Useful STB Info
 

I've seen a few threads recently where people are asking things like "My STB says 'Err3' - what does that mean?". Plus it's common to see posts where people suggest - what seems to be a standard 1st thing to try for some problems - "Turn off STB. Remove, wipe, & re-insert card. Turn on STB".

So I thought I'd start a thread to try & collate all the useful STB info [I think other people may have suggested this before, too].........


Diagnostics:

To access the engineering diagnostic screens, press "Page Up", "Page Down", "Blue". This will give you various useful bits of info, including your signal levels.


How to do a quick reset of the STB

To quickly reset the STB, do the following on the front panel keys:

Pace 1000, 1000b and 2000 -- press and hold Okay, press and hold left, then press TV.

Pace 4000 and 4010 -- press and hold left and right, then press Services.

Pace 4001 -- not possible

Samsung -- OK + Left + Right

Freezing, Crashing, Locking, etc.: [????]

If your STB has problems freezing or crashing, try rebooting it first - this clears the memory. Also, if you hold the "Down" key whilst rebooting, it changes the way the STB boots up, which apparently makes it slightly better at picking up weaker signals.


If your STB locks up totally, try switching it off completely, and leave it turned off for a few minutes. Remove the card, carefully wipe it with a clean dry cloth, & then re-insert the card. Make sure the card is correctly inserted, then switch the STB back on.


Also, always check that the cables are correctly plugged into the back of the STB, & that the card is correctly inserted into its slot. Sometimes a problem may simply be caused by a loose connection.


If you continue having problems, call Customer Services on 0800 052 2000, & select the option for Faults.


Loss of picture and/or sound

Take out and reinsert scart leads on stb and tv, sometimes they can be loose. If problems persist, call Customer Services on 0800 052 2000, & select the option for Faults.


Some error codes:

Err2 - not enough DRAM available in the STB. [not sure what the resolution for this is? Reboot? New box?]

Err3 - memory failure. This means the STB is completely dead, & will need replacing. Call Customer Services on 0800 052 2000, & select the option for Faults.

Four "8"s along the front - STB probably needs replacing. Call Customer Services on 0800 052 2000, & select the option for Faults.


Changing the RF Channel

If you want to change the STB's RF channel (e.g. if the current one conflicts with other channels tuned in on your TV):


Pace 1000 and 2000 - Press "TV", "OK" and "Right" at the same time - this will show the current RF channel no. on the display. Use "CH+" & "CH-" to change it to what you want, then "OK" to confirm the new channel.

Pace Di4000-N and Di4000-T - Press and hold select, then add left arrow, then add services. Use CH + or CH - to alter the channel shown on the LED display. You can also switch the Remodulator off by going below channel 21. Then repeat the button sequence to store the setting.

Samsung box - Press "TV", "OK" and "Right" at the same time - this will show the current RF channel no. on the display. Use the up and down arrow keys to change it to what you want, then press "OK", "Right" and "TV" again to confirm the new channel.


Detailed list of some of the different features of various boxes:

http://homepage.ntlworld.com/altisuk/temp/stb.xls

(currently only includes Pace boxes for Langley)



I don't actually have ntl CATV, so all of the above has simply been gleamed from reading through a few past threads in this forum (including posts by Proppin', spiderplant, MovedGoalPosts, sirsimon, Mike Harrison, Debsy42, Tristan, altis, Peter Litler, and various others :tu: ).


If anyone has any corrections, updates, extra info etc., then please post it & I will update this.


Also, it would be very handy if people could post with any specifics regarding the Samsung box & the different Pace boxes. Does the above work on all? Is there anything which will work on one make/model but not on another? etc......

Re: Useful STB Info
 

The only thing I can see so far is to ask people to ring Faults not Customer Service, two different departments so if people ring CS they will end up getting transferred

Just reading through it so more :tu:

Re: Useful STB Info
 

Thankyou for that :)

What's the number for Faults? I couldn't find a direct number...

