Cisco/Scientific Atlanta IPG

You may receive an error message or code while watching TV or ordering Video On Demand (VOD). The following troubleshooting steps will help you to resolve some of the most common errors associated with your Scientific Atlanta Spectrum Receiver (cable box).

Refresh Your Spectrum Receiver

You can refresh your receiver online. Learn how.

You can also send a refresh signal to your receiver over the phone:

  1. Call (833) 267-6094.
  2. When asked to briefly describe the reason for your call, say "Refresh my box."
  3. All receivers in your home will be refreshed. This process can take up to 15 minutes to complete.
Note: Refresh signals are limited to one every 15 minutes up to a maximum of three updates within a 24-hour period. Sending a refresh signal doesn't interfere with scheduled recordings or previously recorded programs on DVRs.

Reset Your Spectrum Receiver

If the error persists, you can reset (power cycle) your receiver:

  1. Unplug the power cord from the back of the device.
  2. Wait 15 seconds and then plug the power cord back in.
  3. Wait up to 20 minutes for the receiver to fully recover and then turn it back on.

If these steps don't resolve your issue, locate your specific error code in the table below for additional troubleshooting instructions.

 

Error Message: Most Likely Error Code: Recommended steps:

Memory Failure

  • ER01

This error code indicates a test of the internal Dynamic Random Access Memory (DRAM) failed.

If this is the first time you're seeing this error message, there should be no issue. Press the CBL and EXIT button on your remote control to clear the LED display on your receiver.

If you see this error code display repeatedly, please contact us and provide the customer service representative with the specific error code.

Software Download

  • Fr.000
  • d.000
  • Etl.d
  • CLR
  • FLASH ERASE

A black screen with white text, as well as these Error Codes, indicate that the receiver is currently downloading software.

It could take up to an hour to complete a software download. Don't reboot or remove power from the receiver during this time.

If the error code persists, contact us and provide the customer service representative with the specific error code.

Incomplete VOD Order

  • E208
  • E211

Errors encountered while ordering On Demand is likely due to the popularity of the program/event you're trying to order.

Wait a few minutes and then try re-ordering the program/event again. It may take several attempts to complete the order.

For further assistance, visit our On Demand Troubleshooting page.

Explore Advanced Services are Temporarily Unavailable

 

If you see this message on your TV:

  1. Press the Power button on the receiver to restart the device. If successful, you should return to the Explorer screen and see data being loaded.
  2. Check behind all TV and cable equipment (receiver, TV, VCR, DVD, stereo receivers, etc.) and the coax cable at the wall outlet for any loose or damaged connectors.
  3. Reset (power cycle) your receiver by unplugging the power cord from the back of the box. Wait 15 seconds and then plug the power cord back in. Wait up to 20 minutes for the receiver to fully recover and turn it back on.

 

If the error persists, please contact us and provide the customer service representative with the specific error code or message you see.