| APPS-04035 |
“Sorry, we're having some trouble. This app is not available right now. Please try back again in a little while.” |
Restart your Rogers Xfinity set-up box and try opening the app again. |
| APPS-04036 |
“Sorry, we’re having trouble with this app. Try restarting your TV Box then open the app again. If you’re still having issues, give it some time and try again later.” |
Restart your Rogers Xfinity set-up box and try opening the app again. |
| APPS 04154 |
"Let's try that again. Sorry, that didn't work as planned. Please exit the app and open it again from the Apps menu." |
Restart your Rogers Xfinity set-up box and try opening the app again. |
| APP04243 |
“Sorry, we ran into some trouble. Please close the app and then re-open from the Apps menu. If the problem persists, try restarting your set-top box.” |
Restart your Rogers Xfinity set-up box and try opening the app again. |
| Error 12 |
"Device activation has failed due to error: 012." |
Log in to your MyRogers account and refresh your Rogers Xfinity set-top box(es). Unplug your set-top box(es) then plug them back in. |
| NW-2-5 (Netflix Only) |
“Couldn’t connect to Netflix. Please try again or restart your home network and streaming device. For more information, visit Netflix.com/nethelp. Code: nw-2-5.” |
This error can happen if you’ve bridged your Rogers Xfinity and Rogers 5G Home Internet Gateways to use an eero or third-party WiFi solution.
- Make sure your Rogers Xfinity and Rogers 5G Home Internet Gateways and eero or third-party solution are configured to use the same WiFi network name and password.
- Turn WiFi off instead of bridging the Rogers Xfinity and Rogers 5G Home Internet Gateways, and then put your eero or third-party solution into access point (AP) or bridged mode so devices get IP addresses from the Rogers Xfinity and Rogers 5G Home Internet Gateways.
|
| RDK-03005 |
"Sorry, we're having some trouble. We've run into a problem that may be fixed by restarting your set-top box. Please wait a few minutes then press OK to restart." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| RDK-03060 |
“Unfortunately, this isn’t working. Make sure your HDMI cable is connected to a HDCP-capable device. Or, if your set-top box has a component video connection, you can use a component cable to connect to your TV.” |
You may see this error code if you’ve connected your Rogers Xfinity set-top box to an audio device (like a receiver) or other equipment that’s connected to your TV. Try the following troubleshooting methods:
- Restart your Rogers Xfinity set-top box and your TV.
- Make sure your set-top box is directly connected to your TV and not through your audio device or other equipment.
- If directly connecting your set-top box to your TV causes the error to go away, the device it was connected to before is likely incompatible with the latest version of HDCP. Contact the manufacturer of that device to see if there are any updates available to help resolve the issue. If not, it will need to remain disconnected, or you can try connecting it to your system using this method.
- Check the side of your HDMI cable to make sure it’s labeled Ultra High Speed. You may experience issues when using older cables – cables labeled Standard should not be used.
- Check if your TV’s manufacturer has any firmware or software updates available. This will ensure you have the latest version of HDCP available for that device installed.
- If you have a 4K UHD TV, the HDMI port may be set to HDMI 1.4 by default. Check your TV manufacturer’s support site for instructions on how to enable HDMI 2.0a and the latest version of HDCP for your TV. This is the preferred configuration for set-top boxes.
|
| RDK-03117 |
“Please give us a minute... There seems to be a connection issue here. Sorry about that. We'll try and resolve the issue on our side. In the meantime, please check that your Gateway connection is tightly secured. If the problem persists, try restarting your Gateway.” |
You can follow the on-screen instructions, or try the following troubleshooting methods in sequence:
- Check that your internet is currently working. If it’s not, try troubleshooting your Rogers Xfinity or Rogers 5 Home Interenet Gateway.
