First check whether:
- Other channels are working normally.
- The issue occurs only on one channel.
- The channel is included in your subscribed package.
Then:
- Change to another channel.
- Return to the affected channel.
- Restart your Set-Top Box.
- Try the channel again.
If other channels are working but one specific channel is not, contact Vianet Support and provide the channel name/number.
If you see EC-00-2004 while watching a channel:
- Note the channel name/number.
- Check whether other channels are working.
- Restart your STB.
- Try the affected channel again.
If the error continues, contact Support and provide:
Error Code: EC-00-2004 + Channel Name/Number
The internal ViaTV issue guide specifically associates this error with checking whether the problem affects a particular channel or all channels.
If you see EC-00-2004 while watching a channel:
If all channels are affected:
- Check whether the STB is powered on.
- Check your Internet connection.
- Restart your router.
- Restart your STB.
- Check the HDMI connection.
- Try again after restarting.
If the issue continues, [Contact Vianet Support]