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CUTV Troubleshooting CUTV on Your Computer

Error Message: Card Out Error Message: Demultiplexer not found Error Message: Incorrect Smartcard (E33) Error Message: Network adapter not connected or missing Error Message: Irdeto Error: You are untitled to view this stream Error Message: Server Error Please Contact Administrator Error Message: The stream is invalid     Error Message: Card Out Solution: Your USB security device was not found. Exit the SmartVision Player, insert (or remove and re-insert) the USB security device, then restart the player. The LED on the device should glow pink. If, instead, the LED is red, the USB driver has not been installed correctly. Contact the HelpDesk (255-8990 or helpdesk@cornell.edu) for assistance.   Error Message: Demultiplexer not found Solution: ActiveX 9.0 needs to be installed. Call the CIT Contact Center at 255-8990 for technical support.   Error Message: Incorrect Smartcard (E33) Solution: Exit the Smart Vision Player. Locate the C:\irdeto directory on your hard drive. Delete all of the files in the C:\irdeto directory. Re-start the Smart Vision Player by double-clicking the icon on your desktop.

Other Topics General Information Subscribing to CUTV Managing Your Subscription CUTV Channel Guide TV Program Listings Installing CUTV on Your Computer Using CUTV on Your Computer Troubleshooting CUTV on Your Computer (you are here) Setting up CUTV with Your Television Using CUTV with Your Television Troubleshooting CUTV with Your Television Frequently Asked Questions Frequently Asked Questions Terms & Conditions of CUTV Service ResNet Users: Sharing Your ResNet Jack Between a Computer and a TV Cancelling Your CUTV Subscription Equipment Pickup & Return Locations

Error Message: Network adapter not connected or missing

Solution:

The SmvPlayer doesn't know which network connection to use; usually this means your computer has found both wireless and wired network connections. Try this configuration change:

1. Exit the Smart Vision Player.
2. From your computer's Start menu (at the bottom left corner of your screen), choose All Programs then SmartVision Player then SmvPlayer Config.
3. The SmartVision PC player Config window will open. Near the top is a drop-down list labelled Network.
4. Use the Network drop-down list to select the correct connection (typically "Ethernet" or some other NON-wireless option).
5. Click OK.
6. Restart the SmartVision Player by double-clicking the icon on your desktop.

 

Error Message: Irdeto Error: You are untitled to view this stream

Solution:

Just click OK and you should be connected. This error comes up on some machines at the time of first launch. Clicking OK generally works and you shouldn't see the error message again.

 

Error Message: Server Error Please Contact Administrator

Solution:

Your firewall rules are not set correctly. You'll need to briefly disable your firewall to let CUTV connect the first time. As soon as the connection is made, you should turn the firewall back on. Do this ONLY one time; once you've successfully connected, you should not see this error message again. You will NOT need to disable the firewall every time! The specific steps for temporarily disabling your firewall depend on which firewall you are using. Please contact your technical support provider or the CIT HelpDesk (255-8990 or helpdesk@cornell.edu) for assistance. We want to be very clear: exit the player, disable your firewall, start the player, re-enable the firewall.

 

Error Message: The stream is invalid

Solution:

Your USB security device was not found. Exit the SmartVision Player, insert (or remove and re-insert) the USB security device, then restart the player. The LED on the device should glow pink. If, instead, the LED is red, the USB driver has not been installed correctly. Contact the HelpDesk (255-8990 or helpdesk@cornell.edu) for assistance.