IPTV Solution EPG & STB Error Codes(Losu02)

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Category Error Code Description

Interior

101001 /

101002 /

101003

/ Restoring the system. Please wait…

101004

Network

102001 9800

102003

102004

102005

102006

102007

102008/

102009/

Original Error Code

STB error.Restart the STB.If this message appears again, contact your service provider.

Network disconnected. (displayed as an icon)

Network error.Restart the STB.If this message appears again, contact your service provider.

Network error.Check and ensure that the telephone line is connected correctly.If this message appears again, contact your service provider.

Network error.Restart the STB.If this message appears again, contact your service provider.

Incorrect broadband user name or password.Enter the correct broadband user name and password.

Network error.Contact your service provider.

102010

102011

102012 9804

Upgrade

1030019811

1030029812

103003 9813

Player

104001

/ System error.

104002

9822 System error.

1040039822 System error.

104004

9822 System error.

104005

9822 System error.

104006

9822 System error.

104008

9822 System error.

Network error.Check and ensure that the network cable is connected securely.If this message appears again, contact your service provider.

Network error. The TSTV channel service will be unavailable.Contact your service provider.

Network connected. You can use the TSTV channel service.

Failed to upgrade the STB.Do not power off the STB or unplug the network cable. Otherwise, the STB will restart and try to upgrade the software again.If this message appears again, contact your service provider.

1040099822 System error.

104010

104011

1040129822

104013

104014

104015

104016

1040179823

104018

9824 STB error.

104019 9825 System error.

Disconnected from the system because you have not performed any operation for a long time.

System error.

105001

105002

9841 System error.

105003

105004

9843 Registering the smart card. Please wait…

105005

System error.

105006

105010 9849

105018 9857

105019PVR

107001 9966 Insufficient hard disk space.

System error.Contact your service provider.

#REF!107002

No hard disk is found.

107003 / Restoring hard disk data. Please wait…

107004 /

107005 9967EventPage

108001 9820

108002 9820

The file system on the hard disk is unavailable. Format the hard disk?

Hard disk connection error. Recording stops.

System error.Contact your service provider.

Suggestion Possible Cause

Interior

/A fault occurs in the STB.

/ A fault occurs in the STB.

Network

/ The network cable is not connected correctly or the modem is not started.

/ The IP address of the STB already exists.

/ The heartbeat connection between the STB and the PPPoE server is abnormal.

/ The mapping record does not exist on the DNS server.

The STB fails to be upgraded and is restoring the previous version:The user shuts down the STB during the upgrade of the STB, which leads to an upgrade failure, and the system must be restored.

There is no response to a DHCP request from the STB:1. The DHCP server is abnormal.2. The STB is disconnected from the DHCP server.

There is no response to a request sent by the STB to the PPPoE server:1. The PPPoE server is abnormal.2. The STB is disconnected from the PPPoE server.

Connecting to the DNS server failed:1. The STB is disconnected from the DNS server.2. The DNS server runs abnormally.

/ The network connection is abnormal when the user accesses the home page.

Upgrade

/ The network connection is abnormal when the STB downloads the upgrade file.

/ The STB is abnormal temporarily.

Player

The STB fails to synchronize time with the NTB server:1. The STB is disconnected from the NTP server.2. The NTP server runs abnormally.

The upgrade file cannot be used:1. The upgrade file does not match the current STB model.2. The upgrade file is modified and incomplete.

Try again.If this message appears again, contact your service provider.

The STB does not receive the response to its playing request from the HMS or RRS:1. The HMS is abnormal.2. The RRS is abnormal.3. The STB is disconnected from the HMS.　The STB is disconnected from the RRS.

After the STB sends a playing request, the HMS returns an RTSP status code 203 No Content:　The content that the STB requests does not exist on the HMS.

Try another program.If this message appears again, contact your service provider.

After the STB sends a playing request, the HMS returns an RTSP status code 401 Unauthorized:　The HMS considers that the request is not authorized.

After the STB sends a playing request, the HMS returns an RTSP status code 403 Forbidden:1. The CPU usage of the HMS exceeds the alarm threshold.2. The CPU usage of the HMS exceeds the alarm threshold.

