Troubleshooting – Signal Issues
What could cause a failure or interruption to your DStv reception?
What could cause a failure or interruption to your DStv reception?
Quality of picture and sound
MultiChoice has operates a 24-hour monitoring room which tracks the channel signals on all satellites. Should you have any problems relating to the broadcast, they should be infrequent and quickly resolved.
MultiChoice recommends that only 90cm dishes are used within the footprints from the IS-7 (Formerly PAS 7), W4 and SESAT satellites. Any dish smaller than this will cause failures or interruptions to your television signal. In areas that experience seasonal bad weather, sometimes a larger dish size (120 cm+) is recommended.
For best results please ensure you use an accredited MultiChoice installerto connect you DStv. An updated list of accredited installers can be obtained from your nearest MultiChoice office or in the Agents and Installers section of this site.
Frequent power failures are experienced in some countries. We recommend you use a surge protector to protect against decoder box failures.
A power surge, or transient voltage, is a sudden increase in voltage, which is significantly above the designated level in an electrical circuit. In most countries, the main power supply operates at 220V. This voltage is available in normal households and offices.
Under normal conditions i.e., in the absence of an electrical failure, this voltage produces a nominal current which operates electronic devices. If this voltage rises above the values tolerated by the devices connected to it, there may be damage caused by the excess current. A surge protector absorbs the excess current generated in such cases, and thus avoids damages to electronic devices. For this reason, MultiChoice recommends the use of surge protectors to protect decoders’ and avoid damage.
Ensure that your satellite dish is clean as the accumulation of dust and dirt on the dish will negatively affect your signal.
During certain times in the year, the satellite communication industry around the world experiences transmission disruptions. This occurs when the sun crosses the equator and traces an arc that places it directly behind Geostationary satellites. This phenomenon is known as a solar or sun outage and will last several minutes each day during the season and will last longer, the smaller the antenna involved satellite dish is in use.
The event may occur for several days both before and after the peak day, at roughly the same time each day.
Rain fade (temporary loss of signal) usually only occurs in during very heavy rain and bad weather and should only last for a few seconds. We estimate that only about 0.1% of annual viewing time is lost as a result of rain interference, which affects all satellite systems worldwide. You should not experience any problems with your signal if the sky is overcast of or if there is drizzle or normal rainfall.
If you experience rain fade for longer than 1 to 2 seconds, you may have an installation problem. It is preferable to contact a MultiChoice Accredited Installer to check any installation related problem – you may, however, check the following yourself:
- The position of your dish. to check that your dish is firmly anchored and has not been disturbed / moved in the bad weather. Contact an installer to rectify the problem.
- The GT number on your Low Noise Block Down-Converter (the LNB is the small box on the arm of your satellite dish). The GT number should be 17 or higher to guarantee good reception. Adjustment of the GT number may only be performed by an accredited installer.
- It is important to bear in mind that the signal can also be affected by adverse local weather conditions in the location from which the signal is broadcast. For example bad weather in Randburg (South Africa) or Spain, from where we uplink (broadcast the signal to the satellite), may affect the clarity of the signal.
Troubleshooting – Error Codes
Below is a list of all our error codes.
E04 – Please insert Smartcard
Your smartcard might have been inserted incorrectly or in the incorrect slot. Remove the Smartcard, wipe with a soft dry cloth and re-insert. If message re-appears, reboot. If problem persists then the decoder and/or the Smartcard might be damaged and must be tested.
E05 – Unknown Card
The incorrect Smartcard is inserted or the Smartcard might have been inserted incorrectly or has collected dust. Remove the Smartcard, ensure that it is free of dust and re-insert it with the chip facing downwards and the arrows facing the decoder. Reboot the decoder.
E07 – Checking Smartcard
The decoder is checking the Smartcard. If the message is still displayed after 30 seconds remove the Smartcard, wait for the error code and re-insert the Smartcard. If
E07 reappears, reboot your decoder. If E07 reappears, the decoder/Smartcard might be damaged and should be brought in for testing.
E08 – CA Module failure
The Control Access module is malfunctioning. Please have your decoder tested.
E14 – Service is Currently Scrambled
Transmission might be temporarily suspended. Tune to another channel and back again. If the message re-appears, re-boot your decoder. If the E14 message re-appears again, contact your nearest MultiChoice Contact Centre.
The code E37 error appears on all the channels.
Your decoder might be in the incorrect bouquet selection. Press the TV button on the remote control, scroll up to ‘DStv bouquet’ and press the OK button.
E16 – Service is currently scrambled
Transmission might be temporarily suspended. Check that there are no outstanding payments on your account. The service needs to be reset from by MultiChoice. Call your local MultiChoice Contact Centre
E17 – Service is currently scrambled
Transmission has been scrambled. Re-boot your decoder. If the error code re-appears call your local MultiChoice Contact Centre .
E18 – Unknown Smartcard
The incorrect Smartcard is inserted or the Smartcard might have been inserted incorrectly or has collected dust. Remove the Smartcard, ensure that it is free of dust and re-insert it with the chip facing downwards and the arrows facing the decoder. Re-boot the decoder.
E19 – Service is currently Scrambled
Your subscription might have expired. Please call your nearest MultiChoice Contact Centre.
E30 – Service is currently scrambled
Transmission might be temporarily suspended. Check that there are no outstanding payments on your account. The service needs to be re-set fromby MultiChoice. Call you local MultiChoice Contact Centre.
E32 – Service is currently scrambled
Your Smartcard is not switched on or activated. Check that there are no outstanding payments on your account. The service needs to be reset from MultiChoice. Call you local MultiChoice Contact Centre.
E34 – Service is currently scrambled
The signal is not being received. Tune to another channel and back again. If the problem persists, re-boot the decoder.
E35 – Service is currently scrambled
Temporary failure in receiving transmission .Tune to another channel and back again. If the problem persists, re-boot your decoder.
E37 – Service XX is reserved for future use
There is no service running on the selected channel number. An incorrect channel number was entered. Re-enter the required channel number.
E38 – Service is not currently running
The service is not running. Consult the TV Guide Dish or TV Guide for running hours of this service.
This service might be reserved for future use. If the error appears often, re-boot the decoder. If the problem persists, your decoder might be faulty and should be tested.
E39 – Locating Service
The decoder is trying to locate the service. Wait a couple of seconds until the service is located.
E42 – Parental Control Lock
The service/event has been blocked by parental control. Enter your PIN to cancel the parental control block or call your nearest MultiChoice Contact Centre if you have forgotten your PIN.
E45 – Searching for signal at XXXX MHz
The satellite dish is not receiving a signal. This might be caused by bad weather – either where you live or where the signal originates from (Randburg, UK etc). Your installation may, however, might need checking if the message persists.
Mobile Phone Tips
If you are a DStv subscriber and you receive the E16 error message on your TV even after you have paid your DStv subscription; you need not panic. Simply follow the steps below using your mobile phone to reset your decoder.
- To clear an E16 error message after your account has reconnected, text RA and the first 10 digits of your smartcard to 08036393788
- To retrieve your smartcard number text SC to 08036393788
- To retrieve your Account Balance text BAL to 08036393788
- To retrieve your due date text DD to 08036393788
To use the self help option using your mobile phone, please ensure that your mobile number is registered on our system.
To register your mobile phone number, send an email to: firstname.lastname@example.org or call the call centre numbers: 01-2703232, 08039003788 with the mobile number(s) you wish to use and it will be registered.