a valid code.\n- Lock battery is dead and guest is waiting.\n- WiFi is down and guest needs it urgently.\n- TV/streaming issue affects promised amenity.\n- Owner account credentials are required.\n- Device requires factory reset.\n- Paid subscription or app account is involved.\n- Guest is upset.\n- Security may be compromised.\n- You cannot confirm the issue safely.",
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"body": "A useful tech report includes:\n- Property name/address.\n- Device type and brand/model if known.\n- What the guest reported.\n- What you observed.\n- Photos/video if useful.\n- What steps you tried.\n- Result of each step.\n- Whether guest access/amenity is affected.\n- Urgency.\n- Whether specialist/vendor follow-up is needed.\n\nBad report:\n\"TV broken.\"\n\nGood report:\n\"Living room Roku TV shows No Signal. HDMI cable connected to HDMI 2. Roku stick has power light. Replaced remote batteries. TV works on HDMI 2 after input changed. No further action needed.\"",
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"body": "Ring doorbells, Ring cameras, Blink cameras, Arlo cameras, and other WiFi cameras should be treated as security devices.\n\nField staff may check simple visible issues:\n- Device has power or charged battery.\n- WiFi/router is working.\n- Device is physically present and not damaged.\n- Camera lens is not blocked.\n- Doorbell is mounted securely.\n- App shows offline if staff has authorized app access.\n- Chime or doorbell function can be tested if approved.\n\nDo not:\n- Factory reset cameras or doorbells without approval.\n- Delete devices from owner accounts.\n- Change owner account email or password.\n- Share owner credentials.\n- Disable recording or privacy/security settings.\n- Reconnect to a different WiFi network unless authorized.\n- Remove a doorbell/camera unless instructed.\n\nEscalate quickly if a guest access, security, owner privacy, or promised amenity issue is involved.",
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"body": "Document and escalate using your company workflow:\n- Property and device (brand/model if known).\n- What the guest reported and what you checked.\n- Photos of screens, devices, or error messages if useful.\n- Guest impact and urgency.\n- Whether manager/owner authorization is needed.\n\nUse the maintenance or guest-issue form \u2014 do not rely on verbal handoffs alone.",
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"body": "House Tech Troubleshooting Quick Reference (problem-first)\n\n1. TV says No Signal\n- Try Input/Source on the TV remote.\n- Match HDMI port to Roku, Fire TV Stick, or cable box.\n- Confirm streaming device power and HDMI connection.\n- Reseat HDMI cable if safe and accessible.\n- Photo: TV screen + HDMI device.\n- Escalate if unresolved after correct input and power checks.\n\n2. Roku not working\n- Home \u003e Settings \u003e Network \u003e Set up connection \u003e Check connection.\n- Check remote batteries and pairing (IR vs pairing remote).\n- If remote was dropped: check battery cover, direction (+ / -), and firm seating against spring.\n- Use Roku mobile app only if approved and on property WiFi.\n- Do not change owner account or buy subscriptions.\n- Escalate account/subscription or whole-property WiFi issues.\n\nREMOTE STOPPED WORKING AFTER BEING DROPPED:\n- Ask if the remote was dropped and if the battery cover came off.\n- Ask guest to remove both batteries and reinstall matching + / - markings inside the remote.\n- Flat battery end usually touches the spring; batteries must be seated firmly.\n- Try fresh matching batteries if available.\n- Only then move to remote pairing or replacement.\n- Escalate if contacts are corroded, remote is cracked, or remote still does not respond.\nPhone phrase: \"Could you open the back of the remote and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\n3. Fire TV Stick not working\n- Check TV HDMI input and Fire Stick power adapter.\n- Restart Fire Stick if approved (unplug 30\u201360 seconds).\n- Pair/reset remote using Amazon official support steps.\n- Do not buy subscriptions, deregister, or factory reset.\n- Escalate app login/subscription issues immediately.\n\n4. WiFi down (whole property)\n- Test multiple devices; confirm WiFi name/password from property notes.\n- Check router/modem power and service lights.\n- Restart modem then router only if approved (never factory reset).\n- Photo router/modem lights and cables.\n- Escalate if ISP/service light out or restart fails.\n\n5. Weak WiFi in remote room/pool area\n- Confirm WiFi works near router.\n- Check mesh/extender power and lights.\n- Report location-specific weakness for network upgrade.\n\n6. Smart lock code not working (Schlage / Kwikset / Yale)\n- Confirm property, guest, code, and active time window.\n- Check keypad wake, door alignment, and battery status.\n- Use approved backup access for lockouts.\n- Never share master/admin code or factory reset without approval.\n- Escalate lockouts immediately.\n\n7. Ring / Blink / Arlo camera offline\n- Check property WiFi/router first.\n- Check device power/battery and Sync Module/base station if applicable.\n- Follow official manufacturer offline guide.\n- Do not reset, delete, move, or change account settings without approval.\n- Escalate privacy/security guest concerns immediately.\n\n8. Good tech report (always include)\n- Device brand/model.\n- Exact problem and error message/photo.\n- Steps tried.\n- Guest impact and urgency.\n- Recommended next action.",
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"acknowledgment_label": "I understand that clear reporting helps solve tech issues faster and avoids repeat visits.",
"body": ""
},
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"name": "I understand that clear reporting helps solve tech issues faster and avoids repe",
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"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Guest access, WiFi, account, and security issues need escalation.",
"options": [
{
"id": "a",
"label": "Guest cannot access property"
},
{
"id": "b",
"label": "Lock code does not work"
},
{
"id": "c",
"label": "WiFi is down"
},
{
"id": "d",
"label": "Factory reset may be needed"
},
{
"id": "e",
"label": "Paid subscription/account issue"
},
{
"id": "f",
"label": "TV remote was found working"
}
],
"points": 2,
"prompt": "Which tech issues should be escalated quickly?",
"question_type": "multiple_select"
},
"id": "18bc39d1-5393-4ae9-9a3b-3ea7f2715be5",
"instructions": null,
"name": "Escalation triggers",
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"sort_order": 100,
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"correct_answers": [
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"b",
"c",
"d",
"e"
],
"explanation": "Good reports allow PMs or vendors to act quickly.",
"options": [
{
"id": "a",
"label": "Device type/brand"
},
{
"id": "b",
"label": "What was reported"
},
{
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"label": "What was checked"
},
{
"id": "d",
"label": "Results of each step"
},
{
"id": "e",
"label": "Urgency"
},
{
"id": "f",
"label": "\"Broken\" only"
}
],
"points": 2,
"prompt": "What should a good tech report include?",
"question_type": "multiple_select"
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"name": "Good tech report",
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"sort_order": 101,
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"name": "House Tech Troubleshooting Final Assessment",
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"estimated_minutes": 6,
"pass_threshold_percent": 80,
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"body": "This final assessment draws 8 random questions from a bank of 18. You need 80% to pass. Long-form scenario answers are marked for manager review. Open the reference library anytime from the program overview if you need quick steps during review.",
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"correct_answer": "a",
"explanation": "Confirm, safely check, document, and escalate.",
"options": [
{
"id": "a",
"label": "Safe triage, documentation, and escalation"
},
{
"id": "b",
"label": "Factory reset all devices"
},
{
"id": "c",
"label": "Change owner accounts"
},
{
"id": "d",
"label": "Share admin passwords"
}
],
"points": 1,
"prompt": "What is the field team\u0027s main role in house tech troubleshooting?",
"question_type": "multiple_choice"
},
"id": "be11feaf-082a-4350-a409-401bb2c132ff",
"instructions": null,
"name": "Final: field team role",
"node_type": "question",
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"sort_order": 100,
"source_node_id": null,
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"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Account and security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset router"
},
{
"id": "b",
"label": "Factory reset smart lock"
},
{
"id": "c",
"label": "Change WiFi password"
},
{
"id": "d",
"label": "Delete access codes"
},
{
"id": "e",
"label": "Check if the TV is on the wrong input"
}
],
"points": 2,
"prompt": "Which actions should not be done unless authorized?",
"question_type": "multiple_select"
},
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"instructions": null,
"name": "Final: unauthorized actions",
"node_type": "question",
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"sort_order": 101,
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"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Start with visible, safe checks.",
"options": [
{
"id": "a",
"label": "Confirm WiFi name/password"
},
{
"id": "b",
"label": "Check router/modem power"
},
{
"id": "c",
"label": "Check loose cables"
},
{
"id": "d",
"label": "Check whether other devices connect"
},
{
"id": "e",
"label": "Press factory reset button"
}
],
"points": 2,
"prompt": "Which are safe first checks for WiFi issues?",
"question_type": "multiple_select"
},
"id": "c8c97246-5b98-4323-83da-8eea7d372f42",
"instructions": null,
"name": "Final: WiFi checks",
"node_type": "question",
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"sort_order": 102,
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"correct_answer": "a",
"explanation": "Wrong input or HDMI device issues are common.",
"options": [
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"label": "Wrong input/source or disconnected HDMI device"
},
{
"id": "b",
"label": "Dirty towel"
},
{
"id": "c",
"label": "Empty soap dispenser"
},
{
"id": "d",
"label": "Low pool water"
}
],
"points": 1,
"prompt": "A TV says \"No Signal.\" What is a likely issue?",
"question_type": "multiple_choice"
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"name": "Final: no signal",
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"sort_order": 103,
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"explanation": "Roku issues are often power, input, remote, network, or account related.",
"options": [
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"label": "Wrong input"
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},
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}
],
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"prompt": "Which are common Roku issue causes?",
"question_type": "multiple_select"
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"correct_answer": "a",
"explanation": "Locks control guest access.",
"options": [
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"label": "They control property access and security"
},
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"label": "They are decorative only"
},
{
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"label": "They never affect guests"
},
{
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"label": "They do not need batteries"
}
],
"points": 1,
"prompt": "Why must smart locks be handled carefully?",
"question_type": "multiple_choice"
},
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"name": "Final: lock security",
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],
"explanation": "Security changes need authorization.",
"options": [
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"label": "Share master code"
},
{
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"label": "Factory reset"
},
{
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"label": "Delete access codes"
},
{
"id": "d",
"label": "Add personal account"
},
{
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"label": "Confirm the door is closed"
}
],
"points": 2,
"prompt": "Which smart lock actions should require authorization?",
"question_type": "multiple_select"
},
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"options": [
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"label": "Device type/brand"
},
{
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"label": "Problem observed"
},
{
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"label": "Steps tried"
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{
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"label": "Result of each step"
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"label": "Guest impact/urgency"
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],
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"prompt": "What should be included in a useful tech report?",
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"correct_answer": "a",
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"options": [
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},
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}
],
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"prompt": "A guest cannot get into the property because the smart lock code does not work. What should staff do?",
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"explanation": "Restore power safely and document.",
"options": [
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},
{
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"label": "Factory reset it"
},
{
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"label": "Throw it away"
},
{
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"label": "Change the WiFi name"
}
],
"points": 1,
"prompt": "A cleaner finds the router unplugged. What is the best first action?",
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"prompt": "Scenario: Guest says WiFi is not working. Write the safe first checks you would perform before escalating.",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention checking property notes, WiFi name/password, power, cables, router/modem lights, other devices, approved restart, testing, documenting, and escalating if unresolved."
},
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"name": "Final: WiFi scenario",
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"sort_order": 110,
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"points": 3,
"prompt": "Scenario: Guest says the Roku does not work and the TV says No Signal. What would you check?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention TV power, remote batteries, input/source, HDMI cable, Roku power, WiFi connection, Roku remote/app if approved, and reporting if unresolved."
},
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"points": 3,
"prompt": "Scenario: A lock code does not work for a guest arriving now. What should you avoid doing and what should you report?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention not sharing master/admin codes, not factory resetting, not deleting codes, confirming guest/property/code/time window, checking door/battery/keypad, escalating immediately, and documenting guest access impact."
},
"id": "55864036-82f6-408a-ac43-987ad9609dec",
"instructions": null,
"name": "Final: lock scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock scenario",
"sort_order": 112,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "Safe triage and authorization rules are central to this course.",
"options": [
{
"id": "a",
"label": "Simple safe checks first, risky account/security changes only with authorization"
},
{
"id": "b",
"label": "Always factory reset first"
},
{
"id": "c",
"label": "Never document tech issues"
},
{
"id": "d",
"label": "Share all admin credentials with guests"
}
],
"points": 1,
"prompt": "Which statement best reflects this course?",
"question_type": "multiple_choice"
},
"id": "7d63799e-7701-4472-84ac-da4d633be439",
"instructions": null,
"name": "Final: course summary",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: course summary",
"sort_order": 113,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Streaming device problems are often power, input, HDMI, remote, or WiFi related.",
"options": [
{
"id": "a",
"label": "Correct TV input/source"
},
{
"id": "b",
"label": "Streaming device power"
},
{
"id": "c",
"label": "Remote batteries"
},
{
"id": "d",
"label": "WiFi connection"
},
{
"id": "e",
"label": "HDMI connection"
},
{
"id": "f",
"label": "Buying a new subscription immediately"
}
],
"points": 2,
"prompt": "Amazon Fire TV Stick and Roku problems often start with which basic checks?",
"question_type": "multiple_select"
},
"id": "6be395f5-4ee0-41b9-91b1-6a99cc9308bc",
"instructions": null,
"name": "Final: streaming device checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: streaming device checks",
"sort_order": 114,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Cameras and doorbells are security devices and account/security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset device"
},
{
"id": "b",
"label": "Delete device from owner account"
},
{
"id": "c",
"label": "Change owner account credentials"
},
{
"id": "d",
"label": "Disable recording/security settings"
},
{
"id": "e",
"label": "Check whether the camera is physically present and powered"
}
],
"points": 2,
"prompt": "Which actions should field staff avoid with Ring, Blink, Arlo, or other security cameras unless authorized?",
"question_type": "multiple_select"
},
"id": "89f95fb1-c0d1-4f27-a546-b811c9138f76",
"instructions": null,
"name": "Final: camera security restrictions",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: camera security restrictions",
"sort_order": 115,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "No Signal usually points to input/source, power, or HDMI before deeper troubleshooting.",
"options": [
{
"id": "a",
"label": "Check TV input/source and Fire TV Stick power/HDMI connection"
},
{
"id": "b",
"label": "Factory reset the Fire TV Stick"
},
{
"id": "c",
"label": "Buy a paid app subscription"
},
{
"id": "d",
"label": "Change the WiFi password"
}
],
"points": 1,
"prompt": "A guest says the Fire TV Stick is not working and the TV says No Signal. What is the best first check?",
"question_type": "multiple_choice"
},
"id": "7fd1c2c4-d20a-4ec4-8187-cc14bb32744d",
"instructions": null,
"name": "Final: Fire TV no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Fire TV no signal",
"sort_order": 116,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "A dropped remote often has loose or incorrectly installed batteries. This should be checked first.",
"options": [
{
"id": "a",
"label": "Battery direction, battery seating, and whether the batteries are firmly installed."
},
{
"id": "b",
"label": "Factory reset the streaming device immediately."
},
{
"id": "c",
"label": "Change the WiFi password."
},
{
"id": "d",
"label": "Buy a new subscription."
}
],
"points": 1,
"prompt": "A guest says the Roku or Fire TV remote stopped working after it fell on the floor. What should be checked before pairing, resetting, or replacing the remote?",
"question_type": "multiple_choice"
},
"id": "d679b08c-459e-4351-a1c9-12e30da0cc5b",
"instructions": null,
"name": "Final: dropped remote batteries",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: dropped remote batteries",
"sort_order": 117,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_library": true,
"reference_only": true,
"searchable": true
},
"id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"instructions": null,
"name": "House Tech Reference Library",
"node_type": "module",
"parent_node_id": "7df8ac41-1e47-445c-82f3-8f40af31667a",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library",
"sort_order": 6,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV Input / No Signal",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-input-no-signal"
},
"id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"instructions": null,
"name": "TV Input / No Signal",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal",
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM",
"body": "Use when: Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.\n\nQuick diagnosis: If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.\n\nGuest impact: medium/high if TV is a promised amenity.\n\nAuthorized staff: cleaner, inspector, maintenance, PM\n\nEscalation: Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"content_kind": "reference_library",
"device_brand": "Generic TV",
"device_category": "TV / HDMI",
"device_model_or_family": "TV / HDMI",
"do_not_do": [
"Do not factory reset TV.",
"Do not change paid subscriptions.",
"Do not log into personal streaming accounts.",
"Do not remove wall-mounted TV."
],
"escalation_rule": "Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV is a promised amenity.",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [
"TV screen error message.",
"Remote.",
"HDMI input/source screen.",
"Streaming device plugged into HDMI if visible."
],
"problem_specific": true,
"problem_types": [
"No Signal / Wrong Input"
],
"quick_diagnosis": "If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.",
"quick_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"reference_category": "TV Input / No Signal",
"reference_id": "tv-no-signal-hdmi-input",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
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"name": "TV says \"No Signal\" \u2014 HDMI/Input Fix",
"node_type": "content_step",
"parent_node_id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal/TV says \"No Signal\" \u2014 HDMI/Input Fix",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV / Remotes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-remotes"
},
"id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"instructions": null,
"name": "TV / Remotes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes",
"sort_order": 1,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM, guest_services",
"body": "Use when: Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced.\n\nQuick diagnosis: If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.\n\nGuest impact: medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.\n\nAuthorized staff: cleaner, inspector, maintenance, PM, guest_services\n\nEscalation: Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.\n\nNext references: After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"device_model_or_family": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"do_not_do": [
"Do not assume the remote is broken until battery direction and seating have been checked.",
"Do not factory reset the TV, Roku, or Fire Stick because of a dead remote.",
"Do not buy a replacement remote until simple battery checks and pairing checks are complete.",
"Do not ask guests to open damaged or leaking batteries with bare hands."
],
"escalation_rule": "Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.",
"keywords": [
"remote dead",
"remote dropped",
"batteries wrong way",
"battery cover off",
"remote not working",
"no light on remote",
"batteries loose",
"spring side battery",
"plus minus battery",
"remote phone support"
],
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": false,
"phone_script": "Could you open the back of the remote for me? Sometimes when the remote drops, the batteries pop out or go back in the wrong way. Please take both batteries out, then match the plus and minus symbols inside the remote. The flat end usually goes against the spring. Once they are seated firmly, try the remote again.",
"photos_to_capture": [
"Battery compartment showing battery direction.",
"Remote front.",
"Battery cover if broken/missing.",
"Any corrosion or leakage."
],
"problem_specific": true,
"problem_types": [
"Remote dead after being dropped / batteries loose / batteries inserted incorrectly"
],
"quick_diagnosis": "If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.",
"quick_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"reference_category": "TV / Remotes",
"reference_id": "remote-dropped-batteries-wrong-way",
"reference_link_notes": "After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "internal_operational_knowledge",
"source_trust_level": "high",
"source_type": "internal_operational_knowledge",
"specific_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"video_source_present": true,
"when_to_use": "Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced."
},
"id": "f80485fe-4baa-40d8-b25f-402e6670e360",
"instructions": null,
"name": "Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"node_type": "content_step",
"parent_node_id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes/Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Roku",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.roku"
},
"id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"instructions": null,
"name": "Roku",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku",
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.\n\nQuick diagnosis: Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.\n\nEscalation: Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku streaming player / Roku TV",
"device_model_or_family": "Roku streaming player / Roku TV",
"do_not_do": [
"Do not remove device from owner account.",
"Do not buy subscriptions.",
"Do not change Roku account email/password.",
"Do not factory reset unless authorized."
],
"escalation_rule": "Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://support.roku.com/article/check-your-network-connection",
"https://support.roku.com/article/fix-wifi-issues",
"https://support.roku.com/article/improve-your-wifi"
],
"photos_to_capture": [
"Roku network error.",
"Settings \u003e Network screen.",
"Router lights if relevant.",
"Roku device/TV location."
],
"problem_specific": true,
"problem_types": [
"WiFi setup / network connection"
],
"quick_diagnosis": "Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.",
"quick_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"reference_category": "Roku",
"reference_id": "roku-wifi-setup-check-connection",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.",
"youtube_url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
"id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"instructions": null,
"name": "Roku \u2014 Connect to WiFi and Run Network Check",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku \u2014 Connect to WiFi and Run Network Check",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=qzzXyJe8qpo",
"kind": "youtube",
"sort_order": 0,
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"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
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],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.\n\nEscalation: Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"official_urls": [
"https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"https://support.roku.com/"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
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],
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"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"reference_category": "Roku",
"reference_id": "roku-remote-missing-not-pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.",
"youtube_url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
"id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"instructions": null,
"name": "Roku Remote Missing or Not Pairing",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku Remote Missing or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
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"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=3_ueYmfYJ40",
"kind": "youtube",
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}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.amazon-fire-tv-fire-stick"
},
"id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"instructions": null,
"name": "Amazon Fire TV / Fire Stick",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick",
"sort_order": 3,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.\n\nQuick diagnosis: Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.\n\nEscalation: Escalate if HDMI/input/power checks do not bring back Fire TV.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"device_model_or_family": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"do_not_do": [
"Do not factory reset.",
"Do not deregister Amazon account.",
"Do not buy apps/subscriptions.",
"Do not log into a personal Amazon account."
],
"escalation_rule": "Escalate if HDMI/input/power checks do not bring back Fire TV.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ"
],
"photos_to_capture": [
"TV No Signal screen.",
"HDMI port/input if accessible.",
"Fire Stick power connection.",
"Fire TV remote."
],
"problem_specific": true,
"problem_types": [
"No Signal / blank HDMI"
],
"quick_diagnosis": "Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.",
"quick_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-no-signal",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"instructions": null,
"name": "Fire TV Stick \u2014 No Signal / Blank Screen",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Stick \u2014 No Signal / Blank Screen",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=NaPZciaKuB4",
"kind": "youtube",
"sort_order": 2,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.\n\nEscalation: Escalate if new batteries and official reset/pairing process do not restore control.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
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],
"escalation_rule": "Escalate if new batteries and official reset/pairing process do not restore control.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GBSC9NRB9A9SNM2Y"
],
"photos_to_capture": [
"Remote front/back.",
"Battery compartment.",
"Fire TV device.",
"TV screen."
],
"problem_specific": true,
"problem_types": [
"Remote not working / not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-remote-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.",
"youtube_url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
"id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Remote Not Working or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
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"kind": "youtube",
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},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=qRRWflCg05o",
"kind": "youtube",
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],
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},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription.\n\nEscalation: Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not purchase paid content.",
"Do not enter your personal account.",
"Do not reset device.",
"Do not promise subscription availability unless property notes confirm it."
],
"escalation_rule": "Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"App login / subscription / account issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-app-login-subscription",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription."
},
"id": "e908cb9f-79cd-4e3e-bbd8-0c8993a7c84d",
"instructions": null,
"name": "Fire TV App Login or Subscription Issue",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV App Login or Subscription Issue",
"reference_media": [],
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "WiFi / Router",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.wifi-router"
},
"id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"instructions": null,
"name": "WiFi / Router",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router",
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline.\n\nEscalation: Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"content_kind": "reference_library",
"device_brand": "Generic router/modem",
"device_category": "Generic router/modem",
"device_model_or_family": "",
"do_not_do": [
"Do not press factory reset.",
"Do not change SSID/password.",
"Do not log into router admin panel unless authorized.",
"Do not move router permanently."
],
"escalation_rule": "Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Router/modem front lights.",
"Router/modem labels if not exposing password publicly.",
"Cable connections.",
"Error screen from guest device."
],
"problem_specific": true,
"problem_types": [
"Whole-property WiFi outage"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-router-full-outage",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"video_source_present": true,
"when_to_use": "Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline."
},
"id": "7ae89004-9126-4c96-9d7b-dcbd8c66c8ef",
"instructions": null,
"name": "Whole-property WiFi Down",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Whole-property WiFi Down",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when WiFi works near router but fails or buffers in another part of the property.\n\nEscalation: Escalate recurring weak-signal complaints for network upgrade.",
"content_kind": "reference_library",
"device_brand": "",
"device_category": "WiFi / Router",
"device_model_or_family": "",
"do_not_do": [
"Do not move router permanently without approval.",
"Do not unplug mesh nodes and leave them disconnected.",
"Do not change network names."
],
"escalation_rule": "Escalate recurring weak-signal complaints for network upgrade.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Extender/mesh node.",
"Router location.",
"Speed test screenshot if policy allows.",
"Problem room/location."
],
"problem_specific": true,
"problem_types": [
"Weak WiFi in room/pool area"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-weak-signal-bedroom-pool-area",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"video_source_present": true,
"when_to_use": "Use when WiFi works near router but fails or buffers in another part of the property."
},
"id": "5d2846c6-9653-4f3d-a0c1-f7a1fa5a5d15",
"instructions": null,
"name": "Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Schlage Locks",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.schlage-locks"
},
"id": "94f6a339-f6aa-4e80-ba61-a876ccdeb3ac",
"instructions": null,
"name": "Schlage Locks",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Schlage Locks",
"sort_order": 5,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says their Schlage code does not unlock the door.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Schlage",
"device_category": "Encode / Encode Plus / keypad deadbolt",
"device_model_or_family": "Encode / Encode Plus / keypad deadbolt",
"do_not_do": [
"Do not share master/admin code.",
"Do not factory reset without approval.",
"Do not delete all user codes.",
"Do not leave property unlocked."
],
"escalation_rule": "Guest lockout is urgent. Escalate immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.schlage.com/en/home/support/programming-guides.html",
"official_urls": [
"https://www.schlage.com/en/home/support/programming-guides.html",
"https://www.schlage.com/en/home/support.html"
],
"photos_to_capture": [
"Lock keypad.",
"Door alignment/latch.",
"Battery warning if visible.",
"Error lights if visible."
],
"problem_specific": true,
"problem_types": [
"Guest code not working"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm correct code and active time window in approved system.",
"Ask whether keypad lights up when touched.",
"Check door is fully closed/aligned.",
"Check battery warning if visible.",
"Try code once carefully if authorized.",
"Use approved backup access if guest is locked out.",
"Check app/admin only if authorized.",
"Escalate immediately if guest is waiting."
