Apps keep freezing

[carni2k5]

My5 and Netflix maybe other apps keep freezing while in play Netflix sometimes pausing for a count of ten then click play and it plays until next time. My5 freezes after each episode of a program and I click back on the remote a box comes up with a code CS2400 says App Not Responding, Sorry My5 isn’t launching at the moment please try again later.

[newapollo]

Hi @carni2k5 

Which TV set top box  do you have? < tivo, V6 or TV360 >  or < Stream box> 

You've posted in the V6 forum, but the error code CS2400 only applies to TV360 and Stream boxes.

Have you followed the online advice for /check/tv-error-codes/cs2400/start 

[carni2k5]

Newapollo  sorry I wasn’t sure which box I have but we’ve had it many years, I googled and it looked like a V6 but I’ve just re googled TV360 and it’s the same as that too. Yeah I unplugged box for few minutes then plugged it back in it was ok for a while but now it’s at it again. Few years ago I requested a upgrade to a newer box and it said I would get one but then we had the pandemic and that was it so now I’m stuck with this constant freezing up box might be time to try something else, didn’t want to go with another company because we’ve been with Virgin many years and now we’re paying for something that’s not what it used to be.

[japitts]

---

@carni2k5 wrote:

Newapollo  sorry I wasn’t sure which box I have but we’ve had it many years, I googled and it looked like a V6 but I’ve just re googled TV360 and it’s the same as that too.

---

 newapollo posted a link to photos of the boxes, the difference being the remote control. Here it is again 

V6 boxes run TiVo-software and have the TiVo-logo in the video prevew screen top-right of the menu. TV360 runs Horizon software and doesn't.

[carni2k5]

I’m guessing it’s the TV360 as I don’t see the word TiVo anywhere 

[roy247]

How is the box connected to the hub because all the apps rely on your internet connection.

Have you tried a factory reset.

It's only a partial system reset and not a complete factory reset.

You are given 2 options,

Keep Recordings,

Format Disk

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

If the factory reset doesn't work then you might have a faulty box.

[Ayisha_B]

Hi @carni2k5 👋

A warm welcome to our Community Forums and thanks for your post.

We're sorry to hear about the issue with the Apps freezing.

Can you confirm if you have tried rebooting or resetting the box?

[carni2k5]

Hello Ayisha I’ve re-booted it four times I’ve not re-set it had was worried I’d lose the saved to watch later lists etc. and would have to log-in to all the apps again.

[Daniel_Et]

Hi @carni2k5, thank you for your response.

Although we appreciate it could be an inconvenience for you, we'll need you to follow the advice provided by @roy247 before we can help you further with this.

Please let us know when a partial system reset has been done and we can take things from there.

Regards,
Daniel

[carni2k5]

Hi again so I’ve done a factory reset as suggested took a while then had to re sign in to My5 and yes it froze again getting really fed up now paying £88.40 for something that keeps failing. My wife and I are pensioners both have illnesses and don’t go out much so rely on TV to pass the days now it to is failing.