Complete STB Error Code List Message (Softcell3)


Complete STB Error Code List Message (Softcell3)


Error Code
SCREEN TEXT
DESCRIPTION

Note
D00
D00-4 Card In
Card In, card is a valid Irdeto Access Smart Card.
Smart Card
E00
E00-32 Service not scrambled
The currently watched service is not scrambled. No message will appear on the screen, the status will only be shown on the CA Status screen.
optional
E01
E01-32 Please insert CA Module
CAM Absent
optional
E02
E02-32 CA Module EEPROM Failure
CAM EE Corrupted
optional
E03
E03-32 CA Module Failure
CAM Hardware Error
optional
E04
E04-4 Please insert Smart Card
Card Out, Please insert Smart Card.
Smart Card
E05
E05-4 Unknown Smart Card
Unknown Card (non-Irdeto Access).
Smart Card
E06
E06-4 Smart Card Failure
Card Error, communications with Smart Card have failed.
Smart Card
I07
I07-4 Checking Smart Card
Card verifying.
Smart Card
E14

E14-32 Service is currently scrambled
The IRD has requested the CAM to descramble a service, but there are no ECMs present. This means that there are no ECMs being played out by the headend.
optional
E16
E16-4 Service is currently scrambled
The viewer is not entitled to watch this service because the product in the ECM playout is not on the Smart Card.
Smart Card
E16
E16-4 Playback is not allowed
Playback is not allowed, because the CA product for descrambling the content at recording is no longer on the Smart Card..
Session Management DRM
E17
E17-13 Service is currently scrambled
The viewer is not entitled to watch this service because the Smart Card is rejected by the Smart Card Marriage function.
SC Marriage
E18
E18-4 Service is currently scrambled
The viewer is not entitled to watch this service due to a product blackout filter imposed by the Headend.
Smart Card
E19
E19-4 Service is currently scrambled
The viewer is not entitled to watch this service because the product entitlement on the Smart Card has expired.
Smart Card
E20
E20-4 Service is currently scrambled
The viewer is not entitled to watch this service due to a regional blackout filter imposed by the Headend.
Smart Card
E21
E21-4 Service is currently scrambled
The viewer is not entitled to watch this service due to a user filter imposed by the Headend.
Smart Card
D22
D22-12 Event Purchased
The current event of the currently watched service is an IPPV event, and it has been purchased.
IPPV
D23
D23-12 Preview Period
The current event of the currently watched service is an IPPV event, and it is in preview.
IPPV
E24
E24-12 Preview Period Expired
The current event of the currently watched service is an IPPV event and the preview period has expired. Decision on whether still purchasable is indicated by other methods.
IPPV
D25
D25-12 Event already purchased
The IPPV event has already been purchased.
IPPV
D26
D26-12 Event is recorded
The first time that the viewer surfs onto an IPPV event, the Smart Card records this event in its database.
IPPV
E27
E27-12 No further purchases possible
The viewer has surfed onto an IPPV event for the first time and the Smart Card cannot store the event in its database as it is full. The IRD should attempt a call-back session.
IPPV
E28
E28-12 Credit Limit Reached
The viewer has attempted to purchase an IPPV event, however there is not enough credit on the Smart Card. The IRD should attempt a call-back session.
IPPV
D29
D29-4 Service is currently descrambled
The currently watched service is being descrambled successfully.
Smart Card
E30
E30-4 Service is currently scrambled
An authentication failure occurred during ECM submission by SoftCell to the Smart Card. This is due to a key mismatch between the playout and the Smart Card.
Smart Card
E30
E30-4 DRM authentication failure
Authentication of DRM data failed, which is either Content Rights, Rights Record, or Sequence Record.
Session Management DRM
E32
E32-4 Viewing is temporarily blocked, please stay tuned
The viewer is not entitled to watch this service because surf locking is active.
Smart Card
E33
E33-4 Invalid Smart card
Incorrect Smart Card (CI-Layer mismatch).
Smart Card
E33
E33-4 Invalid Smart Card
Ci-Layer failure.
Session Management DRM
I34
I34-9 Service is currently scrambled
The scrambling status was not determined yet.
ECM Source
E35
E35-32 Service is currently scrambled
The IRD has requested the CAM to descramble a service, but the CAM does not respond with a descramble status (No Service Define Reply). This is typically due to the absence of ECM playout.
optional
E36
E36-32 Smart Card Not Compatible
There is a field on the Smart Card indicating the type of IRD that card is suitable for. This could be DTH, monitoring or Profdec. This message occurs if there is an incompatibility between the Smart Card field and the IRD into which the card has been inserted.
optional
E37
E37-32 Service Unknown
Occurs under the following conditions:
There is an attempt to change to a channel (by directly entering the channel number) and no service is located at that channel number.
There is no entry for the required service ID in the PAT on the transport stream that has been tuned to.
There is no PAT on the transport stream that has been tuned to.
optional
E38
E38-32 Service is not currently running
or
E38-32 Service is not running

