New TiVo HD losing all channels - getting gray screen on cablecard

RoyK · 12-14-2008, 01:15 PM

I know this has been discussed before but not lately. (except in one thread which has a title that doesn't describe the problem). I have a brand new TiVoHD and am on my third cablecard (Motorola M-Card). After getting the card paired it works fine for up to a few hours and then all cable channels are gone leaving only gray screen video and no audio. Menus work ok. Guide works OK. OTA channels are fine.

Programs recorded while gray screen in effect have gray screens. Programs recorded when its working play normally even when its in the gray screen mode.

If I have the cable co "Hit" the card it starts working again for a few hours then loses channels again with same symptoms.

TiVo CS (3 calls, 3 reps) claims to never have heard of such a thing. Cable company (Jetbroadband) insists levels are fine. They've been here 4 times so far. SNR is 31-33 on TiVo (when its working) and on cable company's meter - even when its not working!.

HELP!!!

Edit: Software is at version 11. Was NOT having the problem with 9.4b!

OTA channels OK when cable channels gone. Cable works fine on analog channels if I take out the cable card.

toy4x4 · 12-14-2008, 02:02 PM

If you reboot the box do the channels work again?

Have a external drive?

Version 11 software?

I've been having problems where I lose all my channels and have to reboot. I doubt it is the same problem because I don't get a gray screen.

RoyK · 12-14-2008, 02:13 PM

Rebooting does not bring the channels back. I do have an external drive. TiVO is running V11 software.

lafos · 12-14-2008, 08:36 PM

Are you doing a hard (plug) or soft (menu) reboot? Did you consider trying s-cards (just in case)?

RoyK · 12-14-2008, 08:42 PM

Quote:

Originally Posted by lafos

Are you doing a hard (plug) or soft (menu) reboot? Did you consider trying s-cards (just in case)?

I've done both. s-cards are not available.

RoyK · 12-15-2008, 12:38 PM

Still having the problem. Updated my OP to add the info that this problem was NOT occurring prior to the V11 update!

lysdexia · 12-15-2008, 02:02 PM

I'm having the same problem with the grey screen on all channels since the December update on the HD tivos and I have standard cable with no cable cards. This has trashed a lot of my season pass recordings so I hope they fix it soon.

RoyK · 12-15-2008, 02:40 PM

If you haven't already done so (or even if you have) please call TiVo and report the problem. get a case number.

1-866-986-8486

AKThunder · 12-15-2008, 03:07 PM

Quote:

Originally Posted by lysdexia

I'm having the same problem with the grey screen on all channels since the December update on the HD tivos and I have standard cable with no cable cards. This has trashed a lot of my season pass recordings so I hope they fix it soon.

I am getting this same problem. I really want to know what is going on

RoyK · 12-15-2008, 08:36 PM

Quote:

Originally Posted by Kriever

I am getting this same problem. I really want to know what is going on

I want it fixed! This Version 11 update has rendered my TiVoHD useless since most of what we watch is on the digital channels.

ignipotentis · 12-18-2008, 01:28 PM

I have this problem with a brand new unit and no cable cards installed. Will gray screen after a while Rebooting tends to bring the video back.

scantor · 12-18-2008, 02:38 PM

Same problem here (all channels, or occasionally all but the analog), usually fixed by CC eject/insert.

I assumed it was a local issue because I've had signal strength issues (too strong) causing me trouble, but this is much more widespread and matches the timing and descriptions of others. I'll call Tivo as was suggested. Sounds like a major bug in the update.

rmorton0573 · 12-18-2008, 02:45 PM

I had this problem before, but it has been a while, it would go to grey screen and not do anything, my issue was with the cable card, so what I did was remove the card, and reboot, when the Tivo came back up I reseated the card, and rebooted again, this fixed my issue and I have not had it since (knock on wood).

RoyK · 12-18-2008, 02:48 PM

Quote:

Originally Posted by scantor

I'll call Tivo as was suggested. Sounds like a major bug in the update.

Please do. And insist on getting a case number and that they bump the problem to second tier support.

toy4x4 · 12-18-2008, 06:33 PM

I have had the issue again yesterday and today even after having the Cable Co re-auth and re-pair my CableCards. I called the Cable Co again today and they sent out two guys. They did some stuff outside which really was not a issue and then came in and started working on the Tivo. First they checked the signal strength/quality which was fine at the box. They then took down all the info from the CableCard screen and the serial numbers off the S-Cards. They called up and after while they stated that the first card was no longer paired. They worked through that one and checked the second and stated it was not paired either.