After the STB sends a playing request, the HMS returns an RTSP status code 415 Unsupported Media Type:　The HMS does not support the type of the media file that the STB requests.

After the STB sends a playing request, the HMS returns an RTSP status code 451 Parameter Not understood:　The request from the STB does not conform to the RTSP standard.

After the STB sends a playing request, the HMS returns an RTSP status code 405 Method Not Allowed:　The HMS does not support the method that the STB requests.

Try another program.If this message appears again, contact your service provider. After the STB sends a playing request, the HMS returns an RTSP status code

453 Not Enough Bandwidth:　The bandwidth of the HMS is insufficient.

Try again or try another program.If this message appears again, contact your service provider.

After the STB sends a playing request, the HMS returns an RTSP status code 454 Session Not Found:　The RTSP connection times out and is interrupted.

After the STB sends a playing request, the HMS returns an RTSP status code 461 Unsupported Transport:　The HMS does not support the mode used by the STB to bear media streams in the Transport field.

After the STB sends a playing request, the HMS returns an RTSP status code 503 Service Unavailable: The HMS is abnormal.

After the STB sends a playing request, the HMS returns an RTSP status code 505 RTSP Version not supported: The STB version does not match the HMS version and thus the HMS does not support the version number in an RTSP request from the STB.

After the STB sends a playing request, the HMS returns an RTSP status code 551 Option Not Supported: The STB version does not match the HMS version and thus the HMS does not support the option in an RTSP request from the STB.

The HMS is abnormal or the network channel on which media streams are transmitted between the HMS and the STB is abnormal. As a result, though the HMS sends an RTSP response normally, the STB fails to receive any media stream.

The playing on the STB fails.　The HMS is abnormal.

The playing on the STB fails.　The STB does not support the media file format of this program.

The playing on the STB fails.1. A fault occurs in the STB.2. The content source is not qualified.

The playing on the STB fails.　The link format of the program is incorrect.

The CA system is abnormal.

/ The STB is damaged.

The STB time fails to be synchronized with the NTP server time.A fault occurs in the STB.

Contact your service provider.

The network connection between the STB and the PIsys is abnormal so that the number of STB registration attempts reaches five.

1. The SMS does not send a request to the CA for registering a user.2. The STB fails to obtain the CA parameters correctly.

Contact your service provider.

1. The STB time fails to be synchronized with the NTP server time.2. The PIsys is abnormal.

1. The SMS is abnormal and does not send a request to the CA for registering a user.2. The network connection between the SMS and the PIsys is abnormal.3. The PIsys is abnormal.

Delete some films to release the hard disk space.

/ The customer determines whether to format hard disks.

／EventPage

Access to a page other than the authentication page times out.

Check and ensure that the disk is connected correctly.If this message appears again, contact your service provider.

1. The address of the authentication server for the broadband account or IPTV account is not set correctly.2. The authentication server for the broadband account or IPTV account runs abnormally.

Solution

Interior

Replace the STB.

Do not shut down the STB until the system is restored.

Replace the STB.

Network

Check the configuration of the DNS server.

Check whether the network cable is connected correctly and whether the modem is started.

Restart the STB.If this error code is displayed for multiple STBs, check whether the DHCP server runs normally.

Check whether the STB is connected to the DHCP server normally and whether the DHCP server runs normally.

Check whether the STB is connected to the PPPoE server normally and whether the PPPoE server runs normally.

If the fault persists after you restart the STB, check whether the STB is connected to the PPPoE server normally and whether the PPPoE server runs normally.

Check whether the STB is connected to the DNS server normally and whether the DNS server runs normally.

Upgrade

Check whether the upgrade file can be used.

If the fault persists after you restart the STB, replace the STB.

Player

Check whether the network cable is connected correctly and whether the modem is started.

Check whether the STB is connected to the NTP server normally.If this error code is is displayed for multiple STBs, check whether the NTP server run normally.

Check whether the STB is connected to the upgrade server normally and whether the upgrade server runs normally.

Check:1. Whether the STB is connected to each HMS in the area where the STB is located normally.2. Whether the STB is connected to each RRS in the area where the STB is located normally.3. Whether the HMS runs normally.4. Whether the RRS runs normally.