Occurs under the following conditions:
There is no PMT for the service.
Running status of the service is set to NOT RUNNING in the SDT, see also the detailed explanation following this table.
The service that is being watched gets dropped from the Service List descriptor in an operator’s BAT, or from the SDT.
If the service is an Irdeto scrambled service, the CA-Task must send a Service Clear to SoftCell to clear this service; video should be blanked.
optional
E39
E39-32 Locating Service
Occurs when the service that is being watched is moved to a different transport stream. This could be deduced by any one of the following:
Transport stream ID for the relevant SDT has changed.
Transport stream ID of the PAT has changed.
Service list descriptor containing the service is attached to a transport stream other than the transport stream currently tuned to. This would be indicated in the NIT or BAT for a specific operator.
optional
E40
E40-32 Decoder Memory Full
Decoder Memory Full
optional
E41
E41-32 Service is not currently available
May occur when the IRD retrieves the PAT or PMT and the current event of the currently watched service is not allowed in the country, as per the definition of E43 (Not Allowed in this Country).
optional
E42
E42-32 Parental Control Lock
and/or
Ask for Parental PIN
Occurs under the following conditions, see also Appendix D:
When the parental rating of the event is greater than the IRD setting that has been made via the Parental Control menu.
When manually blocking the current event of the currently watched service.
When the EIT does not contain a parental rating descriptor, but only if the IRDs parental rating is not the maximum (Unblocked).
mandatory if parental rating is supported
E43
E43-32 Not allowed in this country
Occurs under the following conditions, see also Appendix E:
The currently watched service is not allowed in the country indicated by the Smart Card. This is determined from a country availability descriptor in the SDT.
The current Bouquet is not allowed in the country indicated by the Smart Card. This is determined from a country availability descriptor in the BAT.
Optional
E44
E44-32 No Event Information
An EIT for the current event of the current service has not been received, but only if the IRDs parental rating is not the maximum (Unblocked), see also Appendix D.
mandatory if parental rating is supported
E45
E45-32 Service not allowed
An attempt is made to tune to a service on a transport stream, which is blocked by the mux verifier.
optional
E46
E46-32 Reading Satellite Information
Reading Satellite Information, searching SI
optional
E47
E47-32 Bouquet Block
Bouquet Blocking
optional
E48
E48-32 No Signal
or
E48-32 Searching for signal
Occurs when the front-end reports a loss of signal.
This error message only applies to a momentary loss of signal. When the signal has been lost for longer than 30 seconds, the E52 banner should appear instead of E48.
optional
E49
E49-32 LNB Overload
Occurs when the current drawn out of the front-end (to power the LNB) is excessive.
optional
E50
E50-32 No Services available
An attempt is made to change to a service list of a particular type (e.g. TV, Audio) and there are no services of that type available in the bouquet.
optional
E52
E52-32 Searching for signal
Occurs when attempting to tune to a service on a transport stream that cannot be found (e.g. because the service has moved to a new frequency), or if the signal drops away. The following steps occur:
 “E48 No Signal” or "E48 Searching for Signal" message comes up.
If, after ±30 seconds, a signal has not been found, the “E52 Searching for Signal” message will come up as the IRD cycles through transport streams in its database, attempting to establish a lock-on. The IRD must try to lock on the same service on the new frequency, if the service is not found, continue cycling.
optional
E53
E53-32 Incorrect Pin
The viewer has attempted to purchase an IPPV event and has entered the wrong pin.
optional
E54
E54-32 IPPV OK
Internal message when IPPV purchase is successful. This message will not be displayed on the screen. This code is replaced by E22.
obsolete
I55
I55-4 Subscriptions are expiring very soon.
All products expired, still can continue descrambling until grace period ends.
Smart Card
E56
E56-32 CAM not compatible
The CAM is not compatible with the IRD MPEG electrical interface.
optional
E57
E57-32 Unknown Channel
Unknown Channel
optional
E58
E58-32 channel not currently available
Channel not currently available
optional
E64
E64-32 Invalid tuning parameters
Occurs when there is an attempt to tune the front-end to a frequency outside the capability of the IRD. Typically this occurs if the tuning parameters have been entered incorrectly, or if invalid tuning information is played out in the NIT. The difference between the tuning frequency and the LNB frequency is outside the capability of the front-end.
optional
E66
E66-32 Service is currently blocked
Service is blocked due to Operator requirement to check for valid subscription on Smart Card.
optional
E67
E67-32 Please insert Nagravision smart card
Reserved for manufacturer use.
optional
E68
E68-32 Nagravision smart card not inserted correctly
Reserved for manufacturer use.
optional
E69
E69-32 Free-to-air service is blocked
Reserved for manufacturer use.
optional
E70
E70-32 This service is unavailable on your second TV
If a service ONLY contains elementary streams that are NOT available on the secondary TV, then this message should be displayed.
e.g.: On an OpenTV STB, the secondary might not support OpenTV applications.
optional
E71
E71-32 Song title and Artist information cannot be viewed
Require for Multichoice Africa Multiview STB
Displayed on services, which would display the DMX application on the primary TV
optional
E72
E72-32 Rescan in progress. Please wait
The Service Database, is being rebuilt. Thus not possible to present AV on the secondary TV
optional
E73
E73-32 TVLink Overload
Occurs when the current drawn out of a TVLink supporting remodulator, is excessive. Only required on STBs that support the TVLink module.
