9 Troubleshooting
Problem
Possible cause
Remedy
The LED on the set-top
box does not light up
No mains voltage or the
set-top box is defective.
Check that the power
supply unit and cable are
properly connected. If the
error persists, contact
your provider.
The set-top box cannot
establish a WiFi
connection
The MAC address of the
set-top box is not allowed
by the router.
Check the router and
enable the MAC address
of the set-top box.
Support info 11
The set-top box is
defective.
Contact your provider.
The coaxial cable is not
(properly) connected.
Check the proper
connection of the coaxial
cable.
Support info 12
The input signal of the
cable connection is too
weak.
Contact your provider.
Support info 13
The set-top box is unable
to establish a connection.
Contact your provider.
Support info 18
The set-top box is not
configured correctly.
Contact your provider.
Support info 30 – 34 is
shown for more than 3
minutes
Technical error while
establishing the network
connection.
Disconnect the set-top
box from the mains
network for about
5 minutes. Contact your
provider if necessary.
Support info 40 – 85
Technical error during a
software update.
Disconnect the set-top
box from the mains
network for about
5 minutes. Contact your
provider if necessary.
Support info 65
No connection to the
NTP server.
Check the network
settings of the router.
Contact your provider if
necessary.
18 | P580 Hybrid CM
