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PPPoE Error Codes. Quiet sound on TV

Digital television users are accustomed to paying for high-quality video content, the ability to control viewing, as well as for replenishing the channel lineup. Unfortunately, there are situations when using this service there are difficulties, and information about ways to solve common problems will not hurt here.

What to do if it gives error code 13?

The problem may arise if the balance of a particular subscriber does not match the parameters of the service, for example, when ordering a movie on IP - TV. You can solve it in several ways, for example:

check the balance - for active subscribers of Rostelecom, the service provider has set a threshold of "-1000" rubles. This means that if the account balance is negative, namely -1000,01 the service will not be activated. When an error code appears 13 11 from Rostelecom, you can check the account status by going to the Service Management section, such an item is in the menu, which can be launched using the set-top box and remote control;

contact 24/7 technical support - if an error occurs 13 11 in Rostelecom, specialists will check the operation of a whole range of processes using an application software. By calling the number 8 800 100 08 00 , you will be connected to the operator and will be able to tell him about your problem. It makes sense to resort to using this method if your balance matches the parameters of the selected service.

Additional problems with digital TV from Rostelecom

Even a large-scale system can fail, so knowing how to fix them will not hurt anyone. For example, it happens that a certain package of TV channels cannot be turned off. If you have only one channel package active, then first you need to connect to the desired new one, and then deactivate the unnecessary one.
Error code 13 in Rostelecom is not the only one; similar messages may also appear if the modem or router is not properly configured, and sometimes the settings may be reset. This also includes the lack of a physical connection between the router and the set-top box. Hanging, scattering of a picture, a “black screen” instead of an image - this is also not the norm. An important factor in this is the physical characteristics of the cable, low speed connections when connected.

Error: 691: (Access denied because the username or password is not valid on this domain.)
Most often, this error occurs for users if they really do not type the Username and Password correctly, or if your login has already been connected to the network. Solution of the problem: Carefully type the Username and Password. The login is entered in capital English letters and/or numbers. Make sure the English keyboard layout is enabled. Remember if you gave your credentials to friends or acquaintances. If the problem persists, call the Technical Service.

Error: 678: (The remote computer is not responding).
This type of error occurs when there is no connection between your computer and the access server. Most likely the cause of this error is: malfunctions on our active equipment, the client's network card is disabled, the connection is blocked by an antivirus program or a firewall.
Solution to the problem:
Maybe the cable is not connected. local network or poor contact in the connectors.
Your computer's network adapter may not be working properly. To resolve the problem, you may need to reinstall the network adapter driver or replace the network adapter.
A cable break may have occurred or the access server may have been disabled.
The network adapter might be disabled in device manager. Turn on the network adapter and try connecting again.
It is possible that the Service name is incorrectly specified in the connection properties. Refer to the setup instructions for your operating system.
The address of the PPPoE hub may have changed (only relevant for connections under Windows 98/Me/2000). Create a new connection using the setup instructions for your operating system.
Check Local Area Connection (Start-> Control Panel -> Network Connections -> right-click on Local Area Connection -> select Enable). Disable your antivirus program or firewall. If the problem persists, call the Service technical support.

Error: 769: (The specified destination is unreachable).
The reason for this error is that the network card on your computer is disabled. Solution: You need to enable the network adapter in the device manager (Start-> Control Panel-> System-> Hardware-> Device Manager-> Network Cards. Right-click, select Enable and try connecting again.

Error: 734: (PPP link control protocol was interrupted)

This error can occur if the security protocols on the server to which you are connecting are incompatible with the local security settings. Solution: In the Network Connections folder, right-click the connection you are using. Select Properties and open the Security tab. In the When verifying uses list, select Insecure password. If the problem persists, call Technical Support.

Error: 680 and 676: (Line is busy)
This error occurs if the network card on your computer does not work properly, or there are malfunctions on our active equipment. Solution: You need to disable and re-enable the network adapter in the device manager (Start-> Control Panel-> System-> Hardware-> Device Manager-> Network Cards. Right-click, select Disable, and then Enable and try to connect again. If the problem persists Reboot the computer and try to connect again If the problem persists, call Technical Support.

