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djjdww's avatar
djjdww
Joining in
21 days ago
Solved

New 360 Box not starting up correctly

Had a new 360 box supplied last month but have several recurring issues around powering it up : 

1 / If it actually starts up, it sticks on one channel and won't allow you to change it. No volume and the box does not respond to any of the commands from the remote control nor the buttons on the box (power / plus / minus).

2/ The only way to resolve the above is to unplug everything and start again, via a combination of soft reboots on the 360 Box.  Takes about 20 minutes before it finally powers up properly

Once it's active it's mostly fine (although some advertised functions on the remote are not supported, like back to previous channel for example). 

I've followed the installation / trouble shooting tips but the above keeps happening.

Is this a fault with the box or is there something in the settings I've missed? (I've tried changing the power settings but this has no impact)

Broadband WiFi works fine without any issues.

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  • Roger_Gooner's avatar
    Roger_Gooner
    17 days ago

    Your problems point to one of three faults:

    1. A hardware fault (flash memory or tuner module)
    2. A firmware corruption
    3. A provisioning failure

    So do a reset which forces the box to reinstall its software and re‑authenticate with VM's like this:
    Settings → System → Factory Reset → Keep recordings/format disk

    If the problem remains VM will swap the box. If this still doesn't fix things a re-provision will be needed (this is a backend process). 

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

    Thanks for reaching out to us djjdww, and welcome back to our Community Forums!

    Sorry to hear of the issues with the 360 set top box, and in particular the issues experienced when starting the box up.

    Can you please confirm if you leave the set top box in stand by over night, or is the switched and powered off completely?

    Is the set top box currently set up in "Eco Mode", or is this in either of the recommended "Fast Start" or "Active Start"?

    Thanks,

    David_Bn

    • djjdww's avatar
      djjdww
      Joining in
      16 days ago

      Thanks for the reply 

      The box is completely powered off overnight. I switch it on in the morning along with the WiFi.

      I changed it to 'fast start ' per the recommendations.

      I've found two ways to resolve the issues so far.

      A - Complete reboot reset by holding the led power button and plus/minus buttons for 10 secs after switching off/on via the physical power button. But the process needs to be repeated every time the device is switched on.

      B- Leaving the box physically switched off until the WiFi is running. Then physically switching it on 

       

       

      • roy247's avatar
        roy247
        Hero
        16 days ago

        The box is completely powered off overnight. I switch it on in the morning along with the WiFi.

        You really need to leave the box in standby overnight and also leave the hub powered up. If you are switching the power off to the 360 box with either the switch on the back of the box or at the plug then it doesn't matter if the box is set to "fast start" that setting only comes into things if the box is in Standby mode. The 360 will usually receive updates overnight through it's network connection with the hub if it's powered off it has to check for updates when powered on and if there's no network connection it can't do that until the hub has booted up.

         

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    17 days ago

    Your problems point to one of three faults:

    1. A hardware fault (flash memory or tuner module)
    2. A firmware corruption
    3. A provisioning failure

    So do a reset which forces the box to reinstall its software and re‑authenticate with VM's like this:
    Settings → System → Factory Reset → Keep recordings/format disk

    If the problem remains VM will swap the box. If this still doesn't fix things a re-provision will be needed (this is a backend process).