Automated initiation of help session in a video streaming system

An automated process executable by an internet gateway device in communication with a streaming server over a network, wherein the internet gateway device provides for internet connection between a video player device and the streaming server via the network, and where the internet gateway device includes a physical help button on the internet gateway device, the automated process comprising:

• monitoring for an activation of the physical help button disposed on the internet gateway device comprising a firewall, wherein the internet gateway device is not a set-top box, wherein the activation of the physical help button on the internet gateway device automatically causes the internet gateway device to initiate a connection with a help center;
• responsive to the activation of the physical help button, sending a first message from the internet gateway device through the firewall to the streaming server to initiate a sending of a first acknowledgement message from the streaming server to the internet gateway device;
• responsive to receiving the first acknowledgement message, sending a second acknowledgement message from the internet gateway device to the streaming server to establish a TCP connection through the firewall and between the internet gateway device and the help center associated with the streaming server, wherein the firewall of the internet gateway device implements network address translation (NAT) to reject unsolicited network communications with the video player device, wherein the firewall allows the TCP connection and avoids the NAT in response to the first message originating from the internet gateway device;
• transmitting error information from the internet gateway device to the help center via the TCP connection;
• and
• changing, by the internet gateway device and in response to a command from the help center, an operational parameter of the internet gateway device to repair operational errors diagnosed by the help center using the error information, wherein changing the operational parameter further comprises creating a repair ticket and sending the repair ticket to a repair technician.