],
"reference_category": "Schlage Locks",
"reference_id": "schlage-encode-code-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm correct code and active time window in approved system.",
"Ask whether keypad lights up when touched.",
"Check door is fully closed/aligned.",
"Check battery warning if visible.",
"Try code once carefully if authorized.",
"Use approved backup access if guest is locked out.",
"Check app/admin only if authorized.",
"Escalate immediately if guest is waiting."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when guest says their Schlage code does not unlock the door.",
"youtube_url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
"id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"instructions": null,
"name": "Schlage Encode \u2014 Guest Code Not Working",
"node_type": "content_step",
"parent_node_id": "94f6a339-f6aa-4e80-ba61-a876ccdeb3ac",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Schlage Locks/Schlage Encode \u2014 Guest Code Not Working",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (1)",
"id": "link:b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4:https://www.youtube.com/watch?v=pf7DrdkOICc",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (2)",
"id": "link:b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4:https://www.youtube.com/watch?v=7QnY3kmJJew",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when keypad is dim, unresponsive, lock reports low battery, or guest code works intermittently.\n\nEscalation: Escalate if battery change does not restore operation.",
"content_kind": "reference_library",
"device_brand": "Schlage",
"device_category": "Schlage",
"device_model_or_family": "",
"do_not_do": [
"Do not use mixed old/new batteries.",
"Do not leave dead batteries inside.",
"Do not force battery cover."
],
"escalation_rule": "Escalate if battery change does not restore operation.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.schlage.com/en/home/support.html",
"official_urls": [
"https://www.schlage.com/en/home/support.html"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Low/dead battery"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm battery type in property notes.",
"Access interior battery compartment if authorized.",
"Replace batteries with approved type.",
"Test lock from outside with approved code.",
"Confirm door locks/unlocks smoothly.",
"Document battery replacement.",
"Report if corrosion, damaged contacts, or lock still fails."
],
"reference_category": "Schlage Locks",
"reference_id": "schlage-keypad-battery-change",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Keypad / Encode Battery Change (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
},
{
"caption": "Video reference \u2014 Schlage Keypad / Encode Battery Change (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=vv9a3T7Y6y4"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm battery type in property notes.",
"Access interior battery compartment if authorized.",
"Replace batteries with approved type.",
"Test lock from outside with approved code.",
"Confirm door locks/unlocks smoothly.",
"Document battery replacement.",
"Report if corrosion, damaged contacts, or lock still fails."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when keypad is dim, unresponsive, lock reports low battery, or guest code works intermittently.",
"youtube_url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
},
"id": "f9aadf23-9f95-4795-9308-632ede2dc6eb",
"instructions": null,
"name": "Schlage Keypad / Encode Battery Change",
"node_type": "content_step",
"parent_node_id": "94f6a339-f6aa-4e80-ba61-a876ccdeb3ac",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Schlage Locks/Schlage Keypad / Encode Battery Change",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Keypad / Encode Battery Change (1)",
"id": "link:f9aadf23-9f95-4795-9308-632ede2dc6eb:https://www.youtube.com/watch?v=7QnY3kmJJew",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "f9aadf23-9f95-4795-9308-632ede2dc6eb",
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
},
{
"caption": "Video reference \u2014 Schlage Keypad / Encode Battery Change (2)",
"id": "link:f9aadf23-9f95-4795-9308-632ede2dc6eb:https://www.youtube.com/watch?v=vv9a3T7Y6y4",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "f9aadf23-9f95-4795-9308-632ede2dc6eb",
"url": "https://www.youtube.com/watch?v=vv9a3T7Y6y4"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Kwikset Locks",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.kwikset-locks"
},
"id": "92b3c09c-7cdd-4e34-a040-1ca3e15a4463",
"instructions": null,
"name": "Kwikset Locks",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Kwikset Locks",
"sort_order": 6,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest code does not unlock Kwikset Halo.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Kwikset",
"device_category": "Halo / Halo Touchscreen / Halo Keypad",
"device_model_or_family": "Halo / Halo Touchscreen / Halo Keypad",
"do_not_do": [
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"Do not delete codes without approval.",
"Do not share admin/app credentials."
],
"escalation_rule": "Guest lockout is urgent. Escalate immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.kwikset.com/support/productdetail/halo-touchscreen-wi-fi-enabled-smart-lock",
"official_urls": [
"https://www.kwikset.com/support/productdetail/halo-touchscreen-wi-fi-enabled-smart-lock",
"https://www.kwikset.com/support/productdetail/halo-keypad-wi-fi-enabled-smart-lock",
"https://www.kwikset.com/support/topics/user-coded-kwikset-app"
],
"photos_to_capture": [
"Keypad.",
"Door/latch alignment.",
"App error if authorized.",
"Battery compartment if relevant."
],
"problem_specific": true,
"problem_types": [
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],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm code and time window in approved system/app.",
"Check keypad wakes.",
"Check door alignment.",
"Check battery level if available.",
"Use approved backup access if guest is locked out.",
"If authorized, review Kwikset app code status.",
"Escalate if unresolved."
],
"reference_category": "Kwikset Locks",
"reference_id": "kwikset-halo-code-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 Guest Code Not Working (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
},
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 Guest Code Not Working (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=Wrcg6cCV-6s"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm code and time window in approved system/app.",
"Check keypad wakes.",
"Check door alignment.",
"Check battery level if available.",
"Use approved backup access if guest is locked out.",
"If authorized, review Kwikset app code status.",
"Escalate if unresolved."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when guest code does not unlock Kwikset Halo.",
"youtube_url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
},
"id": "6d006f67-1045-4dd2-9c95-18f6734fcab7",
"instructions": null,
"name": "Kwikset Halo \u2014 Guest Code Not Working",
"node_type": "content_step",
"parent_node_id": "92b3c09c-7cdd-4e34-a040-1ca3e15a4463",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Kwikset Locks/Kwikset Halo \u2014 Guest Code Not Working",
"reference_media": [
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 Guest Code Not Working (1)",
"id": "link:6d006f67-1045-4dd2-9c95-18f6734fcab7:https://www.youtube.com/watch?v=yDpUwyVlgPg",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "6d006f67-1045-4dd2-9c95-18f6734fcab7",
"url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
},
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 Guest Code Not Working (2)",
"id": "link:6d006f67-1045-4dd2-9c95-18f6734fcab7:https://www.youtube.com/watch?v=Wrcg6cCV-6s",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "6d006f67-1045-4dd2-9c95-18f6734fcab7",
"url": "https://www.youtube.com/watch?v=Wrcg6cCV-6s"
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],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Kwikset Halo works locally but appears offline in app, or remote code sync fails.\n\nEscalation: Escalate if remote code management is affected.",
"content_kind": "reference_library",
"device_brand": "Kwikset",
"device_category": "Halo",
"device_model_or_family": "Halo",
"do_not_do": [
"Do not reset WiFi or factory reset unless authorized.",
"Do not change owner account credentials."
],
"escalation_rule": "Escalate if remote code management is affected.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.kwikset.com/support/answers/bluetooth-pairing-instructions",
"official_urls": [
"https://www.kwikset.com/support/answers/bluetooth-pairing-instructions",
"https://www.kwikset.com/support/productdetail/halo-keypad-wi-fi-enabled-smart-lock"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"WiFi offline / reconnect"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm property WiFi works.",
"Confirm lock is within WiFi range.",
"Confirm batteries are good.",
"If authorized, check lock status in Kwikset app.",
"Follow Kwikset support for Bluetooth pairing or WiFi reconnect.",
"Do not remove lock from account unless authorized.",
"Do not factory reset unless authorized.",
"Report if reconnect fails."
],
"reference_category": "Kwikset Locks",
"reference_id": "kwikset-halo-wifi-reset-reconnect",
"reference_media": [
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=C3veIQrKkaE"
},
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property WiFi works.",
"Confirm lock is within WiFi range.",
"Confirm batteries are good.",
"If authorized, check lock status in Kwikset app.",
"Follow Kwikset support for Bluetooth pairing or WiFi reconnect.",
"Do not remove lock from account unless authorized.",
"Do not factory reset unless authorized.",
"Report if reconnect fails."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when Kwikset Halo works locally but appears offline in app, or remote code sync fails.",
"youtube_url": "https://www.youtube.com/watch?v=C3veIQrKkaE"
},
"id": "aaa37ecf-2f6b-464e-8333-34292bb760c7",
"instructions": null,
"name": "Kwikset Halo \u2014 WiFi Offline or Reconnect",
"node_type": "content_step",
"parent_node_id": "92b3c09c-7cdd-4e34-a040-1ca3e15a4463",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Kwikset Locks/Kwikset Halo \u2014 WiFi Offline or Reconnect",
"reference_media": [
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (1)",
"id": "link:aaa37ecf-2f6b-464e-8333-34292bb760c7:https://www.youtube.com/watch?v=C3veIQrKkaE",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "aaa37ecf-2f6b-464e-8333-34292bb760c7",
"url": "https://www.youtube.com/watch?v=C3veIQrKkaE"
},
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (2)",
"id": "link:aaa37ecf-2f6b-464e-8333-34292bb760c7:https://www.youtube.com/watch?v=yDpUwyVlgPg",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "aaa37ecf-2f6b-464e-8333-34292bb760c7",
"url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Yale Locks",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.yale-locks"
},
"id": "29a42bda-0f7b-450b-8c4d-677a5f02b437",
"instructions": null,
"name": "Yale Locks",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Yale Locks",
"sort_order": 7,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Yale lock code is missing, wrong, expired, or not accepted.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Yale",
"device_category": "Yale Assure / Assure Lock 2",
"device_model_or_family": "Yale Assure / Assure Lock 2",
"do_not_do": [
"Do not share master PIN.",
"Do not factory reset without approval.",
"Do not remove device from account."
],
"escalation_rule": "Guest lockout is urgent. Escalate immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.shopyalehome.com/",
"official_urls": [
"https://support.shopyalehome.com/"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Entry code setup / code not working"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm property and guest.",
"Confirm code and schedule in approved system/app.",
"Check keypad wake/response.",
"Check door alignment.",
"Check battery status if possible.",
"If authorized, use Yale app or keypad programming guide.",
"Use approved backup access if guest is locked out.",
"Escalate if unresolved."
],
"reference_category": "Yale Locks",
"reference_id": "yale-assure-entry-code-setup",
"reference_media": [
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=yVk3naKK0Zg"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=ciHoxeXDJjE"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property and guest.",
"Confirm code and schedule in approved system/app.",
"Check keypad wake/response.",
"Check door alignment.",
"Check battery status if possible.",
"If authorized, use Yale app or keypad programming guide.",
"Use approved backup access if guest is locked out.",
"Escalate if unresolved."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when Yale lock code is missing, wrong, expired, or not accepted.",
"youtube_url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
"id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"instructions": null,
"name": "Yale Assure \u2014 Entry Code Setup / Guest Code Issue",
"node_type": "content_step",
"parent_node_id": "29a42bda-0f7b-450b-8c4d-677a5f02b437",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Yale Locks/Yale Assure \u2014 Entry Code Setup / Guest Code Issue",
"reference_media": [
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (1)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=t9-fid4TLSo",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (2)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=yVk3naKK0Zg",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=yVk3naKK0Zg"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=ciHoxeXDJjE",
"kind": "youtube",
"sort_order": 2,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=ciHoxeXDJjE"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.ring-doorbells-and-cameras"
},
"id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"instructions": null,
"name": "Ring Doorbells \u0026 Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras",
"sort_order": 8,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.\n\nQuick diagnosis: Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.\n\nEscalation: Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not delete device from account.",
"Do not factory reset.",
"Do not change owner credentials.",
"Do not disable recording/security settings.",
"Do not remove device unless authorized."
],
"escalation_rule": "Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices",
"https://ring.com/support/articles/8i61o/fixing-setup-issues"
],
"photos_to_capture": [
"Doorbell/camera.",
"App offline screen if authorized.",
"Router lights if relevant.",
"Physical damage or obstruction."
],
"problem_specific": true,
"problem_types": [
"Device offline"
],
"quick_diagnosis": "Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.",
"quick_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-device-offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.",
"youtube_url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
},
"id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"instructions": null,
"name": "Ring Doorbell or Camera Offline",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell or Camera Offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"id": "link:0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74:https://www.youtube.com/watch?v=ZUvcGQCRyFk",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working.\n\nEscalation: Escalate if doorbell/camera is a listed amenity or security device.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not change notification or security settings without approval.",
"Do not remove or reset the doorbell."
],
"escalation_rule": "Escalate if doorbell/camera is a listed amenity or security device.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Doorbell not ringing / chime issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-doorbell-not-ringing",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working."
},
"id": "bed4e388-3c78-4b49-8c62-9b3f8fd1179e",
"instructions": null,
"name": "Ring Doorbell Not Ringing or Chime Not Working",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell Not Ringing or Chime Not Working",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Blink Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.blink-cameras"
},
"id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"instructions": null,
"name": "Blink Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras",
"sort_order": 9,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when a Blink camera shows offline or live view does not work.\n\nEscalation: Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not delete camera from account.",
"Do not factory reset without approval.",
"Do not move camera permanently.",
"Do not change owner account."
],
"escalation_rule": "Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"official_urls": [
"https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide",
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting"
],
"photos_to_capture": [
"Camera.",
"Sync Module lights.",
"App offline screen if authorized.",
"Battery compartment if relevant."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when a Blink camera shows offline or live view does not work."
},
"id": "dad0ded5-1c2d-4a01-82f9-660ddfa0bdb5",
"instructions": null,
"name": "Blink Camera Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when multiple Blink cameras are offline or Sync Module LED indicates issue.\n\nEscalation: Escalate if Sync Module cannot reconnect.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset unless authorized.",
"Do not delete Sync Module from account."
],
"escalation_rule": "Escalate if Sync Module cannot reconnect.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"official_urls": [
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Sync Module offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-sync-module-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when multiple Blink cameras are offline or Sync Module LED indicates issue."
},
"id": "dc7e11a2-ab67-4ca9-81cb-344bf739bc41",
"instructions": null,
"name": "Blink Sync Module Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Sync Module Offline",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Arlo Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.arlo-cameras"
},
"id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"instructions": null,
"name": "Arlo Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras",
"sort_order": 10,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue.\n\nEscalation: Escalate if account/app access or security issue is involved.",
"content_kind": "reference_library",
"device_brand": "Arlo",
"device_category": "Arlo",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset.",
"Do not remove device from account.",
"Do not change owner security settings."
],
"escalation_rule": "Escalate if account/app access or security issue is involved.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"official_urls": [
"https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"https://www.arlo.com/en_gb/support/faq/1133448/My-Arlo-wire-free-camera-is-offline-how-can-I-troubleshoot-it",
"https://kb.arlo.com/000062993/How-to-access-the-Arlo-Support-Center"
],
"photos_to_capture": [
"Camera.",
"Base station/SmartHub lights.",
"App offline screen if authorized."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"reference_category": "Arlo Cameras",
"reference_id": "arlo-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue."
},
"id": "f542602e-5453-40bd-acad-739ac857dfab",
"instructions": null,
"name": "Arlo Camera Offline",
"node_type": "content_step",
"parent_node_id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras/Arlo Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Generic WiFi Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.generic-wifi-cameras"
},
"id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"instructions": null,
"name": "Generic WiFi Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras",
"sort_order": 11,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern.\n\nEscalation: Always escalate guest camera/privacy concerns immediately.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "Generic",
"device_model_or_family": "",
"do_not_do": [
"Do not tell guest \"it is definitely legal.\"",
"Do not disable recording unless authorized.",
"Do not move/remove camera.",
"Do not discuss owner private settings.",
"Do not share account access."
],
"escalation_rule": "Always escalate guest camera/privacy concerns immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Guest privacy/security concern"
],
"quick_diagnosis": "",
"quick_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"reference_category": "Generic WiFi Cameras",
"reference_id": "camera-privacy-guest-concern",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"video_source_present": false,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern."
},
"id": "b10f09e1-5f25-4587-8f3e-321e1b306c4c",
"instructions": null,
"name": "Guest Concern About Camera or Doorbell",
"node_type": "content_step",
"parent_node_id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras/Guest Concern About Camera or Doorbell",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Property Tech Notes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.property"
},
"id": "9bb8cc8d-93a1-46e4-b45e-b4c850afec9e",
"instructions": null,
"name": "Property Tech Notes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Property Tech Notes",
"sort_order": 12,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use before troubleshooting or when onboarding a new property.\n\nEscalation: Escalate missing tech notes to PM before guessing device details.",
"content_kind": "reference_library",
"deep_link_label": "Open property tech notes",
"deep_link_url": "/properties/{property_id}/tech-notes",
"device_brand": "All properties",
"device_category": "All properties",
"device_model_or_family": "",
"do_not_do": [
"Do not store master codes or owner admin passwords in guest-facing notes."
],
"escalation_rule": "Escalate missing tech notes to PM before guessing device details.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Property documentation"
],
"quick_diagnosis": "",
"quick_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"reference_category": "Property Tech Notes",
"reference_id": "property-tech-notes-template",
"reference_only": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"video_source_present": false,
"when_to_use": "Use before troubleshooting or when onboarding a new property."
},
"id": "2a911f76-5a27-4443-bc2d-976982de5b41",
"instructions": null,
"name": "Property Tech Notes \u2014 What to Record",
"node_type": "content_step",
"parent_node_id": "9bb8cc8d-93a1-46e4-b45e-b4c850afec9e",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Property Tech Notes/Property Tech Notes \u2014 What to Record",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Escalation Scripts",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.escalation"
},
"id": "f46da000-4bba-4704-b49f-7afdd5e0e9a4",
"instructions": null,
"name": "Escalation Scripts",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Escalation Scripts",
"sort_order": 13,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when escalating any unresolved house tech issue.\n\nEscalation: Always include device, symptom, steps tried, impact, and photos.",
"content_kind": "reference_library",
"device_brand": "All house tech",
"device_category": "All house tech",
"device_model_or_family": "",
"do_not_do": [
"Do not send vague notes like \u0027broken\u0027 with no evidence."
],
"escalation_rule": "Always include device, symptom, steps tried, impact, and photos.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Documentation / escalation"
],
"quick_diagnosis": "",
"quick_steps": [
"Device brand and model if known.",
"Exact problem in guest/owner words.",
"Error message, code, or screen photo.",
"Steps already tried.",
"Guest impact and urgency.",
"Photos of device, cables, lights, or lock keypad.",
"Whether backup access was used.",
"Recommended next action."
],
"reference_category": "Escalation Scripts",
"reference_id": "good-tech-report-template",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Device brand and model if known.",
"Exact problem in guest/owner words.",
"Error message, code, or screen photo.",
"Steps already tried.",
"Guest impact and urgency.",
"Photos of device, cables, lights, or lock keypad.",
"Whether backup access was used.",
"Recommended next action."
],
"video_source_present": false,
"when_to_use": "Use when escalating any unresolved house tech issue."
