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Error codes are short messages that indicate a certain technical issue. As a StarTimes subscriber, it is guaranteed that you might have come across some of these problematic error codes with no help. In this guide, we detail all the StarTimes error codes and how to fix them. Always remember to switch off and on your decoder to clear error codes instantly.
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| ERROR CODES | What it means | How to fix them |
| Smart Card Error | The error appears when the card has been inserted wrongly. | Insert the card with the golden chip side first facing downwards just like the arrow on the chip recommends. |
| No Service | This error code appears when the decoder is facing signal issues | Ensure that the antenna cable is connected correctly with the corresponding ports. Adjust the antenna until the signal resonates to clear the error code. Put the antenna outdoors to tap the signal. Choose to search for channels signals independently. Tap here. |
| Encrypted Program | The error is connected to the smart card. | Check if the smart card is inserted correctly. Insert the card with the golden chip side first facing downwards just like the arrow on the chip recommends. Ensure that you did not inter-switch the smart card. The card only works with a particular decoder. |
| No signal | This error is similar to the “No service” error. | Ensure that the antenna cable is connected correctly with the corresponding ports. Adjust the antenna until the signal resonates to clear the error code. Put the antenna outdoors to tap the signal. Choose to search for channels signals independently. Tap here. |
| No Access / Not subscribed | Subscription expired or IC and VG are not paired. | Renew Subscription. Verify if the IC and VG are compatible. The IC is a Smartcard in a Decoder VG is the Video Gateway (Decoder) Contact Customer Care. |
| Channel List Empty | This might be a signal problem. | Adjust the antenna. Auto search for channels. If the problem persists, please call customer care. |
| Missing Channels | Signal problem | Go to Menu, System Settings, and press OK. Scroll down to Channel search, Manual search, and press OK. Enter Frequency or perform Atomic Search with your decoder remote control. Reset your decoder. Click here |
| Envelope on your screen | You have a notification from StarTimes. | Press the mail button on your remote to read the message. |
| Smart Card not paired | This means that the smart card has failed to pair with the decoder. | Check if the smart card is inserted correctly. Insert the card with the golden chip side first facing downwards just like the arrow on the chip recommends. Ensure that you did not inter-switch the smart card. The card only works with a particular decoder. |
| No Sound or Radio interface | Press Track Button to get the sound or to remove the interference. |
StarTimes Customer Care
You can contact StarTimes on +256 0200 117700 or via Facebook & email stardtv@startimes.com.ug.
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