What procedure is used to identify non-responsive set-top boxes (STBs)?

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Polling STBs to check for responses is an effective procedure because it directly engages the devices to determine their operational status. By sending a signal or request and waiting for a response, customer service personnel can quickly identify which set-top boxes are functioning as expected and which are not. This method allows for a systematic evaluation of multiple devices at once, making it efficient for troubleshooting.

In contrast, visual inspections and inspecting physical connections, while helpful for identifying obvious issues, often do not provide a comprehensive view of the device's functional status. They may overlook deeper technical problems that polling can reveal. Running diagnostic tests via the user interface can also be useful, but this approach may require user interaction and does not cover the same breadth of devices at once as polling does. Therefore, polling stands out as the most proactive and efficient way to assess the responsiveness of set-top boxes.