Virgin Media Community

[hh7901]

Recently I received a new master and mini box to replace my old tired boxes. Everything seemed to be working fine until I went to record a programme and then I got this message 

Can't find hard drive                                CS6002                                                                                     We have found a problem with your hard drive. Your virgin TV box will work, but you won't be able to pause live TV or watch recordings. etc

Seems others may have had similar problems but alas it seems very difficult to speak to anyone at Virgin.

I have also posted a separate message regarding a solid red light on my hub but I don't think the two problems are related but I'm no expert.

Any help would be appreciated

[ozsat]

Is this on the main box or the mini?  The main box has to be on to watch recordings on the mini.

Also - I think the internet has to be active for the mini to play back from the main box.

[japitts · Accepted solution]

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@ozsat wrote:

Also - I think the internet has to be active for the mini to play back from the main box.

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The router needs to be, absolutely.

[newapollo]

Hi @hh7901 

Sorry to see you have the CS6002 error.

If that's on the main box then you could try a factory reset, however I don't think it will help in this case, and that you'll need to contact VM Faults (150 from a VM landline or mobile) for a replacement main box. If you do call VM it's best around 8am when lines first open and are least busy.

A member of the forum team may pick this up for you in  a day or two.

Try the factory reset as you've nothing to lose.

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 advise selecting Choose Keep Recordings which means you won't lose your recordings or any links you've set up (but will have to sign into apps such as iPlayer, Prime, Netflix and ITV Hub again), however since you have the "can't find hard drive" message I would try the "Format Disk" option.

CS6002

[hh7901]

Thank you Ozsat
The same message comes up on both boxes.
Internet is working
hh

[hh7901]

thank you newapollo
I'll try the factory reset and see if I have any luck, if not I'll phone
hh

[Matthew_ML]

Hey hh7901, thank you for reaching out and a warm welcome to our community. I am sorry to hear you are getting this error code. 

Yes you shouldn't be getting this error, is everything plugged in correctly with no loose wires?

Also can you let me know if you did factory reset it and if that has helped?

If not don't worry just let me know and I will look into this. Thanks

[dibberly]

i had that error...VM had to come out and swap the main box, you will loose all recordings, series links and everything else....will be link getting another new box and you have to start again

[hh7901]

Thanks to everyone who has kindly offered their help on this problem. 
The result is that VM replaced the box as it was considered to be a faulty hard drive.

Many thanks all

hh

[Zach_R]

Hi @hh7901,

Thank you for the update on this. I'm glad to hear that we were able to address and resolve the issue for you.

Please do let us know if there's anything more that we can assist you with.

Thanks,