optional
E74
E74-32 LNB1 Overload
Occurs when the current drawn out of the primary front-end (to power the LNB) is excessive.
optional
E75
E75-32 LNB2 Overload
Occurs when the current drawn out of the secondary front-end (to power the LNB) is excessive. Only supported on STBs with TWO satellite inputs.
optional
E76
E76-32 TV2 Disabled. Please contact customer services
When the Multiview product is NOT found on the Smart Card, the secondary AV should be disabled and this banner displayed.
Mandatory for Multiview
E80
E80-35 Service is currently scrambled
No de-Tweak key received for Custom CA Yet.
Custom CA Module
E81
E81-35 Service is currently scrambled
De-Tweak key mismatch.
Custom CA Module
D82
D82-42 Event Purchased
The current event of the currently watched service is an LPPV event, and it has been purchased.
LPPV
D83
D83-48 Preview Period
The current event of the currently watched service is an LPPV event, and it is in preview.
LPPV
D85
D85-48 Event already purchased
The LPPV event has already been purchased.
LPPV
E87
E87-48 Ticket Record Store Full
Smartcard cannot store the ticket in its database as it is full. The IRD shall attempt a ticket delete action.
LPPV
E88
E88-48 No Order
The current event of the currently watched service is an LPPV event, without order and the preview period has expired.
LPPV
E89
E89-48 No Buy Window
Ticket order found, but no buy window and buy window ignore is not set for the ticket order
LPPV
E91
E91-48 Credit Limit Reached
STB purchases an LPPV ticket, however there is not enough credit on Smartcard.
LPPV
E92
E92-48 Too Expensive
The actual ticket cost exceeds order cost.
LPPV
E93
E93-49 Wrong PPV Mode
The PPV parameter does not match the operation mode that SoftCell sets. If the event is not purchased yet when the valid PPV ECM arrives, SoftCell will send E93 in the following 2 situations: It works on the mode of LPPV but the smartcard received the IPPV parameter; It works on the mode of IPPV but the smartcard received the LPPV parameter.
LPPV
D100
D100-3 Service Ok
Service Ok.
SoftCell 3 Service
D100
D100-5 DVB EMM Service Ok
Service Ok.
DVB EMM Service
D100
D100-6 EMM Source Ok
DVB EMM source Ok. A valid EMM PID was found and filters have been set-up.
EMM Source
D100
D100-8 Descrambler Service Ok
Service Ok.
DVB Descramble Service
D100
D100-9 ECM Source Ok
DVB ECM Source Ok.
ECM
Source
D100
D100-27 PVR Record Service Ok
Service Ok.
PVR Record Service
D100
D100-28 PVR Playback Service Ok
Service Ok.
PVR Playback Service
D100
D100-30 0k
Ok.
PVR Encryption
D100
D100-31 0k
Ok.
Copy Control
D100
D100-36 PVR DRM Service Ok
Service Ok.
PVR DRM Service
E100
E100-2 Bad Op-code or Sequence
The used op-code is unknown or the used sequence number for the reply was not used by the failing message.
SoftCell 3 Core
E100
E100-4 Service is currently scrambled
The viewer is not entitled to watch this service because the date code on the card has gone backwards.
Smart Card
D101
D101-6 No Match
No EMM PID could be found matching the Smart Card's vendor ID. No EMMs will be filtered.
EMM Source
D101
D101-9 No PMT
The PMT has not yet been included in
ECM
Source
E101
E101-3 Incomplete Definition
The Service is not defined sufficiently.  This occurs if critical modules have not been defined for a particular service or if incorrect use is made of the Service Definition syntax.
SoftCell 3 Service
E101
E101-4 Service is currently scrambled
The viewer is not entitled to watch this service because the sector number in the ECM playout is not on the Smart Card.
Smart Card
E101
E101-5 Incomplete Definition
The service isn't defined sufficiently. Probably some modules still need to be defined.
DVB EMM Service
E101
E101-8 Incomplete Definition
The service isn't defined sufficiently. Probably some modules still need to be defined.
DVB Descramble Service
E101
E101-27 Incomplete Definition
The service isn't defined sufficiently. Probably some modules still need to be defined.
PVR Record Service
E101
E101-28 Incomplete Definition
The service isn't defined sufficiently. Probably some modules still need to be defined.
PVR Playback Service
E101
E101-30 PVR Encryption not available
PVR Encryption Resource not available.
PVR Encryption
E101
E101-31 Resource unavailable
Copy Control Resource not available
Copy Control
E101
E101-36 Incomplete Definition
The service isn't defined sufficiently. Probably some modules still need to be defined.
PVR DRM Service
F101
F101-2 Incomplete Definition
The handle (Service, event, resource) used in the message did not exist or one of the other parameters is invalid.
SoftCell 3 Core
D102
D102-9 No Vendor ID
There is no vendor ID (card is not in and verified).
ECM Source
D102
D102-30 Key not Loaded
No valid key available.
PVR Encryption
I102
I102-4 Unspecified Status
The Smart Card returned a status that is not handled by SoftCell.
Smart Card
E102
E102-6 Out of EMM Filters
No, or not enough, filters are available. No EMMs will be filtered.
EMM Source
F102
F102-2 Format Error
The format or size of the message is incorrect.
SoftCell 3 Core
D103
D103-6 No CAT
No CAT is defined or the CAT was empty. No EMMs will be filtered.
EMM Source
D103
D103-9 Service is currently scrambled
SoftCell has not yet determined the descrambling status.
ECM Source
D104
D104-6 No Vendor ID
There is no vendor ID (card is not in and verified). No EMMs will be filtered.
EMM Source
E104
E104-9 Out of ECM Filters
No, or not enough, filters are available. No ECMs shall be filtered. Descrambling not possible.
ECM Source
D105
D105-9 FTA Service
This service is deemed to be free-to-air because there are no CA Descriptors in the PMT.
ECM Source
E105
E105-6 Out of Channels
Channel open error. There are no channels left on this resource. No EMMs will be filtered.
EMM Source
D106
D106-6 No Owner ID
(For Multiple Smart Cards Support only.)
There is no Owner ID (card is not in or verified).
No EMMs will be filtered.
EMM Source
E106
E106-9 Service is currently scrambled
This stream is scrambled by an alternate vendor with non-matching CA System ID
ECM Source
E107

