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Tuners 5 and 6 Not Authorized

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

  1. Speed13b

    Speed13b Speed

    6
    0
    Sep 17, 2007
    Central Mass.
    Posted in a Charter forum also...

    After two months of banging my head against the wall with Charter customer support attempting to get a firmware update for my Roamio Plus, I finally had enough and filed an FCC complaint last week. I wasn't sure what would happen, but yesterday I received a phone call from Charter corporate telling me they have the complaint and one of the reps from my local office (Central Massachusetts) would call to address the issue. Later that day, the rep called and let me know they'd be in touch with me the next day to attempt a fix.

    Today they called, told me they were ready to update the firmware, and asked that I turn the TV on to let them know if the "cable card firmware updating" banner appeared. It did, the card started updating. The rep told me it should take about 10 minutes and that they would call back to check on status. 10 minutes later, the update completed and I was able to assess the changes. I enabled all 6 tuners and whaddya know...they all worked! The firmware version of the card is PKEY1.5.3_F.p.1101, build date June 06 2013.

    Charter called back and confirmed all was well, the Massachusetts folks were outstanding throughout...if you can get the local tech reps to help with these it'll make a big difference.

    The rep stated firmware upgrades would be rolling out in a few months but they did mine today, first one they had pushed (based on the complaint of course).

    Bottom line...6 tuners all work and Charter CAN push this update.
     
  2. pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    That is excellent news to hear! I'm in Southern California where Charter just completed it's All Digital conversion 3 days ago.
    I've been running with 5 tuners only on my Roamio Pro because of outdated firmware that no one at Charter seems to know how to up date.

    Can you provide as some info on where at what you included in your FCC complaint?
     
  3. Speed13b

    Speed13b Speed

    6
    0
    Sep 17, 2007
    Central Mass.
    You can submit the complaint at http://www.fcc.gov/complaints. One of the complaint types is broadcast tv/cable/satellite issues and within that section there's a cable card issue selection.

    I just laid out the problem...the Tivo supports 6 tuners, I have a Cisco cable card, yet my cable company has not upgraded the firmware to support 6 tuners. I copied/pasted the min requirements for 6 tuners from Tivo (via their support page) and also put what firmware version I was running.

    I got a call from Charter within 1 week of submitting, not knowing what to expect I was surprised at how quickly this happened. The local folks called me quite a few times while working to schedule the fix.

    Unrelated question...with your all-digital conversion complete, do you still need a tuning adapter?

    Hope this helps!
     
  4. pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    Thanks for the information, that is what I needed to know!

    The TA is still required after the All Digital conversion here in SoCal... I have read that Charter is working toward eliminating the TA's, but nothing official from Charter yet.

    Update:
    FCC Complaint Filed!

     
  5. Speed13b

    Speed13b Speed

    6
    0
    Sep 17, 2007
    Central Mass.
    Good luck!

    After 2 days of use with the new firmware the Roamio seems stable and is receiving on all tuners...I haven't had anything not record, but haven't stressed it yet. When I have time I'll record encrypted channels on all tuners and see what happens, but so far so good with the new firmware.
     
  6. pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    In my experience, failures can take as little as a few hours to as much as week to show up, can make confirmation of a fix a bit frustrating... Sounds like you are in the clear now as the 153.1101 fix seems to be the final answer to this ongoing nagging problem.
     
  7. dramsey

    dramsey New Member

    5
    0
    Nov 19, 2008
    Sigh. I have a new Motorola Cablecard, firmware 6.25, and still can only use two tuners on my new Roamio Plus. Tivo Chat suggested it could be a tuning adapter issue. Anyone seen anything like that?
     
  8. dramsey

    dramsey New Member

    5
    0
    Nov 19, 2008
    Never mind. Power-cycling the tuning adapter cured it. All six tuners working now.
     
  9. pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    OK that was weird. Been running with 5 active tuners for several months,noticed I wasn't able to tune NBC tonight and discovered all 6 tuners were active?
    Set the codes to 5 tuners again and am receiving as expected again. I did have to unplug the TiVo yesterday am as nothing was showing on the screen but the TiVo was blinking when I used the remote... Weird...
     
  10. Apr 4, 2014 #1010 of 1187
    pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    Update on my FCC complaint filed last Saturday:

    Sometime since yesterday (04/02/2014) the firmware on one of my Charter Cisco CableCards was upgraded from PKEY1.5.2_F.p.1601 to PKEY1.5.3_F.p.1101 Yeah!

    Unfortunately Charter upgraded the cablecard that is in my 4 tuner Roamio, and not my 6 tuner Roamio Pro, Doh!