Re: Useful STB Info
 

Sorry same number but click option for Faults

(or 151 from an NTL phoneline)

Just thought, for loss of picture or sound, take out and reinsert scart leads on stb and tv, sometimes they can be loose

Re: Useful STB Info
 

Updated. Cheers :)

Re: Useful STB Info
 

To quickly reset the STB, do the following on the front panel keys:

Pace 1000, 1000b and 2000 -- press and hold Okay, press and hold left, then press TV

Pace 4000 and 4010 -- press and hold left and right, then press Services


I don't think there's a quick reset combination for the 4001, though I could be wrong. I can't remember about the Samsung -- where's Spiderplant when you need him?

Also, to change the RF channel on the 1000 and 2000, press Okay, right and TV as above. The current RF channel will appear in the display, which you can change using the Channel +/- keys. Again, I'm not sure how to do this on other STBs, but others may know.

Re: Useful STB Info
 

Cheers. Updated :)

Re: Useful STB Info
 

Anyone know how to change the RF channel on a Pace 4001 - I don't have an OK button on the box or the remote.

Re: Useful STB Info
 

Not up at 01:23, that's for sure.

Can't do it on 4001. It's OK + Left + Right on Samsung

Re: Useful STB Info
 

Added :)

Re: Useful STB Info
 

Here's a detailed list of some of the different features of various boxes:

http://homepage.ntlworld.com/altisuk/temp/stb.xls

The list is far from complete (it only includes Pace boxes for Langley) so any corrections and additions would be gratefully received. In particular, I'd like some pics of the various boxes so peeps can identify them easily.

Re: Useful STB Info
 

It might work just the same as for the Pace Di4000-N and Di4000-T.
Press and hold select, then add left arrow, then add services.
Use CH + or CH - to alter the channel shown on the LED display.
You can also switch the Remodulator off by going below channel 21.
Then repeat the button sequence to store the setting.

Re: Useful STB Info
 

Updated :)

Re: Useful STB Info
 

Thanks all - http://www.cableforum.co.uk/kb/80/nt...box-informtion & http://www.cableforum.co.uk/kb/81/ho...nel-on-the-stb

Re: Useful STB Info
 

Very Usefull thread ;) :tu:

Re: Useful STB Info
 

Hi Guys, I have a Pace DI4000 with a old style remote, (no services button) anyone know how I can get into the engineers menu to change the RF channel, its clashing with a Terrestial channel.

Thanks in advance

Taz

Re: Useful STB Info
 

Matt,
A couple of points on your error codes.
All 3 codes stated will signify a definate replacement of stb and although a reboot may bring back a temp service for the err2 code it will not be a long term fix. Simple rule of thumb is if any of those 3 codes appear get onto CS for appt.

Re: Useful STB Info
 

ive just been fiddling with my STB and found a way to reset my STB without unplugging, its already mentioned on here but theyve got it down as changing the RF channel, but for me all it does is reboots my STB.

on the box itself hold SELECT, LEFT ARROW and SERVICES

Re: Useful STB Info
 

To access the engineers screen on a Samsung STB unplug it and then hold CH+^ & CH-v (on the front) as its booting, once its on the white NTLHome screen and the front of the STB says LD14 (or somthing similer) you can let go and the engineers menu will load :D

Found this out when i was searching for a way to increase the STB's volume :)

Re: Useful STB Info
 

Black & white pictures

Black and white pictures can happen as a results of one of 2 things
1# Scart cable needs reseating causing loss of signal
2# Wrong output option set in STB as result of SOFTWare update or Boxswap
To fix stb option :
From main menu
1) Settings & services
2) Display & audio
3) change the option for video output from Composite to RGB, or other way round depending on television
4) press OK to save.

LOSS OF SOUND
can also be a result of the stb getting confused and setting the internal volume to ZERO 0 this can be fixed by following the steps above but changing the volume to a higher number then pressing OK to save.

Re: Useful STB Info
 

Please Note
If your are showing ERR1-4 faults or 8888
the stb requires replacement, by resetting the stb
this may help but is generaly short lived before the
fault re-appears.

Re: Useful STB Info
 

Hi
I've also got an RF question for my STB. NTL has replaced my old analogue STB with a General Instrument CFT 2143. The new box RF output is now on a different channel which is causing interdference with other equipment on my aerial system. Can anyone tell me how to change the RF channel output for this box?