},
"id": "a5ceba3e-27a2-42ca-b701-e0a75a849221",
"instructions": null,
"name": "Good Tech Report \u2014 What to Send",
"node_type": "content_step",
"parent_node_id": "f46da000-4bba-4704-b49f-7afdd5e0e9a4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Escalation Scripts/Good Tech Report \u2014 What to Send",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"root_node_id": "7df8ac41-1e47-445c-82f3-8f40af31667a",
"source_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a",
"tree": [
{
"children": [
{
"children": [
{
"children": [
{
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"extra": {
"body": "House tech troubleshooting should be simple, safe, and controlled.\n\nField staff should not make unauthorized account changes, factory reset devices, delete users, change WiFi names/passwords, reprogram locks, or alter owner/guest access unless specifically authorized.\n\nThe goal is to:\n1. Confirm the problem.\n2. Try simple safe checks.\n3. Restore normal guest use if possible.\n4. Document clearly.\n5. Escalate before making risky changes.\n\nFor smart locks, guest access, WiFi credentials, owner accounts, and security settings, always follow company policy and property notes.",
"content_kind": "text"
},
"id": "e433a89d-3a27-42b7-9a3b-4b3b923e2e28",
"instructions": null,
"name": "Safety notice",
"node_type": "content_step",
"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/Safety notice",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"body": "Vacation rental staff are often the first people to hear about house tech issues.\n\nCommon issues include:\n- Guest cannot connect to WiFi.\n- TV is on the wrong input.\n- Roku remote is missing or not paired.\n- Streaming device is unplugged.\n- Router needs a reboot.\n- Smart lock battery is low.\n- Guest code does not work.\n- Lock is offline.\n- Door is not closing correctly.\n- Owner account or app access is unclear.\n\nThe field team\u0027s role is to triage safely:\n1. Confirm the problem.\n2. Check simple visible items.\n3. Try approved basic resets.\n4. Do not make unauthorized account/security changes.\n5. Document what was checked.\n6. Escalate when needed.",
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}
]
},
"id": "d024f324-5283-4a2f-b8c2-6cd49a5ffb74",
"instructions": null,
"name": "Your role is triage, not deep repair",
"node_type": "content_step",
"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/Your role is triage, not deep repair",
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"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"body": "Do not do these unless authorized:\n- Factory reset a router.\n- Factory reset a smart lock.\n- Delete lock users or access codes.\n- Change WiFi name or password.\n- Change owner account email.\n- Pair devices to your personal account unless approved.\n- Share private owner/admin credentials.\n- Give a guest a master/admin code.\n- Remove security settings.\n- Subscribe to paid TV services.\n- Buy apps or services on a guest/owner account.",
"content_kind": "text"
},
"id": "cdbd7d3a-66c5-4456-b5b9-9625970cbfd7",
"instructions": null,
"name": "Do not make risky changes",
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"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/Do not make risky changes",
"reference_media": [],
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"acknowledgment_label": "I understand that house tech troubleshooting must follow property notes and authorization rules.",
"body": ""
},
"id": "0cf87d37-6269-499b-9e9e-ea91823b8c8c",
"instructions": null,
"name": "I understand that house tech troubleshooting must follow property notes and auth",
"node_type": "acknowledgment_step",
"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/I understand that house tech troubleshooting must follow property notes and auth",
"sort_order": 6,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "The field team should confirm, safely check, document, and escalate.",
"options": [
{
"id": "a",
"label": "Safe triage, basic checks, documentation, and escalation"
},
{
"id": "b",
"label": "Factory reset everything immediately"
},
{
"id": "c",
"label": "Change owner accounts"
},
{
"id": "d",
"label": "Give guests admin passwords"
}
],
"points": 1,
"prompt": "What is the field team\u0027s main role in house tech troubleshooting?",
"question_type": "multiple_choice"
},
"id": "bd80c0d9-2ca6-4813-b1a1-c3ca32b11ce7",
"instructions": null,
"name": "Field team role",
"node_type": "question",
"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/Field team role",
"sort_order": 100,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Account, billing, and security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset a smart lock"
},
{
"id": "b",
"label": "Change WiFi password"
},
{
"id": "c",
"label": "Delete access codes"
},
{
"id": "d",
"label": "Subscribe to paid TV services"
},
{
"id": "e",
"label": "Check whether a TV is on the wrong input"
}
],
"points": 2,
"prompt": "Which actions should not be done unless authorized?",
"question_type": "multiple_select"
},
"id": "ae004796-d5af-4d9f-9697-c37643e6d8b5",
"instructions": null,
"name": "Unauthorized actions",
"node_type": "question",
"parent_node_id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role/Unauthorized actions",
"sort_order": 101,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"estimated_minutes": 4
},
"id": "f9c804de-7e2a-4bb8-8ce2-6e19582cb3ca",
"instructions": null,
"name": "The field team\u0027s role",
"node_type": "lesson",
"parent_node_id": "ca55b4c7-62a3-42a6-8e25-f776320ff30b",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House tech troubleshooting basics/The field team\u0027s role",
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
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"body": "Most house tech problems follow the same first-stage process. Staff should learn this process once, then use the reference library for device-specific instructions.\n\nUniversal triage method:\n\n1. Confirm the guest issue.\nAsk: What exactly is not working? What screen/message/code/error are they seeing?\n\n2. Identify the device.\nTV, Roku, Fire TV Stick, router, smart lock, Ring doorbell, Blink camera, Arlo camera, thermostat, soundbar, garage opener, etc.\n\n3. Check property notes.\nLook for model, app owner, WiFi name, HDMI input, lock brand, battery type, router location, backup access, and special warnings.\n\n4. Check safe visible basics.\nPower, correct remote, correct input, loose cable, visible damage, low/dead batteries, WiFi status, door alignment, device physically present.\n\n5. Do not make risky changes.\nNo factory resets, account changes, subscription purchases, lock code deletion, camera repositioning, owner credential sharing, or master code sharing unless authorized.\n\n6. Use the reference library.\nOpen the exact device/problem guide and follow the brand-specific instructions.\n\n7. Document clearly.\nCapture photos/screenshots, what you checked, what changed, and whether guest use is affected.\n\n8. Escalate when needed.\nEscalate fast for lock access, WiFi outage, promised amenity failure, security cameras, privacy concerns, or account/admin issues.",
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"body": "Training teaches the method.\n\nReference teaches the device.\n\nDo not try to memorize every Roku, Fire TV, Schlage, Kwikset, Ring, Blink, or Arlo process. Instead, learn how to triage safely and then open the correct reference article or video.\n\nExamples:\n- Training teaches: do not factory reset without approval.\n- Reference teaches: how to pair a Fire TV remote using Amazon\u0027s current support process.\n- Training teaches: cameras are security/privacy devices.\n- Reference teaches: Ring offline-device troubleshooting and reconnect steps.\n- Training teaches: wrong TV input often causes \"No Signal.\"\n- Reference teaches: Fire TV no-signal path versus Roku no-signal path.",
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"body": "When WiFi is not working, start with simple checks.\n\nBasic checks:\n1. Confirm the correct WiFi network name.\n2. Confirm the password from property notes.\n3. Check whether other devices connect.\n4. Check router/modem power.\n5. Check whether cables are loose.\n6. Check whether the internet provider modem is online.\n7. Check whether the router has warning lights.\n8. Restart the modem/router only if approved.\n9. Wait long enough for the network to return.\n10. Document what was checked.\n\nFor Roku devices, Roku\u0027s official support says WiFi setup is normally:\nHome \u003e Settings \u003e Network \u003e Set up connection \u003e Wired or Wireless \u003e choose network \u003e enter password.",
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"body": "If approved to restart network equipment:\n\n1. Unplug modem and router.\n2. Wait about 15 seconds.\n3. Plug in the modem first.\n4. Wait for modem lights to stabilize.\n5. Plug in router.\n6. Wait for WiFi to return.\n7. Test with a phone or property device.\n8. Document result.\n\nDo not press reset buttons unless specifically authorized. Reset buttons can erase configuration.",
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"body": "Many guest TV issues are caused by simple things:\n- TV is on wrong input.\n- Roku/streaming stick is unplugged.\n- Remote batteries are dead.\n- Guest is using the wrong remote.\n- TV is not connected to WiFi.\n- HDMI cable is loose.\n- Soundbar is on wrong input.\n- Streaming app is logged out.\n- Device needs a restart.\n\nBasic TV checks:\n1. Confirm TV has power.\n2. Confirm remote batteries.\n3. Confirm correct remote.\n4. Check input/source button.\n5. Confirm Roku/stick/box is powered.\n6. Check HDMI cable.\n7. Confirm WiFi connection.\n8. Restart TV/streaming device if approved.\n9. Do not buy subscriptions or change account settings.\n10. Report if unresolved.",
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"body": "Common Roku issues:\n- Roku is not connected to WiFi.\n- Roku remote is not paired.\n- Remote batteries are dead.\n- TV is on wrong input.\n- Roku stick is not powered.\n- App is logged out.\n- Internet is slow.\n- Roku needs restart.\n- Guest is trying to use TV remote instead of Roku remote.\n\nSafe checks:\n1. Check TV input/source.\n2. Check Roku power.\n3. Check remote batteries.\n4. Try Roku mobile app if approved and on same network.\n5. Check Settings \u003e Network \u003e Check connection.\n6. Restart Roku if needed.\n7. Do not change subscriptions or owner account details.",
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"body": "Roku official support references\n\u2022 Roku \u2014 Connect your streaming device to the internet \u2014 Use for WiFi setup steps.\n https://support.roku.com/article/connect-to-wifi\n\u2022 Roku \u2014 Fix WiFi issues \u2014 Use for connection problems and error codes.\n https://support.roku.com/article/fix-wifi-issues\n\u2022 Roku \u2014 Check your network connection \u2014 Use for network test steps.\n https://support.roku.com/article/check-your-network-connection\n\u2022 Roku \u2014 Connect your phone to Roku \u2014 Use when approved to use phone as temporary remote.\n https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player\n\u2022 Roku \u2014 Improve WiFi \u2014 Use for restart order and signal improvement.\n https://support.roku.com/article/improve-your-wifi",
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"body": "Roku video references\n\u2022 How To Setup Roku Streaming Stick Plus - Step By Step \u2014 Optional general setup video. Not source of truth.\n https://www.youtube.com/watch?v=qzzXyJe8qpo\n\u2022 How To Pair Roku Remote \u2014 Optional remote pairing video. Verify before use.\n https://www.youtube.com/watch?v=8TE0XFTUSWM\n\u2022 Roku remote TV controls setup / pairing reference \u2014 Optional reference for remote/TV control setup.\n https://www.youtube.com/watch?v=3_ueYmfYJ40",
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"body": "A very common remote-control problem is simple but easy to miss.\n\nGuests often drop a remote on the floor. The battery cover comes off, the batteries spring out, and the guest puts the batteries back the wrong way round or leaves one battery slightly loose.\n\nThis can make the remote appear completely dead even when the batteries are good.\n\nWhen supporting a guest by phone, ask them to check:\n\n1. Is the battery cover missing or loose?\n2. Did the remote recently fall or get dropped?\n3. Are both batteries installed?\n4. Are the batteries facing the correct direction?\n5. Does the flat end of each battery touch the spring?\n6. Are the + and - symbols aligned with the markings inside the remote?\n7. Are the batteries seated firmly?\n8. Is there corrosion or liquid damage inside the battery compartment?\n9. Does the remote light up after reinstalling the batteries?\n10. If available, try a fresh matching pair of batteries.\n\nUseful phone phrase:\n\"Could you open the battery cover and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\nImportant:\nDo not assume \"the batteries are in\" means they are in correctly.",
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"body": "Smart locks should be treated carefully because they control property access.\n\nCommon issues:\n- Guest code does not work.\n- Code is for wrong dates/times.\n- Lock battery is low or dead.\n- Lock is offline.\n- Door is not fully closed or aligned.\n- Keypad is asleep.\n- Guest is using wrong code.\n- Code was not synced.\n- WiFi/Bluetooth bridge is offline.\n- App account access is unclear.\n- Mechanical key or backup access is needed.\n\nSafe checks:\n1. Confirm correct property and guest.\n2. Confirm code and date/time window in approved system.\n3. Check whether the door is fully closed.\n4. Check keypad response.\n5. Check battery warning.\n6. Try approved backup access process.\n7. Do not give master/admin codes unless authorized.\n8. Do not factory reset the lock unless authorized.\n9. Escalate if guest access is affected.",
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"body": "Do not:\n- Share owner/admin login.\n- Share master codes.\n- Delete all codes.\n- Factory reset without approval.\n- Add your personal account unless authorized.\n- Leave physical keys unsecured.\n- Leave the property unlocked.\n- Tell guests how to bypass security.\n- Change lock ownership without approval.",
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"body": "Escalate immediately when:\n- Guest cannot access the property.\n- Smart lock is not accepting a valid code.\n- Lock battery is dead and guest is waiting.\n- WiFi is down and guest needs it urgently.\n- TV/streaming issue affects promised amenity.\n- Owner account credentials are required.\n- Device requires factory reset.\n- Paid subscription or app account is involved.\n- Guest is upset.\n- Security may be compromised.\n- You cannot confirm the issue safely.",
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"body": "A useful tech report includes:\n- Property name/address.\n- Device type and brand/model if known.\n- What the guest reported.\n- What you observed.\n- Photos/video if useful.\n- What steps you tried.\n- Result of each step.\n- Whether guest access/amenity is affected.\n- Urgency.\n- Whether specialist/vendor follow-up is needed.\n\nBad report:\n\"TV broken.\"\n\nGood report:\n\"Living room Roku TV shows No Signal. HDMI cable connected to HDMI 2. Roku stick has power light. Replaced remote batteries. TV works on HDMI 2 after input changed. No further action needed.\"",
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"body": "Ring doorbells, Ring cameras, Blink cameras, Arlo cameras, and other WiFi cameras should be treated as security devices.\n\nField staff may check simple visible issues:\n- Device has power or charged battery.\n- WiFi/router is working.\n- Device is physically present and not damaged.\n- Camera lens is not blocked.\n- Doorbell is mounted securely.\n- App shows offline if staff has authorized app access.\n- Chime or doorbell function can be tested if approved.\n\nDo not:\n- Factory reset cameras or doorbells without approval.\n- Delete devices from owner accounts.\n- Change owner account email or password.\n- Share owner credentials.\n- Disable recording or privacy/security settings.\n- Reconnect to a different WiFi network unless authorized.\n- Remove a doorbell/camera unless instructed.\n\nEscalate quickly if a guest access, security, owner privacy, or promised amenity issue is involved.",
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"body": "Document and escalate using your company workflow:\n- Property and device (brand/model if known).\n- What the guest reported and what you checked.\n- Photos of screens, devices, or error messages if useful.\n- Guest impact and urgency.\n- Whether manager/owner authorization is needed.\n\nUse the maintenance or guest-issue form \u2014 do not rely on verbal handoffs alone.",
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"body": "House Tech Troubleshooting Quick Reference (problem-first)\n\n1. TV says No Signal\n- Try Input/Source on the TV remote.\n- Match HDMI port to Roku, Fire TV Stick, or cable box.\n- Confirm streaming device power and HDMI connection.\n- Reseat HDMI cable if safe and accessible.\n- Photo: TV screen + HDMI device.\n- Escalate if unresolved after correct input and power checks.\n\n2. Roku not working\n- Home \u003e Settings \u003e Network \u003e Set up connection \u003e Check connection.\n- Check remote batteries and pairing (IR vs pairing remote).\n- If remote was dropped: check battery cover, direction (+ / -), and firm seating against spring.\n- Use Roku mobile app only if approved and on property WiFi.\n- Do not change owner account or buy subscriptions.\n- Escalate account/subscription or whole-property WiFi issues.\n\nREMOTE STOPPED WORKING AFTER BEING DROPPED:\n- Ask if the remote was dropped and if the battery cover came off.\n- Ask guest to remove both batteries and reinstall matching + / - markings inside the remote.\n- Flat battery end usually touches the spring; batteries must be seated firmly.\n- Try fresh matching batteries if available.\n- Only then move to remote pairing or replacement.\n- Escalate if contacts are corroded, remote is cracked, or remote still does not respond.\nPhone phrase: \"Could you open the back of the remote and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\n3. Fire TV Stick not working\n- Check TV HDMI input and Fire Stick power adapter.\n- Restart Fire Stick if approved (unplug 30\u201360 seconds).\n- Pair/reset remote using Amazon official support steps.\n- Do not buy subscriptions, deregister, or factory reset.\n- Escalate app login/subscription issues immediately.\n\n4. WiFi down (whole property)\n- Test multiple devices; confirm WiFi name/password from property notes.\n- Check router/modem power and service lights.\n- Restart modem then router only if approved (never factory reset).\n- Photo router/modem lights and cables.\n- Escalate if ISP/service light out or restart fails.\n\n5. Weak WiFi in remote room/pool area\n- Confirm WiFi works near router.\n- Check mesh/extender power and lights.\n- Report location-specific weakness for network upgrade.\n\n6. Smart lock code not working (Schlage / Kwikset / Yale)\n- Confirm property, guest, code, and active time window.\n- Check keypad wake, door alignment, and battery status.\n- Use approved backup access for lockouts.\n- Never share master/admin code or factory reset without approval.\n- Escalate lockouts immediately.\n\n7. Ring / Blink / Arlo camera offline\n- Check property WiFi/router first.\n- Check device power/battery and Sync Module/base station if applicable.\n- Follow official manufacturer offline guide.\n- Do not reset, delete, move, or change account settings without approval.\n- Escalate privacy/security guest concerns immediately.\n\n8. Good tech report (always include)\n- Device brand/model.\n- Exact problem and error message/photo.\n- Steps tried.\n- Guest impact and urgency.\n- Recommended next action.",
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"body": "This final assessment draws 8 random questions from a bank of 18. You need 80% to pass. Long-form scenario answers are marked for manager review. Open the reference library anytime from the program overview if you need quick steps during review.",
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Account and security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset router"
},
{
"id": "b",
"label": "Factory reset smart lock"
},
{
"id": "c",
"label": "Change WiFi password"
},
{
"id": "d",
"label": "Delete access codes"
},
{
"id": "e",
"label": "Check if the TV is on the wrong input"
}
],
"points": 2,
"prompt": "Which actions should not be done unless authorized?",
"question_type": "multiple_select"
},
"id": "c3a6407b-92a1-4db2-874e-b6a56e9376fb",
"instructions": null,
"name": "Final: unauthorized actions",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: unauthorized actions",
"sort_order": 101,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Start with visible, safe checks.",
"options": [
{
"id": "a",
"label": "Confirm WiFi name/password"
},
{
"id": "b",
"label": "Check router/modem power"
},
{
"id": "c",
"label": "Check loose cables"
},
{
"id": "d",
"label": "Check whether other devices connect"
},
{
"id": "e",
"label": "Press factory reset button"
}
],
"points": 2,
"prompt": "Which are safe first checks for WiFi issues?",
"question_type": "multiple_select"
},
"id": "c8c97246-5b98-4323-83da-8eea7d372f42",
"instructions": null,
"name": "Final: WiFi checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: WiFi checks",
"sort_order": 102,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Wrong input or HDMI device issues are common.",
"options": [
{
"id": "a",
"label": "Wrong input/source or disconnected HDMI device"
},
{
"id": "b",
"label": "Dirty towel"
},
{
"id": "c",
"label": "Empty soap dispenser"
},
{
"id": "d",
"label": "Low pool water"
}
],
"points": 1,
"prompt": "A TV says \"No Signal.\" What is a likely issue?",
"question_type": "multiple_choice"
},
"id": "1b64ab49-288d-4b28-8913-fc899eb8ed72",
"instructions": null,
"name": "Final: no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: no signal",
"sort_order": 103,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Roku issues are often power, input, remote, network, or account related.",
"options": [
{
"id": "a",
"label": "Wrong input"
},
{
"id": "b",
"label": "Roku not powered"
},
{
"id": "c",
"label": "Remote batteries dead"
},
{
"id": "d",
"label": "WiFi disconnected"
},
{
"id": "e",
"label": "App/account issue"
}
],
"points": 2,
"prompt": "Which are common Roku issue causes?",
"question_type": "multiple_select"
},
"id": "fb3bed5d-d3e2-4353-bfb6-65e7e7412538",
"instructions": null,
"name": "Final: Roku causes",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku causes",
"sort_order": 104,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Locks control guest access.",
"options": [
{
"id": "a",
"label": "They control property access and security"
},
{
"id": "b",
"label": "They are decorative only"
},
{
"id": "c",
"label": "They never affect guests"
},
{
"id": "d",
"label": "They do not need batteries"
}
],
"points": 1,
"prompt": "Why must smart locks be handled carefully?",
"question_type": "multiple_choice"
},
"id": "6e68ca5b-8989-4a2c-8a6d-ebe5fd02eb07",
"instructions": null,
"name": "Final: lock security",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock security",
"sort_order": 105,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"children": [],
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Security changes need authorization.",
"options": [
{
"id": "a",
"label": "Share master code"
},
{
"id": "b",
"label": "Factory reset"
},
{
"id": "c",
"label": "Delete access codes"
},
{
"id": "d",
"label": "Add personal account"
},
{
"id": "e",
"label": "Confirm the door is closed"
}
],
"points": 2,
"prompt": "Which smart lock actions should require authorization?",
"question_type": "multiple_select"
},
"id": "4ab06b33-83fe-4c31-9538-eddc9b2dab32",
"instructions": null,
"name": "Final: lock authorization",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock authorization",
"sort_order": 106,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Detailed reports speed resolution.",
"options": [
{
"id": "a",
"label": "Device type/brand"
},
{
"id": "b",
"label": "Problem observed"
},
{
"id": "c",
"label": "Steps tried"
},
{
"id": "d",
"label": "Result of each step"
},
{
"id": "e",
"label": "Guest impact/urgency"
}
],
"points": 2,
"prompt": "What should be included in a useful tech report?",
"question_type": "multiple_select"
},
"id": "efd27119-5a32-402f-ac1c-7012f2ad5a62",
"instructions": null,
"name": "Final: tech report",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: tech report",
"sort_order": 107,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Guest access issues need immediate escalation.",
"options": [
{
"id": "a",
"label": "Confirm property/guest/code/date window and escalate immediately"
},
{
"id": "b",
"label": "Ignore until checkout"
},
{
"id": "c",
"label": "Factory reset the lock without approval"
},
{
"id": "d",
"label": "Give them a master code from memory"
}
],
"points": 1,
"prompt": "A guest cannot get into the property because the smart lock code does not work. What should staff do?",
"question_type": "multiple_choice"
},
"id": "902789f2-ba12-44b7-a267-7c9d3bab0d82",
"instructions": null,
"name": "Final: guest lock access",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: guest lock access",
"sort_order": 108,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"correct_answer": "a",
"explanation": "Restore power safely and document.",
"options": [
{
"id": "a",
"label": "Plug it back in if safe, wait for restart, test, and document"
},
{
"id": "b",
"label": "Factory reset it"
},
{
"id": "c",
"label": "Throw it away"
},
{
"id": "d",
"label": "Change the WiFi name"
}
],
"points": 1,
"prompt": "A cleaner finds the router unplugged. What is the best first action?",
"question_type": "multiple_choice"
},
"id": "ce38fc86-10ee-4224-a007-a86e9fe0e868",
"instructions": null,
"name": "Final: unplugged router",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: unplugged router",
"sort_order": 109,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says WiFi is not working. Write the safe first checks you would perform before escalating.",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention checking property notes, WiFi name/password, power, cables, router/modem lights, other devices, approved restart, testing, documenting, and escalating if unresolved."
},
"id": "5af3cecc-7e5e-43ea-bbb1-5277deb6954c",
"instructions": null,
"name": "Final: WiFi scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: WiFi scenario",
"sort_order": 110,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says the Roku does not work and the TV says No Signal. What would you check?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention TV power, remote batteries, input/source, HDMI cable, Roku power, WiFi connection, Roku remote/app if approved, and reporting if unresolved."
},
"id": "85752671-51a3-4dc7-956c-c624789e22a1",
"instructions": null,
"name": "Final: Roku scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku scenario",
"sort_order": 111,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"max_length": 900,
"points": 3,
"prompt": "Scenario: A lock code does not work for a guest arriving now. What should you avoid doing and what should you report?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention not sharing master/admin codes, not factory resetting, not deleting codes, confirming guest/property/code/time window, checking door/battery/keypad, escalating immediately, and documenting guest access impact."
},
"id": "55864036-82f6-408a-ac43-987ad9609dec",
"instructions": null,
"name": "Final: lock scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock scenario",
"sort_order": 112,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Safe triage and authorization rules are central to this course.",
"options": [
{
"id": "a",
"label": "Simple safe checks first, risky account/security changes only with authorization"
},
{
"id": "b",
"label": "Always factory reset first"
},
{
"id": "c",
"label": "Never document tech issues"
},
{
"id": "d",
"label": "Share all admin credentials with guests"
}
],
"points": 1,
"prompt": "Which statement best reflects this course?",
"question_type": "multiple_choice"
},
"id": "7d63799e-7701-4472-84ac-da4d633be439",
"instructions": null,
"name": "Final: course summary",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: course summary",
"sort_order": 113,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Streaming device problems are often power, input, HDMI, remote, or WiFi related.",
"options": [
{
"id": "a",
"label": "Correct TV input/source"
},
{
"id": "b",
"label": "Streaming device power"
},
{
"id": "c",
"label": "Remote batteries"
},
{
"id": "d",
"label": "WiFi connection"
},
{
"id": "e",
"label": "HDMI connection"
},
{
"id": "f",
"label": "Buying a new subscription immediately"
}
],
"points": 2,
"prompt": "Amazon Fire TV Stick and Roku problems often start with which basic checks?",
"question_type": "multiple_select"
},
"id": "6be395f5-4ee0-41b9-91b1-6a99cc9308bc",
"instructions": null,
"name": "Final: streaming device checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: streaming device checks",
"sort_order": 114,
"source_node_id": null,
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},
{
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Cameras and doorbells are security devices and account/security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset device"
},
{
"id": "b",
"label": "Delete device from owner account"
},
{
"id": "c",
"label": "Change owner account credentials"
},
{
"id": "d",
"label": "Disable recording/security settings"
},
{
"id": "e",
"label": "Check whether the camera is physically present and powered"
}
],
"points": 2,
"prompt": "Which actions should field staff avoid with Ring, Blink, Arlo, or other security cameras unless authorized?",
"question_type": "multiple_select"
},
"id": "89f95fb1-c0d1-4f27-a546-b811c9138f76",
"instructions": null,
"name": "Final: camera security restrictions",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: camera security restrictions",
"sort_order": 115,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"correct_answer": "a",
"explanation": "No Signal usually points to input/source, power, or HDMI before deeper troubleshooting.",
"options": [
{
"id": "a",
"label": "Check TV input/source and Fire TV Stick power/HDMI connection"
},
{
"id": "b",
"label": "Factory reset the Fire TV Stick"
},
{
"id": "c",
"label": "Buy a paid app subscription"
},
{
"id": "d",
"label": "Change the WiFi password"
}
],
"points": 1,
"prompt": "A guest says the Fire TV Stick is not working and the TV says No Signal. What is the best first check?",
"question_type": "multiple_choice"
},
"id": "7fd1c2c4-d20a-4ec4-8187-cc14bb32744d",
"instructions": null,
"name": "Final: Fire TV no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Fire TV no signal",
"sort_order": 116,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"correct_answer": "a",
"explanation": "A dropped remote often has loose or incorrectly installed batteries. This should be checked first.",
"options": [
{
"id": "a",
"label": "Battery direction, battery seating, and whether the batteries are firmly installed."
},
{
"id": "b",
"label": "Factory reset the streaming device immediately."
},
{
"id": "c",
"label": "Change the WiFi password."
},
{
"id": "d",
"label": "Buy a new subscription."
}
],
"points": 1,
"prompt": "A guest says the Roku or Fire TV remote stopped working after it fell on the floor. What should be checked before pairing, resetting, or replacing the remote?",
"question_type": "multiple_choice"
},
"id": "d679b08c-459e-4351-a1c9-12e30da0cc5b",
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"name": "Final: dropped remote batteries",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: dropped remote batteries",
"sort_order": 117,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
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"pass_threshold_percent": 80,
"prerequisite_lesson_ids": [
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"shuffle_questions": true
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"instructions": null,
"name": "House Tech Troubleshooting Final Assessment",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment",
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{
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"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM",
"body": "Use when: Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.\n\nQuick diagnosis: If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.\n\nGuest impact: medium/high if TV is a promised amenity.\n\nAuthorized staff: cleaner, inspector, maintenance, PM\n\nEscalation: Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"content_kind": "reference_library",
"device_brand": "Generic TV",
"device_category": "TV / HDMI",
"device_model_or_family": "TV / HDMI",
"do_not_do": [
"Do not factory reset TV.",
"Do not change paid subscriptions.",
"Do not log into personal streaming accounts.",
"Do not remove wall-mounted TV."
],
"escalation_rule": "Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV is a promised amenity.",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [
"TV screen error message.",
"Remote.",
"HDMI input/source screen.",
"Streaming device plugged into HDMI if visible."
],
"problem_specific": true,
"problem_types": [
"No Signal / Wrong Input"
],
"quick_diagnosis": "If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.",
"quick_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"reference_category": "TV Input / No Signal",
"reference_id": "tv-no-signal-hdmi-input",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"instructions": null,
"name": "TV says \"No Signal\" \u2014 HDMI/Input Fix",
"node_type": "content_step",
"parent_node_id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal/TV says \"No Signal\" \u2014 HDMI/Input Fix",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV Input / No Signal",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-input-no-signal"
},
"id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"instructions": null,
"name": "TV Input / No Signal",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal",
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM, guest_services",
"body": "Use when: Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced.\n\nQuick diagnosis: If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.\n\nGuest impact: medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.\n\nAuthorized staff: cleaner, inspector, maintenance, PM, guest_services\n\nEscalation: Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.\n\nNext references: After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"device_model_or_family": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"do_not_do": [
"Do not assume the remote is broken until battery direction and seating have been checked.",
"Do not factory reset the TV, Roku, or Fire Stick because of a dead remote.",
"Do not buy a replacement remote until simple battery checks and pairing checks are complete.",
"Do not ask guests to open damaged or leaking batteries with bare hands."
],
"escalation_rule": "Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.",
"keywords": [
"remote dead",
"remote dropped",
"batteries wrong way",
"battery cover off",
"remote not working",
"no light on remote",
"batteries loose",
"spring side battery",
"plus minus battery",
"remote phone support"
],
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": false,
"phone_script": "Could you open the back of the remote for me? Sometimes when the remote drops, the batteries pop out or go back in the wrong way. Please take both batteries out, then match the plus and minus symbols inside the remote. The flat end usually goes against the spring. Once they are seated firmly, try the remote again.",
"photos_to_capture": [
"Battery compartment showing battery direction.",
"Remote front.",
"Battery cover if broken/missing.",
"Any corrosion or leakage."
],
"problem_specific": true,
"problem_types": [
"Remote dead after being dropped / batteries loose / batteries inserted incorrectly"
],
"quick_diagnosis": "If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.",
"quick_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"reference_category": "TV / Remotes",
"reference_id": "remote-dropped-batteries-wrong-way",
"reference_link_notes": "After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "internal_operational_knowledge",
"source_trust_level": "high",
"source_type": "internal_operational_knowledge",
"specific_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"video_source_present": true,
"when_to_use": "Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced."
},
"id": "f80485fe-4baa-40d8-b25f-402e6670e360",
"instructions": null,
"name": "Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"node_type": "content_step",
"parent_node_id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes/Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV / Remotes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-remotes"
},
"id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"instructions": null,
"name": "TV / Remotes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes",
"sort_order": 1,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.\n\nQuick diagnosis: Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.\n\nEscalation: Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku streaming player / Roku TV",
"device_model_or_family": "Roku streaming player / Roku TV",
"do_not_do": [
"Do not remove device from owner account.",
"Do not buy subscriptions.",
"Do not change Roku account email/password.",
"Do not factory reset unless authorized."
],
"escalation_rule": "Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://support.roku.com/article/check-your-network-connection",
"https://support.roku.com/article/fix-wifi-issues",
"https://support.roku.com/article/improve-your-wifi"
],
"photos_to_capture": [
"Roku network error.",
"Settings \u003e Network screen.",
"Router lights if relevant.",
"Roku device/TV location."
],
"problem_specific": true,
"problem_types": [
"WiFi setup / network connection"
],
"quick_diagnosis": "Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.",
"quick_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"reference_category": "Roku",
"reference_id": "roku-wifi-setup-check-connection",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.",
"youtube_url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
"id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"instructions": null,
"name": "Roku \u2014 Connect to WiFi and Run Network Check",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku \u2014 Connect to WiFi and Run Network Check",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=qzzXyJe8qpo",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.\n\nEscalation: Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"official_urls": [
"https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"https://support.roku.com/"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Remote missing / remote not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"reference_category": "Roku",
"reference_id": "roku-remote-missing-not-pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.",
"youtube_url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
"id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"instructions": null,
"name": "Roku Remote Missing or Not Pairing",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku Remote Missing or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=3_ueYmfYJ40",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Roku",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.roku"
},
"id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"instructions": null,
"name": "Roku",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku",
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.\n\nQuick diagnosis: Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.\n\nEscalation: Escalate if HDMI/input/power checks do not bring back Fire TV.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"device_model_or_family": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"do_not_do": [
"Do not factory reset.",
"Do not deregister Amazon account.",
"Do not buy apps/subscriptions.",
"Do not log into a personal Amazon account."