    I had to call Charter Tech support after the upgrade as all channels were no longer authorized on the upgraded cable card. Charter Support had no idea who or how the firmware upgrade occurred or who to contact to upgrade the firmware on the cablecard that needs the upgrade.... They claimed there was no record of any activity on my account, yet I got the Firmware upgrade...

    At least I know that someone at Charter in Southern California has the PKEY1.5.3_F.p.1101 firmware upgrade and is able to push it, just no one in tech support knows who the "Masked Man" is....

    Apparently filing an FCC complaint does trigger some sort of action with Charter. It would have been nice if Charter had contacted me when they decided to push the firmware upgrade. I could have verified the correct box was receiving the update and notified them that all channels were no longer authorized, something I would think they would like to know about if they are planning a larger scale roll out of PKEY1.5.3_F.p.1101 in the future. I could have also thanked them for their help!
     
  11. Apr 4, 2014 #1011 of 1187
    DigitalDawn

    DigitalDawn Member

    181
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    Apr 26, 2009
    Jupiter, FL
    I would switch cable cards between the two machines.
     
  12. Apr 4, 2014 #1012 of 1187
    pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    Yes, that is my thought also now that the updated card seems to fully authorized and functioning! I guess I'll need to contact Tech Support again to re-pair the cablecards to their new homes. I'll wait till after the weekend just in case Charter magically updates the other card...
     
  13. Apr 4, 2014 #1013 of 1187
    tivohaydon

    tivohaydon New Member

    186
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    Mar 24, 2001
    Anyone having success on Cablevision? A family member has a Roamio and getting frequent V53/58 errors with failed recordings. According to everything I've read here the firmware is up to date with something that supports 5/6 tuners and I signed up the Roamio for early access to the spring update. I was hopeful that the spring update would contain some fixes but nothing seems to have improved.
     
  14. Apr 4, 2014 #1014 of 1187
    TivoQueensDad

    TivoQueensDad New Member

    54
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    Jan 24, 2005
    NJ
    I have Cablevision and had not had any issues using 6 tuners in a while.
     
  15. Apr 4, 2014 #1015 of 1187
    djev

    djev New Member

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    Jan 12, 2014

    That is exactly what I did, we have four CC and they upgraded two, neither was in a Roamio....
     
  16. Apr 4, 2014 #1016 of 1187
    pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    Any tips on swapping the CC's? Swap them first then call Charter??
     
  17. Apr 4, 2014 #1017 of 1187
    AdamNJ

    AdamNJ New Member

    387
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    Aug 22, 2013
    Dunellen, NJ
    Still working great for me as well, all 6 tuners work fine.

    Even though the update was rolled out to everyone, you should still check the software version on the card, as it is possible it failed to updated.
     
  18. Apr 5, 2014 #1018 of 1187
    tivohaydon

    tivohaydon New Member

    186
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    Mar 24, 2001
    Thanks for the Cablevision feedback folks. I didn't see Cablevision commenters here for a while so I assumed things were fixed but wanted to double check.

    The CableCard firmware is the correct version so I'm guessing it's either the CableCard itself or the signal. We'll see.
     
  19. Apr 5, 2014 #1019 of 1187
    djev

    djev New Member

    30
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    Jan 12, 2014
    Check this out http://www.tivocommunity.com/tivo-vb/showthread.php?t=515928 it goes through exactly what happened with mine and what I did to solve it. Just to note, I haven't had any problems since and the 803 cards have still not updated. I took pictures of all cards so I had all the numbers handy when they asked.
     
  20. Apr 7, 2014 #1020 of 1187
    pshivers

    pshivers Retired!

    162
    1
    Nov 4, 2013
    Alhambra, CA
    Thanks! That is exactly what I just did, the pictures came in handy while talking to Charter!

    The cards are swapped and activated, it took less than 15 minutes! I have punched in the 6 Tuner code for my Roamio Pro and rebooted the box. Verified that all 6 tuners are receiving and recording, now it's just a matter of waiting for it to fail or not to fail! I've gone as long as 6 days in past before I noticed any 6 tuner failures and as little as 3 hours. But I have a real good feeling my 6 tuners not authorized problems are now a thing of the past!

    I did talk to my Charter Tech Guy today, it seems Charter just received a large order of NEW Cisco CableCards that come with firmware PKEY1.5.3_F.p.1101 already installed. He is seeing zero problems on 6 tuner Roamios with these new cards, (Duh, Imagine that?! -lol-)

    I'll post again in about a week and report how things are progressing! :)
     

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