Check whether the content on the HMS is deleted. If yes, publish the content again.

Try again after restarting the STB. If the fault persists, check the configuration on the HMS.

On the NMS page, check:1. Whether the setting of the alarm threshold of the HMS CPU usage is proper.2. Whether the setting of the alarm threshold of the HMS memory usage is proper.3. Whether the HMS is heavily loaded.

Change the content source and make sure that the media file format is supported.

If the fault persists after you try again, contact Huawei engineers.

Publish the program again.

If the fault persists after you try again, check whether the bandwidth usages of all HMSs exceed the alarm threshold on the NMS page.

Check:1. Whether the HMS runs normally.2. Whether the network channel on which media streams are transmitted between the HMS and the STB is normal.

Try again. Then the system selects another available HMS.In addition, check whether an HMS has no online user for a long time on the NMS page. If yes, check the running status of the HMS. If no abnormal HMS is found on the NMS page, check HMSs at this POP one by one.

Change the media file format of the content source, and then publish the program again.

Replace the STB.If this fault occurs in some or all POPs, produce the qualified content source and publish the program again.

Replace the STB.

1. Check whether the time is exact to ensure that the NTP server time is synchronized successfully.2. Check whether the NTP server information and time zone are configured correctly on the STB.3. Check whether the STB is connected to the NTP server normally.4. Whether the NTP server runs normally.5. Try again after replacing the STB.

Check whether the STB is connected to the PIsys normally. If not, confirm that no network fault occurs, and then start the STB 24 hours later.

Log in to the BMS, choose Manage Business > Manage Device > Unbind STB, and query the MAC address of the STB. Then click Unbind and ask the user to log in to the EPG again.If the fault persists, log in to the ECS page. Choose CA Information Manager > Maintain Basic CA Parameters in the navigation tree to check whether PISYS IP_STB and PISYS Port_STB are set correctly.

1. Check whether time synchronization is performed successfully. If yes, but the error prompt message is still displayed, try again after replacing the STB.2. Check whether the NTP server information and time zone are configured correctly on the STB. If not, try again after re-configuring the NTP server and time zone.3. Check whether the STB is connected to the NTP server normally and whether the NTP server runs normally.4. Check whether the PIsys runs normally.

1. Access the SMS page to check whether the SMS runs normally.2. Check whether the network connection between the SMS and the PIsys is normal.3. Check whether the PIsys runs normally.

／EventPage

Check:1. Authentication address set on the STB for the broadband account and IPTV account.2. Whether the authentication servers for the broadband account and IPTV account run normally.

Check:1. Whether the EPG server runs normally.2. Whether the STB is connected to the EPG server normally.

Category Error Code Description

User identity authentication (201xxx)

201000 /

201001

System error.

201002

System error.

201003

System error.

201004

System error.

201005

System error.

201006

System error.

201007

System error.

201008

201009 /

201010 /

201201

System error.

Original Error Code

Authentication is successful.

Incorrect user name or password.

Your account is not activated.

The STB is unavailable.

201202

System error.

201203

System error.Service authentication (202xxx)

202000/

202001

System error.

202002/

Network error.

202003/

System error.

202004/

202005/

202006

202007

202008104 System error.114

202009 117

202010

System error.Subscription (203xxx)

Service authentication (202xxx)

Service authentication is successful.

You have not subscribed to this product.

This channel does not support nPVR.

You are not allowed to subscribe to this program now.

Insufficient space on your network hard disk.

You are not allowed to watch programs in this subject.

Query (204xxx)Self-service (205xxx)CA(206xxx)User (301xxx)Data (302xxx)Others (399xxx)System error (901xxx)

Suggestion Possible Cause

Contact your service provider. The user is already bound to another STB.

Press Menu to log in again.If this message appears again, contact your service provider.

Failed to bind the STB to the user: 1. The STB is already bound to another user. 2. The MEM DB is abnormal.

The ACS fails to check the binding between the user and the STB: 1. The user is already bound to another STB. 2. The ACS is disconnected from the MEM DB. 3. The MEM DB is abnormal.