Error: 651(the network device reported an error).
Step 1. Check with an antivirus for the absence of virus and Trojan programs.
Step 2. Try to delete the existing connection and create a new one.
If it didn't help
Step 3: Try resetting Current state WinSock libraries to the initial "clean" settings. To do this, click the “Start” button, in the “Search programs and files” (Win 7) or “Run” (WinXP) line, type cmd (for Win 7, hold down Ctrl + Shift) press Enter. In the command line that opens, enter
netsh winsock reset
and press Enter. If prompted to restart the computer, restart.
If it does not help, reset the TCP / IP protocol parameters with a special program. You can do this manually by typing
netsh int ip reset c:\resetlog.txt
or
netsh int ip reset all
Step 4. Reinstall the drivers for the network.

Digital television is perhaps the most demanded service from Rostelecom today. Now interactive TV is becoming truly mobile - with the release of version 2.0 of IP-TV, you can carry the set-top box with you anywhere, you can watch TV on your tablet and even using a regular browser through one account. In this article, we will look at the most common problems and how to solve them.

ATTENTION! At the moment (03/18/2018) there is a problem with the constant request for a pin code to view channels in order to solve this problem, in the parental control settings in the items: "available content" and "request a pin when viewing content" - you must set the profile to 18+.

ATTENTION! The "View Control" service may not work correctly (or not work at all) due to copyright restrictions on the following channels: Channel One, Discovery channel, Animal Planet, TLC, ID XTRA, Discovery Science, DTX, Discovery channel HD, Animal Planet HD, TLC HD, Discovery Science HD, Match TV

If you have problems with sound on or a black screen on some channels (ripples, black screen, pixels, sound lags behind the image, etc.), then first of all try resetting the set-top box to factory settings. This is done through the menu "Settings" -\u003e "System settings" -\u003e "restore factory settings". Please note that factory reset will not affect purchased movies and channels.

To make it easier to find the problem, press CTRL + F and enter in the search box some important part of the question, for example, "Error", "Does not show", "TNT", "not included", "password", "view control", etc. d. Or find your question in the list. If that doesn't help, ask your question in the comments.

Select your category of appeal:

TV compatibility with the Interactive TV app

Q: I heard that some Smart TVs no Zabava app. Is there any TV list that 100% support this app?

A: The Interactive TV app (NOT ZABAVA) in LG SmartTV devices is currently available on devices from 2012 to 2016. On this moment the ZABAVA application has not yet been renamed from Samsung SmartTV to the "Interactive TV" application. It is planned to rename this month. Available on devices 2012-2014 MY. On devices with TizenOS (2015-2016) will be available by the end of 2016

LG

SAMSUNG

Q: When you select the Zabava or Interactive TV application in the TV menu (depending on the TV brand), the message appears on the entire screen: “Dear subscriber! The provision of services in the region of your stay is impossible.

A: 1. Check the region and time zone settings on the TV itself 2. Check network settings- Ideally, reset the router to factory settings and configure it again.

Problems with loading the set-top box

Q: I connected the IPTV 2.0 prefix for the first time. Activation of the service fails, an error occurs: "Problem connecting to the server - the server is unavailable." Then the prefix reboots in a circle.

A: During the initial connection, the set-top box should be connected only with an ethernet cable. NEVER ATTEMPT TO CONNECT STB FOR THE FIRST TIME VIA WI-FI. If connecting with a cable and forcing a reboot does not help, contact your Internet Service Provider (ISP).

Q: The prefix when loading gives an error "304"

A: Block physical write error. (physical defect of the flash memory). Only replacement of the console will help

Q: The screen gives an error “Server error. Authorization not possible" after a long boot

A: 1. This may be a delay in processing requests on the provider's side. Try rebooting the console a little later (within an hour)

2. It could be network problem- TCP packets do not reach STB. Checking security settings, modem / router settings is required. Eliminate incorrect connection scheme of the set-top box. Contact technical support 8-800-1000-800

Q: My SML-482 took a very long time to load. Sometimes it hangs for 20 and 30 minutes!