Thanks, Reg

Re: Useful STB Info
 

I think you have to ask NTL to do it via there system.

Re: Useful STB Info
 

Faults 0800 052 2000 Option 3. Saves you queing for Cust services to be told to redial.

Re: Useful STB Info
 

Forgive me if i am wrong, but does it not say in the top left hand corner " for engineers use only"

Surley who would want to change details in there, and potentially change something you shouldnt. Explain that to a engineer who calls and he might charge you for the visit.

Re: Useful STB Info
 

If your Pace STB is stuck on "TUNE", power down, hold down key and power up. Once display says "BOOT" release down key. STB will take a while to boot but sometimes this can save an engineer by hard-resetting the STB.

Re: Useful STB Info
 

Interactive and On Demand problems

Standard error messages : IS002 and MO44

If you get any of these error messages, or you cannot access the services at all, try the following checks:

1. Check all the cables are in securely
2. Check the smart card is seating correctly. The smart card should be in the bottom slot if your box has two slots with the arrow facing inwards and the gold chip facing downwards.
3. Try rebooting the box by switching the box off at the mains for 20 seconds.

If the above checks don't fix the fault, check the connection status on the box. There are two processes; One for samsung boxes, one for PACE boxes.

PACE Boxes

1. On your NTL remote look for the page up and down buttons. On the center of the remote you should also see small red, yellow, green and blue buttons.

2. Go on to BBC 1 on your NTL cable channels. Once the now and next bar has disappeared on the bottom of the screen, press page up, page down and the blue button frorm the red, yellow and green button selection.

3. You should get a menu on screen with Network Status on the top of the screen. If you have a diary or reminder screen, press TV, re read the above instructions and try again.

4. Go down the More option and press select.

5. On the next page go down to the More option and press select.

6. On the final page you should the Conn (Connection) Status. The Conn status should have 5 - connected next to it. If it states anything less than 5 connected, you have a poor signal quality going to the box. Reboot the box and do the Conn status check again. If you still have a poor connection, a faults tech will need to attend.

Samsung Boxes

1. On the front of your NTL box, on the channel number display, look out of a MCS light. See if the light is solid or flashing.

2. If the light is stable and solid, the connection status is good. If the light is flashing, reboot the box. If the light still flashes, you have a poor signal strength and you will need to phone faults and an engineer will need to attend.

Newly Installed Samsung Boxes

If you have a newly installed Samsung box in the property, there could be a software bug. Switch the box off at the mains for at least 3 minutes and switch it back on again. See if you can access Interactive / On demand now, if not call faults.

General Fault Advice

Always report the fault to NTL no matter what as soon as possible. Loss of Service credit and credit adjustments can only be put on the account if you have reported the fault to NTL. NTL have three days to fix a fault due to OFCOM regulations, after that you can apply for LOS credit. NTL do not recredit for area faults.

Re: Useful STB Info
 

Just a quick note on the information provided for finding the connection status on your STB. For Langley customers do as above. For (with PACE / Samsung boxes) all Bromley customers, check the MCNS light on the front is on consistently, if not, call faults.


Hope that helps :)

Re: Useful STB Info
 

Standard PINS for On Demand

Just had your STB and don't know the PIN? Try:

Langley :
0000 / 1234
Bromley :
1111 / 1234 / rarely last 4 digits of smartcard number

If you type your PIN in incorrectly 3 times your PIN will be locked out for 15 minutes. After 15 minutes, you can try to enter your PIN again.

If none of the above helps you, call Faults and a signal will be sent down the reset the PIN. You will be advised of the new PIN when it is reset.

Re: Useful STB Info
 

Had this very problem for the first time tonight. After a few hours of frustration was about to follow The Damned's advice and "Smash It Up"... then remembered to try this forum. Low and behold... The Cure.... a partial cure anyway. It now progresses beyond "TUNE" to a message that says the channels are currently unavailable "may be due" to my cable becoming unplugged. I've checked connections already so it's not looking good. All the same.. I appreciate the tip.... TNX

Re: Useful STB Info
 

The number is 08451420000 not 08450420000.