- Check the Rogers Xfinity app to confirm you haven’t accidentally disabled the Rogers Xfinity set-top box by pausing the profile it’s connected to. If this the case, unpause the profile and move your Rogers Xfinity set-top box to your Household profile to avoid this issue in the future.
- If your Rogers Xfinity or 5G Home Internet Gateway is in a different room than your Rogers Xfinity set-up box and TV, try moving them closer to each other.
|
| XRE-00002 |
"Unable to connect to TV.” |
Ensure the cables are tightly secured and unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-00017 |
“Unable to connect to service. Please ensure the cable connections are tightly secured. Next, unplug from electrical outlet, wait 10 seconds, and plug back in to restart.” |
Log in to your MyRogers account and refresh your Rogers Xfinity set-top box(es). Unplug your Rogers Xfinity Entertainment Box(es) then plug them back in.
|
| XRE-00080 |
“Unable to connect to On Demand. Please ensure the cable connections are tightly secured. Next, unplug from electrical outlet, wait 10 seconds, and plug back in to restart. Then, retry your selection.” |
Log in to your MyRogers account and refresh your Rogers Xfinity set-top box(es). Unplug your Rogers Xfinity Entertainment Box(es) then plug them back in. |
| XRE-00088 |
"Sorry, we’re having some trouble. We’ve run into a problem that may be fixed by restarting your set-top box. Please wait a few minutes then press ok to restart." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-00132 |
“Unable to play this recording. This may be a temporary issue, so please try again later.” |
Rewind and play back the recording to see if it fails at the same spot. |
| XRE-03045 |
"Check Connection. In order to watch on this TV, your Hub set-top box must be powered on. Please check that it's plugged in and working." |
Ensure the cables are tightly secured and unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-03047 |
"Let's try that again. We’re unable to tune to channel (Channel Name) at this time. Please wait a few minutes and try again." |
Select another channel and try again later. Alternatively, unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-03061 and XRE-03063 |
"Check Connection. In order to watch on this TV, your Hub set-top box must be powered on. Please check that it's plugged in and working." |
Select another channel and try again later. Alternatively, unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-03062, XRE-03121, XRE-03044, XRE-03056, XRE-03059, XRE-10007, XRE-00021, XRE-03097 |
Varied tuning errors |
Select another channel and try again later. Alternatively, unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-06004 |
"Something's not quite right. Sorry, we're having trouble with your request. Please give us a few minutes and try again." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-06014 |
"Sorry, we ran into a problem. This recording isn't available right now. Please try again later." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-06034 |
"Let's try that again. Sorry, we weren't able to delete your recordings. If you continue to have trouble, restart your set-top box then try deleting again." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-07004 and XRE-07006 |
"Sorry, we're having some trouble. This program is not available to watch at the moment. Please try again in a few minutes." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-07007 |
"Unfortunately, this program isn't available right now. Check back soon as our programming is updated frequently." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-08004 |
"Cool Down Warning. Your TV Box needs to cool down. Please clear space around the TV Box for better ventilation. If the temperature continues to rise, your TV Box will automatically go into standby mode." |
Unplug your set-top box from the electrical outlet. Wait for it to cool down. Clear space around your TV box for better ventilation and make sure to clear any dust or debris from the TV box. Once cooled, you can plug the set-top box back in. |
| XRE-08006 |
"Something's not quite right. Let's try restarting your TV Box, which can often fix common issues." |
Unplug your set-top box from the electrical outlet. Wait 10 seconds, then plug it back in to restart. |
| XRE-09013 |
"Your remote is not paired with the set- top box. Press Setup until the red LED changes to green, then press Rogers." |
Pair your remote to your TV. |
| XRE-09015 |
"Would you like to use your remote to control your TV? Your remote isn’t set up for control of power, volume, or input. Press Set Up Now to control your TV or audio device." |
Pair your remote to your TV. |
| XRE-09016 and XRE-09017 |
"Let's try that again. Sorry, we had some trouble with remote setup." |
Pair your remote to your TV. |
