"Explorer Settop Not Authorized" message I rearranged some wiring in my basement to connect an HDHomeRun Prime and in doing so the connection to my SA 8300HD cable box wasn't getting a good enough signal to access any cable channels (too many splits). I was, however, able to view recordings and was using the Prime for new content.
After about 2 weeks, I'm now getting this unauthorized message.
I reconnected the cable to get a good connection (verified by connecting directly to TV), but the cable box is still giving me the error message.
I'm guessing that I need to call in and have it provisioned again.
Does anyone know if I'll still be able to access the recordings on the cable box, if it has to be re-provisioned?
All your recordings should be intact (it's happened to me MANY times on my 8642). You can even just have them send a signal; you do not have to even speak to anyone.
reply to bw1
Boxes talk back to the head end. Chances are you are not getting an ip address and it has turned itself off. Check page four in the diagnostics and see if you get an ip under RF Network.
To check your stats hit the info button on the box and hold it until you see the mail light flash. Then hit the info button. Use the volume buttons to change pages or day + - on remote. On page four you will find ip address and page 5 your signals. Post back and let us know what you find!
Sorry that was push in and hold "select" until mail light flashes then hit the info button.
reply to bw1
If you haven't already, just call 866-496-9669, and choose problems/cable/send a signal. Normally, if the box is disconnected for an extended period of time (i.e., rewiring), it may lose its authorization and simply need a signal bounced from WOW! to the equipment. Usually when mine does this (after it crashes) it will automatically resolve itself.
What checksignal said is right; you are probably not getting an IP address. The only way that you will is if they send the signal. You won't lose any settings or recordings (except those in progress, but it's not like you can record anyway). It only takes like 5 minutes for it to reboot.
That was not the point of my post sgc. If he is not getting an ip address then its most likely a signal issue. Sure it could possibly be the box but I would bet the wiring is incorrect or bad signal which really cant be fixed with a hit to the box.
It may turn it back on for a while but the problem is still there.
Oh. I hadn't thought of the possibility of a signal issue. Still, you should try the hit to the box before anything else. If it is a signal issue then you still won't lose your recordings or settings.
reply to checksignal
Not having an IP address on the box will not cause it to go into this deauthorized state. The reason it did this is because the box has to receive it's keep alive hit at least every 28 days or it will go into "brick mode" as it's called. This is a security measure to make sure a box that isn't authorized to be used can not continue to be used if not online for it's deactivation. Since he didn't have any signal on the box for a while, it lost it's authorization and shut itself off. A simple service hit from customer service (or even the automated IVR when you call in) can get this box back to it's normal state, assuming it again has enough signal to get back on the network. This will not change any settings or affect any recordings on the box.
Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center
reply to bw1
Thanks all, I got it working by sending a signal through the IVR.