E107-4 Service is currently scrambled
The Smart Card and STB are not matched.
Smart Card
E108
E108-4 Service is currently scrambled
An authentication failure occurred during ECM submission by SoftCell to the Smart Card. This is due to Patch Filter fails.
Smart Card
E109
E109-4 The CCP version is not supported
CCP version is not supported by the smartcard.
Smart Card
E110
E110-37 Unknown Irdeto PVR phase
Unable to decide based on which Irdeto PVR phase the session is going to be managed.
This happens at record when Irdeto Smart Card is not inserted, or inserted but SoftCell is unable to detect whether the card supports DRM; or at playback when SoftCell can not retrieve session record or the session record indicates that same error happened at record time.
Session Management DRM
E111
E111-37 Recording key error
PVR content encryption key error.
This happens when SoftCell fails to get the key from Smart Card for record or playback.
Session Management DRM
E112
E112-37 PVR not allowed
Non-PVR-able flag is set, disallowing PVR operations, including both recording and timeshifting (pause TV).
Session Management DRM
I113
I113-37 Acquiring initial content rights
At start of recording, SoftCell is acquiring content rights.
This is an intermediate state.
Session Management DRM
I114
I114-37 Acquiring initial content rights
At start of recording, SoftCell is trying to connect to the ECM page search of the descramble service in order to get ECM containing content rights.
This is an intermediate state.
Session Management DRM
E115
E115-37 Chain recordings failure
Chaining recordings failed, because SoftCell can not get necessary information from the session where the first part of the recording had been made.
Note: upon this error, no further recording in this session can be done. Have to stop the session and open a new session to either re-attempt chaining or do normal record without chaining.
Session Management DRM
D116
D116-37 Peeking content rights
Playback peek rights only. No real playback (rights adaptation, key setting) being performed.
Session Management DRM
E116
E116-4 SoftClient has been repudiated
SoftClient has been repudiated.
Smart Card
E117
E117-4 Maturity Rating blocked. This SoftCell does not support Maturity Rating
The current event is Maturity Rating blocked.  This version of SoftCell does not support Maturity Rating
Smart Card
E117
E117-37 No more playback session available
No more playback session can be opened.
Session Management DRM
E118
E118-4 Smartcard minimum ci-layer level mismatch
Ci-layer type indicator in ECM header is higher than current built up Ci-layer.
Smart Card
E118
E118-37 Permanent recording is not allowed
Non-PVR-able flag is not set while copy control is CopyNever, disallowing permanent recording. (Note: In this condition, Timeshift recording is allowed).
Session Management DRM
E110 to E115;
E119 to E123
Exxx-4 Reserved Smart Card return code
(Exxx shall be E109 to E123)
Reserved error message for future Smart Card return code.
Smart Card
E124
E124-4 Service is currently scrambled
The Smart Card and STB are not matched owing to crypto calculation mismatch.
Smart Card
D126
D126-4 PVR DRM OK
PVR DRM OK.
Session Management DRM
E127
E127-4 Playback is not allowed
Playback not allowed due to Rights Record version error.
Session Management DRM
E128
E128-4 No PVR subscription
No PVR subscription.
Session Management DRM
E129
E129-4 Outside viewing window
Playback not allowed outside viewing window.
Session Management DRM
E129
E129-4 Service is currently scrambled
The viewer is not entitled to watch this service because it is outside the viewing window.
Smart Card
E130
E130-4 PVR is not allowed
Non-PVR-able flag is set, disallowing PVR operations, including both recording and timeshifting (pauseTV).
Session Management DRM
E131
E131-4 No PVR MSK
PVR MSK not available on Smart Card.
Session Management DRM
E132
E132-4 No more playback session available
No more available playback sessions .
Session Management DRM
E133
E133-4 Service is currently scrambled
The viewer is not entitled to watch this service because the ECM timestamp expired.
Smart Card
E133
E133-4 Unable to acquire content rights
The timestamp of the ECM carrying content rights expired.
Session Management DRM
E134
E134-4 Number-of-playbacks limit exceeded
Number-of-playbacks limit exceeded.
Session Management DRM
E135
E135-4 Record is not allowed
Copy control disallows permanent copy.
Session Management DRM
E136
E136-4 Maturity Rating blocked
The current event is Maturity Rating blocked.  PIN for user profile of sufficient age needed to unblock.
(Together with the Maturity Rating Resource status this is a trigger to prompt for user PIN input to overrule the block.)
Smart Card
E136
E136-4 Maturity Rating blocked
The current event is Maturity Rating blocked.  PIN for user profile of sufficient age needed to unblock.
(Together with the Maturity Rating Resource status this is a trigger to prompt for user PIN input to overrule the block.)
Session Management DRM
E137
E137-4 Maturity Rating PIN Error
The current event is Maturity Rating blocked.  The MR profile ID on the card is not in the ECMs.
Smart Card
E137
E137-4 Maturity Rating PIN Error
The current event is Maturity Rating blocked.  The MR profile ID on the card is not in the ECMs.
Session Management DRM
E138
E138-4 Maturity Rating PIN blocked
The current event is Maturity Rating blocked. User PIN input is temporarily blocked. (Maximum number of retries reached. Further retry must wait until the blocking times out.)
Smart Card
E138
E138-4 Maturity Rating PIN blocked
The current event is Maturity Rating blocked. User PIN input is temporarily blocked. (Maximum number of retries reached. Further retry must wait until the blocking times out.)
Session Management DRM
I139
I139-4 Regional info is requested
Waiting for Regional Filtering information.
Smart Card
E140
E140-4 Regional  blocked
Regional Blocking.
Smart Card
E141
E141-4 Home gateway disallowed
Home Gateway Proximity Control disallows the smartcard to be used for descrambling in the decoder.
Smart Card
E142
E142-4 Home gateway HNR expired
Home Gateway Proximity Control HNR timer expired on the smartcard. No descrambling.
Smart Card
E143
E143-4 Home gateway HNA expired
Home Gateway Proximity Control HNA timer expired on the smartcard. No descrambling.
Smart Card
E144
E144-4 Wrong Home Network
Home Gateway Proximity Control (HGPC) active SoftCell (primary or secondary role) refuses the card, because the card is HGPC active but doesn’t belong to the home network.
Smart Card
E145
E145-4 Sector based Dual View product check failed
Sector based Dual View product check failed. No descrambling.
Smart Card
D200
D200-4 No card ready
(For Multiple Smart Cards Support only.)
The stream is scrambled, but no card is ready for PMT parsing: either not in or blocked.
Smart Card
D200
D200-4 Smart Card is not selected by service
(For Multiple Smart Cards Support only.)
The Smart Card is in and is a valid Irdeto Smart Card, but is inactive for the service it belongs to, for example, not targeted to descramble the program due to Owner ID mismatch. In case the card belongs to a secondary operator, this status also implies that it’s not blocked by business rule.
Smart Card
E200
E200-37 Targeted card is unknown
(For Multiple Smart Cards Support only.)
The targeted card is unknown from the dependencies, including:
- At recording, the connected DVB Descramble Service, whose service handle is passed in the resource define, can’t find a card to do descramble which is supposed to do the recording too (except for FTA program for which card is selected by DRM service directly.);
-  At playback, no information of the Smart Card which was used during recording can be found as the targeted Smart Card for playback (except for legacy recordings, for which primary card is assumed to be the card for playback).
Session Management DRM
E201
E201-4 Service is currently scrambled
(For Multiple Smart Cards Support only.)
The stream is scrambled, but no card matches Vendor ID + Owner ID among the cards ready for PMT parsing.
Smart Card
E201
E201-4 Smart Card is blocked by business rules
(For Multiple Smart Cards Support only.)
The Smart Card is blocked, although the card is in and a valid Irdeto card. due to the business rules, which currently include:
- Secondary card must be enabled in order to do descramble or PVR DRM.
- Secondary card can only work when primary card is in.
- Special form of primary card, like SMD card, may be overridden by non-SMD primary card.
Smart Card
E201
E201-37 Targeted card is not in resource list
(For Multiple Smart Cards Support only.)
The targeted card is not in the Smart Card resources defined for the service.
Session Management DRM
E202
E202-37 Targeted card is blocked by business rules
(For Multiple Smart Cards Support only.)
The targeted card is blocked by business rules.
Session Management DRM
E203
E203-37 No card is ready to record FTA event
(For Multiple Smart Cards Support only.)
No card is ready to record the FTA event to be recorded: either not in, or no PVR/DRM subscription, or blocked by business rules.
Session Management DRM

