Installing the UHD box is not possible - continuous viewing with basic settings

Ennovy · Sep 12, 2020

Installing the UHD box is not possible - continuous viewing with basic settings

Hello

I received the UHD TV box and installed it according to the instructions.

Unfortunately, the box keeps hanging on the basic settings (language, personalized function, connection to TV, your voice assistant for your home). Sometimes this happens when you click “Connect to TV” and then you see the image of the operating system starting, the Swisscom logo and then the basic setting again.

Do you have any idea what this could be? I reinstalled the internet, used the reset, played through the online and everything tip but I can’t get out of this constant loop

Thanks for your help

Werner · Sep 12, 2020

Have you ever hard reset the UHD box with a paper clip during operation until the firmware is reinstalled?

And is it connected to the router via a Gbit LAN cable and to the TV with the new white HDMI cable?

Ennovy · Sep 13, 2020

Yes, I’ve already done it and plugged in all the new cables

Werner · Sep 13, 2020

@Ennovy

If the UHD box is new to you and has never worked properly, it could simply be defective.

Since you’re probably still under warranty, I would just exchange it.

The UHD boxes actually run perfectly and, due to their proven and very widespread practical use, cause (rather) fewer problems than the successor Swisscom box, which is crossed with a smart speaker.

Ennovy · Sep 15, 2020

Today I took one step further! I deactivated the WLAN and lo and behold, I get a picture and sound. I don’t know if it’s a coincidence. But after a few minutes it stops and the operating system restarts.

I have an internet subscription that is too small?

Werner · Sep 15, 2020

@Ennovy

Swisscom TV is completely independent of the size of the internet subscription, so forget about it quickly.

hed · Sep 15, 2020

@Werner

It is independent of the internet subscription, but not of the maximum available (technical) speed.

@Ennovy

What speed does the Internet box show you in the GUI under diagnosis?

BBefronef87 · Sep 16, 2020

Don’t try for much longer, contact support and replace the box!!!

Had the same problem with my box and replaced it free of charge after contacting support

Ennovy · Sep 16, 2020

I’m already in contact with support….!

AAnonymous1 · Sep 16, 2020

Please forgive the questions, but your answers would be helpful for remote diagnosis.

- What does the Swisscom Availability Checker say about UHD TV where you live?

- Which internet box do you have and how is it connected (fiber optic or copper cable)?

- Did you connect your TV with the HDMI cable included with the UHD box? (if no: why not?)

- Which TV do you use? (please state brand and exact model name)

- Does your TV have the latest firmware?

- Did you have Swisscom TV before? (If yes: with which TV box?)

- As @hed already asked: What speed does the Internet box show you under diagnosis?

Questions upon questions, I know 🙂

hed · Sep 16, 2020

@Befronef87

In the rarest of cases, such problems are due to a hardware error, I estimate around 5%.

Ennovy · Sep 17, 2020

@Anonymous

- The checker says: Swisscom TV is available in UHD quality

- Internet-Box 2. Fiber optic or copper cable? No plan.

- yes

- I don’t know more about Sharp LCD

- I don’t even know how to update

- Yep, I had that. TV BOX (black above)

- Speed: Download 50 Mbit/s and Upload 34 Mbit/s

Now I’m one step further. That means I get a picture and sound. BUT the picture is always the same (where you see the tips and recordings) and the sound is always from one station. Just now I had the right picture to go with the sound. However, it gets stuck again and restarts itself and that’s what creates the permanent loop. I also have no chance of pressing anything on the remote control.

I am also in contact with Swisscom respectively. they should get back in touch. Because they thought it was the chapel. But I replaced that the day before yesterday.

hed · Sep 17, 2020

@Ennovy

You can find information on how to update the firmware on your TV on Sharp’s technical support page.

Have you already tested with all HDMI inputs on the TV?

Are you using the HDMI cable from the new box or the old one?

Is the stated speed from the checker or from the router diagnostics page?

SamuelD · Oct 1, 2020

@Ennovy Have you been able to solve the problem now? What was the solution?

Ennovy · Oct 1, 2020

hello @SamuelD

Unfortunately no, I just tried again. Gets stuck when choosing the language.

I don’t like it anymore, I put the old box back in.

Maybe I’ll call the hotline again if I feel like it.

hed · Oct 1, 2020

@Ennovy

If you want people to help you here in the “Customers Helping Customers” forum, you must also answer all the questions asked here in detail.