So we'll see if that fixes it. If not I will call the Tivo CableCard Hotline again as I will be convinced it is something with the box not the CableCards. Once again this is on a Series3 and my Tivo HD works fine....

slrdc · 12-18-2008, 07:29 PM

I'm having the same problem and opened a case with TiVo. 1041187 is my case number and it is escalated.

ignipotentis · 12-18-2008, 09:25 PM

I don't have cable cards yet. I'm on hold now. I already have a case number. They told me at first I had to update to version 11.x before they would do anything else. Well, I've done that and no joy. I still have issues.

ignipotentis · 12-19-2008, 02:34 PM

Well, TiVo support was helpful for me. After going through the everything and verifying, they are shipping me a new unit. Since mine is only a coupe of days old, they said I'm getting a new one in place of a refurbished one. Fingers crossed!

RoyK · 12-19-2008, 03:25 PM

Quote:

Originally Posted by ignipotentis

Well, TiVo support was helpful for me. After going through the everything and verifying, they are shipping me a new unit. Since mine is only a coupe of days old, they said I'm getting a new one in place of a refurbished one. Fingers crossed!

Ditto here. Just got off the phone with them (again). New one on the way. Let's hope....

lettie23 · 01-03-2009, 12:17 AM

We've had our Tivo HD for about a year with no problems (after the pain in the neck initial cable card setup), but for 3 weeks now our channel map has randomly disappeared and our tv goes to black screen when the channel is changed or when the Tivo tries to auto-record. Jetbroadband replaced our Motorola m-card the first time we called and it worked for about an hour. The second time I called, they sent someone different who told me it's an issue with Motorola and the Tivo and they are working on it and every time I want to watch tv, to call them and have them send a hit. So, every time we call, we have to explain the entire thing and they always tell us they're "working on it". I've called Tivo twice also, and they insist it's something Motorola/Jetbroadband has to fix. All this time, we just try to leave the tuners on the 2 channels we hope to watch the most and as long as we don't change any channels, they don't disappear.

Now I'm wondering about v11 since the timing seems right. Our CableCard FW Version says: 02.65, 02.01, 03.25. Does anyone else have newer firmware with the same issue? I wonder if the compatibility problem lies there.

RoyK · 01-03-2009, 05:44 AM

We must be neighbors.
I've received TiVo #3 (for which TiVo put a $314 charge on my credit card for a refurb that they are selling for $179!) and its having the same problem. I get the same story from JetBroadband. And to be fair they have been great - they are as frustrated with the issue as we are.

I do know that the Radford office has bought a TiVoHD to troubleshoot the problem and they are seeing the same thing on it that you and I are seeing.

My cablecard is showing the same FW versions as yours.

I had my hopes up yesterday when, after I had them send a hit to my card, everything worked great for an hour and a half. Then I changed channels one more time and, well, you know.

In one of my half dozen calls to TiVo the CS rep told me that she would set up a conference call the next morning with me and JetBroadband to try to resolve the problem. This, of course, must have been just a line to get me off the phone because it never happened.

So here we are - TiVo says its a Jetbroadband problem, Jetbroadband says its a Motorola problem, Motorola says its a TiVo problem and we are stuck with bricks instead of the working equipment we paid for.....

I still maintain that this became an issue only after the TiVo(s) upgraded to Version 11. Your experience lends some weight to that.

proudx · 01-05-2009, 11:49 AM

I'm seeing the grey screen on some OTA channels when first tuning. This started with v11 for me as well. If the channel is slow to tune, switch over to the dvr diagnostics and can see rs uncorrected going sky high.

ljr · 01-08-2009, 11:39 AM

I am also seeing this issue. when I do a soft reboot the channels come back.

I have version 11 and an external drive (The TIVO approved MyDVR)

elstonhill · 01-08-2009, 11:53 PM

I have been having the same problem for several weeks following the update. It worked perfectly the first month.

TIVO blames the Cable Company. Says it must be the card OR the signal. My Cable Company (WAVE Broadband) was wonderful. They sent someone out to check the signal. He found the signal was good. So, he said he had solved the problem for another customer by putting in two Single cards instead of the M card. He said he had only one card so he replaced my card and another tech came out two days later with another single card. Guess what. The replacement cards were both M Cards. They can not tell the difference between a single card and an M card. He took the second card.

OK, so I have a new M card and guess what. The problem persists.

I am getting worn out by all this plus I have missing shows.

RoyK · 01-09-2009, 01:39 PM

Quote:

Originally Posted by RoyK

Ditto here. Just got off the phone with them (again). New one on the way. Let's hope....

Update.

The refurb had the same problem with gray screens on v11 software. It updated before I could really try 8.1 that came on it.

JetBroadband has jumped through every hoop trying to get the thing to work. The refurb is going back to TiVo today so I can get the $314 they charged to my credit card (for a refurb with no accessories!) credited back.

