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YouView box crashing

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12 REPLIES
amaxy1147
Popular Poster

My Huawei DN370T box won’t start up from standby and I noticed that my recording of The Chase on both days this has happened is only partly recorded so I think that it crashes when recording. I have also noticed the recordings freeze temporarily on playback when it does record. I have tried switching off at the back and on again but this doesn’t work.

fre55die
Community Star

Hi @amaxy1147

 

Try a MMR as follows, this will keep your recordings.

 

Turn the box off, then unplug power lead for a couple of minutes.

Re plug in power .

  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 / RF loop through / 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.

 

Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Personal information, then scroll to the bottom of page and click save)

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.
amaxy1147
Popular Poster

Thanks for the advice. I have done as suggested, and now wait to see what happens. I will report back in a few days.

amaxy1147
Popular Poster

I tried the reset as suggested, and the box worked again, but when I tried making another recording it crashed again after a few seconds. Even when I selected the corrupted recording to delete it the box crashed. I can play recordings made before the present problem started.

fre55die
Community Star

Hi @amaxy1147

 

I have escalated this for OCE support for you and they will respond on here.

 

Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Personal information, then scroll to the bottom of page and click save)

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.
Community Team

Hi amaxy1147

 

Next option is to try the full factory reset from the youview menu.

 

This will reset and wipe the hard drive so you will lose any recordings.  This is the only option that will set the hard drive back up and remove any corrupt content.

 

Try this and record a few programs and see if it is better.

 

Thanks

 

Karl. 

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amaxy1147
Popular Poster

Thanks Karl,

 

I will follow your advice, after I have viewed any recordings that I will lose!  I understand that there is no way of backing these up on an external drive.

 

Regards,

Alan

Community Team

Hi Alan

 

No way to back up recordings at present.

 

The factory reset option is the next thing to try short of replacing the box, which would mean you would lose the recordings anyway.

 

Thanks

 

Karl. 

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


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

amaxy1147
Popular Poster

Hi, my box will not start at all now. If I try any of the resets it just goes back to the maintenance page.

 

Do I need a new box?

 

Thanks,

Alan

Community Team

Hi Alan,

 

The replacement box is on the way.

 

Thanks

 

Karl. 

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


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

amaxy1147
Popular Poster

Hello,

 

 I am still waiting for a reply to my last message where I stated that my YouView box has stopped working completely. Can you let me know what is happening please?

 

Thanks,

Alan.

amaxy1147
Popular Poster

Sorry I didn’t get the message about the replacement box until just after I posted my previous message. Thank you.

 

Alan

Community Team

No Problem 🙂

 

Karl 

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


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat