Error Code CS2512

mgenderka · 2020-10-19T19:48:04+00:00

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mgenderka

Dear All,

Since some time we get regular the stop of replays of Movies with Error Code CS2512.

This is a very instable situation and dissatisfying as this happen always in the middel of the movie.

Solution?

Daniele_Sunrise

@mgenderka , Welcome to the community!

We can see that a ticket has already been opened on 20.10.2020 by our support.

Have you ever tried to connect the UPC TV Box via LAN cable as a test and then restart it?

Greetings
Daniele

vstadelm

Daniele_Sunrise

We have the exact same problem. And it is getting worse. On average the playback stops every 5 to 10 minutes with error CS2512.

The UPC TV Box is connected via LAN, and I have tried restarting both the box and the modem but it did not help.

What should I try next?

Thank you

Daniele_Sunrise

vstadelm Welcome to the community!

We see that all the network load is on LAN 1. Do you have a GigaSwitch in use there? Could you please plug in the TV box once on LAN 3 or 4 and test it?

Greetings
Daniele

vstadelm

Daniele_Sunrise

Thank you for logging in and checking. There was our time capsule (wifi and backups) on the port 1, and the tv box was plugged in the time capsule. I have moved the time capsule to port 3, and left the tv box on port 1. Will give it a try tonight. Best regards

vstadelm

Dear Daniele_Sunrise, now that the TV Box is directly connected to the modem, the replays still do not work more than a few minutes but the errors are either “your tv is not connected to the internet” or “CS2212”. I have tried all the 4 ports on the model and it does not change anything.

What do you suggest next?

Thank you

Daniele_Sunrise

vstadelm I still see that the UPC TV box is connected on LAN 1. It is important that you check in the settings of the UPC TV box that it is connected via LAN and not via WIFI.

Greetings
Daniele

vstadelm

Daniele_Sunrise

Dear Daniele,

Yesterday I moved the Time Capsule to port 3 and left the TV on #1.

Now I moved the TV to port #1 and TimeCapsule to #3. Can you see a difference?
Best regards

Daniele_Sunrise

vstadelm We see the UPC TV Box connected on LAN3.

Can you please remove your Time Capsule device completely and test it without the device? The test is about the UPC TV Box being connected directly to the UPC modem with a LAN cable. Nothing should be connected in between.

Greetings
Daniele

vstadelm

Dear Daniele,

I have completely removed the Time Capsule for some times and it did not help at all. Now the time capsule and the upc tv box are on two separate LAN ports but it is still almost impossible to watch a replay without interruptions every 2-5 minutes at best.

Tried reboot the upc modem, the tv box, checked all connections. Nothing helped.

Can you do anything or pass the case to a technician who can call us?
Thank you

Daniele_Sunrise

vstadelm Would it be okay for you if I initiate a replacement of your modem?

Greetings
Daniele

vstadelm

Daniele_Sunrise

Hello Daniele,

thank you. Yes that would be great.

Best regards

Daniele_Sunrise

vstadelm We have just initiated a replacement of your modem. You will receive the new modem in the next few days. Please replace all cables and the power supply with the new ones in the package. Please contact us again afterwards if the cause is still present.

Greetings
Daniele

vstadelm

Thank you very much!

vstadelm

Dear Daniele,

we have received the new modem. Thank you it was fast!

Internet works fine for all our devices, but the TV box still has a connection problem. As soon as we use anything other than the live TV an error shows up.

I ran the diagnostics tool, and it shows the instability (please watch the video completely):

img-0314mov.mov

12MB

I connected my computer to the cable where the UPC box is connected and ran a ping:

So maybe it is the TV Box that has a problem?

Thank you for your help.

Vincent

vstadelm

I have connected to the new modem with connectapp.

When the UPC box is not on the network, everything is fine. As soon as it is connected I get this error:

If it is possible, I would love to either have another TV box to try, or have someone come and fix it.

Best regards,

Vincent

Daniele_Sunrise

vstadelm Can you please tell us on which LAN port on your modem the UPC TV Box is plugged in? is there anything else in between like the Time Capsule from Apple? Is the LAN cable still in order or possibly defective?

Greetings
Daniele

vstadelm

The UPC TV Box is on LAN 1.

Tonight I ran another ping test from a Mac connected directly to the modem via LAN.

The connection is not stable at all. I tested upc.ch & google’s DNS services. In both cases we lose about 10-15% of the packets.

upc.ch:

google DNS services:

Can you organize a technician to visit us ASAP? We are seriously considering switching provider at this point.

Thank you

Daniele_Sunrise

vstadelm A technician has already been called out for today. Can you please give us feedback if leveling the downstream signal helped?

Greetings
Daniele

vstadelm

Dear Daniele,

the technician yesterday checked everything within our system again (another one already did on Friday). He tried changing the modem, the signal amplifier, the LAN cables, and finally admitted that the problem was probably coming from outside our house, probably another router or signal amplifier for the street.

But since then, no update and the problem is still the same.

Best regards

Daniele_Sunrise

vstadelm Gladly I translate you what the technician found and how to proceed:

“Hva amplifier 20s runs like 14s Rw levelled. Customer has ping problems interruptions. Lan connection living room at Eos has repeatedly interruptions with laptop but not. At Süs directly measurements lead through. Needs new appointment greater effort.”

A follow-up job will now be created, where our technicians will have to find the source of the error further back in the network. However, I can’t tell you when the follow-up job will take place. Please check back in on Thursday so I can request an update internally.

Greetings
Daniele

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