],
"escalation_rule": "Escalate if HDMI/input/power checks do not bring back Fire TV.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ"
],
"photos_to_capture": [
"TV No Signal screen.",
"HDMI port/input if accessible.",
"Fire Stick power connection.",
"Fire TV remote."
],
"problem_specific": true,
"problem_types": [
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],
"quick_diagnosis": "Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.",
"quick_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-no-signal",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"kind": "youtube",
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"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
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"kind": "youtube",
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"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
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"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
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"instructions": null,
"name": "Fire TV Stick \u2014 No Signal / Blank Screen",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Stick \u2014 No Signal / Blank Screen",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=uSjt385en60",
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},
{
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{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
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"kind": "youtube",
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"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.\n\nEscalation: Escalate if new batteries and official reset/pairing process do not restore control.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if new batteries and official reset/pairing process do not restore control.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GBSC9NRB9A9SNM2Y"
],
"photos_to_capture": [
"Remote front/back.",
"Battery compartment.",
"Fire TV device.",
"TV screen."
],
"problem_specific": true,
"problem_types": [
"Remote not working / not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-remote-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.",
"youtube_url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
"id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"instructions": null,
"name": "Fire TV Remote Not Working or Not Pairing",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Remote Not Working or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=otJRgI64m0M",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=qRRWflCg05o",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
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"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription.\n\nEscalation: Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not purchase paid content.",
"Do not enter your personal account.",
"Do not reset device.",
"Do not promise subscription availability unless property notes confirm it."
],
"escalation_rule": "Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"App login / subscription / account issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-app-login-subscription",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription."
},
"id": "e908cb9f-79cd-4e3e-bbd8-0c8993a7c84d",
"instructions": null,
"name": "Fire TV App Login or Subscription Issue",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV App Login or Subscription Issue",
"reference_media": [],
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.amazon-fire-tv-fire-stick"
},
"id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"instructions": null,
"name": "Amazon Fire TV / Fire Stick",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick",
"sort_order": 3,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline.\n\nEscalation: Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"content_kind": "reference_library",
"device_brand": "Generic router/modem",
"device_category": "Generic router/modem",
"device_model_or_family": "",
"do_not_do": [
"Do not press factory reset.",
"Do not change SSID/password.",
"Do not log into router admin panel unless authorized.",
"Do not move router permanently."
],
"escalation_rule": "Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Router/modem front lights.",
"Router/modem labels if not exposing password publicly.",
"Cable connections.",
"Error screen from guest device."
],
"problem_specific": true,
"problem_types": [
"Whole-property WiFi outage"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-router-full-outage",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"video_source_present": true,
"when_to_use": "Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline."
},
"id": "7ae89004-9126-4c96-9d7b-dcbd8c66c8ef",
"instructions": null,
"name": "Whole-property WiFi Down",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Whole-property WiFi Down",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when WiFi works near router but fails or buffers in another part of the property.\n\nEscalation: Escalate recurring weak-signal complaints for network upgrade.",
"content_kind": "reference_library",
"device_brand": "",
"device_category": "WiFi / Router",
"device_model_or_family": "",
"do_not_do": [
"Do not move router permanently without approval.",
"Do not unplug mesh nodes and leave them disconnected.",
"Do not change network names."
],
"escalation_rule": "Escalate recurring weak-signal complaints for network upgrade.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Extender/mesh node.",
"Router location.",
"Speed test screenshot if policy allows.",
"Problem room/location."
],
"problem_specific": true,
"problem_types": [
"Weak WiFi in room/pool area"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-weak-signal-bedroom-pool-area",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"video_source_present": true,
"when_to_use": "Use when WiFi works near router but fails or buffers in another part of the property."
},
"id": "5d2846c6-9653-4f3d-a0c1-f7a1fa5a5d15",
"instructions": null,
"name": "Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "WiFi / Router",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.wifi-router"
},
"id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"instructions": null,
"name": "WiFi / Router",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router",
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says their Schlage code does not unlock the door.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Schlage",
"device_category": "Encode / Encode Plus / keypad deadbolt",
"device_model_or_family": "Encode / Encode Plus / keypad deadbolt",
"do_not_do": [
"Do not share master/admin code.",
"Do not factory reset without approval.",
"Do not delete all user codes.",
"Do not leave property unlocked."
],
"escalation_rule": "Guest lockout is urgent. Escalate immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.schlage.com/en/home/support/programming-guides.html",
"official_urls": [
"https://www.schlage.com/en/home/support/programming-guides.html",
"https://www.schlage.com/en/home/support.html"
],
"photos_to_capture": [
"Lock keypad.",
"Door alignment/latch.",
"Battery warning if visible.",
"Error lights if visible."
],
"problem_specific": true,
"problem_types": [
"Guest code not working"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm correct code and active time window in approved system.",
"Ask whether keypad lights up when touched.",
"Check door is fully closed/aligned.",
"Check battery warning if visible.",
"Try code once carefully if authorized.",
"Use approved backup access if guest is locked out.",
"Check app/admin only if authorized.",
"Escalate immediately if guest is waiting."
],
"reference_category": "Schlage Locks",
"reference_id": "schlage-encode-code-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
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"instructions": null,
"name": "Yale Locks",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Yale Locks",
"sort_order": 7,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.\n\nQuick diagnosis: Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.\n\nEscalation: Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not delete device from account.",
"Do not factory reset.",
"Do not change owner credentials.",
"Do not disable recording/security settings.",
"Do not remove device unless authorized."
],
"escalation_rule": "Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices",
"https://ring.com/support/articles/8i61o/fixing-setup-issues"
],
"photos_to_capture": [
"Doorbell/camera.",
"App offline screen if authorized.",
"Router lights if relevant.",
"Physical damage or obstruction."
],
"problem_specific": true,
"problem_types": [
"Device offline"
],
"quick_diagnosis": "Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.",
"quick_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-device-offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.",
"youtube_url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
},
"id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"instructions": null,
"name": "Ring Doorbell or Camera Offline",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell or Camera Offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"id": "link:0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74:https://www.youtube.com/watch?v=ZUvcGQCRyFk",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working.\n\nEscalation: Escalate if doorbell/camera is a listed amenity or security device.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not change notification or security settings without approval.",
"Do not remove or reset the doorbell."
],
"escalation_rule": "Escalate if doorbell/camera is a listed amenity or security device.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Doorbell not ringing / chime issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-doorbell-not-ringing",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working."
},
"id": "bed4e388-3c78-4b49-8c62-9b3f8fd1179e",
"instructions": null,
"name": "Ring Doorbell Not Ringing or Chime Not Working",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell Not Ringing or Chime Not Working",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.ring-doorbells-and-cameras"
},
"id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"instructions": null,
"name": "Ring Doorbells \u0026 Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras",
"sort_order": 8,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when a Blink camera shows offline or live view does not work.\n\nEscalation: Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not delete camera from account.",
"Do not factory reset without approval.",
"Do not move camera permanently.",
"Do not change owner account."
],
"escalation_rule": "Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"official_urls": [
"https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide",
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting"
],
"photos_to_capture": [
"Camera.",
"Sync Module lights.",
"App offline screen if authorized.",
"Battery compartment if relevant."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when a Blink camera shows offline or live view does not work."
},
"id": "dad0ded5-1c2d-4a01-82f9-660ddfa0bdb5",
"instructions": null,
"name": "Blink Camera Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when multiple Blink cameras are offline or Sync Module LED indicates issue.\n\nEscalation: Escalate if Sync Module cannot reconnect.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset unless authorized.",
"Do not delete Sync Module from account."
],
"escalation_rule": "Escalate if Sync Module cannot reconnect.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"official_urls": [
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Sync Module offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-sync-module-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when multiple Blink cameras are offline or Sync Module LED indicates issue."
},
"id": "dc7e11a2-ab67-4ca9-81cb-344bf739bc41",
"instructions": null,
"name": "Blink Sync Module Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Sync Module Offline",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Blink Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.blink-cameras"
},
"id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"instructions": null,
"name": "Blink Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras",
"sort_order": 9,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue.\n\nEscalation: Escalate if account/app access or security issue is involved.",
"content_kind": "reference_library",
"device_brand": "Arlo",
"device_category": "Arlo",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset.",
"Do not remove device from account.",
"Do not change owner security settings."
],
"escalation_rule": "Escalate if account/app access or security issue is involved.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"official_urls": [
"https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"https://www.arlo.com/en_gb/support/faq/1133448/My-Arlo-wire-free-camera-is-offline-how-can-I-troubleshoot-it",
"https://kb.arlo.com/000062993/How-to-access-the-Arlo-Support-Center"
],
"photos_to_capture": [
"Camera.",
"Base station/SmartHub lights.",
"App offline screen if authorized."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"reference_category": "Arlo Cameras",
"reference_id": "arlo-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue."
},
"id": "f542602e-5453-40bd-acad-739ac857dfab",
"instructions": null,
"name": "Arlo Camera Offline",
"node_type": "content_step",
"parent_node_id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras/Arlo Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Arlo Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.arlo-cameras"
},
"id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"instructions": null,
"name": "Arlo Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras",
"sort_order": 10,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern.\n\nEscalation: Always escalate guest camera/privacy concerns immediately.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "Generic",
"device_model_or_family": "",
"do_not_do": [
"Do not tell guest \"it is definitely legal.\"",
"Do not disable recording unless authorized.",
"Do not move/remove camera.",
"Do not discuss owner private settings.",
"Do not share account access."
],
"escalation_rule": "Always escalate guest camera/privacy concerns immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Guest privacy/security concern"
],
"quick_diagnosis": "",
"quick_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"reference_category": "Generic WiFi Cameras",
"reference_id": "camera-privacy-guest-concern",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"video_source_present": false,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern."
},
"id": "b10f09e1-5f25-4587-8f3e-321e1b306c4c",
"instructions": null,
"name": "Guest Concern About Camera or Doorbell",
"node_type": "content_step",
"parent_node_id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras/Guest Concern About Camera or Doorbell",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Generic WiFi Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.generic-wifi-cameras"
},
"id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"instructions": null,
"name": "Generic WiFi Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras",
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"body": "Do not do these unless authorized:\n- Factory reset a router.\n- Factory reset a smart lock.\n- Delete lock users or access codes.\n- Change WiFi name or password.\n- Change owner account email.\n- Pair devices to your personal account unless approved.\n- Share private owner/admin credentials.\n- Give a guest a master/admin code.\n- Remove security settings.\n- Subscribe to paid TV services.\n- Buy apps or services on a guest/owner account.",
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"acknowledgment_label": "I understand that house tech troubleshooting must follow property notes and authorization rules.",
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"correct_answer": "a",
"explanation": "The field team should confirm, safely check, document, and escalate.",
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"body": "Most house tech problems follow the same first-stage process. Staff should learn this process once, then use the reference library for device-specific instructions.\n\nUniversal triage method:\n\n1. Confirm the guest issue.\nAsk: What exactly is not working? What screen/message/code/error are they seeing?\n\n2. Identify the device.\nTV, Roku, Fire TV Stick, router, smart lock, Ring doorbell, Blink camera, Arlo camera, thermostat, soundbar, garage opener, etc.\n\n3. Check property notes.\nLook for model, app owner, WiFi name, HDMI input, lock brand, battery type, router location, backup access, and special warnings.\n\n4. Check safe visible basics.\nPower, correct remote, correct input, loose cable, visible damage, low/dead batteries, WiFi status, door alignment, device physically present.\n\n5. Do not make risky changes.\nNo factory resets, account changes, subscription purchases, lock code deletion, camera repositioning, owner credential sharing, or master code sharing unless authorized.\n\n6. Use the reference library.\nOpen the exact device/problem guide and follow the brand-specific instructions.\n\n7. Document clearly.\nCapture photos/screenshots, what you checked, what changed, and whether guest use is affected.\n\n8. Escalate when needed.\nEscalate fast for lock access, WiFi outage, promised amenity failure, security cameras, privacy concerns, or account/admin issues.",
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"body": "Training teaches the method.\n\nReference teaches the device.\n\nDo not try to memorize every Roku, Fire TV, Schlage, Kwikset, Ring, Blink, or Arlo process. Instead, learn how to triage safely and then open the correct reference article or video.\n\nExamples:\n- Training teaches: do not factory reset without approval.\n- Reference teaches: how to pair a Fire TV remote using Amazon\u0027s current support process.\n- Training teaches: cameras are security/privacy devices.\n- Reference teaches: Ring offline-device troubleshooting and reconnect steps.\n- Training teaches: wrong TV input often causes \"No Signal.\"\n- Reference teaches: Fire TV no-signal path versus Roku no-signal path.",
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"acknowledgment_label": "I understand that general triage belongs in the training course, while device-specific fixes belong in the reference library.",
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"explanation": "The reference library should provide device-specific steps and links.",
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"label": "Guess from memory."
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}
],
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"prompt": "What should staff do after basic safe checks if the issue is device-specific?",
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"label": "Guest impact."
},
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"label": "Photos/screenshots where useful."
},
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"label": "A vague note saying \"broken.\""
}
],
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"prompt": "Which information should be captured before escalation?",
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},
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"body": "When WiFi is not working, start with simple checks.\n\nBasic checks:\n1. Confirm the correct WiFi network name.\n2. Confirm the password from property notes.\n3. Check whether other devices connect.\n4. Check router/modem power.\n5. Check whether cables are loose.\n6. Check whether the internet provider modem is online.\n7. Check whether the router has warning lights.\n8. Restart the modem/router only if approved.\n9. Wait long enough for the network to return.\n10. Document what was checked.\n\nFor Roku devices, Roku\u0027s official support says WiFi setup is normally:\nHome \u003e Settings \u003e Network \u003e Set up connection \u003e Wired or Wireless \u003e choose network \u003e enter password.",
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"body": "If approved to restart network equipment:\n\n1. Unplug modem and router.\n2. Wait about 15 seconds.\n3. Plug in the modem first.\n4. Wait for modem lights to stabilize.\n5. Plug in router.\n6. Wait for WiFi to return.\n7. Test with a phone or property device.\n8. Document result.\n\nDo not press reset buttons unless specifically authorized. Reset buttons can erase configuration.",
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"body": "Many guest TV issues are caused by simple things:\n- TV is on wrong input.\n- Roku/streaming stick is unplugged.\n- Remote batteries are dead.\n- Guest is using the wrong remote.\n- TV is not connected to WiFi.\n- HDMI cable is loose.\n- Soundbar is on wrong input.\n- Streaming app is logged out.\n- Device needs a restart.\n\nBasic TV checks:\n1. Confirm TV has power.\n2. Confirm remote batteries.\n3. Confirm correct remote.\n4. Check input/source button.\n5. Confirm Roku/stick/box is powered.\n6. Check HDMI cable.\n7. Confirm WiFi connection.\n8. Restart TV/streaming device if approved.\n9. Do not buy subscriptions or change account settings.\n10. Report if unresolved.",
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"body": "Common Roku issues:\n- Roku is not connected to WiFi.\n- Roku remote is not paired.\n- Remote batteries are dead.\n- TV is on wrong input.\n- Roku stick is not powered.\n- App is logged out.\n- Internet is slow.\n- Roku needs restart.\n- Guest is trying to use TV remote instead of Roku remote.\n\nSafe checks:\n1. Check TV input/source.\n2. Check Roku power.\n3. Check remote batteries.\n4. Try Roku mobile app if approved and on same network.\n5. Check Settings \u003e Network \u003e Check connection.\n6. Restart Roku if needed.\n7. Do not change subscriptions or owner account details.",
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"body": "Roku official support references\n\u2022 Roku \u2014 Connect your streaming device to the internet \u2014 Use for WiFi setup steps.\n https://support.roku.com/article/connect-to-wifi\n\u2022 Roku \u2014 Fix WiFi issues \u2014 Use for connection problems and error codes.\n https://support.roku.com/article/fix-wifi-issues\n\u2022 Roku \u2014 Check your network connection \u2014 Use for network test steps.\n https://support.roku.com/article/check-your-network-connection\n\u2022 Roku \u2014 Connect your phone to Roku \u2014 Use when approved to use phone as temporary remote.\n https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player\n\u2022 Roku \u2014 Improve WiFi \u2014 Use for restart order and signal improvement.\n https://support.roku.com/article/improve-your-wifi",
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"body": "A very common remote-control problem is simple but easy to miss.\n\nGuests often drop a remote on the floor. The battery cover comes off, the batteries spring out, and the guest puts the batteries back the wrong way round or leaves one battery slightly loose.\n\nThis can make the remote appear completely dead even when the batteries are good.\n\nWhen supporting a guest by phone, ask them to check:\n\n1. Is the battery cover missing or loose?\n2. Did the remote recently fall or get dropped?\n3. Are both batteries installed?\n4. Are the batteries facing the correct direction?\n5. Does the flat end of each battery touch the spring?\n6. Are the + and - symbols aligned with the markings inside the remote?\n7. Are the batteries seated firmly?\n8. Is there corrosion or liquid damage inside the battery compartment?\n9. Does the remote light up after reinstalling the batteries?\n10. If available, try a fresh matching pair of batteries.\n\nUseful phone phrase:\n\"Could you open the battery cover and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\nImportant:\nDo not assume \"the batteries are in\" means they are in correctly.",
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"body": "A useful tech report includes:\n- Property name/address.\n- Device type and brand/model if known.\n- What the guest reported.\n- What you observed.\n- Photos/video if useful.\n- What steps you tried.\n- Result of each step.\n- Whether guest access/amenity is affected.\n- Urgency.\n- Whether specialist/vendor follow-up is needed.\n\nBad report:\n\"TV broken.\"\n\nGood report:\n\"Living room Roku TV shows No Signal. HDMI cable connected to HDMI 2. Roku stick has power light. Replaced remote batteries. TV works on HDMI 2 after input changed. No further action needed.\"",
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"body": "Ring doorbells, Ring cameras, Blink cameras, Arlo cameras, and other WiFi cameras should be treated as security devices.\n\nField staff may check simple visible issues:\n- Device has power or charged battery.\n- WiFi/router is working.\n- Device is physically present and not damaged.\n- Camera lens is not blocked.\n- Doorbell is mounted securely.\n- App shows offline if staff has authorized app access.\n- Chime or doorbell function can be tested if approved.\n\nDo not:\n- Factory reset cameras or doorbells without approval.\n- Delete devices from owner accounts.\n- Change owner account email or password.\n- Share owner credentials.\n- Disable recording or privacy/security settings.\n- Reconnect to a different WiFi network unless authorized.\n- Remove a doorbell/camera unless instructed.\n\nEscalate quickly if a guest access, security, owner privacy, or promised amenity issue is involved.",
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"body": "House Tech Troubleshooting Quick Reference (problem-first)\n\n1. TV says No Signal\n- Try Input/Source on the TV remote.\n- Match HDMI port to Roku, Fire TV Stick, or cable box.\n- Confirm streaming device power and HDMI connection.\n- Reseat HDMI cable if safe and accessible.\n- Photo: TV screen + HDMI device.\n- Escalate if unresolved after correct input and power checks.\n\n2. Roku not working\n- Home \u003e Settings \u003e Network \u003e Set up connection \u003e Check connection.\n- Check remote batteries and pairing (IR vs pairing remote).\n- If remote was dropped: check battery cover, direction (+ / -), and firm seating against spring.\n- Use Roku mobile app only if approved and on property WiFi.\n- Do not change owner account or buy subscriptions.\n- Escalate account/subscription or whole-property WiFi issues.\n\nREMOTE STOPPED WORKING AFTER BEING DROPPED:\n- Ask if the remote was dropped and if the battery cover came off.\n- Ask guest to remove both batteries and reinstall matching + / - markings inside the remote.\n- Flat battery end usually touches the spring; batteries must be seated firmly.\n- Try fresh matching batteries if available.\n- Only then move to remote pairing or replacement.\n- Escalate if contacts are corroded, remote is cracked, or remote still does not respond.\nPhone phrase: \"Could you open the back of the remote and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\n3. Fire TV Stick not working\n- Check TV HDMI input and Fire Stick power adapter.\n- Restart Fire Stick if approved (unplug 30\u201360 seconds).\n- Pair/reset remote using Amazon official support steps.\n- Do not buy subscriptions, deregister, or factory reset.\n- Escalate app login/subscription issues immediately.\n\n4. WiFi down (whole property)\n- Test multiple devices; confirm WiFi name/password from property notes.\n- Check router/modem power and service lights.\n- Restart modem then router only if approved (never factory reset).\n- Photo router/modem lights and cables.\n- Escalate if ISP/service light out or restart fails.\n\n5. Weak WiFi in remote room/pool area\n- Confirm WiFi works near router.\n- Check mesh/extender power and lights.\n- Report location-specific weakness for network upgrade.\n\n6. Smart lock code not working (Schlage / Kwikset / Yale)\n- Confirm property, guest, code, and active time window.\n- Check keypad wake, door alignment, and battery status.\n- Use approved backup access for lockouts.\n- Never share master/admin code or factory reset without approval.\n- Escalate lockouts immediately.\n\n7. Ring / Blink / Arlo camera offline\n- Check property WiFi/router first.\n- Check device power/battery and Sync Module/base station if applicable.\n- Follow official manufacturer offline guide.\n- Do not reset, delete, move, or change account settings without approval.\n- Escalate privacy/security guest concerns immediately.\n\n8. Good tech report (always include)\n- Device brand/model.\n- Exact problem and error message/photo.\n- Steps tried.\n- Guest impact and urgency.\n- Recommended next action.",
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"id": "b",
"label": "What was reported"
},
{
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"label": "What was checked"
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{
"id": "d",
"label": "Results of each step"
},
{
"id": "e",
"label": "Urgency"
},
{
"id": "f",
"label": "\"Broken\" only"
}
],
"points": 2,
"prompt": "What should a good tech report include?",
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"pass_threshold_percent": 80,
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"body": "This final assessment draws 8 random questions from a bank of 18. You need 80% to pass. Long-form scenario answers are marked for manager review. Open the reference library anytime from the program overview if you need quick steps during review.",
"content_kind": "text"
},
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"correct_answer": "a",
"explanation": "Confirm, safely check, document, and escalate.",
"options": [
{
"id": "a",
"label": "Safe triage, documentation, and escalation"
},
{
"id": "b",
"label": "Factory reset all devices"
},
{
"id": "c",
"label": "Change owner accounts"
},
{
"id": "d",
"label": "Share admin passwords"
}
],
"points": 1,
"prompt": "What is the field team\u0027s main role in house tech troubleshooting?",
"question_type": "multiple_choice"
},
"id": "be11feaf-082a-4350-a409-401bb2c132ff",
"instructions": null,
"name": "Final: field team role",
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"sort_order": 100,
"source_node_id": null,
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"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Account and security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset router"
},
{
"id": "b",
"label": "Factory reset smart lock"
},
{
"id": "c",
"label": "Change WiFi password"
},
{
"id": "d",
"label": "Delete access codes"
},
{
"id": "e",
"label": "Check if the TV is on the wrong input"
}
],
"points": 2,
"prompt": "Which actions should not be done unless authorized?",
"question_type": "multiple_select"
},
"id": "c3a6407b-92a1-4db2-874e-b6a56e9376fb",
"instructions": null,
"name": "Final: unauthorized actions",
"node_type": "question",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: unauthorized actions",
"sort_order": 101,
"source_node_id": null,
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},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Start with visible, safe checks.",
"options": [
{
"id": "a",
"label": "Confirm WiFi name/password"
},
{
"id": "b",
"label": "Check router/modem power"
},
{
"id": "c",
"label": "Check loose cables"
},
{
"id": "d",
"label": "Check whether other devices connect"
},
{
"id": "e",
"label": "Press factory reset button"
}
],
"points": 2,
"prompt": "Which are safe first checks for WiFi issues?",
"question_type": "multiple_select"
},
"id": "c8c97246-5b98-4323-83da-8eea7d372f42",
"instructions": null,
"name": "Final: WiFi checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: WiFi checks",
"sort_order": 102,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "Wrong input or HDMI device issues are common.",
"options": [
{
"id": "a",
"label": "Wrong input/source or disconnected HDMI device"
},
{
"id": "b",
"label": "Dirty towel"
},
{
"id": "c",
"label": "Empty soap dispenser"
},
{
"id": "d",
"label": "Low pool water"
}
],
"points": 1,
"prompt": "A TV says \"No Signal.\" What is a likely issue?",
"question_type": "multiple_choice"
},
"id": "1b64ab49-288d-4b28-8913-fc899eb8ed72",
"instructions": null,
"name": "Final: no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: no signal",
"sort_order": 103,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Roku issues are often power, input, remote, network, or account related.",
"options": [
{
"id": "a",
"label": "Wrong input"
},
{
"id": "b",
"label": "Roku not powered"
},
{
"id": "c",
"label": "Remote batteries dead"
},
{
"id": "d",
"label": "WiFi disconnected"
},
{
"id": "e",
"label": "App/account issue"
}
],
"points": 2,
"prompt": "Which are common Roku issue causes?",
"question_type": "multiple_select"
},
"id": "fb3bed5d-d3e2-4353-bfb6-65e7e7412538",
"instructions": null,
"name": "Final: Roku causes",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku causes",
"sort_order": 104,
"source_node_id": null,
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},
{
"extra": {
"correct_answer": "a",
"explanation": "Locks control guest access.",
"options": [
{
"id": "a",
"label": "They control property access and security"
},
{
"id": "b",
"label": "They are decorative only"
},
{
"id": "c",
"label": "They never affect guests"
},
{
"id": "d",
"label": "They do not need batteries"
}
],
"points": 1,
"prompt": "Why must smart locks be handled carefully?",
"question_type": "multiple_choice"
},
"id": "6e68ca5b-8989-4a2c-8a6d-ebe5fd02eb07",
"instructions": null,
"name": "Final: lock security",
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"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock security",
"sort_order": 105,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Security changes need authorization.",
"options": [
{
"id": "a",
"label": "Share master code"
},
{
"id": "b",
"label": "Factory reset"
},
{
"id": "c",
"label": "Delete access codes"
},
{
"id": "d",
"label": "Add personal account"
},
{
"id": "e",
"label": "Confirm the door is closed"
}
],
"points": 2,
"prompt": "Which smart lock actions should require authorization?",
"question_type": "multiple_select"
},
"id": "4ab06b33-83fe-4c31-9538-eddc9b2dab32",
"instructions": null,
"name": "Final: lock authorization",
"node_type": "question",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock authorization",
"sort_order": 106,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Detailed reports speed resolution.",
"options": [
{
"id": "a",
"label": "Device type/brand"
},
{
"id": "b",
"label": "Problem observed"
},
{
"id": "c",
"label": "Steps tried"
},
{
"id": "d",
"label": "Result of each step"
},
{
"id": "e",
"label": "Guest impact/urgency"
}
],
"points": 2,
"prompt": "What should be included in a useful tech report?",
"question_type": "multiple_select"
},
"id": "efd27119-5a32-402f-ac1c-7012f2ad5a62",
"instructions": null,
"name": "Final: tech report",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: tech report",
"sort_order": 107,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"correct_answer": "a",
"explanation": "Guest access issues need immediate escalation.",
"options": [
{
"id": "a",
"label": "Confirm property/guest/code/date window and escalate immediately"
},
{
"id": "b",
"label": "Ignore until checkout"
},
{
"id": "c",
"label": "Factory reset the lock without approval"
},
{
"id": "d",
"label": "Give them a master code from memory"
}
],
"points": 1,
"prompt": "A guest cannot get into the property because the smart lock code does not work. What should staff do?",
"question_type": "multiple_choice"
},
"id": "902789f2-ba12-44b7-a267-7c9d3bab0d82",
"instructions": null,
"name": "Final: guest lock access",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: guest lock access",
"sort_order": 108,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"correct_answer": "a",
"explanation": "Restore power safely and document.",
"options": [
{
"id": "a",
"label": "Plug it back in if safe, wait for restart, test, and document"
},
{
"id": "b",
"label": "Factory reset it"
},
{
"id": "c",
"label": "Throw it away"
},
{
"id": "d",
"label": "Change the WiFi name"
}
],
"points": 1,
"prompt": "A cleaner finds the router unplugged. What is the best first action?",
"question_type": "multiple_choice"
},
"id": "ce38fc86-10ee-4224-a007-a86e9fe0e868",
"instructions": null,
"name": "Final: unplugged router",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: unplugged router",
"sort_order": 109,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says WiFi is not working. Write the safe first checks you would perform before escalating.",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention checking property notes, WiFi name/password, power, cables, router/modem lights, other devices, approved restart, testing, documenting, and escalating if unresolved."
