Freesat Arris box hardrive error

pete147

Hi I have one one the new Arris boxes for last last 2 years. It started to give trouble and dropped all recordings. It recently started to display a message asking for the hard drive to be restarted to correct the errors. After restarting the same message is displayed again. I have tried to reset the box and unfortunately the message eventually appears again. Has anyone experience similar and been able to fix the box? Is a replacement hard drive the only solution? Nether freesat or the online seller will repair it unfortunately. I was thinking of replacing it myself although it seems to need a security hex to open it. Any advice appreciated.

Thanks!

RDC18

Exact same happening on my Arris box from only a couple of days ago too. Think it’s an update error maybe and nothing wrong with the hard drive. I did a factory reset this evening. Hopefully no error tomorrow but I did lose all my recordings. Edit. My box is a couple of years old too.

RDC18

Instead of clicking on the reboot option, I think I was able to skip it by just hitting the back or exit button. Then I got into the main menu and chose factory reset from the system settings menu on the box. Seems to be working okay but will know tomorrow after it’s been on standby for a while if the error has cleared.

pete147

thanks RDC18 I appreciate you taking the time to reply. For me I cant seem to use the back button to get out of the reboot screen. Clicking it does not do anything in my case. What I have tried to do is quickly trigger the factory reset and hope that will mean I can continue on but so far no luck. Im running out out options unfortunately. i do like the box when it was working but to be honest it has had so many minor software issues I couldnt really recommend it at all as I think it could be a a waste of a couple of hundred pounds/euro.

pete147

Let me know how it goes for you. Finders crossed it will work for you!

RDC18

Factory reset seemed to have worked. No warnings today, everything running fine.

pete147

good to hear. Ill keep trying mine but it looks like a new HD might be the only way to get the box going again for me

Sultan of Bling

https://www.boards.ie/discussion/comment/119696444#Comment_119696444

Did you manage to get this fixed?

Same thing has happened to me, box 2 years old also.

Tried turning it off and on and also a factory reset.

No joy.

RDC18

Just an update on mine. As I said a short while back, Factory reset worked perfectly and everything was fine, but two weeks ago the box won’t power up anymore. Lucky I still have an old Humax receiver but the picture is crap compared to the arris box. Can’t believe the humax box still works though, it must be between 5 and 7 years old by now but I think it’s just too out of date.

Power supply on the arris seems to be fine but the box isn’t getting any power. I might break it open and see if there are any visible fuses that can be replaced. If not, I think I would need professional repair but not sure if it’s worth fixing these boxes? It was pretty buggy since launch.

RDC18

Update. Nearly impossible to open these up they have security torx screws. Just looked at prices for a replacement and they’re eur 250 for the 500gb. I think I’ll try get one repair and if it goes again I’ll bin it.

NIMAN

I bought one of those boxes 2nd hand about a year ago, worked fine up until about 3 weeks or so ago.

Got the same message as you were all getting. Offered option to reboot box each time which seemed to solve it.

Over Xmas I disconnected everything around the TV to clean and dust. Reconnected box and since I had no recordings on it anyway, did a full reset and start from scratch, full retune.

Haven't had the error message since. Fingers crossed.

Also have an old Humax Foxsat 320gb, which must be 15yr old which is working fine. Don't want to have to reconnect it due to its size.

RDC18

Thanks. I’ll try and get mine repaired and let everyone know the outcome.

NIMAN

Mine behaved for a week or so, then started giving the error again. Looks like it's time to change out the HDD, see if they helps.

Just FYI, I had reason to be up and sitting in front of the box during the night, and it seemed to randomly go from standby to power on, back to standby a few times over the space of an hour or so. Not sure if it was doing updates or was related to the faulty drive?

NIMAN

So an update, well kinda an update.

Found an old hdd lying in a drawer, changed it out and it was worse. Gave error every time. Even after box reboot, still same. Now I have a feeling that hdd was lying in the back of a drawer for a reason, that I had issues with it years ago. So now not sure it's a good test.

