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Tuners 5 and 6 Not Authorized

Discussion in 'TiVo Roamio DVRs' started by speedy2, Aug 25, 2013.

  1. Feb 9, 2014 #961 of 1187
    astrohip

    astrohip Well-Known Member TCF Club

    10,049
    35
    Jan 6, 2003
    Houston &...
    Thanks for replying. I had no idea a cablecard firmware update could solve the missed recording problem, I thought it was for when you couldn't get all six tuners going. Missed recordings were being blamed on "hot signals" or some such nonsense.

    I'll work on getting a firmware update too! Thanks :up:
     
  2. Feb 10, 2014 #962 of 1187
    premus

    premus New Member

    6
    0
    Feb 10, 2014
    I also contacted Comcast about two weeks ago at the same email address but haven't gotten anywhere. They keep telling me they have checked with engineering and tivo and their firmware is up to date. I'm still on PKEY1.5.2_F.p.1401. I'm in the Minneapolis, MN area. I tell them other customers have a newer firmware but I get the same response. How do you get to the right person at Comcast?
     
  3. Feb 10, 2014 #963 of 1187
    sketchr

    sketchr New Member

    11
    0
    Jan 23, 2014
    Email them again.
    I'm in the twin cities burbs and received the update last week. I emailed them with my customer name address and card SN-important. Received call shortly after email and the rep told me the update wouldn't happen until late feb early march. However, later that afternoon my card was updated. Many people read the email I sent as I have outlook set up with read receipts. I received about 10 of them with that one email. One of them must have updated it. Just make sure your email contains your correct card SN.
     
  4. Feb 10, 2014 #964 of 1187
    premus

    premus New Member

    6
    0
    Feb 10, 2014
    Thanks for the info. Where did you find the S/N of the CableCard? Did you provide the one printed on the back of the CableCard or the Card Serial Number (L) in the dvr diagnostics screen of the Tivo? They are different values for me but end in the same last 6 letters.

    I guess I can only hope the right person at Comcast stumbles over my email.
     
  5. Feb 11, 2014 #965 of 1187
    sketchr

    sketchr New Member

    11
    0
    Jan 23, 2014
    It's the one in the cablecard menu under setting. if I remember correctly it's on the same screen as the firmware detail. If it's a cisco card it should start with PK.
     
  6. Feb 11, 2014 #966 of 1187
    mike-d

    mike-d New Member

    24
    0
    Dec 12, 2013
    Baltimore,...
    Did you try: comcastcares_support@comcast.com? I had no success until I used that e-mail address.
     
  7. Feb 11, 2014 #967 of 1187
    premus

    premus New Member

    6
    0
    Feb 10, 2014
    Yes, that's the address I used. Glad to hear it has worked for some.
     
  8. Feb 11, 2014 #968 of 1187
    bricketh

    bricketh New Member

    40
    0
    Jun 22, 2005
    I have only had my TiVo Roamio Plus for a week, but I had been reading these threads in advance, and was aware that my SA Cablecards were at a release below what TiVo recommends, so I started early trying to get them updated. I reached out over the weekend prior to the Roamio arriving last Tuesday, but after checking my cards on Tuesday, I was still at 1.5.2.1601... I contacted the company again (a municipal-run MSO that offers FTTH services), and after talking with them for a bit, I was given a call back from the video tech. He said he would research getting the updated firmware targeted just for me, since I was the only known Roamio user that they had so far (at least with 6 tuners). They are very familiar with TiVo in general, as they rent Premieres and Streams (no Minis or 4 tuner units at this point), so I feel confident that they will work with me at this point. As I have the latest firmware that they have, they have to go through some internal approvals to get the newer supported version (I asked for 1.5.2.2801 or the latest revision available, as I saw the issues with 3001 posted). So far I was promised a call back with an update late last week, and I received it. I was promised another call back for mid-week, and am hoping to get one tomorrow or Thursday with another update on the status. I am hoping to get the update in the coming weeks, but 5 of the 6 tuners have been working without issue so far.