A: The problem is being solved by Rostelecom specialists. UPDATE 01/25/2017: Problem solved. If this is still observed - update the software of the set-top box

Sound problems

Q: I have no sound on the TLC HD channel. Prefix SML-282

A: Unfortunately, SML-282 set-top boxes do not have hardware support for the AC3 codec, which is used to encrypt this channel.

Q: Why do I have no sound on TNT channel through IP-TV? All other channels have sound. Samsung TV.

A: If you use the RCA interface (“tulips”) to connect the set-top box to the TV, then just try to swap the audio outputs on the tulips (change the white wire with red)

Q: I don't have Russian on the Eurosport channel!!! missing russian audio track

A: If there is no Russian audio track in the stream, then, unfortunately, thisthe problem is outside the area of responsibility of Rostelecom. This content is broadcast by the channel itself

Image problems

Q: When launching the application, the fun on the TV is a black screen. TV samsung model ue40f6540av

A: Try resetting the settings on the TV itself. How to do this can be found in the instructions for your TV.

Channel issues

Q: There is no Discovery in the channel list on the set-top box, although it is included in the package. Why?

A: Unblock the channel in the settings of the current profile. This is done through the menu "Settings" -> "Manage profiles" -> "Edit" -> master -> "Parental control" -> "Access to channels". Also note that older STBs may not list HD channels (which prevent you from switching to LQ). In particular, the Zyxel-1001s suffers from this.

Q: Interactive TV 2.0 - the list of channels on the set-top box has disappeared. How to fix it?

Q: Channels are shown only in the introductory view - an error occurs "You are not in your region, therefore you cannot view this channel."

A: The geo-location on the set-top box needs to be adjusted by Rostelecom. Do not set the desired region in the console settings manually, even if it is incorrect (not your region, region, republic, etc.). Interactive TV works on a specific external IP address, so you do not need to manually change geolocation. Leave a request by phone 8-800-1000-800

Problems with recorded programs/movies

Q: I lost a recorded program on the IP-TV set-top box from the available quota (Recordings category)

A: Some scenarios are possible:

The program registered with an error. Even if the preview shows no artifacts, distortion, or other visual problems, the recording may not be recorded correctly. Such transmissions are automatically deleted by the platform script after 72 hours. Unfortunately, this record cannot be restored.
To watch the selected program, you must be subscribed to the desired package of channels (which includes the one from which the recording was made)
When transferring any channel from SD to HD quality, old recordings from it will be automatically deleted. Restoring them is impossible.

Q: Part of the film was not recorded on IP-TV. I tried to record a movie on the first channel. There is a "piece" of the old program on the recording, but the ending of the film is not there. How so?

A: The problem is that the recording starts exactly at the time specified in the program guide on the console (ie there is a certain source where the program comes from). Most likely, there were some changes in the broadcast in the stream (broadcast), which caused the live broadcast to shift. But since the prefix starts recording exactly according to the program, such a “glitch” turned out.

Q: Why did the programs that I recorded and transferred to the archive disappear?

A: Either this channel is no longer in the package (that is, it was excluded in principle), or you switched to another tariff where this channel does not appear. Transfers from the archive will be played only if you are still subscribed to this channel (it is included in the current tariff)

Problems with ordering movies and series

Q: When ordering any package or movie, IP-TV gives the message “Error 101. There are not enough funds. Top up the balance of your personal account. Is this possible if the funds of the service are withdrawn from me daily?

A: Yes, billing can prohibit ordering services if the amount on the balance is less than the cost of connecting the package. You need to deposit the required amount into your account.

Q: Movies from rentals that I ordered are not included. It seems to start loading (the loading wheel hangs), but after a while a black screen pops up and that's it.

A: This behavior of the set-top box indicates that you have problems at the network level, i.e. with the Internet - there are packet losses. To begin with, restart the router / modem / optical terminal. Try connecting the set-top box with a cable if it works via wi-fi. If over a twisted pair, try connecting another one. Check connection speed, check packet loss to Yandex or Rostelecom DNS (78.37.77.77). Make sure the internet is working properly.

Service blocking problem

Q: On the screen it gives an error "Service is blocked" and asks to contact support. No reason for blocking

A: A request came from the billing provider (from an external payment system) to block the service. Contact technical support - 8-800-1000-800. It is necessary to work with the billing system - they will definitely be able to determine the reason for the blocking

Problems with payment and purchases of channel packages

Q: What does the message "Error: payment service is temporarily unavailable" mean?