},
"id": "5af3cecc-7e5e-43ea-bbb1-5277deb6954c",
"instructions": null,
"name": "Final: WiFi scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: WiFi scenario",
"sort_order": 110,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says the Roku does not work and the TV says No Signal. What would you check?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention TV power, remote batteries, input/source, HDMI cable, Roku power, WiFi connection, Roku remote/app if approved, and reporting if unresolved."
},
"id": "85752671-51a3-4dc7-956c-c624789e22a1",
"instructions": null,
"name": "Final: Roku scenario",
"node_type": "question",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku scenario",
"sort_order": 111,
"source_node_id": null,
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},
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"max_length": 900,
"points": 3,
"prompt": "Scenario: A lock code does not work for a guest arriving now. What should you avoid doing and what should you report?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention not sharing master/admin codes, not factory resetting, not deleting codes, confirming guest/property/code/time window, checking door/battery/keypad, escalating immediately, and documenting guest access impact."
},
"id": "55864036-82f6-408a-ac43-987ad9609dec",
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"name": "Final: lock scenario",
"node_type": "question",
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"sort_order": 112,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"correct_answer": "a",
"explanation": "Safe triage and authorization rules are central to this course.",
"options": [
{
"id": "a",
"label": "Simple safe checks first, risky account/security changes only with authorization"
},
{
"id": "b",
"label": "Always factory reset first"
},
{
"id": "c",
"label": "Never document tech issues"
},
{
"id": "d",
"label": "Share all admin credentials with guests"
}
],
"points": 1,
"prompt": "Which statement best reflects this course?",
"question_type": "multiple_choice"
},
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"name": "Final: course summary",
"node_type": "question",
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"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: course summary",
"sort_order": 113,
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"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Streaming device problems are often power, input, HDMI, remote, or WiFi related.",
"options": [
{
"id": "a",
"label": "Correct TV input/source"
},
{
"id": "b",
"label": "Streaming device power"
},
{
"id": "c",
"label": "Remote batteries"
},
{
"id": "d",
"label": "WiFi connection"
},
{
"id": "e",
"label": "HDMI connection"
},
{
"id": "f",
"label": "Buying a new subscription immediately"
}
],
"points": 2,
"prompt": "Amazon Fire TV Stick and Roku problems often start with which basic checks?",
"question_type": "multiple_select"
},
"id": "6be395f5-4ee0-41b9-91b1-6a99cc9308bc",
"instructions": null,
"name": "Final: streaming device checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: streaming device checks",
"sort_order": 114,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Cameras and doorbells are security devices and account/security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset device"
},
{
"id": "b",
"label": "Delete device from owner account"
},
{
"id": "c",
"label": "Change owner account credentials"
},
{
"id": "d",
"label": "Disable recording/security settings"
},
{
"id": "e",
"label": "Check whether the camera is physically present and powered"
}
],
"points": 2,
"prompt": "Which actions should field staff avoid with Ring, Blink, Arlo, or other security cameras unless authorized?",
"question_type": "multiple_select"
},
"id": "89f95fb1-c0d1-4f27-a546-b811c9138f76",
"instructions": null,
"name": "Final: camera security restrictions",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: camera security restrictions",
"sort_order": 115,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "No Signal usually points to input/source, power, or HDMI before deeper troubleshooting.",
"options": [
{
"id": "a",
"label": "Check TV input/source and Fire TV Stick power/HDMI connection"
},
{
"id": "b",
"label": "Factory reset the Fire TV Stick"
},
{
"id": "c",
"label": "Buy a paid app subscription"
},
{
"id": "d",
"label": "Change the WiFi password"
}
],
"points": 1,
"prompt": "A guest says the Fire TV Stick is not working and the TV says No Signal. What is the best first check?",
"question_type": "multiple_choice"
},
"id": "7fd1c2c4-d20a-4ec4-8187-cc14bb32744d",
"instructions": null,
"name": "Final: Fire TV no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Fire TV no signal",
"sort_order": 116,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"correct_answer": "a",
"explanation": "A dropped remote often has loose or incorrectly installed batteries. This should be checked first.",
"options": [
{
"id": "a",
"label": "Battery direction, battery seating, and whether the batteries are firmly installed."
},
{
"id": "b",
"label": "Factory reset the streaming device immediately."
},
{
"id": "c",
"label": "Change the WiFi password."
},
{
"id": "d",
"label": "Buy a new subscription."
}
],
"points": 1,
"prompt": "A guest says the Roku or Fire TV remote stopped working after it fell on the floor. What should be checked before pairing, resetting, or replacing the remote?",
"question_type": "multiple_choice"
},
"id": "d679b08c-459e-4351-a1c9-12e30da0cc5b",
"instructions": null,
"name": "Final: dropped remote batteries",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: dropped remote batteries",
"sort_order": 117,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_library": true,
"reference_only": true,
"searchable": true
},
"id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"instructions": null,
"name": "House Tech Reference Library",
"node_type": "module",
"parent_node_id": "7df8ac41-1e47-445c-82f3-8f40af31667a",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library",
"sort_order": 6,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV Input / No Signal",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-input-no-signal"
},
"id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"instructions": null,
"name": "TV Input / No Signal",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal",
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM",
"body": "Use when: Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.\n\nQuick diagnosis: If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.\n\nGuest impact: medium/high if TV is a promised amenity.\n\nAuthorized staff: cleaner, inspector, maintenance, PM\n\nEscalation: Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"content_kind": "reference_library",
"device_brand": "Generic TV",
"device_category": "TV / HDMI",
"device_model_or_family": "TV / HDMI",
"do_not_do": [
"Do not factory reset TV.",
"Do not change paid subscriptions.",
"Do not log into personal streaming accounts.",
"Do not remove wall-mounted TV."
],
"escalation_rule": "Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV is a promised amenity.",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [
"TV screen error message.",
"Remote.",
"HDMI input/source screen.",
"Streaming device plugged into HDMI if visible."
],
"problem_specific": true,
"problem_types": [
"No Signal / Wrong Input"
],
"quick_diagnosis": "If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.",
"quick_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"reference_category": "TV Input / No Signal",
"reference_id": "tv-no-signal-hdmi-input",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"instructions": null,
"name": "TV says \"No Signal\" \u2014 HDMI/Input Fix",
"node_type": "content_step",
"parent_node_id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal/TV says \"No Signal\" \u2014 HDMI/Input Fix",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV / Remotes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-remotes"
},
"id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"instructions": null,
"name": "TV / Remotes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes",
"sort_order": 1,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM, guest_services",
"body": "Use when: Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced.\n\nQuick diagnosis: If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.\n\nGuest impact: medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.\n\nAuthorized staff: cleaner, inspector, maintenance, PM, guest_services\n\nEscalation: Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.\n\nNext references: After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"device_model_or_family": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"do_not_do": [
"Do not assume the remote is broken until battery direction and seating have been checked.",
"Do not factory reset the TV, Roku, or Fire Stick because of a dead remote.",
"Do not buy a replacement remote until simple battery checks and pairing checks are complete.",
"Do not ask guests to open damaged or leaking batteries with bare hands."
],
"escalation_rule": "Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.",
"keywords": [
"remote dead",
"remote dropped",
"batteries wrong way",
"battery cover off",
"remote not working",
"no light on remote",
"batteries loose",
"spring side battery",
"plus minus battery",
"remote phone support"
],
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": false,
"phone_script": "Could you open the back of the remote for me? Sometimes when the remote drops, the batteries pop out or go back in the wrong way. Please take both batteries out, then match the plus and minus symbols inside the remote. The flat end usually goes against the spring. Once they are seated firmly, try the remote again.",
"photos_to_capture": [
"Battery compartment showing battery direction.",
"Remote front.",
"Battery cover if broken/missing.",
"Any corrosion or leakage."
],
"problem_specific": true,
"problem_types": [
"Remote dead after being dropped / batteries loose / batteries inserted incorrectly"
],
"quick_diagnosis": "If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.",
"quick_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"reference_category": "TV / Remotes",
"reference_id": "remote-dropped-batteries-wrong-way",
"reference_link_notes": "After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "internal_operational_knowledge",
"source_trust_level": "high",
"source_type": "internal_operational_knowledge",
"specific_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"video_source_present": true,
"when_to_use": "Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced."
},
"id": "f80485fe-4baa-40d8-b25f-402e6670e360",
"instructions": null,
"name": "Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"node_type": "content_step",
"parent_node_id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes/Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Roku",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.roku"
},
"id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"instructions": null,
"name": "Roku",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku",
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.\n\nQuick diagnosis: Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.\n\nEscalation: Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku streaming player / Roku TV",
"device_model_or_family": "Roku streaming player / Roku TV",
"do_not_do": [
"Do not remove device from owner account.",
"Do not buy subscriptions.",
"Do not change Roku account email/password.",
"Do not factory reset unless authorized."
],
"escalation_rule": "Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://support.roku.com/article/check-your-network-connection",
"https://support.roku.com/article/fix-wifi-issues",
"https://support.roku.com/article/improve-your-wifi"
],
"photos_to_capture": [
"Roku network error.",
"Settings \u003e Network screen.",
"Router lights if relevant.",
"Roku device/TV location."
],
"problem_specific": true,
"problem_types": [
"WiFi setup / network connection"
],
"quick_diagnosis": "Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.",
"quick_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"reference_category": "Roku",
"reference_id": "roku-wifi-setup-check-connection",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.",
"youtube_url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
"id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"instructions": null,
"name": "Roku \u2014 Connect to WiFi and Run Network Check",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku \u2014 Connect to WiFi and Run Network Check",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=qzzXyJe8qpo",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.\n\nEscalation: Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"official_urls": [
"https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"https://support.roku.com/"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Remote missing / remote not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"reference_category": "Roku",
"reference_id": "roku-remote-missing-not-pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.",
"youtube_url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
"id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"instructions": null,
"name": "Roku Remote Missing or Not Pairing",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku Remote Missing or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=3_ueYmfYJ40",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.amazon-fire-tv-fire-stick"
},
"id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"instructions": null,
"name": "Amazon Fire TV / Fire Stick",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick",
"sort_order": 3,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.\n\nQuick diagnosis: Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.\n\nEscalation: Escalate if HDMI/input/power checks do not bring back Fire TV.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"device_model_or_family": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"do_not_do": [
"Do not factory reset.",
"Do not deregister Amazon account.",
"Do not buy apps/subscriptions.",
"Do not log into a personal Amazon account."
],
"escalation_rule": "Escalate if HDMI/input/power checks do not bring back Fire TV.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ"
],
"photos_to_capture": [
"TV No Signal screen.",
"HDMI port/input if accessible.",
"Fire Stick power connection.",
"Fire TV remote."
],
"problem_specific": true,
"problem_types": [
"No Signal / blank HDMI"
],
"quick_diagnosis": "Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.",
"quick_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-no-signal",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"instructions": null,
"name": "Fire TV Stick \u2014 No Signal / Blank Screen",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Stick \u2014 No Signal / Blank Screen",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=NaPZciaKuB4",
"kind": "youtube",
"sort_order": 2,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.\n\nEscalation: Escalate if new batteries and official reset/pairing process do not restore control.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if new batteries and official reset/pairing process do not restore control.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GBSC9NRB9A9SNM2Y"
],
"photos_to_capture": [
"Remote front/back.",
"Battery compartment.",
"Fire TV device.",
"TV screen."
],
"problem_specific": true,
"problem_types": [
"Remote not working / not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-remote-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.",
"youtube_url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
"id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"instructions": null,
"name": "Fire TV Remote Not Working or Not Pairing",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Remote Not Working or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=otJRgI64m0M",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=qRRWflCg05o",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription.\n\nEscalation: Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not purchase paid content.",
"Do not enter your personal account.",
"Do not reset device.",
"Do not promise subscription availability unless property notes confirm it."
],
"escalation_rule": "Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"App login / subscription / account issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-app-login-subscription",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription."
},
"id": "e908cb9f-79cd-4e3e-bbd8-0c8993a7c84d",
"instructions": null,
"name": "Fire TV App Login or Subscription Issue",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV App Login or Subscription Issue",
"reference_media": [],
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "WiFi / Router",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.wifi-router"
},
"id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"instructions": null,
"name": "WiFi / Router",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router",
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline.\n\nEscalation: Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"content_kind": "reference_library",
"device_brand": "Generic router/modem",
"device_category": "Generic router/modem",
"device_model_or_family": "",
"do_not_do": [
"Do not press factory reset.",
"Do not change SSID/password.",
"Do not log into router admin panel unless authorized.",
"Do not move router permanently."
],
"escalation_rule": "Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Router/modem front lights.",
"Router/modem labels if not exposing password publicly.",
"Cable connections.",
"Error screen from guest device."
],
"problem_specific": true,
"problem_types": [
"Whole-property WiFi outage"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-router-full-outage",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"video_source_present": true,
"when_to_use": "Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline."
},
"id": "7ae89004-9126-4c96-9d7b-dcbd8c66c8ef",
"instructions": null,
"name": "Whole-property WiFi Down",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Whole-property WiFi Down",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when WiFi works near router but fails or buffers in another part of the property.\n\nEscalation: Escalate recurring weak-signal complaints for network upgrade.",
"content_kind": "reference_library",
"device_brand": "",
"device_category": "WiFi / Router",
"device_model_or_family": "",
"do_not_do": [
"Do not move router permanently without approval.",
"Do not unplug mesh nodes and leave them disconnected.",
"Do not change network names."
],
"escalation_rule": "Escalate recurring weak-signal complaints for network upgrade.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Extender/mesh node.",
"Router location.",
"Speed test screenshot if policy allows.",
"Problem room/location."
],
"problem_specific": true,
"problem_types": [
"Weak WiFi in room/pool area"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-weak-signal-bedroom-pool-area",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"video_source_present": true,
"when_to_use": "Use when WiFi works near router but fails or buffers in another part of the property."
},
"id": "5d2846c6-9653-4f3d-a0c1-f7a1fa5a5d15",
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"url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=yVk3naKK0Zg"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=ciHoxeXDJjE"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property and guest.",
"Confirm code and schedule in approved system/app.",
"Check keypad wake/response.",
"Check door alignment.",
"Check battery status if possible.",
"If authorized, use Yale app or keypad programming guide.",
"Use approved backup access if guest is locked out.",
"Escalate if unresolved."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when Yale lock code is missing, wrong, expired, or not accepted.",
"youtube_url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
"id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"instructions": null,
"name": "Yale Assure \u2014 Entry Code Setup / Guest Code Issue",
"node_type": "content_step",
"parent_node_id": "29a42bda-0f7b-450b-8c4d-677a5f02b437",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Yale Locks/Yale Assure \u2014 Entry Code Setup / Guest Code Issue",
"reference_media": [
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (1)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=t9-fid4TLSo",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (2)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=yVk3naKK0Zg",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=yVk3naKK0Zg"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
"id": "link:e78b4bff-6848-4e45-85ee-938091dd44a0:https://www.youtube.com/watch?v=ciHoxeXDJjE",
"kind": "youtube",
"sort_order": 2,
"training_node_id": "e78b4bff-6848-4e45-85ee-938091dd44a0",
"url": "https://www.youtube.com/watch?v=ciHoxeXDJjE"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.ring-doorbells-and-cameras"
},
"id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"instructions": null,
"name": "Ring Doorbells \u0026 Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras",
"sort_order": 8,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.\n\nQuick diagnosis: Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.\n\nEscalation: Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not delete device from account.",
"Do not factory reset.",
"Do not change owner credentials.",
"Do not disable recording/security settings.",
"Do not remove device unless authorized."
],
"escalation_rule": "Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices",
"https://ring.com/support/articles/8i61o/fixing-setup-issues"
],
"photos_to_capture": [
"Doorbell/camera.",
"App offline screen if authorized.",
"Router lights if relevant.",
"Physical damage or obstruction."
],
"problem_specific": true,
"problem_types": [
"Device offline"
],
"quick_diagnosis": "Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.",
"quick_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-device-offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.",
"youtube_url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
},
"id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"instructions": null,
"name": "Ring Doorbell or Camera Offline",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell or Camera Offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"id": "link:0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74:https://www.youtube.com/watch?v=ZUvcGQCRyFk",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working.\n\nEscalation: Escalate if doorbell/camera is a listed amenity or security device.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not change notification or security settings without approval.",
"Do not remove or reset the doorbell."
],
"escalation_rule": "Escalate if doorbell/camera is a listed amenity or security device.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Doorbell not ringing / chime issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-doorbell-not-ringing",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working."
},
"id": "bed4e388-3c78-4b49-8c62-9b3f8fd1179e",
"instructions": null,
"name": "Ring Doorbell Not Ringing or Chime Not Working",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell Not Ringing or Chime Not Working",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Blink Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.blink-cameras"
},
"id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"instructions": null,
"name": "Blink Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras",
"sort_order": 9,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when a Blink camera shows offline or live view does not work.\n\nEscalation: Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not delete camera from account.",
"Do not factory reset without approval.",
"Do not move camera permanently.",
"Do not change owner account."
],
"escalation_rule": "Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"official_urls": [
"https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide",
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting"
],
"photos_to_capture": [
"Camera.",
"Sync Module lights.",
"App offline screen if authorized.",
"Battery compartment if relevant."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when a Blink camera shows offline or live view does not work."
},
"id": "dad0ded5-1c2d-4a01-82f9-660ddfa0bdb5",
"instructions": null,
"name": "Blink Camera Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when multiple Blink cameras are offline or Sync Module LED indicates issue.\n\nEscalation: Escalate if Sync Module cannot reconnect.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset unless authorized.",
"Do not delete Sync Module from account."
],
"escalation_rule": "Escalate if Sync Module cannot reconnect.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"official_urls": [
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Sync Module offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-sync-module-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when multiple Blink cameras are offline or Sync Module LED indicates issue."
},
"id": "dc7e11a2-ab67-4ca9-81cb-344bf739bc41",
"instructions": null,
"name": "Blink Sync Module Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Sync Module Offline",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Arlo Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.arlo-cameras"
},
"id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"instructions": null,
"name": "Arlo Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras",
"sort_order": 10,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue.\n\nEscalation: Escalate if account/app access or security issue is involved.",
"content_kind": "reference_library",
"device_brand": "Arlo",
"device_category": "Arlo",
"device_model_or_family": "",
"do_not_do": [
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"Do not remove device from account.",
"Do not change owner security settings."
],
"escalation_rule": "Escalate if account/app access or security issue is involved.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"official_urls": [
"https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"https://www.arlo.com/en_gb/support/faq/1133448/My-Arlo-wire-free-camera-is-offline-how-can-I-troubleshoot-it",
"https://kb.arlo.com/000062993/How-to-access-the-Arlo-Support-Center"
],
"photos_to_capture": [
"Camera.",
"Base station/SmartHub lights.",
"App offline screen if authorized."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"reference_category": "Arlo Cameras",
"reference_id": "arlo-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue."
},
"id": "f542602e-5453-40bd-acad-739ac857dfab",
"instructions": null,
"name": "Arlo Camera Offline",
"node_type": "content_step",
"parent_node_id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras/Arlo Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Generic WiFi Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.generic-wifi-cameras"
},
"id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"instructions": null,
"name": "Generic WiFi Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras",
"sort_order": 11,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern.\n\nEscalation: Always escalate guest camera/privacy concerns immediately.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "Generic",
"device_model_or_family": "",
"do_not_do": [
"Do not tell guest \"it is definitely legal.\"",
"Do not disable recording unless authorized.",
"Do not move/remove camera.",
"Do not discuss owner private settings.",
"Do not share account access."
],
"escalation_rule": "Always escalate guest camera/privacy concerns immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Guest privacy/security concern"
],
"quick_diagnosis": "",
"quick_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"reference_category": "Generic WiFi Cameras",
"reference_id": "camera-privacy-guest-concern",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"video_source_present": false,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern."
},
"id": "b10f09e1-5f25-4587-8f3e-321e1b306c4c",
"instructions": null,
"name": "Guest Concern About Camera or Doorbell",
"node_type": "content_step",
"parent_node_id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras/Guest Concern About Camera or Doorbell",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Property Tech Notes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.property"
},
"id": "9bb8cc8d-93a1-46e4-b45e-b4c850afec9e",
"instructions": null,
"name": "Property Tech Notes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Property Tech Notes",
"sort_order": 12,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use before troubleshooting or when onboarding a new property.\n\nEscalation: Escalate missing tech notes to PM before guessing device details.",
"content_kind": "reference_library",
"deep_link_label": "Open property tech notes",
"deep_link_url": "/properties/{property_id}/tech-notes",
"device_brand": "All properties",
"device_category": "All properties",
"device_model_or_family": "",
"do_not_do": [
"Do not store master codes or owner admin passwords in guest-facing notes."
],
"escalation_rule": "Escalate missing tech notes to PM before guessing device details.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Property documentation"
],
"quick_diagnosis": "",
"quick_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"reference_category": "Property Tech Notes",
"reference_id": "property-tech-notes-template",
"reference_only": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"video_source_present": false,
"when_to_use": "Use before troubleshooting or when onboarding a new property."
},
"id": "2a911f76-5a27-4443-bc2d-976982de5b41",
"instructions": null,
"name": "Property Tech Notes \u2014 What to Record",
"node_type": "content_step",
"parent_node_id": "9bb8cc8d-93a1-46e4-b45e-b4c850afec9e",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Property Tech Notes/Property Tech Notes \u2014 What to Record",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Escalation Scripts",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.escalation"
},
"id": "f46da000-4bba-4704-b49f-7afdd5e0e9a4",
"instructions": null,
"name": "Escalation Scripts",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Escalation Scripts",
"sort_order": 13,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when escalating any unresolved house tech issue.\n\nEscalation: Always include device, symptom, steps tried, impact, and photos.",
"content_kind": "reference_library",
"device_brand": "All house tech",
"device_category": "All house tech",
"device_model_or_family": "",
"do_not_do": [
"Do not send vague notes like \u0027broken\u0027 with no evidence."
],
"escalation_rule": "Always include device, symptom, steps tried, impact, and photos.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Documentation / escalation"
],
"quick_diagnosis": "",
"quick_steps": [
"Device brand and model if known.",
"Exact problem in guest/owner words.",
"Error message, code, or screen photo.",
"Steps already tried.",
"Guest impact and urgency.",
"Photos of device, cables, lights, or lock keypad.",
"Whether backup access was used.",
"Recommended next action."
],
"reference_category": "Escalation Scripts",
"reference_id": "good-tech-report-template",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Device brand and model if known.",
"Exact problem in guest/owner words.",
"Error message, code, or screen photo.",
"Steps already tried.",
"Guest impact and urgency.",
"Photos of device, cables, lights, or lock keypad.",
"Whether backup access was used.",
"Recommended next action."
],
"video_source_present": false,
"when_to_use": "Use when escalating any unresolved house tech issue."
