Error Codes

0 of 0 Tuners in Use
● Meaning
○ Receiver is in a fail state
● Cause
○ Cable issues, make sure receivers are activated, hard drive failure
● Recommended Resolution
○ Check the cable as it could be a MoCa issue
○ If not, reboot receiver using front panel Reset button or by unplugging
power cord
○ Wait for the receiver to reboot and then verify tuners are available

002
● Meaning
○ Partial Signal Loss
● Cause
○ Signal loss due to inclement weather
○ Misaligned or damaged dish antenna
○ Failure of component
○ Improperly installed component in signal path
● Recommended Resolution
○ Using a signal meter, check signal at the receiver location and work back toward
the dish antenna
○ Check signal at each connection point
○ Examine coax cable, connectors and components for proper installation and
approved parts
○ Correct signal issue at dish antenna

004
● Meaning
○ Channel Signal Loss
● Cause
○ This error will appear if there is a problem with the multi-dish switch
○ This can also be caused by using incompatible or malfunctioning equipment
between the receiver and the switch
● Recommended Resolution
○ Run a check-switch test on the receiver to verify connectivity to the switch/LNBF
and availability of satellites
○ Examine coax cable, connectors and components for proper installation and
approved parts

005
● Meaning
 ○ Programming Not Authorized
● Cause
○ Current channel is not authorized on the receiver
● Recommended Resolution
○ Verify the receiver is active on the customer account
○ Confirm the receiver and smart card numbers on the account match the physical
receivers
○ Verify desired programming is active by checking OFSC or by contacting the call
center

010
● Meaning
○ Receiver unable to connect to Internet using internal Wi-Fi
● Cause
○ Incorrect settings or a problem with the Internet connection
● Recommended Resolution
○ Reboot receiver using front panel reset button or by unplugging power cord
○ On the receiver access MENU > SETTINGS > INTERNET > WIRELESS SETUP
and verify the desired WiFi network is selected and the password has been
entered correctly
○ If this doesn't work, adding a HIC can be beneficial or reset the WiFi settings by
pushing INFO > RECAL when in the network diagnosis screen

013
● Meaning
○ Authorization
● Cause
○ Programming isn't authorized on the receiver
● Recommended Resolution
○ Verify the equipment is activated in OFS
○ If the receiver is active in OFS contact DASH to verify receiver/smartcard number
and programming

015
● Meaning
○ Complete Signal Loss
● Cause
○ Signal loss due to inclement weather
○ Misaligned or damaged dish antenna
○ Obstruction blocking satellite signal
○ Failure of component
○ Improperly installed component in signal path
● Recommended Resolution
○ Using a signal meter, check signal at the receiver location and work back toward
the dish antenna
○ Check signal at each connection point
 ○ Examine coax cable, connectors and components for proper installation and
approved parts
○ Verify dish antenna is installed and aligned in accordance with installation
standards

015D
● Meaning
○ Weather Related Signal Loss
● Cause
○ Receiver is not receiving satellite signal but can still detect the LNBF or switch in
the check switch result
● Recommended Resolution
○ Verify satellite signal by running a check-switch test on the receiver and or
checking signal with a satellite meter
○ This message is common during a weather related signal event
○ Remove snow from dish antenna when possible or wait for weather event to pass

019
● Meaning
○ Authorization
● Cause
○ This message will display if the smartcard is not inserted correctly, the receiver's
software is outdated, or the card or receiver's card reader is defective
● Recommended Resolution
○ Confirm the software on the receiver is current
○ Remove the smartcard and check for any damage to the card
○ Reinsert the card into the reader. If this does not resolve the issue, replace the
receiver

021
● Meaning
○ Authorization
● Cause
○ The smartcard was removed from the receiver, or if there is a problem with the
smartcard reader of the receiver
● Recommended Resolution
○ Confirm the software on the receiver is current
○ Remove the smartcard and check for any damage to the card
○ Reinsert the card into the reader. If this does not resolve the issue, replace the
receiver

