Forum Discussion

petersladdie's avatar
petersladdie
Dialled in
21 days ago

error code CS9994

Last night when I tried to watch an episode of Grace from the ITVX app (from the TV360 app section) there was a problem, I was prompted to retry but after 3 attempts and no better I selected the home button on the app. This froze my whole system, I could not even switch the 360 box to standby using the big red button on my remote so I had to switch everything off at the mains. when everything came back on and my phone connected to wifi I tried again but I got error code CS9994 on my TV. I opened the virgin media app on my phone and the service status was all green. when I carried out a hub test that came back with no problems but I still had the error code on my TV. eventually after about 20 minutes the situation resolved itself and I was able to watch the programme that I wanted to see.

this also happened on Monday night and I spent a lot of time working through solutions suggested by ITVX help team which I thought resetting the app had helped but after last night I still do not know how to sort it other than to not use it all!

during the troubleshooting process in the virgin media app the terribot (is that short for terrible?)  was not really helpful at all, it was asking me a question then taking a very long time to provide the answer options and eventually after another hub reboot and test it offered me an engineer visit which I did not need.

this is not the first time that this has happened.it usually happens between midnight and half past midnight so is this a bad time for a night owl like me to use these apps to stream? is the system doing some sort of routine test?

4 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    21 days ago

    The ITVX can be a little slow and has a number of issues on a lot of devices, not just VM set top boxes. I notice you mentioned that you had spoken to the ITVX help team about resetting the app.  You can't reset the apps on VM TV set top boxes. Also they can't be installed and/or uninstalled.

    Pressing the Live TV button on the 360 remote should allow you to easily exit any app you may be using.   Pressing either the Back button or the Home button a few times on the 360 remote should allow you to exit any apps. 

    /tv-error-codes/cs9994/ is actually an internet issue and not an app issue. Clicking on the link I provided should take you through some checks and help steps to try and remedy the issue.  Basically the 360 box has lost it's connection to the internet so you need to check all cables, including HDMI and ethernet (if using a wired internet connection) are tightly connected to the 360 box and hub.  Check the 360's Settings >  System > Diagnostics.  The CS9994 error is often cured by rebooting the hub.

    Most VM issues show on screen error codes which you can check by going to https://www.virginmedia.com/help/check/tv-error-codes

    Most system updates occur in the early hours around 3 or 4am.

     

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    17 days ago

    Hi Petersladdie 👋 welcome back to the community forum! Thanks for posting. 

    Sorry to hear you have been experiencing some issues with the ITVX app and your experience getting them sorted at the time. 

    Thanks to newapollo for their insight and advice here. They are right about the TV error information, and so I'd be interested to know if you've tried a hub reboot along with the reboot of the TV box itself?

    You did the right thing by rebooting the set top box! This is one of the first things we'd always recommend when these kinds of issues occur. You can also try logging in and out of the app itself. 

    As the issue has now been resolved in this instance we're a bit limited on being able to provide further support at this stage, but please do keep the thread updated and we can offer further help if it returns in future. 

    Wishing you all the best! 🌞

  • petersladdie's avatar
    petersladdie
    Dialled in
    15 days ago

    After a bit more trouble with the all4 app the very nice people at their helpdesk suggested that i connect my router to my tv box via Wi-Fi and this seems to have solved the problem and i have been able to use the itvx and all4 apps without any glitch tonight. when i was uninstalling the power over ethernet kit (my router and TV are in different rooms) I noticed that the TP-Link boxes that i bought from virgin were a little hot to touch so this may be what was causing the problems (clutching at straws here).

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      12 days ago

      Thanks for coming back to us petersladdie. We're glad to hear that your issues have been resolved. Slightly concerned about the issues that you're having with overheating boosters.

      I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L