},
"id": "a5ceba3e-27a2-42ca-b701-e0a75a849221",
"instructions": null,
"name": "Good Tech Report \u2014 What to Send",
"node_type": "content_step",
"parent_node_id": "f46da000-4bba-4704-b49f-7afdd5e0e9a4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Escalation Scripts/Good Tech Report \u2014 What to Send",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"program": {
"active_version_id": "81737182-0f55-4b8e-8627-490af68580e0",
"created_at": "2026-06-30T03:32:49.023889Z",
"created_by_user_id": 1,
"description": "A short practical training course and extensive reference library for troubleshooting common vacation rental house tech problems. Covers WiFi, routers, TVs, Roku, Amazon Fire TV Stick, remotes, streaming devices, smart locks, Ring doorbells, Ring cameras, Blink cameras, Arlo cameras, and basic escalation. Designed for field staff and PMs who need to get guests unstuck quickly without making unsafe or unauthorized account/security changes.",
"extra": {
"allow_flag_question": true,
"allow_question_navigator": true,
"allow_revisit_completed_lessons": true,
"audience_roles": [
"cleaner",
"inspector",
"maintenance",
"property_manager",
"operations_manager",
"guest_services",
"admin"
],
"blocks_turnover_until_complete": false,
"card_image_media_id": "175ae878-ed30-488d-ac60-c37a9305b6bc",
"certificate_on_complete": true,
"certification_valid_days": 365,
"contractor_visible": false,
"estimated_minutes": 34,
"feedback_timing": "after_quiz_submit",
"lesson_navigation_mode": "sequential_content",
"lock_answer_after_submit": false,
"max_attempts": 3,
"media_manifest": [
{
"alt_text": "Bold red training card with router, TV/Roku remote, streaming stick, and smart lock keypad.",
"filename": "house-tech-troubleshooting-course-card.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"1.1"
],
"title": "House Tech Troubleshooting Course Card",
"type": "image_placeholder"
},
{
"alt_text": "WiFi triage checklist: network name, password, power, cables, lights, safe restart.",
"filename": "wifi-router-checklist.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"2.1",
"ref.wifi"
],
"title": "WiFi Router Checklist",
"type": "image_placeholder"
},
{
"alt_text": "Guide showing TV input/source and remote basics.",
"filename": "tv-input-remote-guide.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"3.1",
"ref.tv"
],
"title": "TV Input Remote Guide",
"type": "image_placeholder"
},
{
"alt_text": "Roku troubleshooting: input, power, remote, WiFi.",
"filename": "roku-troubleshooting-guide.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"3.2",
"ref.roku"
],
"title": "Roku Troubleshooting Guide",
"type": "image_placeholder"
},
{
"alt_text": "Smart lock triage emphasizing guest access and security.",
"filename": "smart-lock-triage-guide.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"4.1"
],
"title": "Smart Lock Triage Guide",
"type": "image_placeholder"
},
{
"alt_text": "Schlage Encode family smart lock reference.",
"filename": "schlage-encode-reference.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.schlage"
],
"title": "Schlage Encode Reference",
"type": "image_placeholder"
},
{
"alt_text": "Kwikset Halo smart lock reference.",
"filename": "kwikset-halo-reference.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.kwikset"
],
"title": "Kwikset Halo Reference",
"type": "image_placeholder"
},
{
"alt_text": "Yale Assure smart lock reference.",
"filename": "yale-assure-reference.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.yale"
],
"title": "Yale Assure Reference",
"type": "image_placeholder"
},
{
"alt_text": "Remote battery compartment showing correct + / - orientation and spring contact.",
"filename": "remote-battery-direction-check.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"3.3",
"ref.tv-remotes"
],
"title": "Remote Battery Direction Check",
"type": "image_placeholder"
},
{
"alt_text": "House tech escalation flow from triage to reporting.",
"filename": "tech-escalation-flow.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"5.1",
"ref.escalation"
],
"title": "Tech Escalation Flow",
"type": "image_placeholder"
},
{
"alt_text": "Example property tech notes layout.",
"filename": "property-tech-notes-example.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.property"
],
"title": "Property Tech Notes Example",
"type": "image_placeholder"
},
{
"alt_text": "How to restart a router without factory reset.",
"filename": "wifi-router-restart-reference.mp4",
"source_category": "neutral_youtube_reference",
"source_note": "Neutral reference: NetWork From Home \u2014 router power-cycle vs reset button.",
"suggested_lessons": [
"2.1"
],
"title": "Video Reference \u2014 WiFi Router Restart",
"type": "youtube_reference"
},
{
"alt_text": "Official Roku setup: HDMI input, power, remote pairing, WiFi.",
"filename": "roku-setup-official-reference.mp4",
"source_category": "manufacturer_official_youtube",
"source_note": "Official Roku YouTube \u2014 Streaming Stick+ setup.",
"suggested_lessons": [
"3.1",
"3.2",
"ref.roku"
],
"title": "Video Reference \u2014 Roku Setup (Official)",
"type": "youtube_reference"
},
{
"alt_text": "Schlage keypad low-battery warning signs.",
"filename": "schlage-battery-indicators-reference.mp4",
"source_category": "manufacturer_official_youtube",
"source_note": "Official SchlageLocks YouTube channel.",
"suggested_lessons": [
"4.1",
"ref.schlage"
],
"title": "Video Reference \u2014 Schlage Low Battery Indicators",
"type": "youtube_reference"
},
{
"alt_text": "Fire TV Stick HDMI, power, remote, and WiFi setup walkthrough.",
"filename": "fire-tv-setup-reference.mp4",
"source_category": "neutral_youtube_reference",
"source_note": "Neutral reference: Insider Tech setup guide. Official Amazon support remains source of truth.",
"suggested_lessons": [
"ref.firetv"
],
"title": "Video Reference \u2014 Amazon Fire TV Stick Setup",
"type": "youtube_reference"
},
{
"alt_text": "Fire TV Stick, remote, TV HDMI input, WiFi symbol, and safe check icons.",
"filename": "fire-tv-basic-troubleshooting.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.firetv"
],
"title": "Fire TV Basic Troubleshooting",
"type": "image_placeholder"
},
{
"alt_text": "Doorbell camera with WiFi and battery indicators, showing safe checks and escalation.",
"filename": "ring-doorbell-camera-triage.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.ring"
],
"title": "Ring Doorbell and Camera Triage",
"type": "image_placeholder"
},
{
"alt_text": "WiFi camera and sync module with power, WiFi, and battery checklist.",
"filename": "blink-camera-triage.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.blink"
],
"title": "Blink Camera Triage",
"type": "image_placeholder"
},
{
"alt_text": "Wireless security camera with hub/router, power, signal, and battery checklist.",
"filename": "arlo-camera-triage.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.arlo"
],
"title": "Arlo Camera Triage",
"type": "image_placeholder"
},
{
"alt_text": "Generic WiFi security camera with checklist for power, WiFi, lens, battery, and reporting.",
"filename": "generic-wifi-camera-checklist.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.security"
],
"title": "Generic WiFi Camera Checklist",
"type": "image_placeholder"
},
{
"alt_text": "Camera privacy concern flow showing listen, do not change settings, document, escalate.",
"filename": "camera-privacy-escalation.png",
"source_note": "Internal/generated placeholder.",
"suggested_lessons": [
"ref.security"
],
"title": "Camera Privacy Escalation",
"type": "image_placeholder"
}
],
"notify_on_assignment": false,
"pass_threshold_percent": 80,
"placeholder_media": [
{
"alt_text": "Bold red training card with router, TV/Roku remote, streaming stick, and smart lock keypad.",
"filename": "house-tech-troubleshooting-course-card.png"
},
{
"alt_text": "WiFi triage checklist: network name, password, power, cables, lights, safe restart.",
"filename": "wifi-router-checklist.png"
},
{
"alt_text": "Guide showing TV input/source and remote basics.",
"filename": "tv-input-remote-guide.png"
},
{
"alt_text": "Roku troubleshooting: input, power, remote, WiFi.",
"filename": "roku-troubleshooting-guide.png"
},
{
"alt_text": "Smart lock triage emphasizing guest access and security.",
"filename": "smart-lock-triage-guide.png"
},
{
"alt_text": "Schlage Encode family smart lock reference.",
"filename": "schlage-encode-reference.png"
},
{
"alt_text": "Kwikset Halo smart lock reference.",
"filename": "kwikset-halo-reference.png"
},
{
"alt_text": "Yale Assure smart lock reference.",
"filename": "yale-assure-reference.png"
},
{
"alt_text": "Remote battery compartment showing correct + / - orientation and spring contact.",
"filename": "remote-battery-direction-check.png"
},
{
"alt_text": "House tech escalation flow from triage to reporting.",
"filename": "tech-escalation-flow.png"
},
{
"alt_text": "Example property tech notes layout.",
"filename": "property-tech-notes-example.png"
},
{
"alt_text": "House Tech Troubleshooting Quick Reference",
"filename": "house-tech-troubleshooting-quick-reference.pdf"
},
{
"alt_text": "How to restart a router without factory reset.",
"filename": "wifi-router-restart-reference.mp4"
},
{
"alt_text": "Official Roku setup: HDMI input, power, remote pairing, WiFi.",
"filename": "roku-setup-official-reference.mp4"
},
{
"alt_text": "Schlage keypad low-battery warning signs.",
"filename": "schlage-battery-indicators-reference.mp4"
},
{
"alt_text": "Fire TV Stick HDMI, power, remote, and WiFi setup walkthrough.",
"filename": "fire-tv-setup-reference.mp4"
},
{
"alt_text": "Fire TV Stick, remote, TV HDMI input, WiFi symbol, and safe check icons.",
"filename": "fire-tv-basic-troubleshooting.png"
},
{
"alt_text": "Doorbell camera with WiFi and battery indicators, showing safe checks and escalation.",
"filename": "ring-doorbell-camera-triage.png"
},
{
"alt_text": "WiFi camera and sync module with power, WiFi, and battery checklist.",
"filename": "blink-camera-triage.png"
},
{
"alt_text": "Wireless security camera with hub/router, power, signal, and battery checklist.",
"filename": "arlo-camera-triage.png"
},
{
"alt_text": "Generic WiFi security camera with checklist for power, WiFi, lens, battery, and reporting.",
"filename": "generic-wifi-camera-checklist.png"
},
{
"alt_text": "Camera privacy concern flow showing listen, do not change settings, document, escalate.",
"filename": "camera-privacy-escalation.png"
}
],
"question_display_mode": "one_at_a_time",
"quiz_navigation_mode": "one_at_a_time_with_back",
"quiz_time_limit_minutes": 0,
"require_answer_before_next": true,
"require_assignment": false,
"require_content_before_quiz": true,
"require_correct_before_next": false,
"require_pass_to_advance": false,
"require_retake_on_republish": false,
"resume_from_last_step": true,
"retake_cooldown_hours": 0,
"retake_mode": "full",
"runner_color_palette": "high-contrast",
"runner_preset": "",
"safety_notice": "House tech troubleshooting should be simple, safe, and controlled.\n\nField staff should not make unauthorized account changes, factory reset devices, delete users, change WiFi names/passwords, reprogram locks, or alter owner/guest access unless specifically authorized.\n\nThe goal is to:\n1. Confirm the problem.\n2. Try simple safe checks.\n3. Restore normal guest use if possible.\n4. Document clearly.\n5. Escalate before making risky changes.\n\nFor smart locks, guest access, WiFi credentials, owner accounts, security cameras, doorbells, and security settings, always follow company policy and property notes.",
"score_policy": "best",
"sequential_lessons": true,
"show_correct_on_fail": true,
"show_correct_on_results": true,
"time_factor_weight": 0.0,
"time_limit_mode": "hard"
},
"id": "3f070705-bdbd-47ba-b1d6-806cdce0e22b",
"name": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks",
"scope_property_id": null,
"scope_type": "master",
"status": "active",
"tenant_id": null,
"updated_at": "2026-07-02T16:43:46.951694Z"
},
"reference_media": [
{
"caption": "How to Restart Your Router to Fix Network Issues",
"id": "link:230f9dea-3043-491f-a394-0dfbac8269c1:https://www.youtube.com/watch?v=OBy893V9urM",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "230f9dea-3043-491f-a394-0dfbac8269c1",
"url": "https://www.youtube.com/watch?v=OBy893V9urM"
},
{
"caption": "How to set up the Roku Streaming Stick+ (Official Roku)",
"id": "link:e02e4088-1bbb-4e4e-b7eb-0b13bd4a1182:https://www.youtube.com/watch?v=eV3b_eerV24",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "e02e4088-1bbb-4e4e-b7eb-0b13bd4a1182",
"url": "https://www.youtube.com/watch?v=eV3b_eerV24"
},
{
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},
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"caption": "Video reference \u2014 Kwikset Halo \u2014 Guest Code Not Working (1)",
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"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (1)",
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"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
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"body": "Vacation rental staff are often the first people to hear about house tech issues.\n\nCommon issues include:\n- Guest cannot connect to WiFi.\n- TV is on the wrong input.\n- Roku remote is missing or not paired.\n- Streaming device is unplugged.\n- Router needs a reboot.\n- Smart lock battery is low.\n- Guest code does not work.\n- Lock is offline.\n- Door is not closing correctly.\n- Owner account or app access is unclear.\n\nThe field team\u0027s role is to triage safely:\n1. Confirm the problem.\n2. Check simple visible items.\n3. Try approved basic resets.\n4. Do not make unauthorized account/security changes.\n5. Document what was checked.\n6. Escalate when needed.",
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"body": "Do not do these unless authorized:\n- Factory reset a router.\n- Factory reset a smart lock.\n- Delete lock users or access codes.\n- Change WiFi name or password.\n- Change owner account email.\n- Pair devices to your personal account unless approved.\n- Share private owner/admin credentials.\n- Give a guest a master/admin code.\n- Remove security settings.\n- Subscribe to paid TV services.\n- Buy apps or services on a guest/owner account.",
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"body": "Most house tech problems follow the same first-stage process. Staff should learn this process once, then use the reference library for device-specific instructions.\n\nUniversal triage method:\n\n1. Confirm the guest issue.\nAsk: What exactly is not working? What screen/message/code/error are they seeing?\n\n2. Identify the device.\nTV, Roku, Fire TV Stick, router, smart lock, Ring doorbell, Blink camera, Arlo camera, thermostat, soundbar, garage opener, etc.\n\n3. Check property notes.\nLook for model, app owner, WiFi name, HDMI input, lock brand, battery type, router location, backup access, and special warnings.\n\n4. Check safe visible basics.\nPower, correct remote, correct input, loose cable, visible damage, low/dead batteries, WiFi status, door alignment, device physically present.\n\n5. Do not make risky changes.\nNo factory resets, account changes, subscription purchases, lock code deletion, camera repositioning, owner credential sharing, or master code sharing unless authorized.\n\n6. Use the reference library.\nOpen the exact device/problem guide and follow the brand-specific instructions.\n\n7. Document clearly.\nCapture photos/screenshots, what you checked, what changed, and whether guest use is affected.\n\n8. Escalate when needed.\nEscalate fast for lock access, WiFi outage, promised amenity failure, security cameras, privacy concerns, or account/admin issues.",
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"body": "Training teaches the method.\n\nReference teaches the device.\n\nDo not try to memorize every Roku, Fire TV, Schlage, Kwikset, Ring, Blink, or Arlo process. Instead, learn how to triage safely and then open the correct reference article or video.\n\nExamples:\n- Training teaches: do not factory reset without approval.\n- Reference teaches: how to pair a Fire TV remote using Amazon\u0027s current support process.\n- Training teaches: cameras are security/privacy devices.\n- Reference teaches: Ring offline-device troubleshooting and reconnect steps.\n- Training teaches: wrong TV input often causes \"No Signal.\"\n- Reference teaches: Fire TV no-signal path versus Roku no-signal path.",
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"body": "Many guest TV issues are caused by simple things:\n- TV is on wrong input.\n- Roku/streaming stick is unplugged.\n- Remote batteries are dead.\n- Guest is using the wrong remote.\n- TV is not connected to WiFi.\n- HDMI cable is loose.\n- Soundbar is on wrong input.\n- Streaming app is logged out.\n- Device needs a restart.\n\nBasic TV checks:\n1. Confirm TV has power.\n2. Confirm remote batteries.\n3. Confirm correct remote.\n4. Check input/source button.\n5. Confirm Roku/stick/box is powered.\n6. Check HDMI cable.\n7. Confirm WiFi connection.\n8. Restart TV/streaming device if approved.\n9. Do not buy subscriptions or change account settings.\n10. Report if unresolved.",
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"body": "Common Roku issues:\n- Roku is not connected to WiFi.\n- Roku remote is not paired.\n- Remote batteries are dead.\n- TV is on wrong input.\n- Roku stick is not powered.\n- App is logged out.\n- Internet is slow.\n- Roku needs restart.\n- Guest is trying to use TV remote instead of Roku remote.\n\nSafe checks:\n1. Check TV input/source.\n2. Check Roku power.\n3. Check remote batteries.\n4. Try Roku mobile app if approved and on same network.\n5. Check Settings \u003e Network \u003e Check connection.\n6. Restart Roku if needed.\n7. Do not change subscriptions or owner account details.",
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"body": "Roku official support references\n\u2022 Roku \u2014 Connect your streaming device to the internet \u2014 Use for WiFi setup steps.\n https://support.roku.com/article/connect-to-wifi\n\u2022 Roku \u2014 Fix WiFi issues \u2014 Use for connection problems and error codes.\n https://support.roku.com/article/fix-wifi-issues\n\u2022 Roku \u2014 Check your network connection \u2014 Use for network test steps.\n https://support.roku.com/article/check-your-network-connection\n\u2022 Roku \u2014 Connect your phone to Roku \u2014 Use when approved to use phone as temporary remote.\n https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player\n\u2022 Roku \u2014 Improve WiFi \u2014 Use for restart order and signal improvement.\n https://support.roku.com/article/improve-your-wifi",
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"body": "Roku video references\n\u2022 How To Setup Roku Streaming Stick Plus - Step By Step \u2014 Optional general setup video. Not source of truth.\n https://www.youtube.com/watch?v=qzzXyJe8qpo\n\u2022 How To Pair Roku Remote \u2014 Optional remote pairing video. Verify before use.\n https://www.youtube.com/watch?v=8TE0XFTUSWM\n\u2022 Roku remote TV controls setup / pairing reference \u2014 Optional reference for remote/TV control setup.\n https://www.youtube.com/watch?v=3_ueYmfYJ40",
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"body": "A very common remote-control problem is simple but easy to miss.\n\nGuests often drop a remote on the floor. The battery cover comes off, the batteries spring out, and the guest puts the batteries back the wrong way round or leaves one battery slightly loose.\n\nThis can make the remote appear completely dead even when the batteries are good.\n\nWhen supporting a guest by phone, ask them to check:\n\n1. Is the battery cover missing or loose?\n2. Did the remote recently fall or get dropped?\n3. Are both batteries installed?\n4. Are the batteries facing the correct direction?\n5. Does the flat end of each battery touch the spring?\n6. Are the + and - symbols aligned with the markings inside the remote?\n7. Are the batteries seated firmly?\n8. Is there corrosion or liquid damage inside the battery compartment?\n9. Does the remote light up after reinstalling the batteries?\n10. If available, try a fresh matching pair of batteries.\n\nUseful phone phrase:\n\"Could you open the battery cover and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\nImportant:\nDo not assume \"the batteries are in\" means they are in correctly.",
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"body": "Smart locks should be treated carefully because they control property access.\n\nCommon issues:\n- Guest code does not work.\n- Code is for wrong dates/times.\n- Lock battery is low or dead.\n- Lock is offline.\n- Door is not fully closed or aligned.\n- Keypad is asleep.\n- Guest is using wrong code.\n- Code was not synced.\n- WiFi/Bluetooth bridge is offline.\n- App account access is unclear.\n- Mechanical key or backup access is needed.\n\nSafe checks:\n1. Confirm correct property and guest.\n2. Confirm code and date/time window in approved system.\n3. Check whether the door is fully closed.\n4. Check keypad response.\n5. Check battery warning.\n6. Try approved backup access process.\n7. Do not give master/admin codes unless authorized.\n8. Do not factory reset the lock unless authorized.\n9. Escalate if guest access is affected.",
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"body": "Do not:\n- Share owner/admin login.\n- Share master codes.\n- Delete all codes.\n- Factory reset without approval.\n- Add your personal account unless authorized.\n- Leave physical keys unsecured.\n- Leave the property unlocked.\n- Tell guests how to bypass security.\n- Change lock ownership without approval.",
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"options": [
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"points": 2,
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"body": "Escalate immediately when:\n- Guest cannot access the property.\n- Smart lock is not accepting a valid code.\n- Lock battery is dead and guest is waiting.\n- WiFi is down and guest needs it urgently.\n- TV/streaming issue affects promised amenity.\n- Owner account credentials are required.\n- Device requires factory reset.\n- Paid subscription or app account is involved.\n- Guest is upset.\n- Security may be compromised.\n- You cannot confirm the issue safely.",
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"body": "A useful tech report includes:\n- Property name/address.\n- Device type and brand/model if known.\n- What the guest reported.\n- What you observed.\n- Photos/video if useful.\n- What steps you tried.\n- Result of each step.\n- Whether guest access/amenity is affected.\n- Urgency.\n- Whether specialist/vendor follow-up is needed.\n\nBad report:\n\"TV broken.\"\n\nGood report:\n\"Living room Roku TV shows No Signal. HDMI cable connected to HDMI 2. Roku stick has power light. Replaced remote batteries. TV works on HDMI 2 after input changed. No further action needed.\"",
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"body": "Use maintenance reporting to document unresolved house tech issues with photos and urgency.",
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"body": "Follow property notes, safe checks, documentation, and escalation for guest impact.",
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"body": "Ring doorbells, Ring cameras, Blink cameras, Arlo cameras, and other WiFi cameras should be treated as security devices.\n\nField staff may check simple visible issues:\n- Device has power or charged battery.\n- WiFi/router is working.\n- Device is physically present and not damaged.\n- Camera lens is not blocked.\n- Doorbell is mounted securely.\n- App shows offline if staff has authorized app access.\n- Chime or doorbell function can be tested if approved.\n\nDo not:\n- Factory reset cameras or doorbells without approval.\n- Delete devices from owner accounts.\n- Change owner account email or password.\n- Share owner credentials.\n- Disable recording or privacy/security settings.\n- Reconnect to a different WiFi network unless authorized.\n- Remove a doorbell/camera unless instructed.\n\nEscalate quickly if a guest access, security, owner privacy, or promised amenity issue is involved.",
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"body": "Document and escalate using your company workflow:\n- Property and device (brand/model if known).\n- What the guest reported and what you checked.\n- Photos of screens, devices, or error messages if useful.\n- Guest impact and urgency.\n- Whether manager/owner authorization is needed.\n\nUse the maintenance or guest-issue form \u2014 do not rely on verbal handoffs alone.",
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"deep_link_label": "Report House Tech Issue",
"deep_link_url": "/maintenance/new?category=tech",
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"body": "House Tech Troubleshooting Quick Reference (problem-first)\n\n1. TV says No Signal\n- Try Input/Source on the TV remote.\n- Match HDMI port to Roku, Fire TV Stick, or cable box.\n- Confirm streaming device power and HDMI connection.\n- Reseat HDMI cable if safe and accessible.\n- Photo: TV screen + HDMI device.\n- Escalate if unresolved after correct input and power checks.\n\n2. Roku not working\n- Home \u003e Settings \u003e Network \u003e Set up connection \u003e Check connection.\n- Check remote batteries and pairing (IR vs pairing remote).\n- If remote was dropped: check battery cover, direction (+ / -), and firm seating against spring.\n- Use Roku mobile app only if approved and on property WiFi.\n- Do not change owner account or buy subscriptions.\n- Escalate account/subscription or whole-property WiFi issues.\n\nREMOTE STOPPED WORKING AFTER BEING DROPPED:\n- Ask if the remote was dropped and if the battery cover came off.\n- Ask guest to remove both batteries and reinstall matching + / - markings inside the remote.\n- Flat battery end usually touches the spring; batteries must be seated firmly.\n- Try fresh matching batteries if available.\n- Only then move to remote pairing or replacement.\n- Escalate if contacts are corroded, remote is cracked, or remote still does not respond.\nPhone phrase: \"Could you open the back of the remote and check the batteries are facing the right way? The flat end usually goes against the spring, and the plus and minus symbols should match the markings inside the remote.\"\n\n3. Fire TV Stick not working\n- Check TV HDMI input and Fire Stick power adapter.\n- Restart Fire Stick if approved (unplug 30\u201360 seconds).\n- Pair/reset remote using Amazon official support steps.\n- Do not buy subscriptions, deregister, or factory reset.\n- Escalate app login/subscription issues immediately.\n\n4. WiFi down (whole property)\n- Test multiple devices; confirm WiFi name/password from property notes.\n- Check router/modem power and service lights.\n- Restart modem then router only if approved (never factory reset).\n- Photo router/modem lights and cables.\n- Escalate if ISP/service light out or restart fails.\n\n5. Weak WiFi in remote room/pool area\n- Confirm WiFi works near router.\n- Check mesh/extender power and lights.\n- Report location-specific weakness for network upgrade.\n\n6. Smart lock code not working (Schlage / Kwikset / Yale)\n- Confirm property, guest, code, and active time window.\n- Check keypad wake, door alignment, and battery status.\n- Use approved backup access for lockouts.\n- Never share master/admin code or factory reset without approval.\n- Escalate lockouts immediately.\n\n7. Ring / Blink / Arlo camera offline\n- Check property WiFi/router first.\n- Check device power/battery and Sync Module/base station if applicable.\n- Follow official manufacturer offline guide.\n- Do not reset, delete, move, or change account settings without approval.\n- Escalate privacy/security guest concerns immediately.\n\n8. Good tech report (always include)\n- Device brand/model.\n- Exact problem and error message/photo.\n- Steps tried.\n- Guest impact and urgency.\n- Recommended next action.",
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"extra": {
"acknowledgment_label": "I understand that clear reporting helps solve tech issues faster and avoids repeat visits.",
"body": ""
},
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"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Guest access, WiFi, account, and security issues need escalation.",
"options": [
{
"id": "a",
"label": "Guest cannot access property"
},
{
"id": "b",
"label": "Lock code does not work"
},
{
"id": "c",
"label": "WiFi is down"
},
{
"id": "d",
"label": "Factory reset may be needed"
},
{
"id": "e",
"label": "Paid subscription/account issue"
},
{
"id": "f",
"label": "TV remote was found working"
}
],
"points": 2,
"prompt": "Which tech issues should be escalated quickly?",
"question_type": "multiple_select"
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"instructions": null,
"name": "Escalation triggers",
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"sort_order": 100,
"source_node_id": null,
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"correct_answers": [
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"b",
"c",
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"e"
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"explanation": "Good reports allow PMs or vendors to act quickly.",
"options": [
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"id": "a",
"label": "Device type/brand"
},
{
"id": "b",
"label": "What was reported"
},
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"label": "What was checked"
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{
"id": "d",
"label": "Results of each step"
},
{
"id": "e",
"label": "Urgency"
},
{
"id": "f",
"label": "\"Broken\" only"
}
],
"points": 2,
"prompt": "What should a good tech report include?",
"question_type": "multiple_select"
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"sort_order": 101,
"source_node_id": null,
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"estimated_minutes": 4
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"body": "This final assessment draws 8 random questions from a bank of 18. You need 80% to pass. Long-form scenario answers are marked for manager review. Open the reference library anytime from the program overview if you need quick steps during review.",
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"correct_answer": "a",
"explanation": "Confirm, safely check, document, and escalate.",
"options": [
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},
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"label": "Factory reset all devices"
},
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"label": "Change owner accounts"
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{
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"label": "Share admin passwords"
}
],
"points": 1,
"prompt": "What is the field team\u0027s main role in house tech troubleshooting?",
"question_type": "multiple_choice"
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"id": "be11feaf-082a-4350-a409-401bb2c132ff",
"instructions": null,
"name": "Final: field team role",
"node_type": "question",
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"sort_order": 100,
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"correct_answers": [
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"explanation": "Account and security changes require authorization.",
"options": [
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"id": "a",
"label": "Factory reset router"
},
{
"id": "b",
"label": "Factory reset smart lock"
},
{
"id": "c",
"label": "Change WiFi password"
},
{
"id": "d",
"label": "Delete access codes"
},
{
"id": "e",
"label": "Check if the TV is on the wrong input"
}
],
"points": 2,
"prompt": "Which actions should not be done unless authorized?",
"question_type": "multiple_select"
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"name": "Final: unauthorized actions",
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"correct_answers": [
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"b",
"c",
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],
"explanation": "Start with visible, safe checks.",
"options": [
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"id": "a",
"label": "Confirm WiFi name/password"
},
{
"id": "b",
"label": "Check router/modem power"
},
{
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"label": "Check loose cables"
},
{
"id": "d",
"label": "Check whether other devices connect"
},
{
"id": "e",
"label": "Press factory reset button"
}
],
"points": 2,
"prompt": "Which are safe first checks for WiFi issues?",
"question_type": "multiple_select"
},
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"name": "Final: WiFi checks",
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"sort_order": 102,
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"correct_answer": "a",
"explanation": "Wrong input or HDMI device issues are common.",
"options": [
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"id": "a",
"label": "Wrong input/source or disconnected HDMI device"
},
{
"id": "b",
"label": "Dirty towel"
},
{
"id": "c",
"label": "Empty soap dispenser"
},
{
"id": "d",
"label": "Low pool water"
}
],
"points": 1,
"prompt": "A TV says \"No Signal.\" What is a likely issue?",
"question_type": "multiple_choice"
},
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"name": "Final: no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: no signal",
"sort_order": 103,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Roku issues are often power, input, remote, network, or account related.",
"options": [
{
"id": "a",
"label": "Wrong input"
},
{
"id": "b",
"label": "Roku not powered"
},
{
"id": "c",
"label": "Remote batteries dead"
},
{
"id": "d",
"label": "WiFi disconnected"
},
{
"id": "e",
"label": "App/account issue"
}
],
"points": 2,
"prompt": "Which are common Roku issue causes?",
"question_type": "multiple_select"
},
"id": "fb3bed5d-d3e2-4353-bfb6-65e7e7412538",
"instructions": null,
"name": "Final: Roku causes",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku causes",
"sort_order": 104,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Locks control guest access.",
"options": [
{
"id": "a",
"label": "They control property access and security"
},
{
"id": "b",
"label": "They are decorative only"
},
{
"id": "c",
"label": "They never affect guests"
},
{
"id": "d",
"label": "They do not need batteries"
}
],
"points": 1,
"prompt": "Why must smart locks be handled carefully?",
"question_type": "multiple_choice"
},
"id": "6e68ca5b-8989-4a2c-8a6d-ebe5fd02eb07",
"instructions": null,
"name": "Final: lock security",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock security",
"sort_order": 105,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Security changes need authorization.",
"options": [
{
"id": "a",
"label": "Share master code"
},
{
"id": "b",
"label": "Factory reset"
},
{
"id": "c",
"label": "Delete access codes"
},
{
"id": "d",
"label": "Add personal account"
},
{
"id": "e",
"label": "Confirm the door is closed"
}
],
"points": 2,
"prompt": "Which smart lock actions should require authorization?",
"question_type": "multiple_select"
},
"id": "4ab06b33-83fe-4c31-9538-eddc9b2dab32",
"instructions": null,
"name": "Final: lock authorization",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock authorization",
"sort_order": 106,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Detailed reports speed resolution.",
"options": [
{
"id": "a",
"label": "Device type/brand"
},
{
"id": "b",
"label": "Problem observed"
},
{
"id": "c",
"label": "Steps tried"
},
{
"id": "d",
"label": "Result of each step"
},
{
"id": "e",
"label": "Guest impact/urgency"
}
],
"points": 2,
"prompt": "What should be included in a useful tech report?",
"question_type": "multiple_select"
},
"id": "efd27119-5a32-402f-ac1c-7012f2ad5a62",
"instructions": null,
"name": "Final: tech report",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: tech report",
"sort_order": 107,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"correct_answer": "a",
"explanation": "Guest access issues need immediate escalation.",
"options": [
{
"id": "a",
"label": "Confirm property/guest/code/date window and escalate immediately"
},
{
"id": "b",
"label": "Ignore until checkout"
},
{
"id": "c",
"label": "Factory reset the lock without approval"
},
{
"id": "d",
"label": "Give them a master code from memory"
}
],
"points": 1,
"prompt": "A guest cannot get into the property because the smart lock code does not work. What should staff do?",
"question_type": "multiple_choice"
},
"id": "902789f2-ba12-44b7-a267-7c9d3bab0d82",
"instructions": null,
"name": "Final: guest lock access",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: guest lock access",
"sort_order": 108,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"correct_answer": "a",
"explanation": "Restore power safely and document.",
"options": [
{
"id": "a",
"label": "Plug it back in if safe, wait for restart, test, and document"
},
{
"id": "b",
"label": "Factory reset it"
},
{
"id": "c",
"label": "Throw it away"
},
{
"id": "d",
"label": "Change the WiFi name"
}
],
"points": 1,
"prompt": "A cleaner finds the router unplugged. What is the best first action?",
"question_type": "multiple_choice"
},
"id": "ce38fc86-10ee-4224-a007-a86e9fe0e868",
"instructions": null,
"name": "Final: unplugged router",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: unplugged router",
"sort_order": 109,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says WiFi is not working. Write the safe first checks you would perform before escalating.",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention checking property notes, WiFi name/password, power, cables, router/modem lights, other devices, approved restart, testing, documenting, and escalating if unresolved."
