Forum Discussion

petersladdie's avatar
petersladdie
Dialled in
7 hours 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?

1 Reply

  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 hours 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.