Abstract: The present invention relates a method and system for television set-top box (STB) service and support. Typical STBs provide little feedback to the user when there is an error or a failure, and generally only do so when the user attempts to perform a task. The system of the invention employs periodic testing of various devices and applications, so that the user is generally of failures in advance. As well, the testing is performed at different levels in the system, so that the user can be provided with troubleshooting information tailored to the particulars of the failure. Thus, when there is a failure, the user is provided with focussed instructions on how to address it. If the user ultimately has to contact a help desk, this feedback information can be passed to the help desk, which greatly reduces the burden on the help desk.