Forum > Decoders > Standard Decoders > E16 - delayed activation
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  #1  
Old 2017-12-17 , 09:44
alanmaggs alanmaggs is offline
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Default E16 - delayed activation

A recent extra-view installation (exprola2 & 5s) presented ongoing activation delay on 5s decoder....
Call center operators suggest this is a common problem? Has anyone else had a similar experience?


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  #2  
Old 2017-12-17 , 10:15
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Optimist Optimist is offline
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The 5s (4137) is still very new so doubt you'll find much parallel experience on the forum.

It sounds like you're referring to the attempted initial XtraView (XV) heartbeat (HB) activation?
Have you ever had the 5s working for more than half an hour yet?

I presume you're using either a Smart LNB (SLNB) or a 24-1Z type Smart Switch, and that your 5s is using Unicable (and has that set in the menu) and using userband(s) that's not in use on the Explora 2A?
Else please describe what is in use, and if you then have a diplexer and how it is connected.



Quote:
Originally Posted by alanmaggs View Post
Call center operators suggest this is a common problem?
Not surprising, MC getting rid of built in RF usage on this latest decoder is understood in depth by a few of us but still seen as too narrow thinking that has been expected to somewhat backfire.
IMO at this stage rather getting or changing it to the still widely available series 4 (4136) HD Decoder may be wise if you aren't too interested in looking at functional expansion on the secondary decoder later on. But in your personal situation rather discuss the details you understand further first, others should be back by Tuesday.

Last edited by Optimist; 2017-12-17 at 11:17. . Reason: Further needed detail re 4137, now added opinion
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  #3  
Old 2017-12-17 , 15:47
alanmaggs alanmaggs is offline
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Yes , using a smart Lnb ... unicable signal with different user band settings....
Signal strength and quality 100% on both tuners.


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  #4  
Old 2017-12-17 , 16:01
cdbjhb cdbjhb is offline
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That is then sounding like a problem with MC's systems, ask the call centre for a XV specialist or supervisor.
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  #5  
Old 2017-12-17 , 16:32
alanmaggs alanmaggs is offline
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I will need to call back to the client tomorrow ... MC did indicate on Friday that they would “escalate” the fault...
But I’m not too hopeful ☹️


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  #6  
Old 2017-12-18 , 05:51
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Eventual feedback here would be much appreciated.
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  #7  
Old 2017-12-18 , 08:46
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MC Marietjie MC Marietjie is offline
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Hi there @alanmaggs. There was a problem with the 5-series DStv HD Decoder when it is the second decoder in an XtraView set up - this has since been resolved. You can take your decoder to a branch or agency to swap it. Also call centre agents have been briefed on how to clear this error.

Send a PM to MC Kenneth with a link to this thread, and he can assist you.
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  #8  
Old 2017-12-18 , 10:21
Geoff D Geoff D is offline
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Quote:
Originally Posted by MC Marietjie View Post
Hi there @alanmaggs. There was a problem with the 5-series DStv HD Decoder when it is the second decoder in an XtraView set up - this has since been resolved. You can take your decoder to a branch or agency to swap it. Also call centre agents have been briefed on how to clear this error.

Send a PM to MC Kenneth with a link to this thread, and he can assist you.
Does this issue affect both the 5U and the 5S?

And why does the decoder need to be swopped out to fix? Surely this isnt a hardware matter but a programming problem?
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  #9  
Old 2017-12-18 , 10:56
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MC Marietjie MC Marietjie is offline
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It's a bit more complex than what we can explain here @Geoff. There is no issue anymore, as it has been addressed.

Only the 5S. The reason why we recommend a swap, is that his decoder is still showing that problem. If they were activated BEFORE the issue was addressed and still have not recovered, AND the call centre has tried to clear the error on that side, it is best to take it in to either be fixed on site or be swapped (which is normally quicker).
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  #10  
Old 2017-12-18 , 12:27
alanmaggs alanmaggs is offline
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Default E16 - delayed activation

Problem finally resolved, only after taking both machines in to N1 City.

No box swap was necessary.... intervention by the techies was required... unfortunately I was unable to see what they did to resolve the issue ( on a computer away from the front desk) but i can confirm that nothing was done on either decoder.
It appears that the activation glitch is currently only when using the 5 series decoder as an extra-view unit.
I understand that this is not an isolated incident, and that we will be faced with this problem for a while to come?


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Last edited by alanmaggs; 2017-12-18 at 12:38. .
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