Homecast STB (Receiver Box / IRD)

STB Error Code List
Error Code
Note
SCREEN TEXT
DESCRIPTION

E00
mandatory
E00 Service not scrambled
The currently watched service is not scrambled. No message will appear on the screen, the status will only be shown on the CA Status screen.
E01
optional
E01 Please insert CA Module
CAM Absent
E02
optional
E02 CA Module EEPROM Failure
CAM EE Corrupted
E03
optional
E03 CA Module Failure
CAM Hardware Error
E04
mandatory
E04 Please Insert Smartcard
The smartcard is not present
E05
mandatory
E05 Unknown Smartcard
SoftCell rejects the smartcard. Faulty smartcard or not an Irdeto smartcard.
E06
mandatory
E06 Smartcard Failure
SC_DRV rejects the smartcard. The comms between the smartcard and CAM has failed. It is likely that the cause of this is a faulty smartcard.
E07
mandatory (SoftCell 2.10 and higher)
E07 Checking Smartcard
The smartcard has been inserted and SoftCell is verifying that it is an Irdeto Pay-TV smartcard. This message must be on the screen immediately and stay until the smartcard has been verified and either shows Video or an Error banner.
If the smartcard is inserted up side down, it is possible that the smartcard driver detects this very quickly. In this case, and all other cases in which the driver decides on a Card Error very quickly, it is possible that the “E05 Unknown Smartcard” follows the “E04 Please insert Smartcard” immediately.
E08
mandatory
E08 CA Module failure
The IRD has requested the CAM to descramble more services simultaneously than the CAM can handle. This limit is hardware dependent, i.e. it will be different for I-Chip, TP5 etc. (srvstatus = 4)
E09
mandatory
E09 CA Module failure
The CAM EEPROM is faulty.
E10
mandatory
E10 PMT format error
or
E10 Service Define format error
PMT format error (srvstatus = 8 for SoftCell up to 2.15)
or
Service Define format Error (srvstatus = 8 for SoftCell 2.21A and higher)
E11
depreciated
E11 Updating CAM EEPROM
Updating CAM EERPOM (srvstatus = 7)
E12
mandatory
E12 CA Module failure
SoftCell needs more key space to process this stream (too many ECM streams).
E13
mandatory
E13 CA Module failure
SoftCell has reached the limit of its stream capability.
E14