Only option now is to go out and buy a new 2.5" hdd and hopefully a new one should be trouble free. If that was bad, then there's something else a miss with the box.

Spn744

I had the same issue last week (maybe a software update was due to the increases in this issue) fortunately the disk repair option worked for me after multiple attempts but such a strange thing, hasn’t come up since. Repair seems possible if it does.

source - https://www.avforums.com/threads/arris-freesat-4k-uhd-hard-drive-is-offline.2396355/

NIMAN

Problem with mine is that it appears to be hit and miss.

When i select the option to REBOOT BOX , the error might stay away for 48hrs or so, but of late it seems to always come back. I tried recording a film off bbc the other night and it recorded fine. Error currently not showing but expect it to rear its head again soon.

Due to this I have ordered a spare hdd off cex, and will try this too when it arrives to see if I still get it. If I do, then that's the same error with 3 different hdds, so might point to it being a software big rather than the hdds themselves.

NIMAN

And just another update on this!

My Arris box was working OK for about a week, powering on without the error.

However today it once again appeared. So I swapped out the original drive for the spare I bought in CEX. Powered it up, and voila, same error again. That's now 3 different hdds I have tried in it. Surely I can't have 3 faulty drives, so I'm putting this error down to the freesat box, and assume it is here to stay.

Pity.

andy1249

The humax 1000s and 1100s both had hard drive problems as described above , the problem not actually being the hard drive but part of the hard drive controller circuitry on the mainboard.

Humax lost the contract for the Freesat boxes to Arris , seems they have inherited some problems also.

After my 1000s died , and getting quotes for repair that were more than 75% the cost of a new box , I switched to Enigma 2 boxes

They are far more reliable.

NIMAN

Looks like I either have to live with this recurring error, or put my old Foxsat HDR back in place, which never missed a beat.

Spn744

Getting this issue again today. Went away for 3 weeks but now rearing it’s ugly head.

Has anyone successfully replaced the hard drive?

Can’t select “delete recordings only” or “ignore” only “reboot box” works but comes back with this message. Back button doesn’t work.

Annoying software flaw that I can’t watch tv without recording in the meantime!

swoofer

Out of interest have you updated the software in box? These boxes are iffy since day one. If you are handy you should change to a Zgemma H7s or an AXHD61.

Spn744

https://www.boards.ie/discussion/comment/120137790#Comment_120137790

It’s always been connected to Wi-Fi so automatic updates may have taken place but I’ve never manually updated. Seems to be a very common problem online which is bad form on a 2 year old box costing over €200. What’s the Zgemma or AXHD61 like? Would it be as user friendly for the rest of the family like the Freesat box is? Thanks

NIMAN

https://www.boards.ie/discussion/comment/120137683#Comment_120137683

Changing hdd isn't the issue, if you read my posts on this thread, you'll see I have tried 3 different hdd and all giving same error.

Also software is up to date. As stated, this is automatic anyway.

So it appears its a software bug. One that we are stuck with. I tried to find a manufacturer email address to ask them what I could do, but are Arris actually a company? Can't find any contact details for them.

NIMAN

I have just emailed Freesat themselves to see if they know about this issue, or to see if they care at all.

Not holding out much hope.

Sultan of Bling

https://www.boards.ie/discussion/comment/120139971#Comment_120139971

Oh they know all right, the f***ers but you'll get the usual out of warranty line.

Spn744

https://www.boards.ie/discussion/comment/120139971#Comment_120139971

I’ve emailed them as well, some success with hard drive swap on other UK based forms but didn’t want to go to the hassle if it doesn’t work. Their website states it’s only a 12 month warranty so I’m saying mines within that even though it isn’t. Surely if it’s a manufacturing fault the 12 month warranty is extended as this is a common issue across numerous users. Will post back here when I hear back.

