What to do if I receive an error code in the Cogeco on Demand section on my digital receiver or DVR?

Article author
Cogeco Support
  • Updated

ERR-16843150, ERR-32, ERR-55001, or SRM-8012

  1. Check your connections. The coaxial cable from the wall should be going directly to the receiver. If the cable passes through any other equipment, such as a surge protector or splitter, this may be interfering with VOD communication. Try bypassing this equipment and connecting directly to the receiver.
  2. Reset the receiver through My Account or by unplugging the power for 15 seconds (see How do I reset my digital receiver? for more detail).
  3. If this issue continues, please contact Technical Support

ERR-18, ERR-7, or Unable to Process Request

  1. Try ordering from another receiver in your home.
    • If this is affecting all receivers, please contact Technical Support.
  2. If you only have one receiver, or it is the only one affected, check your connections. The coaxial cable from the wall should be going directly to the receiver. If the cable passes through any other equipment, such as a surge protector or splitter, this may be interfering with VOD communication. Try bypassing this equipment and connecting directly to the receiver.
  3. Reset the receiver through My Account or by unplugging the power for 15 seconds (see How do I reset my digital receiver? for more detail).
  4. If this issue continues, please contact Technical Support.

ERR-2

  1. If you have your Parental Controls set to block adult titles, this will generate an ERR-2 error when trying to order one. Check to see if Parental Controls are enabled and, if necessary, disable them.
    • Press the Menu/Settings button.
    • Select Parental Controls from the Quick Menu (lock icon).
    • Enter your PIN (if it is asking you to enter a new PIN to activate the Locks feature, you do not have Parental Controls enabled and can skip to step 2).
  2. If you have confirmed Parental Controls are disabled but are still receiving the error, reset the receiver through My Account or by unplugging the power for 15 seconds (see How do I reset my digital receiver? for more detail).
  3. If this issue continues, please contact Technical Support.

Not Authorized

Some Cogeco on Demand folders are only available by subscribing to the associated channel (for example, a subscription to Crave is required to watch Crave on Demand). If you receive a “Not Authorized” message when trying to access a title, check to see which folder it's in, and ensure that you subscribe to the associated channel (see Why can’t I access a certain VOD channel? for more info).

If you do subscribe to the channel, follow these steps:

  1. Check your connections. The coaxial cable from the wall should be going directly to your receiver. If the cable passes through any other equipment, such as a surge protector or splitter, this may be interfering with VOD communication. Try bypassing this equipment and connecting directly to the receiver.
  2. Reset the receiver through My Account or by unplugging the power for 15 seconds (see How do I reset my digital receiver? for more detail).
  3. If this issue continues, please contact Technical Support.

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All DERY and Axion accounts will be integrated into Cogeco’s system.

Over the coming months, we’ll be integrating each account covered by DERY and Axion over into the Cogeco system. Learn more about the integration and how you’ll be impacted.

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