Error code 013, can't connect to local network

[Anonymous User]

We loved our first Now TV box so we bought another one for the bedroom and I now have my own Now TV account.

The first (black) box is working fine downstairs but the other one will not connect to our network despite having an Ethernet cable plugged in, we receive an error code 013.

The box acknowledges the Ethernet cable being plugged in but fails to connect to our local network.  When I tried to connect via WiFi we receive an error code 014 and a similar reason i.e: can't connect to local network.

Is this an issue because we have two Now TV boxes in the same property?

Many thanks in advance for any help provided.  We've tried a hard and soft reset of the box to no avail.

[Anonymous User · Accepted solution]

@Anonymous User you should be fine with two boxes, have you tried disabling pings on the box? 

You'll need to complete the following sequence, by pressing the buttons on your NOW TV box remote control in quick succession:

Home. (x5)
Fast Forward.
Play.
Rewind.
Play.
Fast Forward.

If the above is done correctly, you'll see a new screen pop up called Platform Secret Screen which will display two green bars and four further options. Please select Disable Network Pings from the list of available options.

Once you've done this, simply click back on your remote control until you reach the connection setup page, and attempt to connect to a network.

[Anonymous User]

I've done that and there is no Disable network option at all on the list, it's only 3 positions. what is your advice?

[Anonymous User]

@bartoska3 the disable network pings is there, you need to make sure you do the combo press on the remote at a reasonable pace to access that hidden menu.

[Anonymous User]

As I said, I have done all this till 2 "green bars" but bottom one was orange not green, and on the list below there was no option to disable taht at all, I'm not that thick.

[Karl-F]

Hi @Anonymous User, 

Can you please let us know who your internet provider is? 

Are you able to connect with an Ethernet cable to perform an update and then try wireless? 

Thanks, 

Karl

NOW TV Team

[Anonymous User]

please can someone help ihave tried to put the home x5 but its not working what screen do i need to be on

---

@Karl-F wrote:

Hi @Anonymous User, 

Can you please let us know who your internet provider is? 

Are you able to connect with an Ethernet cable to perform an update and then try wireless? 

Thanks, 

Karl

NOW TV Team

---

[Andy]

@Anonymous User

Welcome to the forum.

The trick is to press the buttons on the remote as quickly as you can


HOME button 5 times then
FF then PLAY then REW then PLAY then FF


Ignore the sounds and movements on the screen as they can be distracting (different menus and selections will appear on the screen while you press the remote keys) just concentrate on pressing the keys on the remote in the right order as quickly as you can. After a moment you will see a new screen pop up called Platform Secret Screen (if it doesn't appear after a moment or two, try again)


Now, you will see the purple selection bar at the bottom of the screen is currently on OK. Use the direction arrow keys in the remote to move up to 'Enable network pings' and click OK so this changes to 'Disable network pings'


Then press the Back button on the remote to return to the home screen and you can try connecting to your local network again. (If you still have problems try removing the power cable from the back of the box and leaving for a minute or two before reconnecting and trying the set up of your box again).

[Anonymous User]

Hi i have been trying to connect my parents black now tv box but it isnt picking up the wifi (virgin) or ethernet. I have disabled pings, moved box closer to internet box and also rebooted both boxs yet still not connecting and displaying error 013? It worked fine when connecting my own box in my house just up the road but nothing happening for my parents? Please help asap  

[Andy]

@Anonymous User

Welcome to the forum.

Error 013 is usually when you are trying to connect to Ethernet - which would you prefer to do, connect via wifi or Ethernet?

As long as you are able to see the wifi network (ie you get as far as entering the wifi name and password) or Ethernet connection (solid green light on Ethernet port at back of box when connected) then often than not the disable pings does the trick, so when the error message appears just follow the steps above to double-check you disabled them correctly, then click back and try connecting again. If that doesn't work post back and someone can help further.