    The odd thing has been that all 6 tuners show up, and report correctly in the Cablecard screens.... They also all can show different shows, but the first tuner would simply not allow me to record on it or change the channel on it...it would 'stick'. I wasn't sure what was causing this, as I thought the higher tuners would simply not be present, or would record garbage, but I decided to test it out further tonight... In my testing, I could record 5 shows on the other tuners, but tuner 1 only showed the same channel it was on (it was an on-demand channel that I landed on by mistake, when I mis-keyed on the remote). It showed all black screen, and I could land on it while the other shows we're recording, but if I tried to change the channel or hit record while on it, it would prompt me to stop a recording on the second tuner to do so. I decided that I would try to get it "unstuck" on that channel by using the "test channels" option in the Cablecard menu, which did the trick... Once I had it on a "real" channel, I tested again...same result, though. Then I remembered TiVoMargaret's post about the disabling/enabling tuners earlier in this thread, and it decided to try enabling 6 tuners (even though they were all enabled, as far as being able to watch all 6, but just not record to all 6). Doing that seemed to do the trick, at least temporarily. I had every tuner on a different channel, and then proceeded to record a show on each to confirm. All worked, and they all recorded for several minutes (5+) before I stopped it and tested the recordings. Everything seems to be fine for now... Not sure how it got disabled, unless it was something TiVo pushed out if a cablecard was below a certain level, but I haven't seen that mentioned in this thread, and can't imagine that is the case...

    I doubt I will use 6 tuners at once, as I had added I back a couple of shows that had conflicted with the others I was already recording on the TiVo Premiere and Series 3, and I am only up to 5 shows at once on my busiest TV night (I think Thursdays, but to be honest, I have been using TiVo since 2000, and rarely even keep up with what night a show comes on anymore -- just watch it when it's on the box!). That all said, I believe there were others that had intermittent issues with 6 tuners on 1601, so I will just be doing some further testing while much of the TV-broadcasting world is in reruns or preemptive status awaiting the end of the Olympics. That should give me a couple of weeks to mess with it and ensure that I don't have any weird dead air shows, or change it back to using only 5 tuners if it does.
     
  9. Feb 15, 2014 #969 of 1187
    reneg

    reneg Member

    699
    0
    Jun 19, 2002
    I've been having an issue with my Roamio not recording random shows which sounds like what some others have been experiencing. When this happens, Tivo history shows "not recorded" and when I drill down, it says no signal. KMTTG Remote->Won't Record shows a list of shows under "No signal on Tuner 2" which are the shows that did not record. I can then go through the live tuners and find one with a black screen. Changing the channel on the tuner brings back the signal. I've called both Comcast and Tivo twice each and had two Comcast service calls. I thought I was ready for an escalation to Comcast_cares based on what I've read here and that I am in the Houston area so I sent an email.


    I got a call on Friday from Comcast relations. The Comcast relations guy had no clue about what a cablecard was nor what I was requesting in my email (cablecard FW update). He had called Tivo customer support about updating the Tivo firmware and was told that Tivo did not have any firmware updates. I almost starting laughing when he said that Tivo believes the forums are an unreliable source of information (these forums are better than both Tivo and Comcast support). After I explained the cablecard was provided by Comcast and plugged into the Tivo, he said he would pass my request on to the provisioning group and I should expect another call in a day or two because of the weekend. Waiting on the next call.
     
  10. Feb 17, 2014 #970 of 1187
    Rodney

    Rodney TiVo'd since 9/17/01

    92
    0
    Jan 26, 2002
    Houston, Texas
    So, with you and Andy having success, I emailed last night, and just now got a call back. The person didn't understand the issue, but promised to call me back in the next day or two with a resolution. Here's hoping they push the firmware out to me soon!

    -Rodney
     
  11. Feb 17, 2014 #971 of 1187
    premus

    premus New Member

    6
    0
    Feb 10, 2014
    What information did you include in your email to Comcast? I'm still trying to get the right person to notice it. I keep getting someone who says there is no firmware update. I gave them my Card SN and account number.
     
  12. Feb 17, 2014 #972 of 1187
    Rodney

    Rodney TiVo'd since 9/17/01

    92
    0
    Jan 26, 2002
    Houston, Texas
    I gave them the following:
    1. my CableCARD SL Number
    2. current firmware version
    3. the firmware version i wanted (1.5.3_F.p.1101)
    4. my account number
    5. a phone number to reach me
    I just got a call back!

    They have already pushed the firmware version out, and i just turned on all six tuners and rebooted. Tried different channels for all 6 tuners, and so far it looks good. Won't know for sure for awhile, but I feel optimistic!
    I want to thank others for posting that Houston was able to get the firmware update. Let us know if you are still going good.

    -Rodney
     
  13. Feb 17, 2014 #973 of 1187
    mwacosta

    mwacosta New Member

    21
    0
    Nov 27, 2006
    Just to let everyone know, it's been about ten days since I got the firmware update and I have had zero missed recordings and no issues with all six tuners. Everything is working great.

    I think some here were complaining about pixelation problems and I noticed some too, but it wasn't really that bad. Since the firmware update I haven't noticed any pixelation issues at all so maybe the firmware fixed that too.

