TV 360 problems after upgrade

[pridding]

Dear VM Team,

Having received the new remote, I went ahead with the TV 360 upgrade/install on Friday on my existing V6/TIVO box. So far I have encountered the below issues randomly:

1). The remote does not always bring the box out of standby so has to be power cycled.

2). When it does come out of standby, the subscription apps (Netflix/Amazon/Apple TV) don't always work with an error about the app not being available. Again, it has to be power cycled to resolve this.

3). Power cycling takes ages, seemingly looping but does eventually come back.

4). There doesn't seem to be any way to stop the box going into standby, only to increase the time it takes to do this.

5). After the upgrade, I had to re-input all my credentials for the various apps as they were lost. Having done this, they are now sometimes forgotten again upon the next use, so today it was for Netflix, C4 and C5 and it always happens for BCC iPlayer for example. This never happened before the upgrade.

Please can you advise and next steps as this is very frustrating with the new TV 360 setup being totally unreliable so far.

Regards
Paul Riddington

[Daniel_Et]

Hi @pridding, thank you for your post.

We're sorry to hear about the issues you've encountered and that you feel this way 😔

Can you please confirm the exact error message you're getting when trying to access the apps?

Also, after inputting your details for the various apps, are you being given the option to request that they're remembered?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[pridding]

Hi Daniel,

I don't have the exact message to hand as it is random, but along the lines of "app not available at this time, contact VM". A reboot resolves the issue when it happens. With regards to the app login details randomly being lost, the default is for the credentials to remain in place unless you actively log out. This has always been the case and the issue never happened prior to the upgrade to TV 360.

I believe that the above issues occur when the box goes into standby, and also keep in mind that the box does not always come out of standby when using the remote and has to be manually rebooted. I assume there may be some compatibilty issues between the TV 360 software and the fact that my box was originally an old V6 device. Just a thought.

Regards

Paul

[newapollo · Accepted solution]

Hi Paul.

Go to Settings > Standby timer - from there you can set standby to be either 4,5,6 or 24 hours.  I have mine set to 24 hours.

In order to make the 360 start up faster look under Settings > Standby power consumption.  You have 3 choices.
Fast start  - the 360 starts quickly but is less energy efficient
Active start - more energy efficient than fast start but the box takes a little longer to start up
Eco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.
The first two options are best if you have a mini box and want to watch a recording on it

Pressing the standby button on the front of the actual 360 box can also bring it out of standby.

Having to repeatedly sign into apps can sometimes be an early sign of hard drive problems. Have you had any problems setting or playing back recordings?  You can check for possible hard drive problems by pausing a live TV program for a minute or two and then pressing play. (It's the same as recording) 

Without knowing the error code for the apps not being available eg CS9994 or CS1002 it's difficult to diagnose, but generally it's due to a loss of internet connection.

You could try a factory reset to see if that helps.  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 Keep Recordings, that means you won't lose your recordings and any planned recordings or series links you've set up. You will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again. Also Match frame rate and Standby power consumption may go back to their default settings if you have changed them.

[pridding]

Hi Dave,

Many thanks for taking the trouble to reply.

I have changed the settings as you suggest and I do think the issues are related to the box going into standby mode possibly. It was originally a V6 box so not sure if the new TV 360 software is truly compatible with it or if it is not really powerful enough. With regards to the apps not being available, it was only the subscription apps and not the likes of iPlayer, C4, C5 etc or any other devices in the house so I don't believe it is Internet related. I haven't yet tested any recording or playback since upgrading to TV 360 but will do so. I will use the factory reset option as a last resort.

Regards

Paul