},
"id": "5af3cecc-7e5e-43ea-bbb1-5277deb6954c",
"instructions": null,
"name": "Final: WiFi scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: WiFi scenario",
"sort_order": 110,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"max_length": 800,
"points": 3,
"prompt": "Scenario: Guest says the Roku does not work and the TV says No Signal. What would you check?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention TV power, remote batteries, input/source, HDMI cable, Roku power, WiFi connection, Roku remote/app if approved, and reporting if unresolved."
},
"id": "85752671-51a3-4dc7-956c-c624789e22a1",
"instructions": null,
"name": "Final: Roku scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Roku scenario",
"sort_order": 111,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"max_length": 900,
"points": 3,
"prompt": "Scenario: A lock code does not work for a guest arriving now. What should you avoid doing and what should you report?",
"question_type": "long_form",
"requires_review": true,
"rubric": "A strong answer should mention not sharing master/admin codes, not factory resetting, not deleting codes, confirming guest/property/code/time window, checking door/battery/keypad, escalating immediately, and documenting guest access impact."
},
"id": "55864036-82f6-408a-ac43-987ad9609dec",
"instructions": null,
"name": "Final: lock scenario",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: lock scenario",
"sort_order": 112,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"correct_answer": "a",
"explanation": "Safe triage and authorization rules are central to this course.",
"options": [
{
"id": "a",
"label": "Simple safe checks first, risky account/security changes only with authorization"
},
{
"id": "b",
"label": "Always factory reset first"
},
{
"id": "c",
"label": "Never document tech issues"
},
{
"id": "d",
"label": "Share all admin credentials with guests"
}
],
"points": 1,
"prompt": "Which statement best reflects this course?",
"question_type": "multiple_choice"
},
"id": "7d63799e-7701-4472-84ac-da4d633be439",
"instructions": null,
"name": "Final: course summary",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: course summary",
"sort_order": 113,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
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"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d",
"e"
],
"explanation": "Streaming device problems are often power, input, HDMI, remote, or WiFi related.",
"options": [
{
"id": "a",
"label": "Correct TV input/source"
},
{
"id": "b",
"label": "Streaming device power"
},
{
"id": "c",
"label": "Remote batteries"
},
{
"id": "d",
"label": "WiFi connection"
},
{
"id": "e",
"label": "HDMI connection"
},
{
"id": "f",
"label": "Buying a new subscription immediately"
}
],
"points": 2,
"prompt": "Amazon Fire TV Stick and Roku problems often start with which basic checks?",
"question_type": "multiple_select"
},
"id": "6be395f5-4ee0-41b9-91b1-6a99cc9308bc",
"instructions": null,
"name": "Final: streaming device checks",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: streaming device checks",
"sort_order": 114,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"all_correct_required": true,
"correct_answers": [
"a",
"b",
"c",
"d"
],
"explanation": "Cameras and doorbells are security devices and account/security changes require authorization.",
"options": [
{
"id": "a",
"label": "Factory reset device"
},
{
"id": "b",
"label": "Delete device from owner account"
},
{
"id": "c",
"label": "Change owner account credentials"
},
{
"id": "d",
"label": "Disable recording/security settings"
},
{
"id": "e",
"label": "Check whether the camera is physically present and powered"
}
],
"points": 2,
"prompt": "Which actions should field staff avoid with Ring, Blink, Arlo, or other security cameras unless authorized?",
"question_type": "multiple_select"
},
"id": "89f95fb1-c0d1-4f27-a546-b811c9138f76",
"instructions": null,
"name": "Final: camera security restrictions",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: camera security restrictions",
"sort_order": 115,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
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"correct_answer": "a",
"explanation": "No Signal usually points to input/source, power, or HDMI before deeper troubleshooting.",
"options": [
{
"id": "a",
"label": "Check TV input/source and Fire TV Stick power/HDMI connection"
},
{
"id": "b",
"label": "Factory reset the Fire TV Stick"
},
{
"id": "c",
"label": "Buy a paid app subscription"
},
{
"id": "d",
"label": "Change the WiFi password"
}
],
"points": 1,
"prompt": "A guest says the Fire TV Stick is not working and the TV says No Signal. What is the best first check?",
"question_type": "multiple_choice"
},
"id": "7fd1c2c4-d20a-4ec4-8187-cc14bb32744d",
"instructions": null,
"name": "Final: Fire TV no signal",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: Fire TV no signal",
"sort_order": 116,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
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"correct_answer": "a",
"explanation": "A dropped remote often has loose or incorrectly installed batteries. This should be checked first.",
"options": [
{
"id": "a",
"label": "Battery direction, battery seating, and whether the batteries are firmly installed."
},
{
"id": "b",
"label": "Factory reset the streaming device immediately."
},
{
"id": "c",
"label": "Change the WiFi password."
},
{
"id": "d",
"label": "Buy a new subscription."
}
],
"points": 1,
"prompt": "A guest says the Roku or Fire TV remote stopped working after it fell on the floor. What should be checked before pairing, resetting, or replacing the remote?",
"question_type": "multiple_choice"
},
"id": "d679b08c-459e-4351-a1c9-12e30da0cc5b",
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"name": "Final: dropped remote batteries",
"node_type": "question",
"parent_node_id": "e5c4574d-3bcd-4654-95bc-f179b5f163c7",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Troubleshooting Final Assessment/House Tech Troubleshooting Final Assessment/Final: dropped remote batteries",
"sort_order": 117,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
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],
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"pass_threshold_percent": 80,
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"authorized_staff_level": "cleaner, inspector, maintenance, PM",
"body": "Use when: Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.\n\nQuick diagnosis: If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.\n\nGuest impact: medium/high if TV is a promised amenity.\n\nAuthorized staff: cleaner, inspector, maintenance, PM\n\nEscalation: Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"content_kind": "reference_library",
"device_brand": "Generic TV",
"device_category": "TV / HDMI",
"device_model_or_family": "TV / HDMI",
"do_not_do": [
"Do not factory reset TV.",
"Do not change paid subscriptions.",
"Do not log into personal streaming accounts.",
"Do not remove wall-mounted TV."
],
"escalation_rule": "Escalate if correct input is selected, HDMI/power is confirmed, and the device still does not show.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV is a promised amenity.",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [
"TV screen error message.",
"Remote.",
"HDMI input/source screen.",
"Streaming device plugged into HDMI if visible."
],
"problem_specific": true,
"problem_types": [
"No Signal / Wrong Input"
],
"quick_diagnosis": "If the TV has power but says No Signal, the most likely causes are wrong input/source, unplugged HDMI device, loose HDMI cable, or streaming device without power.",
"quick_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"reference_category": "TV Input / No Signal",
"reference_id": "tv-no-signal-hdmi-input",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn TV on.",
"Find the Input/Source button on the TV remote.",
"Cycle through HDMI 1, HDMI 2, HDMI 3, etc.",
"Look behind TV if accessible and safe.",
"Identify which HDMI port contains Roku, Fire TV, cable box, or other device.",
"Select that same HDMI input.",
"Confirm streaming device has power.",
"Reseat HDMI cable/stick gently if accessible.",
"Take photo of input screen and connected HDMI device if unresolved.",
"Report if device powers on but still does not display."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the TV powers on but shows \"No Signal,\" \"No Input,\" blank HDMI screen, or the guest says the Roku/Fire Stick is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2",
"instructions": null,
"name": "TV says \"No Signal\" \u2014 HDMI/Input Fix",
"node_type": "content_step",
"parent_node_id": "22e2b5ad-5562-4b82-b279-8482fc2488e4",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal/TV says \"No Signal\" \u2014 HDMI/Input Fix",
"reference_media": [
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (1)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=uSjt385en60",
"kind": "youtube",
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},
{
"caption": "Video reference \u2014 TV says \"No Signal\" \u2014 HDMI/Input Fix (2)",
"id": "link:d6a8cc00-084f-4ba7-aea4-0f2c0db4bfd2:https://www.youtube.com/watch?v=v2rBKLPP2jA",
"kind": "youtube",
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],
"sort_order": 0,
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"searchable": true,
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},
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"instructions": null,
"name": "TV Input / No Signal",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV Input / No Signal",
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"authorized_staff_level": "cleaner, inspector, maintenance, PM, guest_services",
"body": "Use when: Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced.\n\nQuick diagnosis: If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.\n\nGuest impact: medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.\n\nAuthorized staff: cleaner, inspector, maintenance, PM, guest_services\n\nEscalation: Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.\n\nNext references: After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"device_model_or_family": "TV remotes, Roku remotes, Fire TV remotes, soundbar remotes, cable remotes",
"do_not_do": [
"Do not assume the remote is broken until battery direction and seating have been checked.",
"Do not factory reset the TV, Roku, or Fire Stick because of a dead remote.",
"Do not buy a replacement remote until simple battery checks and pairing checks are complete.",
"Do not ask guests to open damaged or leaking batteries with bare hands."
],
"escalation_rule": "Escalate if batteries are correctly installed and fresh but remote still does not respond; battery contacts are corroded; battery cover is broken/missing; remote is physically cracked; or guest cannot access the TV/streaming device and no backup remote/app option is available.",
"exclude_from_required_progress": true,
"guest_impact_level": "medium/high if TV, Roku, Fire TV, lock, fan, or soundbar use is affected.",
"keywords": [
"remote dead",
"remote dropped",
"batteries wrong way",
"battery cover off",
"remote not working",
"no light on remote",
"batteries loose",
"spring side battery",
"plus minus battery",
"remote phone support"
],
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": false,
"phone_script": "Could you open the back of the remote for me? Sometimes when the remote drops, the batteries pop out or go back in the wrong way. Please take both batteries out, then match the plus and minus symbols inside the remote. The flat end usually goes against the spring. Once they are seated firmly, try the remote again.",
"photos_to_capture": [
"Battery compartment showing battery direction.",
"Remote front.",
"Battery cover if broken/missing.",
"Any corrosion or leakage."
],
"problem_specific": true,
"problem_types": [
"Remote dead after being dropped / batteries loose / batteries inserted incorrectly"
],
"quick_diagnosis": "If a remote was dropped, the batteries may have fallen out, shifted, been reinserted backwards, or lost contact with the terminals. This is one of the easiest fixes to check by phone before sending someone to the property.",
"quick_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"reference_category": "TV / Remotes",
"reference_id": "remote-dropped-batteries-wrong-way",
"reference_link_notes": "After this check, use brand-specific remote references: Roku remote pairing, Fire TV remote not working, or TV input/remote guides.",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "internal_operational_knowledge",
"source_trust_level": "high",
"source_type": "internal_operational_knowledge",
"specific_steps": [
"Ask the guest if the remote was recently dropped or if the battery cover is loose/missing.",
"Ask the guest to open the battery compartment.",
"Confirm both batteries are present.",
"Ask them to remove both batteries.",
"Ask them to look for + and - markings inside the battery compartment.",
"Ask them to reinstall the batteries so the + and - ends match the markings.",
"Remind them the flat end usually sits against the spring.",
"Ask them to make sure both batteries are seated firmly and not loose.",
"Ask them to replace the cover if available.",
"Ask them to press a button and check for a light or response.",
"If it still does not work, ask them to try a fresh matching pair of batteries.",
"If still not working, continue with brand-specific remote pairing or replacement steps."
],
"video_source_present": true,
"when_to_use": "Use when the guest says the remote stopped working, the remote was dropped, the battery cover came off, the remote feels loose/rattly, or the remote appears dead even after batteries were replaced."
},
"id": "f80485fe-4baa-40d8-b25f-402e6670e360",
"instructions": null,
"name": "Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"node_type": "content_step",
"parent_node_id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes/Remote Dropped \u2014 Batteries Loose or Wrong Way Round",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "TV / Remotes",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.tv-remotes"
},
"id": "9a5859da-5506-4f2c-86ce-ba1a36383cf6",
"instructions": null,
"name": "TV / Remotes",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/TV / Remotes",
"sort_order": 1,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.\n\nQuick diagnosis: Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.\n\nEscalation: Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku streaming player / Roku TV",
"device_model_or_family": "Roku streaming player / Roku TV",
"do_not_do": [
"Do not remove device from owner account.",
"Do not buy subscriptions.",
"Do not change Roku account email/password.",
"Do not factory reset unless authorized."
],
"escalation_rule": "Escalate if other devices also cannot connect, WiFi password is uncertain, account login is required, or Roku still fails after approved restart.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-to-wifi",
"official_urls": [
"https://support.roku.com/article/connect-to-wifi",
"https://support.roku.com/article/check-your-network-connection",
"https://support.roku.com/article/fix-wifi-issues",
"https://support.roku.com/article/improve-your-wifi"
],
"photos_to_capture": [
"Roku network error.",
"Settings \u003e Network screen.",
"Router lights if relevant.",
"Roku device/TV location."
],
"problem_specific": true,
"problem_types": [
"WiFi setup / network connection"
],
"quick_diagnosis": "Roku network issues are usually wrong WiFi network, wrong password, weak signal, router issue, or the Roku needing a restart.",
"quick_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"reference_category": "Roku",
"reference_id": "roku-wifi-setup-check-connection",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Press Home on Roku remote.",
"Go to Settings.",
"Go to Network.",
"Choose Set up connection.",
"Choose Wireless unless using wired.",
"Select the property WiFi network.",
"Enter WiFi password from property notes.",
"After connecting, go to Settings \u003e Network \u003e Check connection.",
"If connection fails, verify password and test another device on WiFi.",
"If approved, restart Roku and router in the correct order.",
"Report error code/message if unresolved."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when Roku is not connected to WiFi, apps will not load, or the guest sees a Roku network error.",
"youtube_url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
"id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"instructions": null,
"name": "Roku \u2014 Connect to WiFi and Run Network Check",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku \u2014 Connect to WiFi and Run Network Check",
"reference_media": [
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (1)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=qzzXyJe8qpo",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=qzzXyJe8qpo"
},
{
"caption": "Video reference \u2014 Roku \u2014 Connect to WiFi and Run Network Check (2)",
"id": "link:412a9b81-07c5-4cf9-9539-3d63687330de:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "412a9b81-07c5-4cf9-9539-3d63687330de",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.\n\nEscalation: Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"content_kind": "reference_library",
"device_brand": "Roku",
"device_category": "Roku",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if remote is missing, battery corrosion is present, remote will not pair, or guest cannot use promised TV amenity.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"official_urls": [
"https://support.roku.com/article/connect-your-phone-to-a-roku-tv-system-or-streaming-player",
"https://support.roku.com/"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Remote missing / remote not pairing"
],
"quick_diagnosis": "",
"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"reference_category": "Roku",
"reference_id": "roku-remote-missing-not-pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote is being used.",
"Check if remote is simple IR or voice/pairing remote.",
"If IR remote, point directly at Roku/TV and remove obstructions.",
"If pairing remote, look for pairing button in battery compartment or on back.",
"Try approved pairing steps from Roku support or video reference.",
"If approved, use Roku mobile app only when phone is on same WiFi.",
"Report missing/damaged remote for replacement."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the guest cannot control Roku, remote is missing, remote is dead, or remote does not pair.",
"youtube_url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
"id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"instructions": null,
"name": "Roku Remote Missing or Not Pairing",
"node_type": "content_step",
"parent_node_id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku/Roku Remote Missing or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (1)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=8TE0XFTUSWM",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=8TE0XFTUSWM"
},
{
"caption": "Video reference \u2014 Roku Remote Missing or Not Pairing (2)",
"id": "link:ee8a4e68-10a3-4cf8-bf78-abfc90c64382:https://www.youtube.com/watch?v=3_ueYmfYJ40",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "ee8a4e68-10a3-4cf8-bf78-abfc90c64382",
"url": "https://www.youtube.com/watch?v=3_ueYmfYJ40"
}
],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Roku",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.roku"
},
"id": "34eeb512-5c9f-45aa-9198-4eb2789dbbe1",
"instructions": null,
"name": "Roku",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Roku",
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.\n\nQuick diagnosis: Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.\n\nEscalation: Escalate if HDMI/input/power checks do not bring back Fire TV.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"device_model_or_family": "Fire TV Stick / Fire TV Stick 4K / Fire TV Cube",
"do_not_do": [
"Do not factory reset.",
"Do not deregister Amazon account.",
"Do not buy apps/subscriptions.",
"Do not log into a personal Amazon account."
],
"escalation_rule": "Escalate if HDMI/input/power checks do not bring back Fire TV.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ"
],
"photos_to_capture": [
"TV No Signal screen.",
"HDMI port/input if accessible.",
"Fire Stick power connection.",
"Fire TV remote."
],
"problem_specific": true,
"problem_types": [
"No Signal / blank HDMI"
],
"quick_diagnosis": "Most Fire TV no-signal issues are TV input/source, HDMI connection, Fire Stick power, or failed restart.",
"quick_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-no-signal",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=uSjt385en60"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Turn on TV.",
"Press Input/Source.",
"Select the HDMI input where the Fire TV Stick is plugged in.",
"Confirm the Fire TV Stick is plugged into HDMI.",
"Confirm Fire TV Stick has power cable connected to outlet/power adapter.",
"Unplug Fire TV Stick power for 30\u201360 seconds if approved.",
"Plug Fire TV Stick back in and wait for boot.",
"Try another HDMI port only if accessible and approved.",
"Try another TV power cycle if safe.",
"If still No Signal, report with photos."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when TV says No Signal, Fire TV Stick does not display, or guest says Fire TV is not showing.",
"youtube_url": "https://www.youtube.com/watch?v=uSjt385en60"
},
"id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"instructions": null,
"name": "Fire TV Stick \u2014 No Signal / Blank Screen",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Stick \u2014 No Signal / Blank Screen",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (1)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=uSjt385en60",
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},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (2)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=v2rBKLPP2jA",
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"url": "https://www.youtube.com/watch?v=v2rBKLPP2jA"
},
{
"caption": "Video reference \u2014 Fire TV Stick \u2014 No Signal / Blank Screen (3)",
"id": "link:f380d06d-aeb3-4798-897b-f2198b9f229b:https://www.youtube.com/watch?v=NaPZciaKuB4",
"kind": "youtube",
"sort_order": 2,
"training_node_id": "f380d06d-aeb3-4798-897b-f2198b9f229b",
"url": "https://www.youtube.com/watch?v=NaPZciaKuB4"
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],
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"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
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"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.\n\nEscalation: Escalate if new batteries and official reset/pairing process do not restore control.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not move to pairing, factory reset, or replacement until battery direction and seating have been checked."
],
"escalation_rule": "Escalate if new batteries and official reset/pairing process do not restore control.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GEARX33JWH4K6WHJ",
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GBSC9NRB9A9SNM2Y"
],
"photos_to_capture": [
"Remote front/back.",
"Battery compartment.",
"Fire TV device.",
"TV screen."