Did your box allow you to select “delete all recordings” or “ignore” ? The only option that would work when selected was “reboot box”

Spn744

https://www.boards.ie/discussion/comment/120140378#Comment_120140378

I’m saying mines from Argos UK and if they try any warranty bull I’ll photoshop a receipt. Not letting them away with it, if it was £50 it’s one thing but a £200 box should have a higher level of quality and at least 5 years of function.

Warranty in the EU is 2 years on electrical items but I guess brexit is their 1 year loop hole.

dermo2014

Is it possible to down grade the software to the previous one and turn off auto updates ?

My Foxsat HDR is still running with no issues - fingers crossed 🤞.

NIMAN

https://www.boards.ie/discussion/comment/120140549#Comment_120140549

Don't know how you'd roll back the version.

NIMAN

https://www.boards.ie/discussion/comment/120140521#Comment_120140521

I get all those 3 options, but to he honest I have only ever selected the REBOOT BOX or IGNORE option.

I have no recordings on my box do can't select that option.

Spn744

https://www.boards.ie/discussion/comment/120140686#Comment_120140686

Thanks, hopefully we get a replacement from emailing them! Will keep you updated and if you could do the same.

muffinhead

https://www.boards.ie/discussion/comment/120140530#Comment_120140530

In the UK you have up to 6 years to claim under the Consumer Rights Act 2015 if you can prove the item was inherently faulty. Under this legislation you'd be entitled to either a repair, replacement or (partial) refund, depending on the age of the item.

I successfully made a claim from a UK retailer for an electrical product that became faulty after 4 years of owning it by quoting this legislation.

dxhound2005

The 6 years is there for somone one who wants to use the courts if the trader does not play ball. The normal limit is 6 months, and the legislation assumes that the fault was not inherent if not reported before then.

In your case did the retailer ask for proof and accept it, or just gave a goodwill gesture?

NIMAN

Very few people would still have a receipt after so long.

muffinhead

https://www.boards.ie/discussion/comment/120142603#Comment_120142603

Initially the retailer asked me to obtain an independent report confirming the fault was not from misuse. However the manufacturer had issued a statement acknowledging that a number of customers had experienced the same fault so I sent a copy of this to the retailer which they accepted instead.

NIMAN

Emailed Freesat over weekend, got this reply today:

Thank you for contacting Freesat with your enquiry.

 You would of needed to run a full factory reset in attempt to clear the hard drive and rectify the issue. As you have dissembled the unit to repair it yourself we cannot offer any assistance on the matter as this automatically makes the unit void.

 I apologise we could not be of more help on this occasion.

I replied to say I have done the full factory reset several times, to no avail, hence the reason for me changing out the hdd. I got this reply:

Thank you for contacting Freesat with your enquiry.

 I cannot offer anymore assistance on the matter. I would recommend purchasing a new unit if you'd prefer.

That's me stuck with this annoying yoke .

Spn744

https://www.boards.ie/discussion/comment/120146814#Comment_120146814

I emailed but I’ve never opened the box and they’re sending a returns label via email. Don’t think they’ll do a return when they open it and see it’s an older box but fingers crossed.

Did you break a seal when opening the box? You could email from a different address and name such a partner or family member and just crack on daft that you’re unfamiliar with technology and you never opened it and wouldn’t even know how if prompted when they have the box.

Spn744

A guide to restore that Freesat emailed, it didn’t work for me but worth a shot for others.

“This sounds like there may be a hard drive fault here. To try to cure this and clear the hard drive, please first try a full factory reset via the mains. Just to make you aware that this reset will delete any recordings made.

 

To factory reset, just unplug the box from the mains. Then hold the power button on the top of the box down for 30 seconds. Once the 30 seconds is up, put the power back in whilst still holding the button down until you see the light on the box go from flashing blue to flashing red. You can then let go of the button and the box will reset itself.

 

Or you can factory reset via the settings. Just go to Home > Settings > System Settings > Box Reset > Factory Reset.”

My box reset but the message popped up again.

NIMAN

Yeah I am kinda resigned to just getting the message intermittently.

