New box has exact same faults as old one - endless crashes

[landsbanki]

We just got a replacement Youview box as our old one was crashing 2-3 times a week meaning we couldn't keep any recordings and had to endlessly sign in to the Apps. We just got a new box and it's crashed twice in the first three days. Unfortunately, it seems that Youview boxes are now unusably unstable. Are other people finding the same problem? I can't see us remianing with BT much longer as I seem to spend more time trying to fix the box than watching TV. 

[gomezz]

TBH I would be suspicious of the power supply. Did you use the power brick that came with the new box or just use the old one? Any other signs of power problems from that same power socket? I would suggest plugging the box directly into the wall using a different socket with no multi-socket power strip.

[zulu17]

Hi @landsbanki 

Which Tv box do you have.

BT Tv  Box Pro (RTIW287)

BT TV 4K Recordable box (DTR4000)

BT TV Recordable Box (DTR2100)

This page

https://www.bt.com/help/tv/fix-a-problem/tv-boxes/how-do-i-reset-my-bt-tv-box-

has pictures of the boxes.

Also using the  box Home page and Settings there is a Device Information  option that will list the box model.

Alternatively  when in the Help app   press i(nfo) button an d "About your Youview Box" will appear.

Now you mention crashes - can you expand on what actually happens  eg freezing , blank screen , box restarts itself etc.

Also when your box was replaced were the power supply /lead and any other cables replaced .

[landsbanki]

BT TV 4K Recordable box (DTR4000)

It either  gets stuck on the loading screen on we find it in maintenance mode. It always happens overnight never during the day. About a 50:50 chance of an issue each morning at the moment. We've only had the current 3 days and it's crashed overnight twice already. The previous box was crashing 3-4 times a week. 

[Midnight_Voice]

@landsbanki 

Im with @gomezz on this, except that if the ‘direct wall plug’ doesn’t work, then try a  multi-way power strip, but make it one of those surge protector types, that clean up dirty mains.

[landsbanki]

It's already plugged into a surge protector strip. How would this explain the consistent pattern of it happening at night and why it hangs on the loading screen? It feels like BT send boxes some sort of overnight update of death!

[gomezz]

You still haven't said if you are using the power block that came with the replacement box or still using the old one?

[landsbanki]

New power block

[Midnight_Voice]

@landsbanki @gomezz @zulu17 

A common issue with YouView boxes on the YouView Community, when it existed, was ‘haunted house syndrome’, whereby users with misbehaving boxes would get a new box, which would then exhibit the same pattern of idiosyncratic misbehaviour.

Tuning issues would often eventually be diagnosed as down to the location having transmitter issues or clashes; but there was a whole class of problems that seemed to be down, simply, to the environment the box was in. Mains, something in the air, or goblins in the attic? We never knew 😢

[zulu17]

@landsbanki  going off memory (as Youview have closed their community and discarded 10 years of knowledge) I think that the initial Youview screen will be from the box chip which then would attempt to get the system off the box hard disc drive. What you describe as experiencing is that a system image is not loading off the HDD - that could be down for example to the HDD itself, or power supply issues - which is one reason others are pointing at potential  power issues.

As for why Youview boxes wakeup the middle of the night there might be valid reasons particularly if there are updates being scheduled.