The ACS fails to obtain the favorites, program locks, and nPVR information of the user when authenticating the user: 1. The ACS is disconnected from the MEM DB. 2. The MEM database is abnormal.

The ACS fails to obtain the user name, password, area, status, parent control level, EPG template, and STB ID when authenticating the user: 1. The ACS is disconnected from the MEM DB. 2. The MEM database is abnormal.

The ACS does not respond to the user authentication request from the EPG: 1. The SOAP service of the ACS is abnormal. 2. The EPG is disconnected from the ACS.

The BMS does not respond to the user authentication request from the ACS: 1. The SOAP service of the BMS is abnormal. 2. The ACS is disconnected from the BMS. 3. The BOSS SOAP address set in the ECS is incorrect.

The ACS fails to update the registration status of the user: 1. The ACS is disconnected from the MEM DB. 2. The MEM database is abnormal.

Enter the correct user name and password.If this message appears many times, contact your service provider.

Activate your account at the business center.

1. The current EPG template of the user is deleted or deactivated: 2. The current EPG template of the user does not match the user area, STB model, or STB software version.

Subscription (203xxx)

1. The default EPG template of the user is deleted or deactivated: 2. The default EPG template of the user does not match the user area, STB model, or STB software version.

The current EPG template of the user is deleted or deactivated: The current EPG template of the user does not match the user area, STB model, or STB software version.

The ACS fails to query product and program subscription records of the user when performing service authentication for the user: 1. The ACS is disconnected from the MEM DB. 2. The MEM DB is abnormal.

The ACS does not respond to the service authentication request from the EPG: The EPG is disconnected from the ACS.The ACS does not respond to the service authentication request from the EPG:　The SOAP service of the ACS is abnormal.

Subscribe to this product at the business center.

The user cannot order a program online that does not support the nPVR service.

Delete some recorded nPVR programs or expand your network hard disk capacity at the business center.

The EPG fails to find the content that the user wants to play: The content is deactivated, is deleted, or expires.

Remove restrictions on the content as the super user.

Restart the STB.If this message appears again, contact your service provider.

The system is just recovered from a serious fault. The user needs to be authenticated again.

Query (204xxx)Self-service (205xxx)CA(206xxx)

Solution

1. Log in to the BMS, choose Manage Business > Manage Device > Unbind STB, and query the MAC address of the STB. Then click Unbind, and ask the user to restart the STB. 2. Check whether the MEM DB runs normally.

1. Log in to the BMS, choose Manage Business > Manage Device > Unbind STB, and query the MAC address of the STB. Then click Unbind, and ask the user to log in to the EPG again. 2. Check whether the ACS is connected to the MEM DB. 3. Check whether the MEM DB runs normally.

Check: 1. Whether the ACS is connected to the MEM DB. 2. Whether the MEM DB runs normally.

Check: 1. Whether the SOAP service of the ACS is normal. 2. Whether the EPG is connected to the ACS.

Check: 1. Whether the SOAP service of the BMS is normal. 2. Whether the ACS is connected to the BMS. 3. Log in to the ECS, choose Maintain BOSS, click Maintenance, and check whether the SOAP Path parameter is correctly set.

Log in to the BMS, choose Manage Business > Manage Device > Unbind STB, and query the MAC address of the STB. Then click Unbind, and ask the user to restart the STB.

1. Check the status of the EPG template matching the user in the ECS, and ensure that the template is available. 2. Check whether the EPG template matches the user area, STB model, and STB software version. 3. Restart the EPG server.

Ask the user to order the program at the business center.

Restart the STB.Subscription (203xxx)

1. Check the status of the default EPG template in the ECS, and ensure that the template is available. 2. Check whether the default EPG template matches the user area, STB model, and STB software version. 3. Restart the EPG server.

1. Check the status of the EPG template matching the user in the ECS, and ensure that the template is available. 2. Check whether the EPG template matches the user area, STB model, and STB software version.Restart the EPG server.

Check:Whether the EPG is connected to the ACS.

Check:Whether the SOAP service of the ACS is normal.

Check:Whether the content is deactivated, is deleted, or expires in the CMS.

Query (204xxx)Self-service (205xxx)CA(206xxx)

IPTV Solution EPG & STB Error Codes(Losu02)

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