Also anytime your box says er or err it requires a tech with the exception of err11, err12, err16, which are outages. TunE is also an outage. NIT is an outage. PACE is the same as 8888 if locks there.

Onscreen error codes:

1050, is interactive no access, perform a mains reset, if not resolved book a troublecall for a tech visit.
1057, teleport fault server to busy restart event/mains reset, if not resolved stage to dq where you'll get a call in 5 days to ask if it's working again.
1059, PPV error send an I1 hit to resolve.

There are loads short of dumping the FDT here.

Re: Useful STB Info
 

Thanks for the Info all..Very useful...

Re: Useful STB Info
 

I've got the error code IS002 on my 2nd STB when I try to access on demand I've done the above abd the connection status is ok so have reported it to faults but what does card waiting on the last screen mean?

Re: Useful STB Info
 

On the TV drive(exTW), press and hold the up & down buttons then press reset. Relese buttons once led says dIAG. This puts you in engineer pages. IIRC you can change modulator channel.

If you press and hold the ok button and reset, it comes up with another screen headed 'Guardian', followed by a load of bumph saying it needs updating, please standby. Underneath this is some hardware/software version info.

Using the up & down buttons on Pace 4000t whilst disconnecting/reconnecting mains also takes you to engineers pages.

Re: Useful STB Info
 

V+ Sci/At 8300DVB specs: http://www.sciatl.com/customers/Source/7004921.pdf


Incredibly useful Fred - LOL

Re: Useful STB Info
 

I had two STB previously, one Pace and one Samsung. Last week, the Pace box was replaced with a V+ box. Delighted with the V+ and everything works fine with that - but I now find that there's no VoD with the Samsung box, and I'm getting the response IS002. It used to be ok, and I'm wondering if the account was set incorrectly when the Pace box was removed?
Anyhow, I called CS this morning, and eventually was told "there's a general problem in your area, and it will be fixed by 8pm Monday night."

I'm a litte sceptical having read this thread, and I think that the Sunday call centre didn't have the knowledge about this fault. I guess it's something that I'm going to have to persist with tomorrow?

Re: Useful STB Info
 

Does anyone know how to change the RF channel on a V+ box?

Re: Useful STB Info
 

From earlier posts, I recall that IS002 and M041 (I think) mean that your interactive services have not been applied correctly, and it needs to be escalated to second level support. I had it after they installed the V+ box, and the existing Samsung lost its ability to view VOD. A call (well three actually - I initially called on Sunday afternoon) got it working again.

Re: Useful STB Info
 

See post #34 above.

Cheers

Frame advance mode on V+
 

I seem to have found an undocumented feature on the V+ [I did check in the V+ user guide, but can't see any mention of it]. You know how on some VCRs if you pause the tape, then press the fast forward button it goes into frame advance mode? Well it turns out the V+ can do the same thing. Instead of just pressing the FF button though, you have to press & hold it for a second or so. When you do you'll see the mode icon change from pause to both the pause & FF icons. Doesn't work for rewind though.

Re: Useful STB Info
 

Error 1021????? No on demand.
40 minute wait on helpline.
No help from Virgin Media.
No surprise there.

Does anyone know what this error is.:mad::mad::mad::mad:

Re: Useful STB Info
 

there are plenty of err msgs that you get back from on-demand gcmac,most of them arent a problem with the box,more with the on-demand servers.try your interactive services (just browse anything) if this works ok at least you know your box is locked on to the network..other err msgs begin with: SAEC,meaning about the same.is it when you actually press on demand or is it certain content you are trying to view?

Re: Useful STB Info
 

If i press interactive on remote it happens.

if i press guide and try and select any service e.g. movies on demand, catch up on demand, etc, etc it happens.
Tried resetting. No change.
???????

---------- Post added at 20:40 ---------- Previous post was at 20:39 ----------

2 weeks it has been like this

Re: Useful STB Info
 

what make of crap,er,set top box is it m8??

Re: Useful STB Info
 

pace Di4010-N

Re: Useful STB Info
 

A phase 3 pace .Does the box have a ip address?:)

Re: Useful STB Info
 

Then they had the cheek to try and charge me £10 if the engineer comes on Monday between 4 and 7 and no one is in. I told him I wanted someone between 5 and 7.

