Smart Card problem - Samsung SMT2100C

winterbrew · 08-03-2006, 06:07

I've started to get a Smart card error appear on the screen every few hours, stating that the card cannot be read and may be dislodged/removed. After about 5 seconds it sorts itself and carries on as normal. I've taken the card out and cleaned it, but the problem is still there. Been doing it for a couple of weeks now.

The menus and response time have also slowed down and are now similar to the good old days with the Pace DiTV-1000, running 1Mb broadband at full tilt, even when I'm not downloading.

The event log has lots of entiries '81 Smart Card Mute'

I'm on upto 10Mb broadband through the STB, although filled in the upgrade to a SACM form on the NTL website before and after Xmas, but no call as yet to arrange.

Time to call customer services ?

Cheers

Jon

Chris W · 08-03-2006, 07:49

yup, tis time to call them!

you've done everything i can think of, so sounds like you need a tech out.

Pinkypants · 08-03-2006, 13:13

Whats the smart error your getting? Sometimes when you get a cables / smart card dislodged message on it you will get a 0 come up on the box. Do you have a channel number displaying on the box? The course of action generally depends on what the specific code is. The codes usually come up after reboot and in order for any faults agent to help you and deal with the problem effectively they will need to know it

winterbrew · 08-03-2006, 20:03

Thanks for the advice. Haven't been quick enough tonight to note down the error number in the message box.

Yes, the channel number remains. The message appears on screen, video and sound freeze for about 5 seconds, then the message disappears and normal service is resumed. '81 Smart Card Mute' is logged in the 'up-down-blue' event log. Also getting post RS errors in the event log which I never got with the Pace DiTV-1000.

I've heard these STB's are susceptible to 2.4Ghz DECT phone base stations. I do not have one of these, but have a 802.11 pre-N wireless router within about 3 metres of the box ?

Jon

spiderplant · 08-03-2006, 21:36

Smart Card Mute means the card isn't responding. The post-RS errors could indicate a signal level problem. As Chris W said, you should ring ntl.

By the way, the DECT problem was fixed long ago, and I've never heard of an interference problem with wireless routers.

winterbrew · 08-03-2006, 21:36

Ok, finally got it with my Sony stills digicam in poor mpeg HQX mode watching the Arsenal - Real game

(cracking match

)

The popup message is as follows ;

"Customer information

Your smart card is not responding,
This may be due to your smart card
being in the wrong position. Please
re-insert your card and if this does
not resolve the problem contact
Customer Service for assistance

A003"

Again "81 Smart Card mute" logged in event log

Return power is 44dBmV

Jon

Pinkypants · 09-03-2006, 00:50

If you get a003 after cables are in securely and smart card is in correctly then you need to call Faults. In most cases a technician is required as there is a problem with either the card / box.

Hope that helps

winterbrew · 09-03-2006, 10:32

Quote:

Originally Posted by Pinkypants

If you get a003 after cables are in securely and smart card is in correctly then you need to call Faults. In most cases a technician is required as there is a problem with either the card / box.

Hope that helps

Cheers Pinky - will check the cables again just to make sure, and give them a call

spike7451 · 11-03-2006, 11:51

Quote:

Originally Posted by Pinkypants

If you get a003 after cables are in securely and smart card is in correctly then you need to call Faults. In most cases a technician is required as there is a problem with either the card / box.

Hope that helps

Either way,The box will need to be swapped out.Tech's dont carry spare cards.

winterbrew · 11-03-2006, 15:35

Yes, the cables are fine. Its done it about six times already today.

Will give faults a call on Monday. Do you think I can get they to bring a SACM along at the same time for my10Mb b/b ?

quadplay · 11-03-2006, 15:38

You can call them now - they're open until 5pm today, and 9am-5pm tomorrow. You might get an earlier appointment that way!

Pinkypants · 11-03-2006, 18:13

Quote:

Originally Posted by winterbrew

Yes, the cables are fine. Its done it about six times already today.

Will give faults a call on Monday. Do you think I can get they to bring a SACM along at the same time for my10Mb b/b ?

I'd advise calling broadband as well before the technician comes out. In most cases, depending what billing system your on, the appointments are linked up so the technician can deal with your broadband at the same time as your dtv query.

Some technicians will refuse to do anything but what is on their job sheet, so if they have a dtv job on their list they will only fix the dtv problem.

Faults are open between 10-4 and broadband support should also be open so just give them a ring up and get this report ASAP

winterbrew · 12-03-2006, 08:46

Cheers Pinky, will call them both today

winterbrew · 15-03-2006, 19:20

As thought, just had the box swapped out for a new one tonight.
Now thats sorted, I can order up my SACM

Thanks for every one's advice