024
● Meaning
○ Miscellaneous
● Cause
○ A feature that relies on guide information such as favorites, timers, DVR events
etc. is being used and the receiver does not have access to the hard drive
 ● Recommended Resolution
○ Reset the receiver and attempt a manual guide update
■ If there is error 311 occuring on the receiver as well, the hard drive
failure is causing the error

031
● Meaning
○ Miscellaneous
● Cause
○ Ordering a program that is not available for purchase
○ If the channel is listed as "Off Air" in the guide, this attention message appears
when the channel is not scheduled to show programming
● Recommended Resolution
○ Educate the customer that this channel is not currently showing any content so no
PPV events can be purchased

058
● Meaning
○ Checkswitch in Progress
● Cause
○ The receiver is performing a checkswitch
● Recommended Resolution
○ Allow the checkswitch to finish and review the results

120
● Meaning
○ Outside Of Viewing Area
● Cause
○ This message is displayed when a customer accesses a Spot Beam channel after
moving their receiver to a new location that is outside of the coverage area
○ If they then go directly to a non-DMA channel, they may also get this message
● Recommended Resolution
○ Verify satellite signal by running a check-switch test on the receiver and or
checking signal with a satellite meter
○ Explain to the customer that local channels are restricted to certain geographic
areas
■ This message is common when a customer moves from one location
to another and has not yet updated locals on the account. If this
appointment is a DISH mover, contact DASH to ensure the correct
locals are on the work order and have the agent send an authorization
hit to begin receiving the new locals
○ Confirming the locals are correct on the account is a good best practice on all
work orders when this error message appears

122
● Meaning
○ Smartcard Communication Error
 ● Cause
○ An internal communication failure has been detected
● Recommended Resolution
○ Press "select" on your Remote Control to reset your receiver
○ If resetting the receiver does not work, you'll need to replace it

145
● Meaning
○ Connectivity
● Cause
○ This message appears when the customer accesses On Demand without an
Internet connection
● Recommended Resolution
○ Connect the receiver to the internet using a direct ethernet connection, WiFi or
HIC

303
● Meaning
○ Hard Drive
● Cause
○ The normal initial software download
○ The receiver will update the screen with instructions as it completes this process
○ If the receiver is disturbed, the download process may have to start over again
● Recommended Resolution
○ Allow the receiver to finish downloading software

311
● Meaning
○ Hard Drive Failure
● Cause
○ This message appears when the receiver is unable to mount the hard drive
(internally) or the receiver detects a fatal failure
● Recommended Resolution
○ Confirm the outlet providing power is wired correctly
○ To prevent this error ensure the receiver is in a well ventilated area and do not
move the receiver while it is plugged in
○ Replace the receiver

349
● Meaning
○ Smartcard Incompatible
● Cause
○ The smartcard inserted could be a past generation that is not compatible or
damaged
● Recommended Resolution
 ○ Check the smartcard number associated with the receiver on the account and
confirm whether it matches the number on the smartcard in the slot on the left-
hand side of the receiver
○ If the smartcard does not match the receiver number, remove the smartcard from
the slot and hold the power button down for 5 seconds until it resets
○ If the smartcard matches the receiver number, remove the smartcard from the
slot and hold the power button down for 5 seconds until it resets, then wait for the
receiver to come back online and reinsert the smartcard
○ If the error is still occurring, replace the receiver

371
● Meaning
○ Programming Not Authorized
● Cause
○ This message appears when tuning to a channel that is not currently a part of the
programming authorized on the account
● Recommended Resolution
○ Validate that the customer does not subscribe to this channel
○ Educate the customer on their channel package and how to upgrade if they would
like to begin receiving this channel

457
● Meaning
○ The remote has reached the pairing limit
● Cause
○ This message appears when the Dish remote has been paired with 4 or more
TVs in a 24 hour period
● Recommended Resolution
○ Wait 24 hours then pair the remote
○ If you need to pair the remote to the TV today, the only resolution is to get a new
remote

514a
● Meaning
○ Inactivity Standby
● Cause
○ The receiver is about to go into standby mode due to inactivty
● Recommended Resolution
○ Inactivity standby allows the receiver to take essential software updates
○ The length of time can be increased/decreased based on the customer's
preference in the settings menu
○ Turning the inactivity standby off completely is not recommended

