Help!! STB displaying Error Messages!!

James79 · 29-05-2005, 12:14

Just wondering if anyone could shed any light on this problem??

A STB in our house was missing it's EPG (As per usual) so we rebooted it (as we would have been advised to do).

All seemed to be going well until the display showed numbers counting upward (like the STB had only been installed). When this eventually stopped, "PdLd" was displayed, followed by "ERR5" and "LAIT" alternately being shown. "ERR5" was displayed constantly for a few minutes when "PACE" appeared (I thought that was the problem over

) Unfortunately "ER20" was then displayed.

We left the STB for about 10 mins and came back to see that nothing had changed, so we rebooted again!! This time "PACE" appeared and remained that way for over 20 mins.

Another reboot and we had the same scenario as the first reboot, although no "ER20" was displayed; it just froze at "PACE".

A fourth reboot - same as reboot number 2.

Can anybody translate these error messages for me?? I have a suspicion that the STB is dead and will need to be replaced. Unfortunately it's Sunday and NTL is closed!!!! Anyone know if they'll be closed tomorrow seeing as it's a Bank Holiday (although not a major one)??

Forever frustrated and confused by NTL!!!!! (Maybe Sky's the limit??)

James

Paul K · 29-05-2005, 12:20

Have you tried powering the STB off for a couple of mins and then powering it back up?
I'm sure one of the helpful NTL people can advise you as to wether they are open for calls at all tomorrow.

Derek · 29-05-2005, 12:34

Well the ERAS and LAIT messages would be the STB downloading the new code which is being rolled out in Belfast right now (which should sort the missing EPG info as well as a few other things)

I can't remember what error 20 is, possibly something to do with the box memory rejecting the download??

Looks like you'll have to wait till tomorrow to report it and get a replacement.

Chris W · 29-05-2005, 12:46

ERR5 = Timeout on receiving NIT (Network Information Table)

ERR20 = Can't Scan for Frequency (DiTV4000 only) -> usually a corruption of the NVRAM

James79 · 29-05-2005, 15:28

Thanks guys for the info so far!!

We have 3 STBs here - one in the living room and the other two in bedrooms. The one in my room is a split off from the main STB (if that makes any sense) and has never had any (major) problems. In fact, it was the only one that received the aforementioned download automatically.

The STB in the living room ALWAYS loses EPG information and has to be rebooted every few days (at least). When this happens, the STB in my room tends to lose EPG info?? Strange!!

The other box (which is the one having probs now) has not had any probs to speak about, and as such we were surprised that we're having problems now. Although when you remember that it's NTL you subscribe to..............?? (How is Sky Digital these days??)

Any tips in coercing Customer Services or a Tech to replace all three STBs with shiny new Samsung ones?????

Paul, I have tried powering off for a few mins, but I'll try again - you just never know?? I'll get back with the result as soon as possible.

James

Chris W · 29-05-2005, 15:34

It is highly unlikely that you will get any samsung boxes, because most of them are being sent to areas where people need them for 2 and 3 meg Broadband.

It sounds like a signal strength issue, rather than an issue with the two boxes. Have you tried taking the splitter out and just connecting one box to see if this one box then works properly?

James79 · 29-05-2005, 15:40

Belfast was one of the first places to be offered the Samsung boxes, but I suppose since the BB upgrades happened, supply over here has divebombed.

Anyway - on with answering your question.

I havent been able to remove the splitter thus having one of two boxes connected - would have to move the Widescreen TV, DVD player, NTL STB (all in a TV stand, which is on top of a fireplace shelf/sideboard). All in all it would be to much hassle to move it just to test the system. Sorry.

James

PS: Just powered up the STB again - goes immediately to "PACE" and sticks there (with the bottom LED illuminated ["Messages", I think it says beside it])

Chris W · 29-05-2005, 15:43

Quote:

Originally Posted by James79

Belfast was one of the first places to be offered the Samsung boxes, but I suppose since the BB upgrades happened, supply over here has divebombed.

Anyway - on with answering your question.

I havent been able to remove the splitter thus having one of two boxes connected - would have to move the Widescreen TV, DVD player, NTL STB (all in a TV stand, which is on top of a fireplace shelf/sideboard). All in all it would be to much hassle to move it just to test the system. Sorry.

ahh fair enough

I just thought if you were desperate for Tele before tuesday then this would get one of the boxes working....