    It's really great not having to worry about missing recordings anymore!
     
  14. Feb 17, 2014 #974 of 1187
    premus

    premus New Member

    6
    0
    Feb 10, 2014
    Thanks for the info. I hadn't included the SL number but rather the SN printed on the back of the card. I'll see if anyone responds this time.
     
  15. Feb 19, 2014 #975 of 1187
    Larock14

    Larock14 New Member

    1
    0
    Feb 13, 2014
    I am happy to say after 4 months of owning the Tivo Roamio Pro it is finally working correctly. I contacted Comcastcares_support@comcast.com per the instructions in a post a few pages back. I live in Merrimack, NH and was contacted the next day by someone in the Executive Customer Relations department for the Greater Boston Region. I explained the situation with my cable card having firmware version PKEY1.5.2_F.p.3001 and it needing version PKEY1.5.3_F.p.1101 to work correctly. I sent them a link to this forum showing that Comcast has done this firmware update for individual users so don't tell me it can't be done like your phone techs keep saying. I also sent along my serial number to speed up the process.

    So far so good, all six tuners working and no missed recording or black screens of death.

    Thanks to everyone before me for all the help and pointing me in the right direction.
     
  16. Feb 25, 2014 #976 of 1187
    jwbelcher

    jwbelcher New Member

    489
    0
    Nov 13, 2007
    Orlando, FL
    Just to close this issue out - my cable provider was able to identify and resolve the V58 / freezing issue on their end. The V58 error must also get displayed for issues in the channel stream. I now have no issues with 1.5.3.0601 -- all 6 tuners enabled.
     
  17. Feb 25, 2014 #977 of 1187
    HarperVision

    HarperVision TiVo's Italian Cuz!

    5,275
    3
    May 14, 2007
    Paradise...
    Can you elaborate on this? I also have that FW.
     
  18. Feb 26, 2014 #978 of 1187
    jwbelcher

    jwbelcher New Member

    489
    0
    Nov 13, 2007
    Orlando, FL
    Yep, I was getting V58 on one of the SDV channels I watch frequently. The issue was specific to this one channel as the majority of V58 / blackscreen issues were resolved with the TA firmware upgrade (STA1.0.0_1520_LF_F.1901) back in December.

    The V58 on this channel would occur once an hour causing the video to freeze up for 20 seconds, but audio would continue just fine. I hooked up SA cablebox and saw the freezing occurring on it too. At that point I figured it was not Tivo specific, but maybe related to the cablecard, since the cablebox was running the same fw version.

    About two weeks ago a tech come out to verify cable signals. He said the signal was fine and this issue probably was the cable feed coming from the hub. After hearing that, I asked a couple friends to see if they had the issue at their homes. They too had it on their rented boxes.

    We all went ahead and opened a ticket directly with BHNtechXpert and about a week later got a call from an engineer verifying the symptoms. The engineer mentioned it might be a problem with the carousel, but was forwarding the ticket to the video department. They closed the ticket later that day and I've not seen this issue since.

    With this said, I might experience an issue once a month or so where something odd occurs, but overall 1.5.3.0601 has been fine. I'd say these hiccups might slightly occur more frequent than on my TivoHD, but I did have these types of issues from time to time on it too. I still need to request the upgrade from Margret as I'm still on 20.3.7 now that this last issue is resolved.

    I don't really think this problem was ever an "authorization" issue though since audio continued and video recovered. Most folks that report a V58 authorization issue experience it when initially tuning the channel and it doesn't recover. However, if you experience this particular issue, you probably could verify it on your HDHomeRun Prime setup since the problem was somehow related to the signal feed.

    Btw, do you still encountering V58 or blackscreens after 20.3.8? Prior to the TA FW upgrade, I had all kinds of weirdness that was more than just blackscreens.
     
  19. Feb 27, 2014 #979 of 1187
    reneg

    reneg Member

    699
    0
    Jun 19, 2002
    A follow-up to my earlier post. I did not get a follow-up call from Comcast, so I send a follow-up email a week ago to Comcast_cares and still have not gotten a call back from Comcast. At this point, I'm not so sure they care. My recording problems persist.
     
  20. Feb 27, 2014 #980 of 1187
    cyberskier

    cyberskier New Member

    42
    0
    Mar 18, 2009
    I sent an email to Comcastcares_support@comcast.com, and within 4 hours I got a call from the executive support team. He had someone else either on the other end, or via messaging of some sort, because he asked if he could have the person push the firmware update then and there. I checked when I got home, and I had the new firmware. My email was pretty detailed, with all the info in the post from premus, above.
     

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