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Pro black-screen tuner failure, but Mini works!

Discussion in 'TiVo Roamio DVRs' started by lew-wolfgang, Sep 27, 2013.

  1. Nov 3, 2013 #101 of 159
    QuickBiscuit

    QuickBiscuit New Member

    1
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    Nov 3, 2013
    I purchased a Roamio 3 weeks ago and have spent hours on the phone with TiVo support concerning the black screen issue. Do they not know about this bug? They had me jumping through hoops including countless calls to Charter support, three charter support visits to my house (fourth scheduled tomorrow) and a TiVo box swap. Finding that this is a known issue is incredibly disappointing and infuriating. The TiVo support team should have told me about this software bug in their box and instead, has wasted my time. They are no better than the crooks as Charter. Boxing my TiVo boxes up and sending them back... What a waste of my time.
     
  2. Nov 3, 2013 #102 of 159
    Teeps

    Teeps Active Member

    1,664
    4
    Aug 16, 2001
    Torrance,Cal...
    Thanks for sharing.
    Good bye.
     
  3. Nov 4, 2013 #103 of 159
    lew-wolfgang

    lew-wolfgang New Member

    26
    0
    Sep 23, 2013
    San Diego
    Mini Update:

    I've been using both of my Mini's since I swapped out the Pro Roamio last week. Both Mini's worked perfectly until yesterday when the newer one finally had a tune failure.

    It happened right after I turned on the TV and woke up the Mini. It was on channel 1037 and when I hit the up-channel button one of those blue "waiting" circles appeared. All buttons on the remote were dead at this point, so I power-cycled the Mini after a few minutes. The reboot failed at a black screen before it got to the welcome video, so I repeated. This time it came up okay and was still tuned to 1037. When I clicked the up-channel button it presented with a black-screen tune failure similar to what I see on the Roamio. A click to 1039 worked, as did a down-click to 1038. Everything was then fine. This is the first time I've observed this behavior on either of my Minis.

    I also saw a non-repeatable behavior yesterday. The Roamio failed to tune 1037 and was sitting there with a black screen. I left it alone and went to one of the Mini's and successfully tuned to 1037. When I went back to the Roamio the black screen was gone and 1037 was being correctly displayed. This is the first time I've seen a recovery from black-screen, but I couldn't repeat the behavior.
     
  4. Nov 4, 2013 #104 of 159
    jwbelcher

    jwbelcher New Member

    489
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    Nov 13, 2007
    Orlando, FL
    Thanks for updating us. This is very similar to my Mini experience / black screen with waiting graphic. The non-repeatable is similar to an situation where Roamio had a blackscreen and I subsequently tuned the channel with my TivoHD. It didn't immediately make it available on Roamio, but about 5 mins later I got picture (odd i know) . I think there must be some type of retry (but not full re-tune) either in the Tivo or TA after a failure occurs. I'm going to retry this the next time it happens just to make sure I wasn't hallucinating.
     
  5. jormerod

    jormerod New Member

    1
    0
    Nov 5, 2013
    Hi,

    I just set up a Roamio plus and mini this weekend. I'm with TWC MIlwaukee and experiencing the black screen when attempting to tune certain channels e.g. AMCHD. Any news on the Cisco TA firmware fix? Any other suggestions that may resolve the issue?

    Regrads,

    John
     
  6. lew-wolfgang

    lew-wolfgang New Member

    26
    0
    Sep 23, 2013
    San Diego
    Hi John,

    Do you see the tuning failure on your Mini? In my case I've had a Mini fail to tune only once since early September, and I've got two of them now. All recorded shows have tuned correctly too.
     
  7. jwbelcher

    jwbelcher New Member

    489
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    Nov 13, 2007
    Orlando, FL
    I must be getting the raw end of this deal. I just had my first recording get missed last night (HIMYM) - history showed No Signal. Had to switch back to my TivoHD. Here's the crap IMHO - the tuning adapter can fail on a non-SDV?!?!?! Ridiculous. But the DVR / TA diagnostics confirmed it - no Freq on either. Tuning Adapter response pending...