I suspect a problem with the signal strength so a techie will be required...

James79 · 29-05-2005, 15:48

Sorry Monkeybreath, perhaps I didnt explain clearly enough. Two of the STBs are working fine - they've received the recent update and appear to have improved ever so slightly regarding performance.

Just one STB fails to work and its not connected to any other STB (although my SACM is joined to it via a splitter too!!! Do ntl like to save time by adding splitters??? Perhaps they have shares in the company they buy them off??

Chris W · 29-05-2005, 16:30

Quote:

Originally Posted by James79

Sorry Monkeybreath, perhaps I didnt explain clearly enough. Two of the STBs are working fine - they've received the recent update and appear to have improved ever so slightly regarding performance.

Just one STB fails to work and its not connected to any other STB (although my SACM is joined to it via a splitter too!!! Do ntl like to save time by adding splitters??? Perhaps they have shares in the company they buy them off??

oic...

ntl use splitters because it is not normally possible to run more than two cables to one house

29-05-2005, 16:33

Quote:

Originally Posted by James79

Sorry Monkeybreath, perhaps I didnt explain clearly enough. Two of the STBs are working fine - they've received the recent update and appear to have improved ever so slightly regarding performance.

Just one STB fails to work and its not connected to any other STB (although my SACM is joined to it via a splitter too!!! Do ntl like to save time by adding splitters??? Perhaps they have shares in the company they buy them off??

if they didn't use splitters, you would need a seperate cable for each service you took.

- four, in this case, for you, not including the phone.

If I have this right you have two cables - one split between two STBs & the other split between a STB & a SACM - and this is the one that won't lock on the signal - are you able to try taking the splitter out of line for this one? I know this is no solution, but it may give a clue to if it is a power level problem.

James79 · 29-05-2005, 20:30

I'll try and get through to Customer Services tomorrow and report the fault, with any luck it'll be sorted within a few days!!

James

James79 · 01-06-2005, 21:57

Was able to get in touch with Customer Services to report the fault. First time I waited in the queue (as normal) only to be told (when I connected with someone) that they couldnt process my call because their system was down. Maybe it was just me, but it sounded as if the guy was still in his bed!!??

Second time, told the CSR the problem and advised me that he'd send a signal through to the box - for me to turn it off for 30mins then reboot. Needless to say it didnt work.

Third time - very helpful CSR advised her as to the situation and previous call. I was told that the guy shouldnt have advised me to turn off the box for that long as "the boxes dont like it". Who am I to argue with this?? Asked for the last 4 digits of the SIM card number and found out that the previous guy had sent the signal to the wrong box (we have three). We tried it properly this time as well as rebooting - no effect. Appointmetn made for a call out following morning between 8am & 1pm - he arrived at 11am and replaced the box. I wasnt present but would have asked about the Samsung boxes if I had been!!

We would have had no chance of getting one anyway!!! All is functioning well now and we're just waiting on this VoD/PVR thing

Just began thinking about the number of organisations that use multiple TLAs (three letter abbreviations) VoD, PVR, STB.................... The list is endless!!!!

James

kanagarajanc · 04-06-2005, 20:40

James, I'm having same problem. It just displays PACE and sits there forever. The guy who turned up said not to power off the STB as it has problem of changing the frequency when powered off....He did not replace me a new one just repaired it and went.

As my EPG was missing turned it off again and got in to similar problem. I'm having Pace D1400N model. What is your model? Should I ask for STB replacement this time.................

James79 · 04-06-2005, 21:27

Sorry to hear that you're having problems with the STB kanagarajanc. I think the model number of our STB was D4010.

I would ring Faults and explain that you had the earlier problem, a technician was dispatched and "fixed" the problem. Tell them that the same problem has happened again. They should automatically change the box this time - although that's up to them (if they believe the problem is fixable).

Out of the three boxes we have, two have had to be replaced twice over the past three years so Im used to ringing Faults.

Good thing is that Faults are now open on a Sunday from 10am (I think) - so you can call them tomorrow!!

Hope this has helped you.

James