Spn744

https://www.boards.ie/discussion/comment/120147481#Comment_120147481

The box will eventually die. Same thing happened to me with coming and going but eventually it wouldn’t go away!

phixer

Hi, I had this problem. I factory reset several times and each time it worked correctly for 24 hours. I was about to bin it when i realised that each time it failed it had automatically switched itself off during the night. In settings you can switch this OFF. I switched the auto shutdown off a month ago and the box is permanently ON blue light lit and the fault has not re-occurred. It seems this fault is connected to switch off switch on. Hope this helps.

NIMAN

Worth a try.

Although I'd always prefer to shut the box into standby when not in use.

The idea of running a box permanently on just doesn't sit right.

So it would appear the act of putting it in standby is the issue?

walshtipp

I also had this problem some time back. I had to remove the hard drive from the freesat box and format it in ext4. Has been working fine since then.

NIMAN

https://www.boards.ie/discussion/comment/120185130#Comment_120185130

Surely the software on the Freesat box would format the drive in the correct format to begin with?

walshtipp

https://www.boards.ie/discussion/comment/120185227#Comment_120185227

I'm not sure why but this is the only thing that worked for me. That was about 8 months ago now.

Spn744

An update on the return of my Freesat box. I contacted them via email, stated the problem and then ran the diagnostic tests that didn’t help. I then provided a receipt that was within the 12 months, they required a screenshot of the Argos email receipt and don’t seem to have a way of cross referencing with the store. They then gave a Royal Mail pre paid return label to send it back (I live near the border) and once I sent the proof of postage they dispatched the new one on the same day before they even received the old box back! All of the above is required to have a friend or family member in the UK for a delivery address and access to a Royal Mail post office but happy to be not be out £220.

NIMAN

https://www.boards.ie/discussion/comment/120185130#Comment_120185130

Might have to try this now, as my box has given up the ghost completely.

It is now giving the error every 15min or so of viewing, so basically unusable.

walshtipp

https://www.boards.ie/discussion/comment/120346081#Comment_120346081

Also, it is not unheard of to have complete hard drive failure in these boxes. If removing and re-formatting the drive does not help, try a new 2.5" hard drive.

NIMAN

https://www.boards.ie/discussion/comment/120347772#Comment_120347772

I have now tried 3 different hdds in mine. The original plus 2 extra ones.

All gave the same error.

I have not tried changing it out yet to see if it will stop this error appearing every 15min, but will at start of the week.

Failing that, I will just put my 15yr old Humax Foxsat back in. So much for new, higher quality boxes!

agaskew

Sorry for resurrecting an old thread but in case it helps anyone, I had this exact problem - the box started complaining about the hard drive having a problem and the popup message would not go away no matter what (even though you could hear the TV behind it). The software on these Arris boxes really is garbage.

I opened up the box with just a regular torx (https://www.youtube.com/watch?v=6C6LLsWv6lo) and took the hard drive out. Connected the hard drive to PC using a SATA to USB cable - these are dirt cheap. I was able ignore various drive errors and to nuke the drive using fdisk and gparted (on Linux). The problem seemed to be it had lost its partition table. I'm sure these repairs can be done on Windows Disk Manager too.

I created an ext4 partition on the drive, put it back in the box but it still complained about "we detected drive errors", at least I could hit Ignore and get to the TV, even though Recording was disabled. Tried 'Delete Recordings' which says 'Drive formatted' - this is a lie. Also a full Box reset, still getting the annoying error.

So, pulled the drive back out, connected back to PC, deleted the ext4 partition and did not create any partitions at all - so partition table in place but no formatted partition. Put this back in and when the box powered up you could hear it formatting the drive this time. So far there are now no more error messages and its behaving.

I've re checked the drive after it was formatted by the box and it is indeed ext4, with a couple of files and folders put on there by the box itself. If the hard drive errors reappear, it may be time to replace the drive.

The box software seems to throw up this Hard Drive Error message when it detects anything it doesn't understand, such as a partition already being there.