    I would not have 1 problem with SDV if it didn't cause these types of issues. Its like circa 2008 when I first received my TA. Missed Dexter a few times and put it on a timer to restart daily. Too bad something like that doesn't help out these days....

    What can I say; I must be a sucker. I'm all in and just waiting for a fix.
     
  8. Dec 8, 2013 #108 of 159
    CoxInPHX

    CoxInPHX COX Communications

    2,350
    6
    Jan 14, 2011
    Phoenix, AZ
    Has anyone seen or been testing a newer Cisco TA Firmware than the following version:

    FLASH: STA1.0.0_1520_LR_F.1601 - Jan 31, 2012
     
  9. Dec 8, 2013 #109 of 159
    sbiller

    sbiller Active Member

    1,915
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    May 10, 2002
    Tampa, FL
    I've been told that a newer version was released from Cisco to BHN earlier this month. I'm hoping they'll release it to customers in the near future.
     
  10. Dec 8, 2013 #110 of 159
    jwbelcher

    jwbelcher New Member

    489
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    Nov 13, 2007
    Orlando, FL
    I was starting to wonder how things were going with it. Let's hope it straightens out all these little issues. You'd think with the BHN technology relationship with TWC, they may find this coming their way not long after. Thanks for the update
     
  11. Dec 8, 2013 #111 of 159
    BHNtechXpert

    BHNtechXpert New Member

    94
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    Nov 7, 2011
    If Tivo had sent us the new units AND firmware prior to release this could have been avoided. And to be clear this was not impactful until the latest release of Tivo firmware and Roamio models. There were no changes to the Tuning Adapter firmware whatsoever that caused this. The minute it was clear something was not right we engaged Tivo and Cisco so while I understand your frustration lets be clear where it should be directed.
     
  12. Dec 8, 2013 #112 of 159
    dlfl

    dlfl Cranky old novice

    6,997
    17
    Jul 6, 2006
    Near...
    Margret,

    Kudos to you for your efforts. If you ever manage to get my provider, TWC Southwest Ohio, to do anything along the lines of updating firmware on either CableCARD's or TA's, it will be a minor miracle. To my knowledge they simply never do such updates. The last one I know of was a TA firmware update three years ago -- and they botched that so badly it shut down all the TA's on their system for a day.
     
  13. Dec 8, 2013 #113 of 159
    jwbelcher

    jwbelcher New Member

    489
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    Nov 13, 2007
    Orlando, FL
    For me, its not directed at BHN at all. I've been amazed on how BHN and yourself have supported this after the fact. It was an oversight not to send these units out to the Cable Cos, but to be fair, its hard to say that all of them would be as responsive as you guys. Overall, with this and all the CableCard / TA support at dslreports, its shown at least BHN isn't trying to lock folks into their STB.

    While I'm happy to be receiving the firmware update soon, my comment about the TWC / BHN relationship was hoping that the folks with TWC in the forum may also receive this update in the near future. Has BHN been engaged with TWC to be able to comment on that?
     
  14. Dec 8, 2013 #114 of 159
    Teeps

    Teeps Active Member

    1,664
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    Aug 16, 2001
    Torrance,Cal...
    The ver above is what is on the cisco ta that I have.
     
  15. Dec 8, 2013 #115 of 159
    BHNtechXpert

    BHNtechXpert New Member

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    Nov 7, 2011
    You made several assumptions that just aren't correct. First of all the issue has to be identified then validated with the impacted vendor(s). Remember this isn't impacting other 3rd party vendors just Tivo. Once an issue has been validated with xyz product MSO's are totally reliant on the MFR to fix their product (which in this case was Cisco). Cisco then fixes whatever the issue may be and releases the fix to the impacted MSO's.

