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Rolled back to 20.3 thread

Discussion in 'TiVo Roamio DVRs' started by bunjicat, Apr 11, 2014.

  1. aaronwt

    aaronwt UHD Addict

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    Jan 31, 2002
    Northern...
    Email Margret with your TSN info. I emailed her mine again last night, and she responded that she would look into it since it was my second rollback. But I won't be able to check my Roamio Pro until i get home from work this evening to see it they updated it again to the new software.
     
  2. kbmb

    kbmb Active Member

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    Jun 22, 2004
    NH
    Guess the "operational issue" is still.....well.....an issue.

    Makes you wonder what's going on at Tivo.

    -Kevin
     
  3. aaronwt

    aaronwt UHD Addict

    19,194
    27
    Jan 31, 2002
    Northern...
    I'm just glad i noticed the pending restart yesterday and was able to apply it. Because if it would have happened at 2Am, things would have been screwed up for me today since I had to go through the guided setup again to get my channels tuning in again. Although right now alot of things are also repeats which also helps since i have fewer recordings scheduled. So while it is kind of a pain to deal with, it could have certainly been worse.
     
  4. tlrowley

    tlrowley Quilt Geek

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    Lancaster, PA
    Thanks, I did do that. She got back to me really quickly :up::up: and said I was one of 13 rather unlucky boxes that rolled back :eek: Triskaidekaphobia anyone? :D
     
  5. tlrowley

    tlrowley Quilt Geek

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    Lancaster, PA
    Did anyone watch the re-update (from 20.3.8 to 20.4.1 for the second or third time) notice how long it took? Mine has been on "preparing the update" for 2 1/2 hours, and I'm starting to get worried.
     
  6. andyf

    andyf Active Member

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    Feb 23, 2000
    Houston,...
    2 1/2 hours is way too long. Pretty sure you can unplug and re-plug (what else can you do?) and it'll come up fine. Occasionally this happens on an update.
     
  7. tlrowley

    tlrowley Quilt Geek

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    Jun 10, 2004
    Lancaster, PA
    Thanks, Andy - I gave up at close to 3 hours and pulled the plug. It stayed on "almost there" for 20 minutes and I pulled the plug again. I'm currently running SMART tests on the drive.

    Considering I had trouble with a Mac OSX update yesterday, this isn't turning out to be a stellar week for tech for me :D *sigh*
     
  8. tlrowley

    tlrowley Quilt Geek

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    Jun 10, 2004
    Lancaster, PA
    Well, it officially appears to be dead - stuck on "almost there" for 45 minutes.

    Called tech support and they were less than helpful - didn't want to do anything beyond the script, which I get that they need. When I asked about escalating to 2nd tier support, she said "there's nothing more I can do for you. thank you for calling tivo" and hung up.
     
  9. andyf

    andyf Active Member

    1,177
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    Feb 23, 2000
    Houston,...
    I suggest you Email Margret since it appears the downrev/uprev caused your problems. I wouldn't be surprised if she couldn't help you out. Tell her support could do nothing for you.
     
  10. kbmb

    kbmb Active Member

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    Jun 22, 2004
    NH
    If anything, email her and let her know that the tivo support staff continue to be absolutely useless. People would be better off coming here for help!

    -Kevin
     
  11. tlrowley

    tlrowley Quilt Geek

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    Jun 10, 2004
    Lancaster, PA
    Thanks - I did the online chat and didn't get a solution, but at least the communication was better this time. They want me to run the overnight disk test and then pay $50 to replace the box.

    I truly never understood people's complaints with tivo support until that call - I was horrified! I ran tech support for a small software company (back when dinosaurs roamed the earth), so I know what "problem" callers sound like, and I'm especially sensitive to being that "problem". I never lost my temper, and I certainly never cursed. I will admit to being frustrated, but I don't think I was in any way, shape or form the sort of customer that needs to be hung up on!
     
  12. jrtroo

    jrtroo User

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    Feb 4, 2008
    If your disc is bad, you can just replace it on your own.
     
  13. tlrowley

    tlrowley Quilt Geek

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    Jun 10, 2004
    Lancaster, PA
    Tivo got back to me (gotta love twitter!) and they're replacing my box!

    In doing the KS54 testing - the first few (quick) SMART tests pass, but trying to run the overnight test fails immediately (can't access /dev/hda (hdb) Whatever the rollback did, it was a doozy.
     
  14. aaronwt

    aaronwt UHD Addict

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    Northern...
    Luckily my second update back to 20.4.1 didn't have any issues. I rebooted the TiVo when i got home since it had a pending restart.
     
  15. FACTAgent

    FACTAgent New Member

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    NJ
    I was also rolled back for the second time. Once again, shows were undeleted and channel customizations lost.

    Luckily, the update back to 20.4.1 proceeded without incident. I will now make it a daily practice to permanently delete shows I no longer need until this stops.

    I think Tivo owes us a better explanation of why this is happening and what they will do to prevent recurrence. Even if it means someone has to lost their job over it...As a process and Quality person, I would prefer a process-based fix, but they need to do whatever it takes to address this.

    My wife wants to get rid of Tivo. I am considering filing an Executive complaint if there's a process to do that.

    My wife wants to get rid of Tivo.
     
  16. CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    Let's put this in proper perspective. This problem affects 13 customers out of the current 4 million. More importantly it doesn't affect me. I understand it's a major annoyance to you but I think we should hold off on anyone losing their livelihood until at least 20 customers are affected.