A: Temporary issue with ISP billing. You need to wait a while.

Q: When paying for IP-TV 2.0 through a bank card, the "Auto payment" service is automatically activated. How to turn it off if there is no desire for the funds to be debited automatically?

A: You can disable auto payment on some firmware implementations through "Service Management - Connected / Subscription". Otherwise, it may be disabled by your branch's remote and service support team. The operator of the contact center can switch to the right specialist (8-800-1000-800)

Q: Is it true that buying with bonuses only includes a 30-day period? Then I have to pay?

A: Yes, that's right. By activating the service for bonuses, you automatically agree that at the end of the 30-day period, real, Money, about which the interface of the set-top box will inform you when ordering. To prevent this, you should apply for disconnection yourself.

Q: My balance is not displayed on the console screen. The line "Your balance: -/-" is displayed

A: ISP billing problem - you need to wait a bit - usually such problems are resolved fairly quickly. You won't do anything on your end. If the balance is not displayed for more than a week, contact technical support at 8-800-1000-800.

Q: I can't activate the free package "Your Starter 2.0" (promo period 30 days). Only its paid version is connected.

A: Most likely, another subscriber already had the set-top box issued to you (if the equipment was used), then, perhaps, it was incorrectly “untied” from the old owner. It will help to replace the console with another one.

Q: When I try to connect a package or buy a movie on interactive TV 2.0, I get an error “An error occurred while subscribing to the service. Contact Support. Insufficient funds". The message appears when you select payment by bank card.

A: Error in provider billing. You should contact the technical support service - 8-800-1000-800

Q: Multiscreen does not work in the "Easy" package. It gives an error - "Package subscription required".

A: The multi-screen service is not available on the "Easy" tariff. If you want to use rewind, pause transmissions, etc., you will need to change the tariff

View Control Issues

Q: The error "View control is temporarily unavailable on this channel" appears on all/on a specific channel.

A: Probably, work is being done on the platform of the content provider. Keyword here is temporary. If the view control does not work on a particular channel, the nPVR (Permanent Recording) service is not yet working on that channel. Rostelecom will not be able to help here - this is done by the service aggregator.

Q: I want to connect "View Control" - the set-top box itself offers to connect the service on any channel. But when I try to connect through the services, it gives the message "The service is already connected"

A: Contact the technical support service - 8-800-1000-800. Billing system required

Q: IP TV 2.0. Rewind does not work on Channel One. View control not working

A: For Interactive TV 2.0 subscribers, rewind, pause, etc. are disabled on a number of channels, incl. and on the first.

Q: Not paused or paused on all channels. Throwing it live!

A: Check the settings of the set-top box, in the “My settings” category, the item “Save TV pause position”. It must be connected. If you have a pause on the view control, please note that the maximum period of “holding” the pause on the channel is 4 hours, after which the live broadcast will return

Q: When controlling the view, the picture freezes for about 5-6 seconds, then everything is fine again for a while. IN live there are no such problems on the same channels there is no such problem

A: Most likely the problem is of a network nature - the set-top box cannot request new content for more than 25 seconds (the set-top box has a buffer in case of network loss). Those. if freeze frames occur in the recording, then you need to check the quality of the connection, packet loss on the network, etc.

Problems with multiscreen and attachment of set-top box

The range of Rostelecom services, in addition to home internet, there is also digital television. The TV signal is delivered by fiber optic cable, which allows you to maintain high image quality, avoid picture and sound freezes and other interference. But, like any technique, devices for broadcasting TV can still fail from time to time. In this case, a problem message with an error code appears on the TV screen. Let's analyze what error code 13 means for a TV user from Rostelecom.

When does the crash occur?

Mistake #13 does not affect broadcasting in any way. It usually occurs in the following situations:

an attempt to disable one of the services by the user;
ordering content - a movie or series.

Naturally, after a failure message, it becomes impossible to disable the service or order a new movie for viewing. Just in the course of watching television, a failure cannot occur.

What does the error message mean?