optional
E14 Service is currently scrambled
The IRD has requested the CAM to descramble a service, but there are no ECMs present. This means that there are no ECMs being played out by the headend.
E15
mandatory
E15 Service is currently scrambled
A general error was encountered in descrambling the ES.
E16
mandatory
E16 Service is currently scrambled
The viewer is not entitled to watch this service because the product in the ECM playout is not on the smartcard.
E17
mandatory
E17 Service is currently scrambled
The viewer is not entitled to watch this service because the sector number in the ECM playout is not on the smartcard.
or
The viewer is not entitled to watch this service because the smartcard is rejected by the smartcard Marriage function (SoftCell 2.12 and higher). In this case the error code E17 has priority over all CA Error messages that have CA Status “00” and “01”, see the IRD CA task Driver API . This priority is handled by SoftCell.
E18
mandatory
E18 Service is currently scrambled
The viewer is not entitled to watch this service due to a product blackout filter imposed by the headend.
E19
mandatory
E19 Service is currently scrambled
The viewer is not entitled to watch this service because the product entitlement on the smartcard has expired or the datecode on the card has gone backwards
E20
mandatory
E20 Service is currently scrambled
The viewer is not entitled to watch this service due to a regional blackout filter imposed by the headend.
E21
mandatory
E21 Service is currently scrambled
The viewer is not entitled to watch this service due to a user filter imposed by the headend.
E22
mandatory
E22 Event Purchased
The current event of the currently watched service is an IPPV event, and it has been purchased. This will not result in a message displayed on the screen.
E23
mandatory
E23 Preview Period
The current event of the currently watched service is an IPPV event, and it is in preview. This will not result in this message displayed on the screen; rather the message will be an IPPV Purchase banner.
E24
mandatory
E24 Service is currently scrambled
The current event of the currently watched service is an IPPV event, and the preview period has expired.
E25
mandatory
E25 Event already purchased
The IPPV event has already been purchased. This will not result in a message displayed on the screen.
E26
mandatory
E26 Event is recorded
The first time that the viewer surfs onto an IPPV event, the smartcard records this event in its database. This will not result in a message displayed on the screen; rather the message will be an IPPV Purchase banner.
E27
mandatory
E27 No further purchases possible
The viewer has surfed onto an IPPV event for the first time and the smartcard cannot store the event in its database as it is full. The IRD should attempt a call-back session.
E28
mandatory
E28 Credit limit reached
The viewer has attempted to purchase an IPPV event, however there is not enough credit on the smartcard. The IRD should attempt a call-back session.
E29
mandatory
E29 Service is currently de-scrambled
The currently watched service is being descrambled successfully. No message will appear on the screen, the status will only be shown on the CA Status screen.
E30
mandatory
E30 Service is currently scrambled
An authentication failure occurred during ECM submission by SoftCell to the smartcard. This is due to a key mismatch between the playout and the smartcard or a Patch Filter fails for an ECM.
E31
mandatory
E31 Service is currently scrambled
The keys carried in the ECM playout do not match those on the smartcard. Two options are available: change the playout or replace the smartcard.
E32
mandatory
E32 Service is currently scrambled
Or
E32 Viewing is temporarily blocked, please stay tuned
Incorrect slot. (An operator sector is not on card.)
Or
When the smartcard is Surflocked and change to a surflocking enabled scrambled service, E32 should mean “Viewing is temporarily blocked, please stay tuned”.
E33
mandatory
E33 Invalid Smartcard
Key mismatch between smartcard and SoftCell (srvstatus = 11)
E34
mandatory
E34 Service is currently scrambled
SoftCell has not yet determined the descrambling status.
E35
optional
E35 Service is currently scrambled
The IRD has requested the CAM to descramble a service, but the CAM does not respond with a descramble status (No Service Define Reply). This is typically due to the absence of ECM playout.
E36
optional
E36 Smartcard Not Compatible
There is a field on the smartcard indicating the type of IRD that card is suitable for. This could be DTH, monitoring or Profdec. This message occurs if there is an incompatibility between the smartcard field and the IRD into which the card has been inserted.
E37
mandatory
E37 Service Unknown
Occurs under the following conditions:
There is an attempt to change to a channel (by directly entering the channel number) and no service is located at that channel number.
There is no entry for the required service ID in the PAT on the transport stream that has been tuned to.
there is no PAT on the transport stream that has been tuned to.
E38
mandatory
E38 Service is not currently running
or
E38 Service is not running