    From there the fix has to be validated in our labs to make sure that (1) it actually solves the problem (2) won't introduce new possibly worse issues (3) won't negatively impact our systems, operations and other customers. TWC like us has a process by which we follow for this and there's reason why things take as long as they do. Lots of things need to be tested and this isn't the only thing we're working on right now..lots of fish to fry.

    For what its worth this issue was fasttracked but there is a limit to which no MSO will cross when it comes to validations. We and I'm sure TWC will not release something until we're comfortable that this is going to be a minimal impact upgrade.

    The better solution to this is the next time Tivo identifies a problem they come to me to directly (not through their customers) and I will engage all necesary parties so that we're all on the same page and working together without a delay.

    We have the code from Cisco and are working as fast as possible to get it out to you guys. In the meantime I encourage you to reach out to me in our direct forums at DSLR and I will gather your info and keep you updated along the way.

    But to be clear neither ourselves or TWC are dragging our feet on this...it isn't as if we weren't already involved in other things that have equal or higher priority because of impact. This was preventable from the start with a little bit of communication from Tivo.

    If I sound a bit irritated it's because I am. We have worked extremely hard to ensure a seamless experience for our Tivo customers and this should have been addressed company to company and not through our mutual customers. We know how to communicate with each other and what needs to be done to investigate these types of things. Customers should not be asked to call their providers and insist on tickets being submitted especially when they have my contact information already and have for quite some time.
     
  16. Dec 8, 2013 #116 of 159
    jwbelcher

    jwbelcher New Member

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    Nov 13, 2007
    Orlando, FL
    Wow, Gary, just don't shoot the mutual customers in the process. I get your irritated, but we're on the side-line here with at best conjecture to talk about. But don't make your own assumptions about what I'm saying or my opinions. I've not once suggested it was your guys fault or that your dragging your feet. On the contrary, it was an attempt to show YOU and BHN some appreciation. Please don't assume customers are not on your side.. this is disappointing. :thumbsdown:
     
  17. Dec 8, 2013 #117 of 159
    BHNtechXpert

    BHNtechXpert New Member

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    Nov 7, 2011
    You are taking it personally and it's not intended that way...honest. I am however taking this opportunity to clear the record because I have been on the recpient end of what Tivo is telling their customers not to mention the request that was posted in the forums here. I also took this opportunity to explain the process to you so that you know these things just can't happen overnight and that every effort is ongoing to get this remedied as quickly as possible. Nobody wants this to happen faster than I do...especially with Christmas hot on our heals. I think we both know that these devices are going to be under a lot of trees :)

    My frustration is not at you guys :) Not at all.... But at least you guys know there is an active and open conduit of communication available, people just need to use it. So the next time this happens the first question you guys should ask of TivoMargaret is "Have you reached out to Gary yet"? If the answer is no...then you know what you need to do :)
     
  18. Dec 8, 2013 #118 of 159
    jwbelcher

    jwbelcher New Member

    489
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    Nov 13, 2007
    Orlando, FL
    No hard feelings Gary, but now Sam on the other hand :) just kidding!
     
  19. Dec 8, 2013 #119 of 159
    BHNtechXpert

    BHNtechXpert New Member

    94
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    Nov 7, 2011
    Oh good we can bash Sam together then :) Oh wait he has all my contact info including home phone and cell....can I take that back lol :)

    Actually lives very close to me and knows I'm here for you guys anytime, anywhere. I have worked with Sam for YEARS!
     
  20. Dec 8, 2013 #120 of 159
    LoadStar

    LoadStar LOAD"*",8,1

    34,926
    163
    Jul 24, 2001
    Milwaukee, WI
    Hmm. After having absolutely no problems since getting the Roamio, I've suddenly started having the black screen issue tuner failure repeatedly in the last 3-4 days or so. I wish I knew if someone pushed an update out to tell if that was the culprit or not.
     

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