The appearance of a problem with an unlucky number can be triggered by the following reasons:

there are not enough funds on the subscriber's balance to purchase content;
the system cannot find the service declared for deactivation;
the set-top box has failed.

Naturally, the inscriptions on the screen or in the accompanying documentation will be formulated a little more complicated, using specific terms. But their general meaning will remain exactly the same as indicated above.

How to fix the problem yourself?

Most often, on television from Rostelecom, error code 13 occurs precisely because of a lack of funds in the user's personal account. Negative balance can occur both due to an oversight of the subscriber, and in connection with a billing failure on the provider's groan. Therefore, the general algorithm of actions to resolve a problem that occurred when ordering content will be as follows:

checking the balance of the personal account;
replenishment of l / s in a user-friendly way;

If at some of the stages it was possible to get rid of the failure, the rest can be omitted. Let's analyze each of these steps in more detail.

Balance check

You can view the amount of money on your personal account of TV services in the following ways:

using the functions of the set-top box, through the "View Control" section;
in the web office on the RTK website;
via phone support.

Important! It should be remembered that television from Rostelecom should work until the subscriber goes into minus 1000 rubles. This threshold is officially set by the company for the convenience of users.

Refill

If during the check for l / s a negative balance was found, the balance must be replenished. To do this, it is most convenient to use the personal account of Rostelecom. Through it, you can deposit funds from bank cards and electronic wallets. The payment will be made instantly.

Other methods can give a delay in charging a monthly fee from a couple of hours to three days. All this time, error #13 will persist.

Hardware reboot

Perhaps everything is in order with the user's balance, but on the set-top box from Rostelecom, error 13 still occurs when trying to order services. This may be caused by a delay in updating billing information on the subscriber equipment. A clear sign is when personal account a certain amount appears on the personal account, and completely different balance numbers are displayed on the prefix. Rebooting the instruments will speed up the update process.

This process must be carried out in the following order:

turn off the TV;
disconnect the prefix from the mains;
turn off the power router (if any);
turn off the power of the terminal.

Next, wait 3-5 minutes, and then turn on all the devices in the reverse order. At the same time, each next device should be turned on only after the previous one is fully loaded (all the usual diodes on the panel will light up). After that, we again try to connect the desired content - everything should work.

Contacting Support

If all the previous operations did not help, the only thing left is to contact the telephone support service. The number 8-800-100-08-00 works around the clock, and no money is debited from the subscriber for a call.

After connecting, you need to tell the operator about the problem that has arisen, list all the actions that were performed to eliminate it. Perhaps the CC employee will ask the user to restart the devices again. This is normal, during the reboot process, the operator tests and updates the system.

Important! If even together with technical support it was not possible to eliminate the failure, an application for the help of specialists of higher qualification will be sent to the subscriber's address. In this case, it may take 1 to 3 business days to resolve the issue.

Failed to disable services

Error No. 13 can occur not only when ordering content, but also when disabling any of the services through a set-top box:

channel package;
additional customization options;
trial package, etc.

Here, the appearance of a problem is most often associated with an internal failure of the set-top box - the equipment cannot find the necessary parameter associated with the service assigned to be disabled.

What can be done in such a situation? It depends on the goals of the subscriber. If it is necessary to disable unnecessary options as soon as possible, the user can:

cancel them through a personal web account;
call customer support and ask to disable unnecessary.

If the client wants to deal with the problem first of all, we recommend that you reboot the equipment (how to do it correctly is described in the previous section). Usually the problem goes away after a reboot. If not, we call technical support or leave a message for specialists through the form on the Rostelecom website.

When using Rostelecom services, users often complain about numerous errors. Because of this, Internet access becomes impossible. It should be noted that in order to eliminate errors, it is not at all necessary to have knowledge of a system administrator. In this review, we will look at what is the most common error 651 on Rostelecom and tell you about how to fix it.

Error 651 occurs when trying to connect to the Internet from Rostelecom. The reasons for its occurrence are very different:

Technical work at the provider;
ISP billing errors;
Incorrect operation of subscriber equipment;
Failure in network settings;
Network equipment conflict on the computer.

