My box tried to upgrade and now it gives me a blac...

Question

Hi,
I'm carrying this over from another message as it was in the wrong place and deserves it's own thread. So far the conversation runs ...
ME : I was sat watching late on Friday night (around 1:00am Saturday morning actually) when my box decided an update is in order. I was patient, I waited and the client was downloaded and seemed to install.
  DS : So did you see a green screen, followed by the boot screen?
     ME : Hard to recall now but I think picture dissappared and the pale blue starting screen appeared followed by 'please wait'. Then it went to the client download screen. I don't remember any green screen.
  ME : Only problem is that I now just get a black screen.
  DS : I did have to wait for 15 mins after one of the updates, after the above screens, before our black screen vanished. how long are you waiting?
    ME : I've left it over night, around 8hrs.
ME : Try a factory reset and it tries to update but still a black screen.
  DS : As above
ME : Called the help desk and they escalated it to their technical people but said it was a known issue and they were trying to correct it. It will be fixed by November. OK I thought a couple of days and it's November but wait, on pressing them it seems that November means the second week of November.
  DS : They are getting confused by the sounds of it. A random reboot issue is probably what they are talking about
  You sometimes have to explain it as if you were talking to a child to get your problem understood
    ME : Yeah, I noticed  I did get the impression that they didn't really understand but no matter how much I tried to explain and dumb down I don't think they were really listening and I just got the same answer back. Gave up in the end.
ME : Called them again and the best advice seemed to be to plug it into a different power socket!
  DS : What, the box or any powerline adapters (PLA's), if you use these?
The box can be plugged in to any mains socket, though PLA's can sometimes lose the connection between themselves, thus the box loses it's connection to the bt vision server(s).
    ME : They were talking about the box. I played along and did as they asked ... their next question was 'is the blue light on' ... yes my box has power!
There are no PLA's involved, I have an ethernet cable direct to the hub.
When it attempts the upgrade the progress bar partially fills, the ring light on the box turns yellow and it starts the download. After several minutes the bar fills apart from a tiny sliver at the end and it says 'Download of client successful. Upgrading'. The power light flashes off briefly then back on and then I see just a black screen. There is no aparent reboot at this stage and the screen remains black overnight as I mentioned.
If after leaving it I then disconnect the power and boot up again it cycles through 3 boot attempts and then tries an upgrade again. Something of a circular problem!

Answer 1

Theraphosid wrote:
Hi,
I'm carrying this over from another message as it was in the wrong place and deserves it's own thread. So far the conversation runs ...
ME : I was sat watching late on Friday night (around 1:00am Saturday morning actually) when my box decided an update is in order. I was patient, I waited and the client was downloaded and seemed to install.
  DS : So did you see a green screen, followed by the boot screen?
     ME : Hard to recall now but I think picture dissappared and the pale blue starting screen appeared followed by 'please wait'. Then it went to the client download screen. I don't remember any green screen.
Well it does sound like the update worked, though you should of seen a green screen, even if it was brief. The green screen indicates that the box is accesing the hard drive. The more content saved on the box, the longer this screen wil appear.
  ME : Only problem is that I now just get a black screen.
  DS : I did have to wait for 15 mins after one of the updates, after the above screens, before our black screen vanished. how long are you waiting?
    ME : I've left it over night, around 8hrs.
It should of worked by then
ME : Try a factory reset and it tries to update but still a black screen.
  DS : As above
ME : Called the help desk and they escalated it to their technical people but said it was a known issue and they were trying to correct it. It will be fixed by November. OK I thought a couple of days and it's November but wait, on pressing them it seems that November means the second week of November.
  DS : They are getting confused by the sounds of it. A random reboot issue is probably what they are talking about
  You sometimes have to explain it as if you were talking to a child to get your problem understood
    ME : Yeah, I noticed  I did get the impression that they didn't really understand but no matter how much I tried to explain and dumb down I don't think they were really listening and I just got the same answer back. Gave up in the end.
I'd call then again and explain it how you have on here, if you have already do the same again (and again and again and again and again) till they understand
ME : Called them again and the best advice seemed to be to plug it into a different power socket!
  DS : What, the box or any powerline adapters (PLA's), if you use these?
The box can be plugged in to any mains socket, though PLA's can sometimes lose the connection between themselves, thus the box loses it's connection to the bt vision server(s).
    ME : They were talking about the box. I played along and did as they asked ... their next question was 'is the blue light on' ... yes my box has power!
There are no PLA's involved, I have an ethernet cable direct to the hub.
When it attempts the upgrade the progress bar partially fills, the ring light on the box turns yellow and it starts the download. After several minutes the bar fills apart from a tiny sliver at the end and it says 'Download of client successful. Upgrading'. The power light flashes off briefly then back on and then I see just a black screen. There is no aparent reboot at this stage and the screen remains black overnight as I mentioned.
Hmm, could be a faulty hard drive......
If after leaving it I then disconnect the power and boot up again it cycles through 3 boot attempts and then tries an upgrade again. Something of a circular problem!
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