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Unable to log in to Horizon box (since recent update?): blank screen and/or internal server error

Hi, I wonder if anyone else is seeing this problem… my Horizon box was updated as advised sometime between 29 and 31 March. I have not really seen much of a difference in the TV menus to be honest, but that is not my question. Today I tried to log in to the Horizon box as I have done countless times before.. local network address 192.168.192.1 and I get the standard login screen but after logging in I get a blank screen. One time in ten I got an Internal Server Error 500 message… and this is after trying from three different devices. I have completely power cycled the Horizon box and I continue to get the same result.

Any advice please? UPC and I are already not on good terms so this is a particularly unwelcome development.

many thanks

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Thanks @Dr_Zoidberg, I will bear it in mind, though for now the box is stable. When I could not log in I just power cycled the box while in standby to reboot. A hard reset from time to time doesn’t hurt, even in what I presume is am embedded Linux box.

    The recent upgrade could be likely the cause for this, but the TV part of the software is independent from the router part.

    Unfortunately the box has no reset button for the router part. You have to call up tech support to perform this. Don’t let them swap your box for this reason. Just tell them you’ve lost your password for the user interface. 

    cheers,

    Thanks for the suggestion…. in fact the box came up correctly after further rebooting and without any changes on the browser side. For your information four different clients: Microsoft Edge and Google Chrome on the same instance of Windows 10, Safari on IOS and also on MacOS El Capitein. Behaviour was consistent across all platforms - generally the correct login screen followed by a completely blank browser window (with zero source HTML content) or the occasional variant of Server Error 500.

    I did also confirm the first time around via TV menus that the box had already been updated and rebooted. I was trying to log in to change a 2.4 GHz wifi channel setting to reduce interference from external networks - despite the choice being set to automatic it had very cheerfully set the default channel to 6 on which at least two of my neighbours’ networks are also broadcasting.

    Hello @jbn,

    which browser are you using? Have you cleared the cache before retrying? 

    Cheers,

    Hi @jbn,

    For the time being, you need to back out all the way. Based on the feedback we received so far, the possibility to exit with a single button press should be fixed with the next update. We keep you posted!

    Cheers,

    Frida

    Hi Frida, thank you for the information; actually it is a pity that the menu cannot close automatically any more - but is there a single button press to exit the menu from any level or is it always necessary to back out all the way?

    Hi @jbn

    Sorry to hear you had some trouble logging in to Horizon Box but glad to hear it works now. Without further details it’s hard to say what the cause may be. Should you encounter this issue again, please contact our Hotline for immediate support.

    The latest Horizon software release mainly offers some enhancement in the customer experience like improved rewinding/fast-forwarding functions.

    Wishing you a nice day.

    Cheers,

    Frida

    Multiple reboots have cured the problem… though I am still wondering what the update has really brought.

    7 years later