535
● Meaning
○ Acquiring Signal
● Cause
 ○ This message appears when the receiver has lost signal and is in the process of
reacquiring
○ This may occur after a reset
● Recommended Resolution
○ Allow the progress to complete to resume viewing
○ If signal is not restored then perform signal path troubleshooting
○ Verify the DISH antenna is installed and aligned in accordance with installation
standards

536
● Meaning
○ Local Channels Interrupted
● Cause
○ Local channels temporary outage
● Recommended Resolution
○ Perform all standard signal troubleshooting to ensure installation is functioning
normally
○ Validate that there is an outage by checking Compass real time updates or calling
DASH
○ Notify the customer that there is an issue outside of their dish installation and
service will return after the issue is corrected

833
● Meaning
○ Signal
● Cause
○ Invalid or missing installation summary is detected, a check switch is run during a
period of low signal or in a faulty installation, a check switch was not properly run
during initial installation
● Recommended Resolution
○ Let the check-switch test complete and follow normal satellite signal
troubleshooting including using a satellite meter to verify signal is adequate
○ Inspect coax cable, connections, components and dish antenna for proper
installation

835
● Meaning
○ Signal
● Cause
○ The Auto Checkswitch completes and encounters an error
● Recommended Resolution
○ Verify orbitals are being received using a satellite meter
○ If orbitals are missing, check LOS and cable path
○ Run a checkswitch once any issues have been addressed

836
● Meaning
 ○ Equipment
● Cause
○ This message appears after a check-switch test when the receiver detects fewer
satellites than before
○ This message is common when one satellite that was previously available is not
detected
■ This can occur when a weather event, obstruction temporarily impact
signal or a change in orbitals used at the dish (Arc Swap)
● Recommended Resolution
○ Perform signal path troubleshooting
○ Verify dish antenna is installed and aligned in accordance with installation
standards
○ If you are expecting fewer orbitals than originally were on the STB, save the
results

890
● Meaning
○ High-bandwidth Digital Content Protection (HDCP)
● Cause
○ This message appears when selecting an HD Premium Channel, PPV, VOD, or
DishONLINE event to order, AND the customer’s TV is NOT HDCP-capable AND
they are connected with an HDMI or DVI cable
● Recommended Resolution
○ This is typically caused by out of date firmware on the customer's TV
○ Advise the customer to have the TV firmware updated
○ This can usually be accomplished through the manufacturers website which will
have any available firmware updates listed by model number
○ Try a different TV in the customer's home to ensure the receiver is displaying the
content

908
● Meaning
○ Remote
● Cause
○ The remote is not in SAT mode
● Recommended Resolution
○ Press the SAT button on the remote to remove this pop up

910
● Meaning
○ Connectivity
● Cause
○ When viewing a program at the same time as it is downloading, this message will
appear when the playback catches up with the download progress
● Recommended Resolution
○ Allow the receiver time to build up buffer space again
915
● Meaning
○ Account
● Cause
○ This message is prompted when a customer tries to order a PPV using the
remote
● Recommended Resolution
○ Connect the receiver to the internet using a direct ethernet connection, WiFi or
HIC
○ If internet is not available the customer can order PPV events through the DISH
customer service phone number

981
● Meaning
○ Boot Recovery
● Cause
○ The receiver has detected a failure with the internal hard drive. To prevent this
error ensure the receiver is in a well ventilated area and do not move the receiver
while it is plugged in.
● Recommended Resolution
○ Allow the receiver to finish the boot recovery process
■ If the receiver doesn't progress, replace the receiver
○ Run STBH checking for hard drive failure
○ Check electrical with receptacle tester making sure power is okay
○ Check cable connections
○ Replace receiver

1158
● Meaning
○ Your Wireless Joey is not connected to a Wireless Joey Access Point
● Cause
○ The Wireless Joey and Access Point (AP) have lost the connection due to an
installation issue such as a disconnected AP
● Recommended Resolution
○ Unplug AP and Wireless Joey then power on to re-establish connections. Follow
on screen instructions to reconnect the Wireless Joey to the AP
○ Reposition AP and Wireless Joey closer together and away from other electronic
devices such as routers
○ Verify the Wireless Joey is active on the account and linked to the Hopper