A follow-up call to TiVo today (7th call) revealed that the CS Rep's promise to me of referring the problem to 2nd echelon was NOT kept. So far that's two committments TiVo has made to me (first was to set up a conference call between them, me, and JetBroadband -- TiVo's idea, not mine) that they neglected to keep.

hogateb · 01-10-2009, 12:44 PM

Been lurking here a while trying to find a solution to the issues that are discussed here. Cable Cards (Motarola) installed on TiVo HD on 12/22 by Cox of Northwest Arkansas tech (4 hour goosechase for another post). Same issue with gray screen on analog channels. Called TiVo CS on 12/23 and was told that the engineers are working on it. I let it ride until yesterday, 1/9.

Called again and they had to completely research the issue again as though I had never called in before. TiVo told me the same line about the engineers are working on it, there is no ETA to a fix blah, blah. Escelated it to another level and was told that it is probably the TiVo box because this rep had only heard of this issue one other time. Returned it and exchanged it. Activated the new box last night 1/9, all is good without cable cards last night. Decided to install cards this morning. Inserted and called Cox customer service and was told that they cannot set them up, and that a tech has to come out for another install $$$, so that they can call and tell the person on the other end of the phone the exact same numbers that I can! Doubt it will fix the problem, very dissappointed in TiVo and Cox at this point in the game. Seems as though Cox has to support the cable cards the same as they would their box. They even said that they cannot support cable cards over the phone, but they could do everthing to their box!

lettie23 · 01-14-2009, 06:46 PM

Well, I've been waiting and hoping they would come up with a solution since calling doesn't seem to do much good. Finally yesterday Jetbroadband called to say Tivo might have a solution. Told me to talk with them and tell them it's level II and Austin is the lead contact on this issue. I called Tivo last night and talked with a pretty helpful person (Austin wasn't there) who said they have had some luck with pulling the cable card just far enough out that it isn't recognized and going through the guided setup (select will install cable card later). After the setup is over, re-insert the card. It actually worked long enough we got to watch a few of our shows and record them. Then at about 11pm (when there is no one to talk to), the channels disappeared. The Tivo rep had also said a restart will usually make the channels come back temporarily, so I tried that and it didn't work - got the acquiring channels screen. So frustrating!

Tonight, it was still acquiring channels, so I called Tivo and spoke with someone extremely unhelpful who insists it's a cable card issue and it couldn't be their software vs Motorola b/c that would be too widespread. I tried to tell him there are people from all over talking about this on the internet. He told me to have a new cable card put in (I tried to tell him we did this already). Anyway, I lucked out for the moment b/c the channels randomly came back while I was on the phone with him. Guess I'll wait and see if they disappear again (which I'm sure they will). When it does go out again, I'm going to keep trying until I get to talk to Austin. It's too bad you can't always talk with someone helpful and informative. If anyone else finds a solution (besides trading in Tivo for something else), please let us know.

RoyK · 01-14-2009, 08:32 PM

I sent the replacement HD that TiVo sent me back because it had the same problem as the original one. I put the card back in the original, emailed JetBroadband and had them pair it back to the old one and send it a hit. Got it working for a half hour or so then back to gray screens on ALL channels except OTA and the message saying I need a cable card.

Also like you it will come back in a couple of hours (I think that JetBroadband's computers must send periodic hits to the boxes) but lose it again when I change channels.

Restart doesn't help mine either.

Jetbroadband also told me to contact TiVo level 2 and ask for the person who has been working with them on the issue. Got sidetracked for a couple of days by a family emergency but will get back on it tomorrow. Like you, I don't expect any help from TiVo but we'll see what happens. I'll report back.

hogateb · 01-14-2009, 10:00 PM

Just an update to the TiVo/CableCard/Cox Communications issues going on in NW Arkansas. Tech came out on Monday, installed the cards, they paired just fine and he was in and out in less than 15 minutes. An hour or so went buy and card in slot 2 was not authorized. Called Cox, they sent a second hit and it has been working ever since. Able to view all channels analog and digital without issue for the past 48 hours. What would blow it up before for me was to record an analog channel. Still looking good.

Sounds like a replacement as a fix is hit or miss. I am trying to break it to get the gray screen issue, but I hope it stays working.

I will post an update later this week as to what is going on. Good luck to everyone else with this pesky issue.

Leocatz · 01-15-2009, 01:04 PM

Facing the same issue while trying to help a friend with the initial set up of a new HDTivo box and Charter Cable. One M card installed. After allowing all initial info to DL from Tivo and running the set up a second time we have signals on 0-99, and some of the HD channels - but the grey screen on all Premium channels (SD and HD) and several of the HD cable channels (e.g. TNT, History). Tech is coming back on Sunday, but after reading this thread I'm skeptical of a solution. But I will try the remove - reboot - reinsert - reboot option suggested above before he comes. Thanks to all who post - even though it makes me crazy reading them. I actually starting to reflect fondly on the 3 OTA channel days. (yeah, I'm getting old). Geoffrey