360 Upgrade Errors

[Flockofsarcasm]

I have upgraded to 360 and now I can't watch apps or any recorded programmes. I get a CS2400 error when trying to load apps and a CS2217 error when trying watch recorded programmes. Everything takes a while to load like the guide which appears blank for about 20-30 seconds before loading. What an absolute joke, I wish I hadn't upgraded as the tivo worked OK. Anyone got a solution?

[newapollo]

Hi @Flockofsarcasm 

What happens if you pause a live TV show and then play it back?

Does error CS2217 happen with all recordings or just certain ones?

If the problem only occurs when playing one recording, try playing the content again later. It is possible that the error has been caused by a temporary service interruption. In rare cases, recordings may be lost. 

If the problem persists with the second content, carry out the following steps:

Restart your hub.

Check whether all the cables are correctly connected, especially the white coaxial 

Wait until the modem has completely restarted and then check whether the problem has been fixed. 

If not then restart your TV360 box by carefully unplugging the power cord and plugging it back in after 30 seconds, then wait until the 360 box has completely rebooted and then check if the problem has been solved.

Does the CS2400 error occur on all apps or just certain ones? The apps need a working internet connection, as does the EPG..

How is the 360 connected to the internet? Wired or wifi?

Are you using the 2.4G or 5G band to connect the 360?

What does it say under Settings > Network > Diagnostics when you get these error messages, or won't that section open when you have the issues? If Diagnostics won't open when you have the issues, what does it say when everything is working?

When the app(s) don't work press the Back or Home button on the remote control. This closes the app, and the main menu is opened.

Select the desired app and start it again.

If the problem has not been resolved, then restart the TV 360 box by unplugging the power cord and plugging it back in after 30 seconds.

Check that all the cables are correctly connected to the hub especially the white coaxial and that all connections are snug and tight with no kinks, and wait until the box has completely rebooted and then check if the problem has been solved.

[Flockofsarcasm]

Hi @newapollo

My box is connected via Ethernet and I have checked through diagnostics and they are all OK.

When I try and pause live TV it doesn't work and gives a CS2000 error.

I have only recorded two programmes since upgrading to 360 and one played about half and stopped and now you can't play it at all and the second won't play to begin with. Both have the CS2217 error. 

Regarding the apps, Netflix and prime are ok but I get the error on all4 and iplayer

All the cables are fine as I haven't touched anything since I upgraded at the weekend and I have checked them anyway

[newapollo]

Hi again @Flockofsarcasm 

Error CS2000 seldom crops up on the Forums and isn't even listed in the CS error code database.

In the past it's usually resulted in a box swap due to a faulty hard drive.

Since you've only recorded two programs which don't work then you've nothing to lose by performing a factory reset of the 360.

Before you do that make a note of any series recording you have already set.

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

Choose the Format Disk option.

If that doesn't fix the issues then sadly you'll need a replacement 360.

A member for the Forum Team may pick this up for you, but it may take a day or two.

You could also try speaking to faults, (but as already noted above, CS2000 isn't in the VM error database so you might be running round in circles) 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

[Flockofsarcasm]

I have factory reset my box and now I can pause live TV and some programmes have recorded and I have watched them back.

However the series links I set were wiped the next day and also the apps keep logging me out and I am also getting the odd error too.

[Nathan_B]

Hi there @Flockofsarcasm, welcome to out forum and thanks for your post.

I'm sorry to see that you have been having these errors coming up on your 360. I have run some checks on our system with these codes and it seems like I will need to run some further checks with your equipment.

I am going to send you a PM to confirm your details so I can do this.

Regards

Nathan

[Nathan_B]

Hi there @Flockofsarcasm, thanks for chatting via PM.

I'm glad to hear this has now been resolved, please let us know if you need anything further.

Regards

Nathan