1228/875
● Meaning
○ Connectivity
● Cause
○ This message appears when the customer resets the network in SETTINGS >
DIAGNOSTICS > NETWORK
○ Message 875 is the equivalent in other receivers
 ○ "Hopper is configuring the network to provide Joeys with connectivity. This will
briefly disrupt the use of the Joeys and other network access."
● Recommended Resolution
○ Allow the receiver to finish configuring the network

1243a
● Meaning
○ Connectivity
● Cause
○ This message appears when the customer accesses On Demand or another
feature that requires Internet connectivity when the receiver is not connected to
the Internet
● Recommended Resolution
○ Connect the receiver to the internet using a direct ethernet connection, WiFi or
HIC

1259
● Meaning
○ Connectivity
● Cause
○ This pop-up occurs when the receiver is unable to join a Broadband network
● Recommended Resolution
○ Use a different connection method, Ethernet, WiFi or HIC

1303
● Meaning
○ Looking for server/Hopper
● Cause
○ Coax cable to Joey is damaged or incorrectly connected or Joey is not authorized
on account
● Recommended Resolution
○ Inspect the signal path starting at the Joey and working back toward the
Hub/Node
○ Check all connections and coax cable to verify correct installation of connectors
and components
○ Inspect coax cable for damage and replace as necessary
○ Verify the Hopper is correctly connected to Hub/Node
○ For multiple Joey installations, the Joeys can be swapped to test if a particular
location is the problem or if the problem follows the Joey

1304
● Meaning
○ Broadband Connection Lost
● Cause
○ Poor MoCA Signal
● Recommended Resolution
○ Perform a front panel reset on the Joey and Hopper
 ○ Ensure the Joey is linked to the Hopper in SETTINGS > WHOLE HOME
○ Inspect the signal path starting at the Joey and working back toward the
Hub/Node
○ Some routers can interfere with MoCA signal, to solve this attempt a different
broadband connectivity method including installation of a HIC

1305
● Meaning
○ Broadband connection lost
● Cause
○ Hopper is disconnected from internet or incorrectly connected. Router is not
compatible with Hopper system
● Recommended Resolution
○ Attempt a connectivity method that is different from the current method
○ If a router is not allowing Joeys to connect to a Hopper then the Hopper Internet
Connector (HIC) is advised

1309

● Meaning
○ Joey connection to the Hopper has been lost
● Cause
○ Cabling issues
○ Installation configuration issues
○ Network issues
● Recommended Resolutions
○ Check all cable runs for issues, failed components
○ Ensure Client connections are correct
○ Enable Wireless-Ethernet Bridging (WET)
■ IF the router has a setting for WET (many routers may not), this
should be ENABLED
○ Increase DHCP Lease Time
■ DHCP Lease Time in the router settings should be set for 24 hours or
longer
■ This is often set in minutes, with 1440 minutes equaling 24
hours
○ Disable DHCP when 2 routers are on the same network
■ If there are 2 routers on the network (for instance, the customer has a
gateway provided by their ISP and also a mesh Wi-Fi system), disable
DHCP on the first router
■ Bridge Mode should also be turned off for the router that
you are disabling DHCP on
○ Create a 2nd Subnet
■ Install a 2nd router to create a separate subnet with only the Hopper
system connected to it
 ■ This process is outlined in Receiver Broadband Connectivity
● Best practices
○ Have the customer log in to the router and navigate/change settings themselves
○ Perform a web search for "default username and password" and "router login url"
and include the ISP and model of the customer's router in the search
■ This will tell you which IP address/URL to navigate to in the browser in
order to log in to their router
■ NOTE: The router login is often set to the default (often "admin" and
"password") but may have been changed by the customer
○ NOTE: Changing DHCP, WET, and Bridging settings will vary by router model
but are often found in the "Advanced" section of the router settings menu