I think I will wait until the engineer knocks my door and leave him waiting for 40 mins before answering the door:D:D:D:D:D:D:D. lol only kidding.

---------- Post added at 21:23 ---------- Previous post was at 21:19 ----------

i think it said ip address 'not defined'

---------- Post added at 21:23 ---------- Previous post was at 21:23 ----------

I have all my normal channels. No on demand???

Re: Useful STB Info
 

to be fair it is difficult to narrow down appts due to not knowing how long each job would take,traffic/road conditions/techs finishing at different times etc,..but if you ask them to narrow it down they can officially do this with a nod from the manager on service in that area,try that.;)

Re: Useful STB Info
 

only kidding.

understandable.

Re: Useful STB Info
 

i know :tu: why not try asking them to contact the manager though,i get jobs with narrowed down appts,if they have my managers name on i make sure i visit last so they'll be in.did this last week even though out of all my jobs it was furthest from home when i finished :(

Re: Useful STB Info
 

cheers

Re: Useful STB Info
 

Just reading through this section and wondered if anyone could clarify what the "tune" message means - it appeared without anything being done one day and now it appears every time the box is booted and wont go away. The display on the TV also tells me that it's being upgraded but never goes away either. Hopefully have an engineer out next week!

Re: Useful STB Info
 

Tune on a pace means 1 there is no signal to the box or 2 the tuner has gone needs a new box .
LD20 on samsung means the same

Re: Useful STB Info
 

What are the samsung error codes?

Re: Useful STB Info
 

Samsung led error codes are er 01 02 03 04 05 then LD 01 02 03 04 10 11 12 13 14 15 16 20 30 and ld 40 if the box stick on any of these duriing boot up some of them require a box change and some require a rehit and some are aera related :)

Re: Useful STB Info
 

Great thread for Pace box users... What are the error codes for Samsung boxes? The SMT-2100c and the SMT-2100C

Re: Useful STB Info
 

what does it mean if i reboot my pace box and its say (pat)

Re: Useful STB Info
 

If it says PAt for more than a couple of seconds, you need to ring VM.

Re: Useful STB Info
 

i have ntl pace box and it just say tune what can i done to get it working please can someone help

Re: Useful STB Info
 

nothing flufff,you need to ring to arrange a tech visit,the official line for stt's stuck on tune is retn to stores.:(

Re: Useful STB Info
 

I have a pace box which got stck in tune, best thing is to get a replacement more often than not.

Re: Useful STB Info
 

I know its a bit late, but heres the explanation...

On Demand services are temporarily unavailable, please try again later. If this keeps happenning please call us free on 151, and Quote Error 1021. If you are not a Virgin phone Customer see "Help and Info" on your Virgin Home page for contact details or look on the back of your Bill.

What does this mean? - VoD is initialising and has detected no return path

Likliest Cause? - The Return path not available. This may be Customer premise equipment, Last Drop or Access / Headend

Resoloution - Tech Callout required

Hope this helps!

Re: Useful STB Info
 

For a new V box, what would you do in order to access the Diagnostic Menu? The above, doesn't seem to work.

Re: Useful STB Info
 

Home->Settings->Technical Stuff.

But why do you want to?

Re: Useful STB Info
 

I'm wanting to look at the Blue, DOCSIS Engineers Menu. Which shows the signal levels, etc, etc.

Re: Useful STB Info
 

Have you got a Samsung box?

If is like this:

http://www.samsungbusiness.com/samsu...l_smt2110c.jpg

Turn off at the plug and then holding down the CH۸ and CH۷ turn the box back on.

Keep them held for about 10 seconds and the hit OK on your remote.

Should take you into the diagnostics menu.

I've never been able to see any channels that others have said are testing.

Re: Useful STB Info
 

anyone know how to resolve the fault 1059/0SS20006,on a virgin media box?as Virgin media dont seem in any hurry to sort this out,which i have now had for a week.

Re: Useful STB Info
 

1059 is a server issue, so it will sort itself out (you can't do anything I'm afraid, it all VMTS). :)

Re: Useful STB Info
 

Thanks for letting me know Tom.So how long then? what does VMTS Mean?