Occurs under the following conditions:
There is no PMT for the service.
Running status of the service is set to NOT RUNNING in the SDT, see also section .
The service that is being watched gets dropped from the Service List descriptor in an operator’s BAT, or from the SDT.
If the service is an Irdeto scrambled service, the CA-Task must send a Service Clear to SoftCell to clear this service; video should be blanked.
E39
optional
E39 Locating Service
Occurs when the service that is being watched is moved to a different transport stream. This could be deduced by any one of the following:
Transport stream ID for the relevant SDT has changed.
Transport stream ID of the PAT has changed.
Service list descriptor containing the service is attached to a transport stream other than the transport stream currently tuned to. This would be indicated in the NIT or BAT for a specific operator.
E40
optional
E40 Decoder Memory Full
Decoder Memory Full
E41
optional
E41 Service is not currently available
May occur when the IRD retrieves the PAT or PMT and the current event of the currently watched service is not allowed in the country, as per the definition of E43 (Not Allowed in this Country).
E42
mandatory if parental rating is supported
E42 Parental Control Lock
and/or
Ask for Parental PIN
Occurs under the following conditions, see also :
When the parental rating of the event is greater than the IRD setting that has been made via the Parental Control menu.
When manually blocking the current event of the currently watched service.
When the EIT does not contain a parental rating descriptor, but only if the IRD’s parental rating is not the maximum (Unblocked).
E43
Optional
E43 Not allowed in this country
Occurs under the following conditions, see also :
The currently watched service is not allowed in the country indicated by the smartcard. This is determined from a country availability descriptor in the SDT.
The current Bouquet is not allowed in the country indicated by the smartcard. This is determined from a country availability descriptor in the BAT.
E44
mandatory if parental rating is supported
E44 No Event Information
An EIT for the current event of the current service has not been received, but only if the IRD’s parental rating is not the maximum (Unblocked), see also .
E45
optional
E45 Service not allowed
An attempt is made to tune to a service on a transport stream, which is blocked by the mux verifier.
E46
optional
E46 Reading Satellite Information
Reading Satellite Information, searching SI
E47
optional
E47 Bouquet Block
Bouquet Blocking
E48
optional
E48 No Signal
or
E48 Searching for signal
Occurs when the front-end reports a loss of signal.
This error message only applies to a momentary loss of signal. When the signal has been lost for longer than 30 seconds, the E52 banner should appear instead of E48.
E49
optional
E49 LNB Overload
Occurs when the current drawn out of the front-end (to power the LNB) is excessive.
E50
optional
E50 No Services available
An attempt is made to change to a service list of a particular type (e.g. TV, Audio) and there are no services of that type available in the bouquet.
E52
mandatory
E52 Searching for signal
Occurs when attempting to tune to a service on a transport stream that cannot be found (e.g. because the service has moved to a new frequency), or if the signal drops away. The following steps occur:
1) “E48 No Signal” or "E48 Searching for Signal" message comes up.
2)If, after ±30 seconds, a signal has not been found, the “E52 Searching for Signal” message will come up as the IRD cycles through transport streams in its database, attempting to establish a lock-on. The IRD must try to lock on the same service on the new frequency, if the service is not found, continue cycling.
E53
optional
E53 Incorrect Pin
The viewer has attempted to purchase an IPPV event and has entered the wrong pin.
E54
obsolete
E54 IPPV OK
Internal message when IPPV purchase is successful. This message will not be displayed on the screen. This code is replaced by E22.
E55
mandatory
E55 Please stay tuned
This banner must be displayed to advise the user to use a longer viewing window. This banner will appear whenever the product on the smartcard has expired, but still falls within the grace period. The smartcard will also return the CW to SoftCell as it is OK to descramble., thus this banner must appear together with Audio / Video.
E56
optional
E56 CAM not compatible
The CAM is not compatible with the IRD MPEG electrical interface.
E57
optional
E57 Unknown Channel
Unknown Channel
E58
optional
E58 channel not currently available
Channel not currently available
E64
optional
E64 Invalid tuning parameters
Occurs when there is an attempt to tune the front-end to a frequency outside the capability of the IRD. Typically this occurs if the tuning parameters have been entered incorrectly, or if invalid tuning information is played out in the NIT. The difference between the tuning frequency and the LNB frequency is outside the capability of the front-end.
E66
optional
E66 Service is currently blocked
Occurs under one of the following conditions:
- The service is SOL (STB Operator Locking) blocked because it is not on an authorised Transport Stream.
- Service is blocked due to Operator requirement to check for valid subscription on smartcard.
E67
optional
E67 Please insert Nagravision smart card
Reserved for manufacturer use.
E68
optional
E68 Nagravision smart card not inserted correctly
Reserved for manufacturer use.
E69
optional
E69 Free-to-air service is blocked
Reserved for manufacturer use.
E70
optional
E70 This service is unavailable on your second TV
If a service ONLY contains elementary streams that are NOT available on the secondary TV, then this message should be displayed.
e.g.: On an OpenTV STB, the secondary might not support OpenTV applications.
E71
optional
E71 Song title and Artist information cannot be viewed
Require for Multichoice Africa Multiview STB
Displayed on services, which would display the DMX application on the primary TV
E72
optional
E72 Rescan in progress. Please wait
The Service Database, is being rebuilt. Thus not possible to present AV on the secondary TV
E73
optional
E73 TVLink Overload
Occurs when the current drawn out of a TVLink supporting remodulator, is excessive. Only required on STB’s that support the TVLink module.
E74
optional
E74 LNB1 Overload
Occurs when the current drawn out of the primary front-end (to power the LNB) is excessive.
E75
optional
E75 LNB2 Overload
Occurs when the current drawn out of the secondary front-end (to power the LNB) is excessive. Only supported on STB’s with TWO satellite inputs.
E76
Mandatory for Multiview
E76 TV2 Disabled. Please contact customer services
When the Multiview product is NOT found on the smartcard, the secondary AV should be disabled and this banner displayed.
E80
mandatory
E80 Not receive the de-tweak keys
SoftCell cannot de-tweak the tweaked CW as it has not yet received the de-tweak key EMM (srvstatus = 12)
E81
mandatory
E81 Not have the correct key to
decrypt the received de-tweak keys
SoftCell cannot de-tweak the tweaked CW as it does not have the correct key to decrypt the de-tweak key EMM (srvstatus = 13)
E82
mandatory
E82 E82 No CA Regional Info
SoftCell enable the Regional Filtering functionality but never get the Regional Filtering descriptor from the CA-Task or CA Client. (srvstatus = 15)
E83
mandatory
E83 Regional Blocking
SoftCell enable the Regional Filtering functionality and get the Regional Filtering descriptor from the CA-Task or CA Client, but the region or sub region info in the descriptor is mismatching with these in the smartcard. (srvstatus = 16)