1333
● Meaning
○ Looking for Hopper
● Cause
○ Joey is not linked to Hopper due to a connection issue or authorization issue
● Recommended Resolution
○ Verify the Joey is active on the customer account
○ Perform a front panel reset on the Joey and Hopper
○ Ensure the Joey is linked to the Hopper in SETTINGS > WHOLE HOME
○ Inspect the signal path starting at the Joey and working back toward the
Hub/Node

1503
● Meaning
○ A problem has been detected with the Super Joey
● Cause
○ Super Joey and Hopper have different satellite matrices, Super Joey was turned
off during Check Switch Test, Cable to Super Joey is damaged or not correctly
connected
● Recommended Resolution
○ Restart the Hopper and Super Joey
○ Re-run the check switch on the Hopper
○ Check the signal at the Super Joey with the SAT meter
○ Check the cable configuration making sure it's all hooked up correctly
■ Cable to LNB is connected to the right port
■ Port 1 is on port 1 and port 2 is on port 2
○ Make sure the cable and connectors are approved and in good shape

1553
● Meaning
○ Wireless Joey disconnected from Access Point
● Cause
○ This issue occurs when the Wireless Joey is not connected to the Access Point
(AP)
● Recommended Resolution
 ○ Unplug AP and Wireless Joey then power on to re-establish connections
■ Follow on screen instructions to reconnect the Wireless Joey to the
AP
○ Reposition AP and Wireless Joey closer together and away from other electronic
devices such as routers

1592
● Meaning
○ Snap component failing
○ Hopper USB port failing
● Cause
○ This issue occurs when the Hopper Snap device is not connected/working or the
USB port is not functioning correctly
● Recommended Resolution
○ Replace the Snap, if the error persists replace the receiver

2501

● Meaning
○ HDMI Connection No Longer Working Properly
○ This screen will appear on the Hopper and indicates that you need to move the
HDMI connection from the Hopper to the Hopper Plus
● If it does not show after 5 minutes
○ Move HDMI to Hopper Plus, it may be on Android Recovery Screen and will need
to be replaced
○ If not on Android Recovery, reboot Hopper and Hopper Plus
■ Note: When you reboot the Hopper, the Hopper Plus will automatically
reboot
● Recommended Resolution
○ In order to exit Hopper Plus mode and the 2501 screen, hold the Black Power
Button (not Red Reset) on the front panel until the Hopper reboots
■ It should not return to 2501 when following this process

2505

● Meaning
○ Caused by either connectivity or activation issues
● Recommended Resolution
○ Check if activated and numbers were entered correctly in OFS
○ Check USB cable and connection
○ Reboot Hopper Plus
 ○ If the Hopper is connected to Wi-Fi and Ethernet, remove one method of
connectivity after taking out of Hopper Plus mode. More information in Receiver
Broadband Connectivity
○ If these steps do not resolve, red button reset on Hopper

3000
● Recommended Resolution
○ The USB process must be used for ALL new connect installations
○ Receivers are not targeted for IP downloads for new installs (NC)
■ On upgrade work orders, the Download ATV Files button may be used

9999
● Meaning
○ Refresh In Progress
● Cause
○ The User Interface detected that a refresh was needed.
● Recommended Resolution
○ Please wait for the receiver to complete the Refresh

Common Issues
Android Recovery Screen
● If this appears on a Hopper Plus or Joey 4, it will need to be replaced

App Issues, Joeys Unlinking, Pixelating/Freezing Video

● The customer's ISP-provided modem/router may interfere with the Hopper's network
connection or MoCA network and cause these symptoms:
○ Pixelating
○ Freezing video
○ Hopper Plus/Joey 4 Unlinking
○ Apps not loading or streaming interrupted
● Verify there is only a single broadband connection
○ If connected to both Wi-Fi and Ethernet, issues may occur with Joeys linking and
apps may not work
○ Use the steps in the Dual Hopper Broadband Connections page to disconnect Wi-
Fi when necessary
● If Voice Search, Streaming Apps, or On Demand is not working, try these steps:
○ Voice search or apps are not working:
■ Reset router and Hopper/Hopper Plus
1. If this does not resolve, the customer's router may be
interfering with the connection and a HIC or 2nd Subnet
may be needed
○ If the previous steps did not work, Install a HIC or Create a 2nd Subnet:
■ Install a HIC
■ If installing a HIC is not possible, create a 2nd subnet by connecting a
second router:
1. Clear the existing Wi-Fi network from settings:
 ■ Diagnostics > Network > Internet Settings
■ Press INFO > RECALL on the remote
2. Once the second router is connected to their main router,
connect the Hopper to the new router

