Here are some quick tips to help you troubleshoot the “DStv XtraView E143-4 No communication from primary decoder error”.
Make sure the primary decoder is on and working as expected: The first and most important thing to check is whether you primary decoder is powered on and able to play DStv channels that are included in your active DStv package. If you primary decoder is not powered on, you need to power it on and if it is already powered on, but not able to play DStv any channels under you active DStv subscription package, then try powering off your decoder on the wall plug or by removing the DStv power adaptor cable from the decoder and plug it back after 10 seconds, power on the decoder and then wait for it to load and once it is done loading check if you can now play your active DStv channels. If you DStv channels start playing successfully after performing the DStv XtraView troubleshooting step above, then you can move on to the next step below, however if you are still unable to play/view any active channels after rebooting your decoder, then there may be more underlying problems related to your primary decoder which are also likely the root cause of why you are also experiencing a “DStv XtraView E143-4 No communication from primary decoder error”. In this case we recommend that you get in touch with us and book an appointment and we’ll gladly send out our knowledgeable and experienced DStv Installers to come and help you troubleshoot and fix the problem.
Check signal strength & quality on the secondary decoder: Once you have established that your primary decoder is up and running as expected, it is now time to move on to the next step, which is checking and ensuring that your secondary is receiving sufficient DStv signal and able to play the free DStv channel 100.
Check to see if there are no loose cables/connectors: If your secondary decoder has enough signal strength and quality (80% and above as per DStv recommendations), the next thing is to check for and ensure that there are no loose DStv cables/connectors at the back of your decoders (both the primary and secondary decoders). On older decoders or Xtraview set-ups, check if the RF in/out cable is properly connected at the back of the primary and secondary decoder. This is the cable that is used to send heartbeat communication from the primary decoder to secondary decoders every two minutes (this only applies to older decoders like the DStv Explora 1 decoder, which does not have a built-in signal and heartbeat diplexer and sends/receives XtraView heartbeat signal via RF in/out ports). Ideally, the heartbeat cable should be connected to the RF Out port on the primary decoder (to send out the heartbeat) and on the RF In port on the secondary decoder/s (to receive the heartbeat signal), however this is not always the case, depending on your decoder’s RF and Extraview configurations, and or due to faulty/malfunctioning decoder RF In/Out ports. On newer model decoders such as the DStv Explora 3B and the DStv Explora Ultra the RF In/Out ports won’t be present at the back of the decoder, as these decoders have built-in diplexers which enable them to send and receive XtraView heartbeat signals/commands via a DStv Smart LNB or DStv Smart Switch.
Repair loose connectors/cables, reconnect them back to the decoder accordingly & reboot the decoder: If you found some loose RF In / Out cables behind your primary / secondary decoder, you will need to fit the cable connectors onto the cables properly, as well as screw the cable connectors back to their respective RF In / Out ports and once that is done, try rebooting your secondary decoder. If your decoders do not have RF In / Out ports at the back, try rebooting your secondary decoder.
Wait for two minutes to see if the error goes away: Once your secondary decoder has rebooted, try changing to a DStv channel that is part of your DStv package and if you are immediately greeted by the “DStv XtraView E143-4 No communication from primary decoder error” again, then remain on that current channel and wait for two minutes to see if the error disappears.
Clear the error using DStv self service or by calling the DStv customer contact center: If you have tried all the troubleshooting steps above and yet your secondary decoder is still not receiving communication from the primary decoder, you can try clearing the E14-4 Error by yourself by dialling the DStv USSD on the mobile number associated with your DStv account, or login in to your DStv profile on the DStv website or mobile app. Alternatively you can contact DStv via their WhatsApp number or by calling their contact centre and their friendly support personnel will be more than happy to help you clear the error over the phone
Call a qualified or accredited DStv installer: If after speaking to the DStv customer support, your issue is still not resolved, it is now time to call a DStv accredited installer or experienced private installer. Get in touch with us today and let our Sandton DStv Installers help you get rid of that XtraView E143-4 no communication from primary decoder Error for good
Conclusion: The “DStv XtraView E143-4 No communication from primary decoder error” might occur due to various reasons, which might be too technical and require you to call a DStv accredited installer or an experienced private DStv installer to help you troubleshoot and fix the problem. If that is the case, please feel free to get in touch with us and we’ll be happy to come and come and assist you.