IPTV Solution EPG & STB Error Codes (Losu02)

Category Error Code Original Description Suggestion
Error Code
Interior STB error.
/ Restart the STB. /
101001 If this message appears again,
101002 / contact your service provider. /
Restoring the system. Please

/ /
wait…
#REF!
101003
STB error.
Restart the STB.
/ If this message appears again, /
contact your service provider.
101004
Network
Network disconnected. (displayed
9800 /
102001 as an icon)
Network error.
Restart the STB.
9801 /
If this message appears again,
102003 contact your service provider.
Network error.
Check and ensure that the
telephone line is connected
9802 /
correctly.
Network error.
telephone line is connected
9802 /
correctly.
Network error.
Restart the STB.
/ /
#REF!
Incorrect broadband user name or
password.
9802 /
Enter the correct broadband user
102007 name and password.
Network error.
/ /
Contact your service provider.
102008
Network error.
/ Contact your service provider. /
102009
Network error.
network cable is connected
9820 /
securely.
Network error. The TSTV
channel service will be
9803 /
unavailable.
102011 Contact your service provider.
Network connected. You can use
9804 /
102012 the TSTV channel service.
Upgrade
Failed to upgrade the STB.
9811 Do not power off the STB or /
103001 unplug the network cable.
Otherwise, the STB will restart
#REF!
9812 and try to upgrade the software /
103002 again.
9813 contact your service provider. /
103003
Player
/ System error.
Try again.
If this message
appears again, contact
104001 your service provider.
9822 System error.

104002
9822 System error.

104003
9822 System error.

Try another program.
If this message
104004
your service provider.
9822 System error.
104005
9822 System error.

104006
9822 System error. Try another program.

If this message
104008
If this message
9822 System error.
104009
Try again or try
Disconnected from the system another program.
9822 because you have not performed If this message
any operation for a long time. appears again, contact
#REF! 104010 your service provider.
9822
104011
9822
104012
9822
104013
9822
System error.
104014
If this message
9826 your service provider.
104015
9822
104016
9823
104017
9824 STB error.

104018
9825 System error.
104019
CA
System error.
9840 /
105001
Contact your service

9841 System error.
provider.
105002
System error.
9842 /
105003
Registering the smart card. Please

9843 /
wait…
#REF!
105004
9844
Contact your service

System error.
provider.
105005
9845
105006
9849
105010
105018 9857 /
System error.
9858 Contact your service provider. /
105019
PVR
Delete some films to
release the hard disk
107001 9966 Insufficient hard disk space. space.
#REF!
Check and ensure that
the disk is connected
correctly.
/
If this message
107002 No hard disk is found. your service provider.
#REF! Restoring hard disk data. Please
/ /
107003 wait…
The file system on the hard disk is
unavailable. Format the hard
/ /
107004 disk?
Check and ensure that
the disk is connected
correctly.
If this message
Hard disk connection error. appears again, contact
107005 9967 Recording stops. your service provider.
EventPage
System error.
/
108001 9820
System error.
/
#REF! 108002 9820
Possible Cause Solution
A fault occurs in the STB. Replace the STB.
The STB fails to be upgraded and is restoring the previous

version:
Do not shut down the STB until the system is
The user shuts down the STB during the upgrade of the STB,
restored.
which leads to an upgrade failure, and the system must be
restored.
A fault occurs in the STB. Replace the STB.
The network cable is not connected correctly or the modem is Check whether the network cable is connected
not started. correctly and whether the modem is started.
Restart the STB.

The IP address of the STB already exists. If this error code is displayed for multiple STBs,
check whether the DHCP server runs normally.
There is no response to a DHCP request from the STB: Check whether the STB is connected to the DHCP
1. The DHCP server is abnormal. server normally and whether the DHCP server runs
2. The STB is disconnected from the DHCP server. normally.
There is no response to a request sent by the STB to the

Check whether the STB is connected to the PPPoE
PPPoE server:
server normally and whether the PPPoE server runs
1. The PPPoE server is abnormal.
normally.
2. The STB is disconnected from the PPPoE server.
If the fault persists after you restart the STB, check

The heartbeat connection between the STB and the PPPoE whether the STB is connected to the PPPoE server
server is abnormal. normally and whether the PPPoE server runs
normally.
／／
Connecting to the DNS server failed: Check whether the STB is connected to the DNS
1. The STB is disconnected from the DNS server. server normally and whether the DNS server runs
2. The DNS server runs abnormally. normally.
The mapping record does not exist on the DNS server. Check the configuration of the DNS server.
The network connection is abnormal when the user accesses Check whether the network cable is connected
the home page. correctly and whether the modem is started.
Check whether the STB is connected to the NTP

