Had code CS2217 - V6 box with virgin 360 software now stuck on Welcome Screen

[Malardy]

Hi

I had code CS2217 issue on our V6 box with virgin 360 software.

Turned box off and now it's stuck on Welcome Screen. 

Tried the fix of power button and + button being held whilst turning back on.... Still stuck on welcome screen. 

Our V6 box has never had an issue until we installed Virgin 360

Please help! 

[japitts]

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@Malardy wrote:

I had code CS2217 issue on our V6 box with virgin 360 software.

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FYI V6 refers to the box running TiVo-software, if you've reformatted your box to run Horizon software you don't have a V6 anymore. "V6 running TiVo software" is a little like referring to "Windows 10 laptop running Windows 11 software".

A converted V6 is now a TV360.

[newapollo]

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@Malardy wrote:

I had code CS2217 Turned box off and now it's stuck on Welcome Screen. 

Tried the fix of power button and + button being held whilst turning back on.... Still stuck on welcome screen.

 Hi Malardy 

Try using the - (minus) button instead of the + button as that often works.

Turn off the 360 at switch;  then on the 360 box  hold down both the power button and the - button at the same time. Then turn on the 360 again whilst keeping hold of those buttons for a further 30 seconds.

CS2217 can sometimes be caused by a temporary service issue, although it's cropped up a few times recently. 

[Malardy]

Thank you to you both.

I'm now getting this animated arrow... Must be downloading something and then it disappears, back to welcome screen, which then disappears and I'm back to the animated arrow. 

Going to leave it for a while and see what happens next. 

[newapollo]

Hi again @Malardy 

How is the 360 connected to the internet?  If possible it needs connecting via an ethernet cable.

If it's already connected via an ethernet cable then remove the ethernet cable for a few minutes and then plug it back in.  Rebooting the hub might also force the internet to connect again and hopefully force the software update through

[Malardy]

Thanks for your advice. It's been 5 hours and it's still stuck on the same loop of downloading animation and welcome screen. I'm going to power it off and will try again tomorrow. 

It is connected via an ethernet cable, so will follow your advice when starting it back up some point tomorrow. 

Thanks again 

[Malardy]

Hi. Still no further along with this issue. I think the hard drive (or whatever is in this) box has had it. Now the fun part of contacting virgin technical.... What's the best way of doing that? 

[John_GS]

Hi @Malardy 

Thanks for posting and welcome back to the community. Apologies for the issues with the boxes after the upgrade.

I can see you've spoke to the team since posting and have booked an engineer visit.

Please let us know how this goes.