In most cases, error 651 is resolved in a matter of minutes - just reboot the equipment or call technical support. There are more complex cases, which we will discuss in this review.

Troubleshooting error 651 when connecting via ADSL

There are still many subscribers connected using outdated ADSL technology. To connect to the network, they use ADSL modems that connect to the telephone network and to a computer. The connection itself can be configured both on the computer and in the modem itself (if it works in router mode). Let's try to consider the actions in both options.

Modem in modem mode

If you connect to the Internet by creating a PPPoE connection on your computer, check the status of the modem - it is possible that the modem has lost the ADSL signal from the telephone exchange. In this case, you need to look at the indicators and make sure that the modem sees the station signal - the desired indicator should be lit with a steady light. If this is not the case, restart the modem and check the correctness of its connection to the telephone network (you need to inspect the cable, splitters, twists, detachable connections).

After the reboot, we evaluate the presence of an ADSL signal and try to connect again. If error 651 did not disappear when connecting to the Internet from Rostelecom, we check the reliability of the connection between the modem and the computer using a cable - sometimes the error appears due to the lack of normal contact in the connectors. You also need to try restarting the computer itself, which often helps to get rid of the unfortunate error.

Modem in router mode

Is the connection configured on a modem that is operating in router mode? Then you need to go to its control panel, check the connection settings and try to restart the modem. If this does not help, we restore it to the factory settings and create the connection again - even if this does not help, then the modem can be excluded from the series of error causes.

Restarting the computer is the first action that the user must perform before trying other methods of getting rid of errors. It is also recommended to recreate the connection and disable unused network adapters.

If the modem sees a signal on the line, and the computer is checked and working, call Rostelecom technical support at 8-800-1000-800 (or 8-800-707-12-12 for OnLime subscribers). It is possible that the operator conducts some engineering works on the line or on your equipment, resulting in a connection error.

Fix error 651 when connecting via FTTB or GPON

If your home is connected to optical line, and a "twisted pair" cable enters your apartment, therefore, you are connected via high-speed FTTB technology. When error 651 appears, make sure:

In the correctness of the login and password in the connection;
In good condition of the router (if any);
In the absence of problems on the side of the provider.

If the cable enters the router, you need to make sure that the PPPoE connection is configured correctly in it - go to the router control panel and configure the connection in accordance with the instructions from the provider. You also need to make sure that the cable entering the apartment is connected to the WAN port, and not LAN (on new routers it is signed as "Internet").

Any network equipment should be rebooted when errors occur. For example, modem error 651 on Rostelecom requires a reboot of the modem - this is done through the modem control panel or more in a simple way, using the Reset button. If you don't know where the reset button is or how to enter the modem's control panel, just unplug it from the outlet and plug it back in.

The same applies to all other subscriber equipment. If error 651 appears when connecting to the Internet from Rostelecom, click on Reset or reconnect the power supply - with a high probability the error will be eliminated. We also restart the computer - the appearance of an error may be due to incorrect operation of network connections in the PC operating system.

If your PC is equipped with several network cards, disable unused cards - this is done through the "Device Manager". You can also use the disconnection of connections through the "Network and Sharing Center" or "Network and Internet Settings"

What to do if error 651 on Rostelecom does not disappear? If you have dealt with network connections, but this did not lead to the desired result, try cleaning the registry using the CCleaner program - it is often the perfect assistant to eliminate various errors.

As we have already said, the problem with the appearance of error 651 on Rostelecom may be caused by the lack of normal contact in network cable connecting the computer to the modem/router. In this case, you need to remove the cable from the connectors and wipe the contacts with alcohol or cologne. It is quite possible that the cable is physically damaged - in this case, it will need to be replaced.

Error 651 and antivirus/firewalls

Often, error 651 occurs after installing various software. Therefore, you need to remember, after which this annoying error began to appear. Often the problem manifests itself after installing antiviruses and firewalls (firewalls) - disable protection and re-establish a connection to the network.

If this helped, you need to figure out the settings of antivirus programs and firewalls - perhaps the programs are blocking some ports necessary to establish a connection.

In rare cases, error 651 occurs when there are failures in drivers network cards- in this case, you need to remove the driver through the "Device Manager" and install it again.