The STB fails to synchronize time with the NTB server:
server normally.
1. The STB is disconnected from the NTP server.
If this error code is is displayed for multiple STBs,
2. The NTP server runs abnormally.
check whether the NTP server run normally.
/ /
Check whether the STB is connected to the upgrade

The network connection is abnormal when the STB
server normally and whether the upgrade server runs
downloads the upgrade file.
normally.
The upgrade file cannot be used:
1. The upgrade file does not match the current STB model. Check whether the upgrade file can be used.
2. The upgrade file is modified and incomplete.
If the fault persists after you restart the STB, replace
The STB is abnormal temporarily.
the STB.
Check:
The STB does not receive the response to its playing request
1. Whether the STB is connected to each HMS in the
from the HMS or RRS:
area where the STB is located normally.
1. The HMS is abnormal.
2. Whether the STB is connected to each RRS in the
2. The RRS is abnormal.
area where the STB is located normally.
3. The STB is disconnected from the HMS.
3. Whether the HMS runs normally.
　The STB is disconnected from the RRS.
4. Whether the RRS runs normally.
After the STB sends a playing request, the HMS returns an

RTSP status code 203 No Content: Check whether the content on the HMS is deleted. If
　The content that the STB requests does not exist on the yes, publish the content again.
HMS.
Try again after restarting the STB. If the fault persists,
RTSP status code 401 Unauthorized:
check the configuration on the HMS.
　The HMS considers that the request is not authorized.
On the NMS page, check:
After the STB sends a playing request, the HMS returns an 1. Whether the setting of the alarm threshold of the
RTSP status code 403 Forbidden: HMS CPU usage is proper.
1. The CPU usage of the HMS exceeds the alarm threshold. 2. Whether the setting of the alarm threshold of the
2. The CPU usage of the HMS exceeds the alarm threshold. HMS memory usage is proper.
3. Whether the HMS is heavily loaded.
RTSP status code 415 Unsupported Media Type: Change the content source and make sure that the
　The HMS does not support the type of the media file that media file format is supported.
the STB requests.
RTSP status code 451 Parameter Not understood: If the fault persists after you try again,
　The request from the STB does not conform to the RTSP contact Huawei engineers.
standard.
RTSP status code 405 Method Not Allowed: If the fault persists after you try again,
　The HMS does not support the method that the STB contact Huawei engineers.
requests.
After the STB sends a playing request, the HMS returns an If the fault persists after you try again, check whether
RTSP status code 453 Not Enough Bandwidth: the bandwidth usages of all HMSs exceed the alarm
　The bandwidth of the HMS is insufficient. threshold on the NMS page.

RTSP status code 454 Session Not Found:
　The RTSP connection times out and is interrupted.

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.

RTSP status code 503 Service Unavailable: If the fault persists after you try again,
contact Huawei engineers.
The HMS is abnormal.
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.
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.
Check:
The HMS is abnormal or the network channel on which media
1. Whether the HMS runs normally.
streams are transmitted between the HMS and the STB is
2. Whether the network channel on which media
abnormal. As a result, though the HMS sends an RTSP
streams are transmitted between the HMS and the
response normally, the STB fails to receive any media stream.
STB is normal.
Try again. Then the system selects another available

HMS.
In addition, check whether an HMS has no online user
The playing on the STB fails.
for a long time on the NMS page. If yes, check the
　The HMS is abnormal.
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,
　The STB does not support the media file format of this
and then publish the program again.
program.
Replace the STB.
If this fault occurs in some or all POPs, produce the
1. A fault occurs in the STB.
qualified content source and publish the program
2. The content source is not qualified.
again.
Publish the program again.
　The link format of the program is incorrect.
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
The STB time fails to be synchronized with the NTP server
time zone are configured correctly on the STB.
time.
3. Check whether the STB is connected to the NTP
A fault occurs in the STB.
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

The network connection between the STB and the PIsys is
normally. If not, confirm that no network fault occurs,
abnormal so that the number of STB registration attempts
and then start the STB 24 hours later.
reaches five.
Check whether the STB is connected to the PIsys

