Your box is offline

[PointlessMonkey]

I have been using the app to record shows on the go and recently I had a new box as the other one just died. Now when I try to record through the app, I get a message saying the box is offline and the recording will be set when online, despite me watching something on the box at the time. I know it is connecting as I can see the recordings and settings that I can see on the box so it is up to date.

A further issue is then if I try and record the same programme through the box, I then get a message saying there is an error recording this programme. Other programmes through the box are fine. If I go back to the app and try recording again, I just get a message saying the box is offline, nothing about setting the recording when online. Any thoughts?

I've tried the obvious of resetting the box, uninstalling the app etc. but no luck.

[John_GS]

Hi there.

Thanks for posting and welcome to the community. Sorry to hear of the TV GO issue. I'll send you a PM now to assist further.

[Alpha730]

I have the same issue with box being offline when it isn’t.  Unable to record via the app.  Did you get this sorted?

[PointlessMonkey]

VM ended up sending a signal through to my box to trigger something. Anything I had tried recording before through the app was not resolved so I was not able to record them. Anything new has been ok.

[Lee_R]

Hi PointlessMonkey thanks for getting back to us.

And thanks for the update.  Do you now consider you issue to be resolved?

Regards

Lee_R

[Stroggy4]

My box is also showing offline when I try to record via the connect app.

Can VM send me a special signal to trigger a fix as per Pointless Monkey comment in this thread?

I have an engineer visit booked for 6th November, but don’t want to waste anyones time if a signal can be sent to me.

Thank you

[John_GS]

Hi @Stroggy4 

You don't record TV via the Connect App.

You'd use the TV Go app. 

Is the TV Box set to 'fast start'? 

Also what is the 'standby timer' set too?

Both can be found in the settings of the box. Home/Settings/System.

[apbliv]

Hi, I have this offline error problem too since having a dead 360 box replaced recently. If there is a signal that can be sent through to fix it, could I have that actioned please?

thanks, Alan

[newapollo]

Hi Alan,

Are you using the TVGo app or a browser on a PC?

It's possible that TVGo is still storing the credentials for the box that was replaced.  Have you tried clearing the storage/cache if using the app. Or failing that uninstall and reinstall the app on mobile/tablet.

Also make sure that your 360 box is set to either Fast Start or Active Start under Settings > System > Standby power consumption.