Re: Useful STB Info
 

Virgin Media Technical Support... Usually.
Although i suspect it may be the name of a server based system in this context. I'm as puzzled as you!

Re: Useful STB Info
 

Sorry, I meant Technical Support. :)

Checking the status page, I can't see a 1059, which area are you in?

Merry Christmas everyone! Next year I'll try and spend more time over here, I'm mainly on DS at the moment!

Tom :)

Re: Useful STB Info
 

Last night our STB went off. Switching it off for 2 minutes and on again wouldn't help. The button on the front stayed red and nothing appeared on the display. It's one of the silver Samsung ones and we only got it before Xmas. Before that we had a different coloured STB's, I don't know what make it was but it was a total pain and needed switching on and off again to reset it every couple of of days. The Samsung one has been great until it went off yesterday.

Later last night it just came on by itself.

This morning it wouldn't switch on, but switching off for 2 min & on again works most of the time (although a couple of times it went through the usual things it shows on the display but right at the end it didn't come on like it should have done). The only problem is when it's switched off again it won't come back on requiring the whole reset palaver all over again. When it's swirched off, the button goes red but sometimes the channel number is still showing on the display.

Does anyone know what's wrong?

An engineer can't come out until the 26th so I suppose we've got to put up with resetting it every time we want to switch it on and hoping that it'll come on this time. :mad:

Re: Useful STB Info
 

It's a well-known hardware fault. If it's working leave the box on until the tech comes.

Re: Useful STB Info
 

Thanks for this post people. my box died last night err2, so with the help of this thread I now know I will prob have to get a new box

Re: Useful STB Info
 

Hi i switched on my set top box about 30mins ago and it continuously runs through a sequence.

its says eaas, err4, lait, ldpd, pace, ntl, not in this order, it also runs through every channel really quickly with the three led lights flashing beside the numbers.

have tried switching it on and off, it is an ntl pace box. i read somewhere that it maybe updating and to leave it for a while??


help help help

Re: Useful STB Info
 

Please don't post the same problem in multiple threads. I have responded to your other post.

Re: Useful STB Info
 

This not a fault but merely a question out of curiosity.

I have a Scientific Atlanta 4200 STB. Up until about 3 weeks ago on boot-up it used to display something like "¬0¬" on the front panel before the channel number is displayed, now it cycles through a sequence of letters and numbers like "AP01, AP02, AP03" etc ending on "PL03" before the channel number.

Does anyone know why this has been changed, or is it because my box has been set into a peculiar mode?

I am on the Ex-Telewest network.

Re: Useful STB Info
 

Yes. The extra information was added in the latest code. It is used during fault finding. Although I don't know what the info means, it is supposed to be more specific that previous box error messages

Re: Useful STB Info
 

i get that too but not on v + box i don't think?

Re: Useful STB Info
 

Ok i tried doing the RF thing on the samsung and it does not work do i need to go into the settings then techincal bit and do i also need to do this on the box or will it work on the remote.

Thanks

Re: Useful STB Info
 

You have a thread about this at http://www.cableforum.co.uk/board/11/33639028-rf.html .

Please do not post the same problem in multiple threads.

Re: Useful STB Info
 

Does anyone know if the V+ box has a test pattern for calibrating black/white level etc. and if so, how do you access it. I have looked in the 12 page engineers menu and nothing there. Thanks.

Re: Useful STB Info
 

No it doesn't. Best option is to use the BBC HD test card

Re: Useful STB Info
 

Someone's mentioned that this thread is apparently rather out of date...

Not having had cable TV since the days of ntl, I'd actually forgotten about this old thread I'd made.

So if anyone has any updates that need adding to the first post, PM me (or at least post them here) & I'll edit them into it.

Re: Useful STB Info
 

It's very out of date and I think it's all been superseded by the Articles section. I suggest it's unstuck and allowed to die quietly.

Same goes for "Areas Currently VOD enabled", and maybe "How VOD Works" could be moved to Articles.

It would be good to have a sticky link to the Articles though, if that's possible.

Re: Useful STB Info
 

You're the expert :)