Black Screen - Guide & Menus Accessible

● Meaning
○ Receiver is in a fail state
● Cause
○ Receiver has temporarily malfunctioned
● Recommended Resolution
○ Check the cable and the software to make sure that it is current
○ If so, reboot receiver using front panel Reset button or by unplugging power cord
○ For Joeys, verify that the Joey is linked to the Hopper
○ If this does not solve the issue, check the HDMI

Black Screen - No Guide

● Meaning
○ Guide is incomplete or not showing
● Cause
○ HDMI issue
○ No signal
○ Customer hit cancel download on VIP receiver
○ Customer did not let download happen
○ DVR was set causing download to skip
● Recommended Resolution
○ Run check switch, let guide download, check software version

Channel is Missing in Guide

● Meaning
○ One or more channels are not appearing in the Electronic Program Guide
● Cause
○ Receiver has partial or complete signal loss or programming is not authorized
● Recommended Resolution
○ Verify programming is active on account
○ Additionally, verify that the favorites tab is not selected as this will only show the
selected channels (not all of the subscribed channels)
○ Perform a check-switch test at the receiver location
○ Using a satellite meter, check signal at the receiver location and work back
toward the dish antenna
○ Check signal at each connection point
○ Examine coax cable, connectors and components for proper installation and
approved parts

Factory Test Mode

● Meaning
○ Receiver in factory test mode
 ● Cause
○ Receiver was not set to normal operating mode when it left factory
● Recommended Resolution
○ Reset to factory defaults in DIAGNOSTICS > TOOLS > RESET to factory defaults

Forced Download Failed

● If any of the software versions say “Failed” during the Force Download: Restart Hopper and
then restart download

Google Sign-in Issues

● Meaning
○ Customer is unable to sign into their Google account on the Hopper or Joey
● Recommended Resolution
○ Wait 10 minutes before rebooting the ATV device

Hopper Plus or Joey 4 not Downloading

● Ready to install Hopper Plus and Joeys Checklist:
○ 1. All equipment activated?
○ 2. Hopper has the Android software available?
■ Hopper Plus Software Update Process
■ To confirm the latest ATV software, visit the USB Software Updates
page
○ 3. Hopper is on Live TV?
○ 4. Hopper is IP-connected and bridging enabled?
● Verify there is only a single broadband connection
○ If connected to both Wi-Fi and Ethernet, issues may occur with Joeys linking and
apps may not work
○ Use the steps in the Hopper Broadband Connections
■ 1. On the Hopper, access Diagnostics > Settings > Network > Internet
Settings
■ 2. Press INFO > RECALL
■ 3. Select Clear Settings to disable the wireless connection to the
network
● After the above steps are verified but the products are still not downloading, reboot the
Hopper Plus/Joey that is having the issues WITHOUT rebooting the Hopper.
○ After these steps, the Hopper Plus may stall at 50% but should continue within 10
minutes
■ Rebooting the Hopper while the Hopper Plus is flashing software may
cause failure
○ If the issue persists, then reboot the Hopper
● WJ4:
○ Connect an ethernet cable between Hopper and Joey
■ Once WJ4 is connected via ethernet and linked to the Hopper,
continue the installation wizard steps
○ Is the orange light on the WJAP staying illuminated?
■ If not, reboot the WJAP
 ○ If the WJ4 is downloaded but is repeatedly dropping from the WJAP, the
customer's router may be interfering with the connection and a HIC or 2nd Subnet
may be needed
● If the previous steps have been followed and issues persist, temporarily disconnect the
Hopper from broadband
○ Attempt the software update process on the Hopper Plus/Joey 4 again
○ Once the update is complete, reconnect the Hopper to broadband