Motorola Receiver Error Codes

Error Codes

DI

Dl is a reboot code on Motorola DCT boxes which indicates a Guide Update. This reboot normally takes between 15 minutes and 1 hour but may take longer depending on the size of the update. DO NOT power down the box, this will restart the reboot process. This reboot may occur on every box within your home.
If the DI code does not clear in 2 to 4 hours please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

dUI or DMI

This code is associated with the video interface that has to negotiate with the TV before it displays. The code may briefly appear on the cable box when the TV is first powered on but should then disappear.
If the code remains displayed on the box and services do not work:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Re-negotiation of the video interface
    • Turn off the box (not unplug) via the power button
    • Turn off the TV
    • Turn off the TV
    • Turn on the box via the power button
    • Power-cycle your cable box/TV
    • Unplug the power cord from the back of the cable box, wait 15 seconds, then plug the power cord back in
    • Turn off the TV
    • Turn off the TV
    • Power on the cable box
  3. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.

HUNT/FR1/FR2

HUNT, FR1 or FR2 codes indicate the box is searching for some type of frequency and generally requires no action. The codes on the LED display should clear within a couple of minutes.
If the codes do not clear power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

OFF SUVT

If see this on your TV:
  1. Power the receiver off and on via the power button by either pressing the button on the front of the receiver or using the CBL and POWER buttons on the Charter remote control
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

E00

This is not an actual error but indicates normal conditions after initializing the box.

E01

This error indicates the need to restore out-of-band signal.
Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
If this does not resolve your issue please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing.

E02

This error indicates an Init Error and the DCT requires a power cycle to recover.
Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

E07

This error indicates a ROM Verification Failure and the DCT requires a power cycle to recover.
Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

E08

This error indicates Faulty RAM, ROM, EEPROM, or POST Failure. Please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

E09

This error indicates a dead battery or memory has been initialized. Please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

E11

This error indicates an Invalid Unit Address Please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

E13

This error means a Sys_Boot Initialization Failure. If this is the first time you are seeing this error there should be no issues. If you are seeing this issue repeatedly please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing.

E14

This error means a System Startup Failure. If this is the first time you are seeing this error there should be no issues. If you are seeing this issue repeatedly please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing.

E15

This error means the TSI Structure is corrupted. If this is the first time you are seeing this error there should be no issues. If you are seeing this issue repeatedly please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing.

E16

This error code means a bad flash number specified for Initiate Flash Platform. The error has been logged, but should not be an issue.

E17

This error code means a bad platform validation step number. The error has been logged, but should not be an issue.

E68

If you see this error on your TV please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

EF01

  1. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  2. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

All Other Error Codes

If you do not see your specific error code listed please try these steps to attempt to resolve your issue:
  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in
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Ref Codes

S0007

If you are seeing this Ref Code on a single or multiple channels, please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

S0008

If you are seeing this Ref Code on a single or multiple channels, please chat or call us at 1-888-438-2427 and provide the advisor with the specific error code you are seeing

S000B

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0011

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0012

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in. 

S0100

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0125

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0200

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0300

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0400

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0500

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0600

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0700

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0800

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0900

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

S0A00

If you are seeing this Ref Code on a single or multiple channels:
  1. Check behind ALL TV and cable equipment (cable box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors
  2. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  3. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.
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VOD Error Codes

E1000 – E1999

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E2000 – E2999

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E3000 – E3999

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E4000 – E4999

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E5000 – E5051

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E5052

This error is generated due to the popularity of the program/event you are trying to order. Try re-ordering again, either immediately or at a later time. It may take several attempts before their order is successful.

E5053 – E5701

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E5702

This error is generated due to the popularity of the program/event you are trying to order. Try re-ordering again, either immediately or at a later time. It may take several attempts before their order is successful.

E5703 – E5999

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

E6000 – E6299

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC220/E220

This error indicates an attempt to order a movie/program in HD on a television/cable box that is not set up for HD. You can order the movie/program in Standard Definition on the appropriate channel.
If you are ordering the movie/program in HD on a television/cable box that IS set up for HD:
  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC301/E301

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC400/E400 - EC414/E414

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC417/E417

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC418/E418

Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in.

EC424/E424

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC441/EC441 – EC450/E450

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC451/E451

This error is generated due to the popularity of the program/event you are trying to order. Try re-ordering again, either immediately or at a later time. It may take several attempts before their order is successful.

EC452/E452 - EC454/E454

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC461/E461 – EC465/E465

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC470/E470

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

EC499/E499

  1. Login to your My Account and verify your account is active
  2. Confirm you subscribe to the level of service you are trying to access
  3. Verify there are no past due balances
  4. Send a refresh signal to your receiver. Click here for instructions on sending a signal to your receivers.
  5. Power-cycle your receiver by unplugging the power cord from the back of the receiver, wait 15 seconds, then plug the power cord back in

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