IPTV Error V638- Article no. 9234

Introduction

V638 – "Socket Open Error while fetching the Video Segment"

The player is trying to download a video segment but cannot open a socket connection to the server

If this error happens during the initial stream start, it will display an Error Overlay with V638 in the corner

If this error occurs mid-stream, the video player will try to recover by retrying the download

This error is usually temporary. When it occurs it generally means that the IPTV box has lost the connection to the router or modem, or the internet signal removed from the modem

IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device

Just like a laptop, gaming system, or other device, IPTV needs a good connection to the modem to work properly
Never create an IPTV case without completing all data troubleshooting steps, first
Remember, if there is an issue with the data service, create a Work Order for the data issue

Resolution Steps

Start with Data Troubleshooting Steps for IPTV

Ensure the account is active and in good standing
Send a balance hit
Check the data equipment in Merlin; ensure the modem is online without signal issues or packet loss
Make sure the box is connected to your network
- If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin

For any issue with the data service, click Create Work Order or Technical Case

Trouble Call or Tech Case	Trouble Call
Service Category	Data
Problem Description	Select the applicable Data Issue based on above steps
Select	Only the affected equipment
Schedule	First available time that works for the customer
Notes	Include all pertinent information

If Troubleshooting Data Hasn’t Resolved the IPTV Issue:

Press Clear, then Live TV, change the channel and then return to the channel in question
Power cycle the IPTV box

Important: follow power cycling steps carefully; each box is power cycled differently

If the issue persists, click Create Work Order or Technical Case on the Work Orders Tab in BOLT

Fill out the information as described below and click Submit

Trouble Call or Tech Case	IPTV Issue
Service Category	IPTV ONLY
Problem Description	Network Connection Issue - IPTV
Select	Click the box next to the affected box(es) only
Add	Error Code(s), Channel(s) affected, Contact Phone, Contact name and troubleshooting steps