"Invalid" Software during USB Update

● Meaning
○ Invalid error message displays when preforming USB software update
● Cause
○ This is expected and does not cause issues with installation
● Recommended Resolution
○ Current factory software does not recognize the latest software versions on the
USB drive
○ Once newer versions of factory software are released, this will be fixed

Joey Will Not Activate

● If the Joey shows not activated in the Install Summary and RCAID has been verified active
with dash, exit the install wizard
● To exit Install Wizard: Skip forward > recall > skip forward
○ If the Joey is still not showing activated once out of the Install Wizard, verify it is
linked in Whole Home

Missing Guide Info

● Meaning
○ Guide is incomplete or not showing
● Cause
○ No signal
○ Customer hit cancel download on VIP receiver
○ Customer did not let download happen
○ DVR was set causing download to skip
● Recommended Resolution
○ Make sure all channels are selected and not on favorite list

No Audio
● Meaning
○ Video with no Audio
● Cause
○ HDMI
○ Faulty TV speakers
○ Check Dolby audio settings on receiver if on turn off or vice versa
● Recommended Resolution
○ Check HDMI, make sure Soundbar is turned on
○ Reset box, try a different channel
 ○ select different source and see if audio comes out to eliminate TV being the main
issue
○ If other source works replace receiver

Not Authorized
● Meaning
○ Not authorized
● Cause
○ Receiver is not active on the account or the customer has unplugged their
receiver
● Recommended Resolution
○ Verify receiver is active in OFSC or by calling and confirming with a call center
agent, send a "HIT" from OFSC

Netflix
● Meaning
○ Netflix buffers/will not load
● Cause
○ Video is Frozen - Buffering
● Recommended Resolution
○ Verify Hopper/Wally is connected to internet, Run speed check Netflix needs
3Mbps for SD(5Mbps for HD and 25 for 4K). Reset Netflix App. Install a Hopper
internet connecter.

"Playback Failed"
● Meaning
○ Screen displays "Playback Failed"
● Cause
○ This issue has commonly been observed when the device is connected to the
HDMI ARC port on the TV
● Recommended Resolution

○ Until a fix for this is identified, it is recommended to avoid connecting either a

Hopper Plus, Joey 4, or Wireless Joey 4 to the ARC port
○ Note: Sound bars can still use the ARC port for audio
○ If the HDMI is not connected to the ARC port and the issue persists, inform the
customer this is a known issue, a software fix is expected in the near future, and
a reboot will temporarily resolve the issue

Receiver Reboots/Turns Off

● Meaning
○ Receiver reboots or goes into standby
● Cause
○ Hard Drive failure, electrical problems, update or no activity within 4 hours
causing stand by
● Recommended Resolution
○ Run STBH checking for hardware failure
 ○ Check cable is not damaged and braid is not touching stinger any short in the
cable can cause a reboot
○ Ask customer when the reboot happens, if reboot happens after an update this is
normal
○ Go into settings and change update time

Receiver Wont Turn on

● Meaning
○ No power at receiver
● Cause
○ Hard Drive failure, electrical problems
● Recommended Resolution
○ Check electrical with receptacle tester making sure power is on
○ Plug power into another outlet. Verify outlet is not connected to wall switch.
Replace receiver

Remote Not Pairing to Joey 4

● Hold button on top of box for 10 solid seconds > Press SAT
● If this does not work, reset the receiver and try again
● Try a different remote
○ Note: You may need to replace the receiver if this does not work after multiple
attempts

Trick Modes (Skip Forward/Back, Rewind/Fast Forward)

● Customers may experience inconsistent responses when using the trick mode buttons on the
remote (fast forward/rewind and skip forward/skip back)
○ Examples:
■ Pressing Skip Forward once or multiple times may not advance in the
correct increments of 30 seconds
■ Fast forwarding may jump around and not progress smoothly through
the show

Software Version P056, P057, P058, P060 in Diagnostics

● The receiver did not go through the Install Wizard properly
● A Factory Reset will need to be initiated:
○ SETTINGS > DEVICE PREFERENCES > ABOUT > FACTORY RESET