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psraynor's avatar
psraynor
Tuning in
2 months ago
Solved

Error codes

We have error codes - but the error codes are not on the list on virgin media. Can not pause live tv and can not watch recordings. Chat bot was no help. Was then asked to start a WhatsApp chat. Did that but had no reply to the chat. Can anyone help? Just need to speak to someone/engineer visit??

  • newapollo's avatar
    newapollo
    2 months ago

    Hi again psraynor

    I've moved your thread to the 360 board since forum staff seldom visit the natter and chatter sections which are mainly for non VM related posts.

    I generally use the following error code page 
     https://www.virginmedia.com/help/check/tv-error-codes
    I also use https://www.virginmedia.com/care/static/documents/Stream%20Error%20Codes.pdf
    for Stream (Flex) box errors which lists some error codes that also relate to the 360 box that aren't shown in the other linked error codes list.

    CS2214 (recording playout failed) can be caused because the 360 has lost it's internet connection.  Check that all cabling, especially the white coaxial is secure and free from any kinks, if you are using an ethernet cable then make sure that it is snug and tight, also reboot both the 360 and hub  at the same time so they can make the handshake again.

    Sometimes this loss of network connection is due to a local issue which would show up if you use the /check-services/ function. You can also a run a test on your equipment from there.  If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

    The playback failure might also be due to a hard drive issue.  The quick way to test this is to pause a live program for a couple of minutes and then play it back. If it plays back with problems then you can rule out a hard drive fault.

    Error CS2000 has only appeared a few times on the 360.  It does appear to tie in with your error code CS2214 and most likely to be a possible hard drive problem since you are unable to watch recordings and also unable to pause and rewind live TV which is the same as recording. 

    How much free space is showing on your hard drive?

    Recordings > Recorded > View all > It will show a percentage in the top left hand corner of this screen. You might need to delete some recordings.

    One previous poster with this issue solved it because, "The white converter lead mush be a bit dodgy. Upon wiggling the cable the 360 box picture broke up. I swapped the lead for a standard f type to standard ariel adapter and that solved that problem. "

    Have you tried a factory reset?

    To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

    Keep Recordings
    Format Disk

    Normally I would suggest choosing the Keep Recordings option, which means you won't lose your recordings and any planned recordings or series links you've set up.  However since you can't watch recordings you may as well choose the format disk option which will also delete your recordings and series links (if it doesn't work it will mean a replacement box which would result in you losing the said recordings and series links anyway)

    You can either call Virgin on 150 from a Virgin or 0345 454 1111 from any other phone to report a fault (option 2) or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    You say you can't watch recordings. Have the programs actually recorded? If so what happens when yuo try to play them?

    What are the actual error codes, also which VM set top box do you have?

  • psraynor's avatar
    psraynor
    Tuning in
    2 months ago

    It’s the 360 box. When you click on the recording it has a big yellow triangle with error code CS2214. When you try and pause live tv, same big yellow triangle with error code CS2000. 

    • psraynor's avatar
      psraynor
      Tuning in
      2 months ago

      No unfortunately not. Doesn’t recognise them when typed in and not in the lists. 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 months ago

        Hi again psraynor

        I've moved your thread to the 360 board since forum staff seldom visit the natter and chatter sections which are mainly for non VM related posts.

        I generally use the following error code page 
         https://www.virginmedia.com/help/check/tv-error-codes
        I also use https://www.virginmedia.com/care/static/documents/Stream%20Error%20Codes.pdf
        for Stream (Flex) box errors which lists some error codes that also relate to the 360 box that aren't shown in the other linked error codes list.

        CS2214 (recording playout failed) can be caused because the 360 has lost it's internet connection.  Check that all cabling, especially the white coaxial is secure and free from any kinks, if you are using an ethernet cable then make sure that it is snug and tight, also reboot both the 360 and hub  at the same time so they can make the handshake again.

        Sometimes this loss of network connection is due to a local issue which would show up if you use the /check-services/ function. You can also a run a test on your equipment from there.  If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

        The playback failure might also be due to a hard drive issue.  The quick way to test this is to pause a live program for a couple of minutes and then play it back. If it plays back with problems then you can rule out a hard drive fault.

        Error CS2000 has only appeared a few times on the 360.  It does appear to tie in with your error code CS2214 and most likely to be a possible hard drive problem since you are unable to watch recordings and also unable to pause and rewind live TV which is the same as recording. 

        How much free space is showing on your hard drive?

        Recordings > Recorded > View all > It will show a percentage in the top left hand corner of this screen. You might need to delete some recordings.

        One previous poster with this issue solved it because, "The white converter lead mush be a bit dodgy. Upon wiggling the cable the 360 box picture broke up. I swapped the lead for a standard f type to standard ariel adapter and that solved that problem. "

        Have you tried a factory reset?

        To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

        Keep Recordings
        Format Disk

        Normally I would suggest choosing the Keep Recordings option, which means you won't lose your recordings and any planned recordings or series links you've set up.  However since you can't watch recordings you may as well choose the format disk option which will also delete your recordings and series links (if it doesn't work it will mean a replacement box which would result in you losing the said recordings and series links anyway)

        You can either call Virgin on 150 from a Virgin or 0345 454 1111 from any other phone to report a fault (option 2) or wait here for one of the forum team to pick this up which might be 2 to 3 day's.