],
"problem_specific": true,
"problem_types": [
"Remote not working / not pairing"
],
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"quick_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-remote-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=qRRWflCg05o"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Before pairing or replacing the remote: open the battery compartment.",
"Confirm batteries are present.",
"Confirm batteries are facing the correct direction.",
"Confirm the flat battery end is against the spring where applicable.",
"Confirm both batteries are seated firmly.",
"Try a fresh matching pair if available.",
"Confirm correct remote.",
"Move remote within 10 feet of Fire TV device.",
"Restart Fire TV device.",
"Follow Amazon official remote reset/pairing steps.",
"Try holding Home button for pairing if applicable.",
"Use Fire TV app as temporary remote only if approved.",
"Report missing/damaged/unpairable remote."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when the Fire TV remote does not control the device, will not pair, or only TV power/volume works.",
"youtube_url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
"id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"instructions": null,
"name": "Fire TV Remote Not Working or Not Pairing",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV Remote Not Working or Not Pairing",
"reference_media": [
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (1)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=otJRgI64m0M",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
"url": "https://www.youtube.com/watch?v=otJRgI64m0M"
},
{
"caption": "Video reference \u2014 Fire TV Remote Not Working or Not Pairing (2)",
"id": "link:12be5346-d4a3-448c-86b3-3c9d1dc2389b:https://www.youtube.com/watch?v=qRRWflCg05o",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "12be5346-d4a3-448c-86b3-3c9d1dc2389b",
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],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "medium",
"authorized_staff_level": "",
"body": "Use when: Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription.\n\nEscalation: Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"content_kind": "reference_library",
"device_brand": "Amazon Fire TV",
"device_category": "Amazon Fire TV",
"device_model_or_family": "",
"do_not_do": [
"Do not purchase paid content.",
"Do not enter your personal account.",
"Do not reset device.",
"Do not promise subscription availability unless property notes confirm it."
],
"escalation_rule": "Always escalate app/account/subscription issues unless property notes give exact approved instructions.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3",
"official_urls": [
"https://www.amazon.com/gp/help/customer/display.html?nodeId=GMDKZSFRSX7NKKN3"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"App login / subscription / account issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_id": "fire-tv-app-login-subscription",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-tv",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm which app.",
"Confirm exact message.",
"Take photo of message.",
"Check property notes for whether app is included.",
"Do not enter personal credentials.",
"Do not buy subscription.",
"Do not change Amazon account.",
"Escalate to PM/guest services."
],
"video_source_present": true,
"warning_badge": "Account device \u2014 do not buy subscriptions, deregister, factory reset, or use personal account without authorization.",
"when_to_use": "Use when guest says Netflix, Hulu, Disney+, Prime Video, or another app asks for login, payment, PIN, or subscription."
},
"id": "e908cb9f-79cd-4e3e-bbd8-0c8993a7c84d",
"instructions": null,
"name": "Fire TV App Login or Subscription Issue",
"node_type": "content_step",
"parent_node_id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick/Fire TV App Login or Subscription Issue",
"reference_media": [],
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Amazon Fire TV / Fire Stick",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.amazon-fire-tv-fire-stick"
},
"id": "37ae71a2-b35c-4f9f-bc4b-16ff194805c3",
"instructions": null,
"name": "Amazon Fire TV / Fire Stick",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Amazon Fire TV / Fire Stick",
"sort_order": 3,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline.\n\nEscalation: Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"content_kind": "reference_library",
"device_brand": "Generic router/modem",
"device_category": "Generic router/modem",
"device_model_or_family": "",
"do_not_do": [
"Do not press factory reset.",
"Do not change SSID/password.",
"Do not log into router admin panel unless authorized.",
"Do not move router permanently."
],
"escalation_rule": "Escalate if modem internet light is out, ISP outage suspected, password uncertain, or restart fails.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Router/modem front lights.",
"Router/modem labels if not exposing password publicly.",
"Cable connections.",
"Error screen from guest device."
],
"problem_specific": true,
"problem_types": [
"Whole-property WiFi outage"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-router-full-outage",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct WiFi name/password from property notes.",
"Test with at least two devices if possible.",
"Locate router/modem.",
"Check power lights.",
"Check internet/service light.",
"Check loose coax/Ethernet/power cables.",
"Look for ISP modem separate from WiFi router.",
"If approved, reboot in correct order: unplug modem/router, wait 30 seconds, plug modem first, wait for modem lights, plug router, wait 3\u20135 minutes.",
"Test WiFi again.",
"Report if unresolved."
],
"video_source_present": true,
"when_to_use": "Use when multiple devices cannot connect, guest reports no internet, streaming devices fail, and smart devices may be offline."
},
"id": "7ae89004-9126-4c96-9d7b-dcbd8c66c8ef",
"instructions": null,
"name": "Whole-property WiFi Down",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Whole-property WiFi Down",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use when WiFi works near router but fails or buffers in another part of the property.\n\nEscalation: Escalate recurring weak-signal complaints for network upgrade.",
"content_kind": "reference_library",
"device_brand": "",
"device_category": "WiFi / Router",
"device_model_or_family": "",
"do_not_do": [
"Do not move router permanently without approval.",
"Do not unplug mesh nodes and leave them disconnected.",
"Do not change network names."
],
"escalation_rule": "Escalate recurring weak-signal complaints for network upgrade.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [
"Extender/mesh node.",
"Router location.",
"Speed test screenshot if policy allows.",
"Problem room/location."
],
"problem_specific": true,
"problem_types": [
"Weak WiFi in room/pool area"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"reference_category": "WiFi / Router",
"reference_id": "wifi-weak-signal-bedroom-pool-area",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-wifi",
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm WiFi works near router.",
"Test signal in guest-problem area.",
"Check if extender/mesh node is unplugged.",
"Check extender/mesh lights.",
"Restart extender only if approved.",
"Check if doors/walls/distance are likely issue.",
"Report area-specific signal weakness.",
"Recommend mesh/extender/vendor follow-up if recurring."
],
"video_source_present": true,
"when_to_use": "Use when WiFi works near router but fails or buffers in another part of the property."
},
"id": "5d2846c6-9653-4f3d-a0c1-f7a1fa5a5d15",
"instructions": null,
"name": "Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"node_type": "content_step",
"parent_node_id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router/Weak WiFi in Bedroom, Patio, Pool Area, or Remote Room",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "WiFi / Router",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.wifi-router"
},
"id": "a1e27c59-26a7-499b-b1a9-f9b3ed190024",
"instructions": null,
"name": "WiFi / Router",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/WiFi / Router",
"sort_order": 4,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says their Schlage code does not unlock the door.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Schlage",
"device_category": "Encode / Encode Plus / keypad deadbolt",
"device_model_or_family": "Encode / Encode Plus / keypad deadbolt",
"do_not_do": [
"Do not share master/admin code.",
"Do not factory reset without approval.",
"Do not delete all user codes.",
"Do not leave property unlocked."
],
"escalation_rule": "Guest lockout is urgent. Escalate immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": true,
"official_source_present": true,
"official_url": "https://www.schlage.com/en/home/support/programming-guides.html",
"official_urls": [
"https://www.schlage.com/en/home/support/programming-guides.html",
"https://www.schlage.com/en/home/support.html"
],
"photos_to_capture": [
"Lock keypad.",
"Door alignment/latch.",
"Battery warning if visible.",
"Error lights if visible."
],
"problem_specific": true,
"problem_types": [
"Guest code not working"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm correct code and active time window in approved system.",
"Ask whether keypad lights up when touched.",
"Check door is fully closed/aligned.",
"Check battery warning if visible.",
"Try code once carefully if authorized.",
"Use approved backup access if guest is locked out.",
"Check app/admin only if authorized.",
"Escalate immediately if guest is waiting."
],
"reference_category": "Schlage Locks",
"reference_id": "schlage-encode-code-not-working",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (1)",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (2)",
"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm correct property.",
"Confirm guest/reservation dates.",
"Confirm correct code and active time window in approved system.",
"Ask whether keypad lights up when touched.",
"Check door is fully closed/aligned.",
"Check battery warning if visible.",
"Try code once carefully if authorized.",
"Use approved backup access if guest is locked out.",
"Check app/admin only if authorized.",
"Escalate immediately if guest is waiting."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when guest says their Schlage code does not unlock the door.",
"youtube_url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
"id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"instructions": null,
"name": "Schlage Encode \u2014 Guest Code Not Working",
"node_type": "content_step",
"parent_node_id": "94f6a339-f6aa-4e80-ba61-a876ccdeb3ac",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Schlage Locks/Schlage Encode \u2014 Guest Code Not Working",
"reference_media": [
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (1)",
"id": "link:b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4:https://www.youtube.com/watch?v=pf7DrdkOICc",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"url": "https://www.youtube.com/watch?v=pf7DrdkOICc"
},
{
"caption": "Video reference \u2014 Schlage Encode \u2014 Guest Code Not Working (2)",
"id": "link:b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4:https://www.youtube.com/watch?v=7QnY3kmJJew",
"kind": "youtube",
"sort_order": 1,
"training_node_id": "b1d59fe7-bc79-4a33-be8a-5e4facaa3aa4",
"url": "https://www.youtube.com/watch?v=7QnY3kmJJew"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when keypad is dim, unresponsive, lock reports low battery, or guest code works intermittently.\n\nEscalation: Escalate if battery change does not restore operation.",
"content_kind": "reference_library",
"device_brand": "Schlage",
"device_category": "Schlage",
"device_model_or_family": "",
"do_not_do": [
"Do not use mixed old/new batteries.",
"Do not leave dead batteries inside.",
"Do not force battery cover."
],
"escalation_rule": "Escalate if battery change does not restore operation.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://www.schlage.com/en/home/support.html",
"official_urls": [
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],
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"Test lock from outside with approved code.",
"Confirm door locks/unlocks smoothly.",
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"Report if corrosion, damaged contacts, or lock still fails."
],
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],
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"Report if corrosion, damaged contacts, or lock still fails."
],
"video_source_present": true,
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},
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"body": "Use when: Use when guest code does not unlock Kwikset Halo.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
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"https://www.kwikset.com/support/topics/user-coded-kwikset-app"
],
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"Battery compartment if relevant."
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"Check keypad wakes.",
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"Check battery level if available.",
"Use approved backup access if guest is locked out.",
"If authorized, review Kwikset app code status.",
"Escalate if unresolved."
],
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},
{
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"sort_order": 1,
"url": "https://www.youtube.com/watch?v=Wrcg6cCV-6s"
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],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
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"video_source_present": true,
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"account_change_risk": "high",
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"body": "Use when: Use when Kwikset Halo works locally but appears offline in app, or remote code sync fails.\n\nEscalation: Escalate if remote code management is affected.",
"content_kind": "reference_library",
"device_brand": "Kwikset",
"device_category": "Halo",
"device_model_or_family": "Halo",
"do_not_do": [
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],
"escalation_rule": "Escalate if remote code management is affected.",
"exclude_from_required_progress": true,
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"model_specific": true,
"official_source_present": true,
"official_url": "https://www.kwikset.com/support/answers/bluetooth-pairing-instructions",
"official_urls": [
"https://www.kwikset.com/support/answers/bluetooth-pairing-instructions",
"https://www.kwikset.com/support/productdetail/halo-keypad-wi-fi-enabled-smart-lock"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
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],
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"quick_steps": [
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"Confirm lock is within WiFi range.",
"Confirm batteries are good.",
"If authorized, check lock status in Kwikset app.",
"Follow Kwikset support for Bluetooth pairing or WiFi reconnect.",
"Do not remove lock from account unless authorized.",
"Do not factory reset unless authorized.",
"Report if reconnect fails."
],
"reference_category": "Kwikset Locks",
"reference_id": "kwikset-halo-wifi-reset-reconnect",
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{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (1)",
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"url": "https://www.youtube.com/watch?v=C3veIQrKkaE"
},
{
"caption": "Video reference \u2014 Kwikset Halo \u2014 WiFi Offline or Reconnect (2)",
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"url": "https://www.youtube.com/watch?v=yDpUwyVlgPg"
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],
"reference_only": true,
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"If authorized, check lock status in Kwikset app.",
"Follow Kwikset support for Bluetooth pairing or WiFi reconnect.",
"Do not remove lock from account unless authorized.",
"Do not factory reset unless authorized.",
"Report if reconnect fails."
],
"video_source_present": true,
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},
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{
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{
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"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Yale lock code is missing, wrong, expired, or not accepted.\n\nEscalation: Guest lockout is urgent. Escalate immediately.",
"content_kind": "reference_library",
"device_brand": "Yale",
"device_category": "Yale Assure / Assure Lock 2",
"device_model_or_family": "Yale Assure / Assure Lock 2",
"do_not_do": [
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"official_url": "https://support.shopyalehome.com/",
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],
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],
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"Check keypad wake/response.",
"Check door alignment.",
"Check battery status if possible.",
"If authorized, use Yale app or keypad programming guide.",
"Use approved backup access if guest is locked out.",
"Escalate if unresolved."
],
"reference_category": "Yale Locks",
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},
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"kind": "youtube",
"sort_order": 1,
"url": "https://www.youtube.com/watch?v=yVk3naKK0Zg"
},
{
"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
"kind": "youtube",
"sort_order": 2,
"url": "https://www.youtube.com/watch?v=ciHoxeXDJjE"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-lock",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
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"Confirm code and schedule in approved system/app.",
"Check keypad wake/response.",
"Check door alignment.",
"Check battery status if possible.",
"If authorized, use Yale app or keypad programming guide.",
"Use approved backup access if guest is locked out.",
"Escalate if unresolved."
],
"video_source_present": true,
"warning_badge": "Security device \u2014 do not reset, delete codes, or share admin/master access without authorization.",
"when_to_use": "Use when Yale lock code is missing, wrong, expired, or not accepted.",
"youtube_url": "https://www.youtube.com/watch?v=t9-fid4TLSo"
},
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"caption": "Video reference \u2014 Yale Assure \u2014 Entry Code Setup / Guest Code Issue (3)",
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],
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},
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},
{
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"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.\n\nQuick diagnosis: Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.\n\nEscalation: Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"content_kind": "reference_library",
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"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
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"Do not change owner credentials.",
"Do not disable recording/security settings.",
"Do not remove device unless authorized."
],
"escalation_rule": "Escalate if camera/security/privacy concern is involved or app access/account action is needed.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
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"https://ring.com/support/articles/8i61o/fixing-setup-issues"
],
"photos_to_capture": [
"Doorbell/camera.",
"App offline screen if authorized.",
"Router lights if relevant.",
"Physical damage or obstruction."
],
"problem_specific": true,
"problem_types": [
"Device offline"
],
"quick_diagnosis": "Ring offline issues are usually WiFi/router, weak signal, battery/power, or device needing reconnect through Ring app.",
"quick_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-device-offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"kind": "youtube",
"sort_order": 0,
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm property WiFi is working.",
"Check if other devices are online.",
"Check Ring device power/battery if visible/authorized.",
"Check if device is physically present and undamaged.",
"If authorized app access exists, check device health/status.",
"Follow Ring official offline-device guide.",
"Restart router/modem only if approved.",
"Reconnect Ring to WiFi only if authorized.",
"Report unresolved offline status."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Ring app shows device offline, live view unavailable, or doorbell/camera is not responding.",
"youtube_url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
},
"id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"instructions": null,
"name": "Ring Doorbell or Camera Offline",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell or Camera Offline",
"reference_media": [
{
"caption": "Video reference \u2014 Ring Doorbell or Camera Offline",
"id": "link:0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74:https://www.youtube.com/watch?v=ZUvcGQCRyFk",
"kind": "youtube",
"sort_order": 0,
"training_node_id": "0ec0fecd-9a6f-4ee5-bd0a-926e92d60f74",
"url": "https://www.youtube.com/watch?v=ZUvcGQCRyFk"
}
],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working.\n\nEscalation: Escalate if doorbell/camera is a listed amenity or security device.",
"content_kind": "reference_library",
"device_brand": "Ring",
"device_category": "Ring",
"device_model_or_family": "",
"do_not_do": [
"Do not change notification or security settings without approval.",
"Do not remove or reset the doorbell."
],
"escalation_rule": "Escalate if doorbell/camera is a listed amenity or security device.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://ring.com/support/articles/uii72/fixing-offline-devices",
"official_urls": [
"https://ring.com/support/articles/uii72/fixing-offline-devices"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Doorbell not ringing / chime issue"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_id": "ring-doorbell-not-ringing",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm whether doorbell has power/battery.",
"Press button and observe response.",
"Check if Ring Chime device is plugged in if present.",
"Check WiFi/router.",
"If authorized, check Ring app device/chime settings.",
"Do not change notification/security settings without approval.",
"Report chime issue."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest says doorbell button works but indoor chime does not ring, or Ring notification/chime is not working."
},
"id": "bed4e388-3c78-4b49-8c62-9b3f8fd1179e",
"instructions": null,
"name": "Ring Doorbell Not Ringing or Chime Not Working",
"node_type": "content_step",
"parent_node_id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras/Ring Doorbell Not Ringing or Chime Not Working",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Ring Doorbells \u0026 Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.ring-doorbells-and-cameras"
},
"id": "57dc7e46-b7f3-4554-9a21-9d0d4d08b736",
"instructions": null,
"name": "Ring Doorbells \u0026 Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Ring Doorbells \u0026 Cameras",
"sort_order": 8,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when a Blink camera shows offline or live view does not work.\n\nEscalation: Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not delete camera from account.",
"Do not factory reset without approval.",
"Do not move camera permanently.",
"Do not change owner account."
],
"escalation_rule": "Escalate if Sync Module is offline, account access is needed, or camera is security/privacy sensitive.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"official_urls": [
"https://support.blinkforhome.com/issues-with-your-camera/camera-offline-message",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide",
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting"
],
"photos_to_capture": [
"Camera.",
"Sync Module lights.",
"App offline screen if authorized.",
"Battery compartment if relevant."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm Sync Module is online.",
"Confirm property WiFi is working.",
"Power cycle camera only if approved.",
"Replace batteries if authorized and correct battery type is available.",
"Move camera closer to Sync Module only if authorized.",
"Check for physical damage or obstruction.",
"Follow Blink official offline message support.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when a Blink camera shows offline or live view does not work."
},
"id": "dad0ded5-1c2d-4a01-82f9-660ddfa0bdb5",
"instructions": null,
"name": "Blink Camera Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when multiple Blink cameras are offline or Sync Module LED indicates issue.\n\nEscalation: Escalate if Sync Module cannot reconnect.",
"content_kind": "reference_library",
"device_brand": "Blink",
"device_category": "Blink",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset unless authorized.",
"Do not delete Sync Module from account."
],
"escalation_rule": "Escalate if Sync Module cannot reconnect.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"official_urls": [
"https://support.blinkforhome.com/en_US/sync-module-xr-plus-troubleshooting",
"https://support.blinkforhome.com/wi-fi-or-network-issues/wifi-guide"
],
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Sync Module offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"reference_category": "Blink Cameras",
"reference_id": "blink-sync-module-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Locate Sync Module from property notes.",
"Check power.",
"Check LED pattern.",
"Confirm router/WiFi works.",
"Power cycle Sync Module only if approved.",
"Follow Blink official Sync Module troubleshooting.",
"Report LED pattern and result."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when multiple Blink cameras are offline or Sync Module LED indicates issue."
},
"id": "dc7e11a2-ab67-4ca9-81cb-344bf739bc41",
"instructions": null,
"name": "Blink Sync Module Offline",
"node_type": "content_step",
"parent_node_id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras/Blink Sync Module Offline",
"reference_media": [],
"sort_order": 2,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Blink Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.blink-cameras"
},
"id": "e9951d45-d6c4-4006-9e6c-462a01bb072c",
"instructions": null,
"name": "Blink Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Blink Cameras",
"sort_order": 9,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue.\n\nEscalation: Escalate if account/app access or security issue is involved.",
"content_kind": "reference_library",
"device_brand": "Arlo",
"device_category": "Arlo",
"device_model_or_family": "",
"do_not_do": [
"Do not factory reset.",
"Do not remove device from account.",
"Do not change owner security settings."
],
"escalation_rule": "Escalate if account/app access or security issue is involved.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": true,
"official_url": "https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"official_urls": [
"https://kb.arlo.com/000062923/Arlo-Camera-Offline-Troubleshooting",
"https://www.arlo.com/en_gb/support/faq/1133448/My-Arlo-wire-free-camera-is-offline-how-can-I-troubleshoot-it",
"https://kb.arlo.com/000062993/How-to-access-the-Arlo-Support-Center"
],
"photos_to_capture": [
"Camera.",
"Base station/SmartHub lights.",
"App offline screen if authorized."
],
"problem_specific": true,
"problem_types": [
"Camera offline"
],
"quick_diagnosis": "",
"quick_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"reference_category": "Arlo Cameras",
"reference_id": "arlo-camera-offline",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Confirm power/battery.",
"Check property WiFi/router.",
"Check Arlo base station/SmartHub if present.",
"Check camera physical condition.",
"Check distance/signal if known.",
"Power cycle device/base station only if approved.",
"Follow Arlo official offline-camera troubleshooting.",
"Report if unresolved."
],
"video_source_present": true,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when Arlo camera shows offline, live view unavailable, or guest/owner reports camera issue."
},
"id": "f542602e-5453-40bd-acad-739ac857dfab",
"instructions": null,
"name": "Arlo Camera Offline",
"node_type": "content_step",
"parent_node_id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras/Arlo Camera Offline",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Arlo Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.arlo-cameras"
},
"id": "25940d9b-ee44-4e83-9668-f3f28f0ccfc8",
"instructions": null,
"name": "Arlo Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Arlo Cameras",
"sort_order": 10,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"account_change_risk": "high",
"authorized_staff_level": "",
"body": "Use when: Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern.\n\nEscalation: Always escalate guest camera/privacy concerns immediately.",
"content_kind": "reference_library",
"device_brand": "Generic",
"device_category": "Generic",
"device_model_or_family": "",
"do_not_do": [
"Do not tell guest \"it is definitely legal.\"",
"Do not disable recording unless authorized.",
"Do not move/remove camera.",
"Do not discuss owner private settings.",
"Do not share account access."
],
"escalation_rule": "Always escalate guest camera/privacy concerns immediately.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"is_security_device": true,
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Guest privacy/security concern"
],
"quick_diagnosis": "",
"quick_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"reference_category": "Generic WiFi Cameras",
"reference_id": "camera-privacy-guest-concern",
"reference_only": true,
"report_deep_link": "/maintenance/new?category=tech-camera",
"requires_authorization_for_account_changes": true,
"requires_authorization_for_reset": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Listen calmly.",
"Do not argue.",
"Do not make privacy/legal statements.",
"Do not disable or move cameras without authorization.",
"Document exact concern.",
"Photograph visible camera location if appropriate.",
"Escalate to manager immediately.",
"Follow platform/property policy."
],
"video_source_present": false,
"warning_badge": "Privacy/security device \u2014 do not move, disable, reset, or change account settings without authorization.",
"when_to_use": "Use when guest asks about cameras, claims a camera is inappropriate, asks for a camera to be turned off, or expresses privacy concern."
},
"id": "b10f09e1-5f25-4587-8f3e-321e1b306c4c",
"instructions": null,
"name": "Guest Concern About Camera or Doorbell",
"node_type": "content_step",
"parent_node_id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras/Guest Concern About Camera or Doorbell",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
"reference_category": "Generic WiFi Cameras",
"reference_only": true,
"searchable": true,
"seed_lesson_key": "ref.generic-wifi-cameras"
},
"id": "e4ac9404-9f1e-4921-8db8-21ee28073c84",
"instructions": null,
"name": "Generic WiFi Cameras",
"node_type": "lesson",
"parent_node_id": "fb67dc0b-33c2-42a5-a178-d1afefe3b860",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Generic WiFi Cameras",
"sort_order": 11,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
},
{
"children": [
{
"children": [],
"extra": {
"authorized_staff_level": "",
"body": "Use when: Use before troubleshooting or when onboarding a new property.\n\nEscalation: Escalate missing tech notes to PM before guessing device details.",
"content_kind": "reference_library",
"deep_link_label": "Open property tech notes",
"deep_link_url": "/properties/{property_id}/tech-notes",
"device_brand": "All properties",
"device_category": "All properties",
"device_model_or_family": "",
"do_not_do": [
"Do not store master codes or owner admin passwords in guest-facing notes."
],
"escalation_rule": "Escalate missing tech notes to PM before guessing device details.",
"exclude_from_required_progress": true,
"guest_impact_level": "",
"last_reviewed_at": "2026-06-28",
"model_specific": false,
"official_source_present": false,
"photos_to_capture": [],
"problem_specific": true,
"problem_types": [
"Property documentation"
],
"quick_diagnosis": "",
"quick_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"reference_category": "Property Tech Notes",
"reference_id": "property-tech-notes-template",
"reference_only": true,
"reviewed_by": "Indigo workflow seed",
"searchable": true,
"source_category": "official_manufacturer_and_curated_reference",
"source_trust_level": "high",
"source_type": "official_manufacturer_and_curated_reference",
"specific_steps": [
"Record WiFi network name and password.",
"Record router/modem location and restart permission.",
"Record TV type, remote notes, and HDMI input for each streaming device.",
"Record Roku/Fire TV location, HDMI port, app owner, and restart permission.",
"Record smart lock brand/model, app owner, backup access, and battery type.",
"Record Ring/Blink/Arlo camera locations, power type, and privacy notes.",
"Record door alignment notes and vendor contacts.",
"Attach photos of router, TV inputs, lock, and cameras.",
"Record last verified date and who verified."
],
"video_source_present": false,
"when_to_use": "Use before troubleshooting or when onboarding a new property."
},
"id": "2a911f76-5a27-4443-bc2d-976982de5b41",
"instructions": null,
"name": "Property Tech Notes \u2014 What to Record",
"node_type": "content_step",
"parent_node_id": "9bb8cc8d-93a1-46e4-b45e-b4c850afec9e",
"path_text": "House Tech Troubleshooting \u2014 WiFi, TV, Roku \u0026 Smart Locks/House Tech Reference Library/Property Tech Notes/Property Tech Notes \u2014 What to Record",
"reference_media": [],
"sort_order": 0,
"source_node_id": null,
"training_version_id": "ce487ead-f441-42e2-9761-0d0c1205528a"
}
],
"extra": {
"always_revisitable": true,
"exclude_from_required_progress": true,
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Program settings
Scoring, compliance rules, quiz timing, and how learners move through this program.