The network connection between the STB and the PIsys is
normally. If not, confirm that no network fault occurs,
abnormal so that the number of STB registration attempts
and then start the STB 24 hours later.
reaches five.
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
1. The SMS does not send a request to the CA for registering user to log in to the EPG again.
a user. If the fault persists, log in to the ECS page. Choose
2. The STB fails to obtain the CA parameters correctly. 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
1. The STB time fails to be synchronized with the NTP server
time zone are configured correctly on the STB.
time.
If not, try again after re-configuring the NTP server
2. The PIsys is abnormal.
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. The SMS is abnormal and does not send a request to the 1. Access the SMS page to check whether the SMS
CA for registering a user. runs normally.
2. The network connection between the SMS and the PIsys is 2. Check whether the network connection between the
abnormal. SMS and the PIsys is normal.
3. The PIsys is abnormal. 3. Check whether the PIsys runs normally.
If the fault persists after you try again, contact Huawei
The CA system is abnormal.
engineers.
The STB is damaged.
Replace the STB.
The STB is damaged.
／／
／／
／／
The customer determines whether to format hard disks. ／
／／
Check:
1. The address of the authentication server for the broadband 1. Authentication address set on the STB for the
account or IPTV account is not set correctly. broadband account and IPTV account.
2. The authentication server for the broadband account or 2. Whether the authentication servers for the
IPTV account runs abnormally. 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
Access to a page other than the authentication page times out. normally.
Original
Category Error Code Description Suggestion
Error Code
User identity authentication (201xxx)
Authentication
201000 / is successful. /
Press Menu to log in again.
/ If this message appears
again, contact your service
201001 System error. provider.



/ Press Menu to log in again.

User identity If this message appears
authentication again, contact your service
(201xxx) 201006 System error. provider.
Enter the correct user name
and password.
/ Incorrect user If this message appears
name or many times, contact your
201008 password. service provider.
Your account is Activate your account at the
/
201009 not activated. business center.
The STB is Contact your service
201010 / unavailable. provider.


Service authentication (202xxx)
Service
/ authentication
202000 is successful. /
202001 System error.
/
202002 Network error. Try again.
If this message appears
/ again, contact your service
You have not
/ subscribed to Subscribe to this product at
202004 this product. the business center.
This channel
/ does not
202005 support nPVR. /
Service
authentication You are not
(202xxx) allowed to
/ subscribe to
this program
202006 now. /
Delete some recorded
Insufficient nPVR programs or expand
/ space on your your network hard disk
network hard capacity at the business
202007 disk. center.
Try again.
If this message appears
202008 114
You are not
allowed to
watch
programs in Remove restrictions on the
202009 117 this subject. content as the super user.
Restart the STB.
Subscription (203xxx)
Query (204xxx)
Self-service (205xxx)
CA(206xxx)
User (301xxx)
Data (302xxx)
Others (399xxx)
System error (901x
Possible Cause
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.
The ACS fails to obtain the favorites, program
locks, and nPVR information of the user when
authenticating the user:
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:
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:
The user is already bound to another STB.

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.
1. The default EPG template of the user is deleted
or deactivated:
2. The default EPG template of the user does not
version.
The current EPG template of the user is deleted or
deactivated:
The current EPG template of the user does not
version.
/
The ACS fails to query product and program
subscription records of the user when performing
service authentication for the user:
The ACS does not respond to the service
The EPG is disconnected from the ACS.
The ACS does not respond to the service
　The SOAP service of the ACS is abnormal.
The user cannot order a program online that does

not support the nPVR service.
The EPG fails to find the content that the user

wants to play:
The content is deactivated, is deleted, or expires.
The system is just recovered from a serious fault.

The user needs to be authenticated again.
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.
Check:
/
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.
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:
Check:
Whether the EPG is connected to the ACS.
Check:
Whether the SOAP service of the ACS is normal.
Ask the user to order the program at the business center.
Check:
Whether the content is deactivated, is deleted, or expires in the CMS.
Restart the STB.

IPTV Solution EPG & STB Error Codes (Losu02)

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IPTV Solution EPG & STB Error Codes (Losu02)

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Category Error Code Original Description Suggestion

Restoring the system. Please

9822 System error.

9822 System error.

9822 System error.

9822 System error.

9822 System error. Try another program.

9824 STB error.

Contact your service

Registering the smart card. Please

Contact your service

A fault occurs in the STB. Replace the STB.

The STB fails to be upgraded and is restoring the previous

A fault occurs in the STB. Replace the STB.

Restart the STB.

There is no response to a request sent by the STB to the

If the fault persists after you restart the STB, check

Check whether the STB is connected to the NTP

Check whether the STB is connected to the upgrade

After the STB sends a playing request, the HMS returns an

After the STB sends a playing request, the HMS returns an

After the STB sends a playing request, the HMS returns an

After the STB sends a playing request, the HMS returns an

Try again. Then the system selects another available

Check whether the STB is connected to the PIsys

Check whether the STB is connected to the PIsys

Log in to the BMS, choose Manage Business >

1. Check whether time synchronization is performed

The customer determines whether to format hard disks. ／

Press Menu to log in again.

Press Menu to log in again.

Press Menu to log in again.

/ Press Menu to log in again.

Press Menu to log in again.

Press Menu to log in again.

202001 System error.

Failed to bind the STB to the user:

The BMS does not respond to the user

The user is already bound to another STB.

The user cannot order a program online that does

The EPG fails to find the content that the user

The system is just recovered from a serious fault.

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

Restart the STB.

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