    As a process and quality person you know more than anyone that problems do reoccur even with the best processes in place.
     
  17. moyekj

    moyekj Well-Known Member

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    Mission...
    The first unintentional software rollback affecting 100 people was perhaps understandable/forgivable. For it to happen again despite VP involvement is just complete incompetence no matter how small the number affected. My guess is nobody will be fired over it in this day and age of lack of accountability...
     
  18. nooneuknow

    nooneuknow TiVo User Since 2007

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    Cox Cable...
    Psst, your true-colors are showing...

    I don't see that as putting it in "the proper perspective", more like "your perspective", especially with the lovely "More importantly it doesn't affect me (you)" comment. Then, you assign your arbitrary number of "20 customers" as a threshold... I sincerely now have an improper wish that you had been hit by it, then hit again. I doubt you'd be so complacent, or supportive of TiVo. I keep stating I haven't been hit, but have been supportive of those who have been, or were worried they would be. It would have been easy to claim I had been hit, or hit twice, and align with them. It's against my moral/ethical code-of-conduct to do that, though.

    I was just wondering, right before arronwt reported a second rollback, if I had a reason to make sure my Recently Deleted folders on three TiVos should stay empty. I was actually giving TiVo the benefit of the doubt, and not making sure of it, once TiVoMarget made her announcement, and I hadn't seen further reports. Now, I have to feel like if I don't keep clearing them out, and I get hit by this problem, I have to partially blame myself for not doing it, should I be hit, and have to clean up the resulting mess. It's the mentality of the "fanboys", who feel TiVo can do no wrong, and would b-slap me for complaining, that force this convoluted way of thinking, even though it's against the way I'd think regarding any other product I own.

    I came very close to responding to those posting they wanted to find a way to block updates, in a not-so-nice way. Now, I'm glad I didn't.

    Unfortunately, once TiVo has completed a rollout, they don't make the TiVo service something that is meant to work with TiVos on outdated software (other than designing it to send the current software to those units).

    I will not engage in calling for "heads to roll" within TiVo (the true TiVo employees), even if the number of affected reaches the "20" threshold you set, or even another "less than 200", as TiVo claims for the first time it happened.

    If anything, I keep feeling like things have gone downhill since TiVo downsized their head-count. I can't help but wonder if they cut too-many, or it's affected the work-ethic of those who remain. That's a valid concern within any company. Things often go downhill in other departments, responsible for completely different things.

    Everybody needs to keep in mind that TiVoMargret is a bona-fide, true TiVo employee, while the call-center (and most of the other support-providing people) are not.

    I'll happily call for TiVo to pink-slip the whole contract with the outsourced support-provider they have been using. I've publicly called for this many times. These are the support staff that are the meaning of "one hand not knowing what the other hand is doing". Example: During a TiVo service outage, continuing to make people reboot every device, reconfigure their networks, blaming the customer (or customer non-TiVo equipment), while TiVoMargret is publicly stating there is a problem, they are working on it, and repeatedly apologizing.

    There used to be a time when there were enough good apples in the call center, that for me to say such a thing, I'd get napalmed. Lately, I don't get a lot of support on that stance, nor do I get vehement objections (or napalmed).

    Before anybody makes claims about what the support center people really are, I'll point out that I went on a "truth-finding" mission, and found that it is policy for all support people to state "yes, I'm an actual employee of TiVo", when asked. It is policy for the outsourced support people to make every assurance that you are not speaking to a generic solutions-provider.
     
  19. nooneuknow

    nooneuknow TiVo User Since 2007

    3,554
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    Feb 5, 2011
    Cox Cable...
    There's a perspective I can agree with. I just wish there was a way to find out who the "incompetent" person, or department, is that deserves that designation. Before TiVoMargret came along, I wouldn't hesitate to just call TiVo, as a whole, incompetent, or blame them of incompetence.

    I would think I'm not alone in feeling that TiVo's retail customer numbers would be sliding downhill, if we didn't have her. Think about how many bugs/issues she was right on top of, when the Roamio first came out. I had no interest in upgrading, and was considering just letting my older units live out their "lifetimes", and giving TiVo no more business. She turned that around. If she wasn't around, and I had upgraded, I'd likely have used the 30-day money back guarantee.

    Now I'm wondering if she has enough power, or resources, to make what needs to change, actually change.

    I'll confess, as full-disclosure, that a big part of my upgrade, was the period when I had felt she mostly dropped the ball on the Premiere users, and was devoting all her time and effort to Roamio users. I went where her attention and resources were. The price of admission was switching to Roamios.

    I sure hope that the recent state of things is something that will pass. Anybody stating what it is, or isn't, is only speculating.
     
  20. aaronwt

    aaronwt UHD Addict

    19,194
    27
    Jan 31, 2002
    Northern...
    I got hit a second time. Sure it could have been a big PITA if I hadn't noticed the pending restart. But luckily I did. Plus there are alot of repeats right now so the effect would have been as bad as say in May, November, or February when everything is new.
    Now if my hard drive would have died or something that that would have been bad. But if that was the case it would have happened sooner or later anyway.

    And it's not like it deleted any of my shows or Season passes. Only that previously deleted shows came back. i had the sixty or seventy shows deleted again in a few minutes.

    I not going to do anything different with my deleted folder. If the shows come back they come back. That only takes a few minutes to delete again. It's selecting my channel list again that takes some time. That took me around 10 to 15 minutes for me to check/uncheck and mark as favorites.
     

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