cancel
Showing results for 
Show  only  | would you rather see results for 
Did you mean: 
Need help?

You View Huawei Box Keeps Freezing And Partially Recording

Reply
7 REPLIES 7
Highlighted
Popular Poster

Hi,  My YouView Huawei Box keeps freezing and only partially recording programmes. When it freezes I cannot change channels. I have to keep turning the power off and on again each time to get it to work again. Programmes are only partially recording between 6 and 11 minutes and sometimes not even at all. 
Could an OCE please do a background check on my box, line etc to see what the issue is please? 

Highlighted
Popular Poster

 @OCE_Karl     Could you look into this for me please? Box is still freezing again today.   Thanks

Highlighted
Community Star

Hi @Lincolnlad 

 

Could you please try either a Factory reset from the main menu (blue menu or YV button on your remote > Settings > Factory Reset) this will reformat the hard drive onthe box and reinstall the system BUT you will lose your recordings OR a maintenance reset OPTION 2 which will keep the recordings as follows :

 

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2  “factory reset keep recordings” option is highlighted.  If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / ANTENNA OUT / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

 

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
Highlighted
Community Team - TT Staff

Hi

 

Try the advice from fre55die and see how things are.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


STAY HOME      -      PROTECT THE NHS      -      SAVE LIVES

Highlighted
Popular Poster

@OCE_Karl   Hi Karl  I followed all the instructions given above but box is still freezing and only partially recording. Still exactly the same issues. Is there anything wrong showing from your end please?    Are you able to send me a new plus box please?   Thank you 

Highlighted
Community Team - TT Staff

Hi

 

I'll get this replaced for you.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


STAY HOME      -      PROTECT THE NHS      -      SAVE LIVES

Highlighted
Popular Poster

@OCE_Karl   Hi Karl,  many thanks.  So this will be a free of charge new Plus Box replacement? 

Kind Regards 

Highlighted
Community Team - TT Staff

Hi

 

Yes it will.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


STAY HOME      -      PROTECT THE NHS      -      SAVE LIVES