System and Method to Troubleshoot a Set Top Box Device

A computer-implemented method includes receiving, at a monitoring center of a media distribution network, from a set top box device associated with a customer account, first error data indicating occurrence of a first error at the set top box device at a first time. The set top box device is at least partially functional after occurrence of the first error. The computer-implemented method includes receiving, at the monitoring center, second error data indicating occurrence of a second error at the set top box device at a second time. The set top box device is at least partially functional after occurrence of the second error. The computer-implemented method includes determining an elapsed time between the first time and the second time. The computer-implemented method includes automatically generating a trouble ticket indicating failure of the set top box device when the elapsed time satisfies a first threshold.