Tivo admits No Network Errors with Premiers

houstondave · 01-09-2011, 12:41 AM

Tivo CS says this is a "known issue" and when my Premier updates from 14.6 to 14.7 it should fix the problem. It did update last night and there is no improvement on all the errors.

I have had the Premier (refurb) for a couple of weeks. Has never been able to open up Video on Demand menu item. (Just closes as soon as selected) Have never been able to access YouTube, Rhapsody, Browse and Buy Movie Tickets, etc. I get to following error message. "Can't Run. An error occurred while running the application. Could not open url." Also when selecting HD Menus I get error message - "No Connection. Your Tivo box is not connected to the network. Some features will be unavailable until you restore your network connection."
Premier connects to Tivo for updates fine. Tivo sees and pulls up pics from my PC fine. Have ethernet connection to Premier and existing HD still working fine on wireless.
Also Premier sees the HD under the "old" name for the HD that has been sucessfully changed on the tivo.com for about a week.
Any insight or suggestions from the "experienced users"?
HoustonDave

bradleys · 01-09-2011, 01:37 AM

Is your TiVo hardwired or connected via wifi?

If it is wifi:

- Are you using the TiVo dongle or another brand?
- Are you using a N device on a G network?
- what is the signal strength reading on the Network Connection screen?

As you can tell, I suspect a network issue. I believe that you have connectivity, but That it is poor and there may be some interference somewhere.

houstondave · 01-09-2011, 02:49 AM

I ran an existing good and tested cable to the Premier.
It did the same with the TIVO G wireless usb adpater also.
Still puzzled.

bradleys · 01-09-2011, 03:27 PM

Well Dave... I still suspect you have a hardware problem. Either your network or the TiVo.

I would not expect a software update from TiVo to make any difference.

You said the TiVo was a remanned unit. Is it possible to return it as defective?

Can you attach a laptop to the ethernet cable to a laptop and test the connectivity? Go to YouTube etc... You prob will not see an issue, but it is worth a test.

bradleys · 01-09-2011, 03:29 PM

Well Dave... I still suspect you have a hardware problem. Either your network or the TiVo.

I would not expect a software update from TiVo to make any difference.

You said the TiVo was a remanned unit. Is it possible to return it as defective?

Can you attach a laptop to the ethernet cable to a laptop and test the connectivity? Go to YouTube etc... You prob will not see an issue, but it is worth a test.

houstondave · 01-09-2011, 06:50 PM

Great idea to test my cable. It worked perfectly on my notebook with my wireless adpater tunred off.
I am sure you are correct. It must be a Tivo hardware defect.

houstondave · 01-09-2011, 06:53 PM

It worked perfectly on my notebook with my wireless adpater tunred off.
I am sure you are correct. It must be a Tivo hardware defect.

ndirish2001 · 01-09-2011, 08:21 PM

I'm having the exact same problem with a brand-new Premiere box. It is unacceptable that TiVo can't seem to get its act straight with the Premiere software.

trip1eX · 01-09-2011, 08:53 PM

Incompatibility with certain network equipment from the sound of it.

houstondave · 01-09-2011, 10:57 PM

Quote:

Originally Posted by trip1eX

Incompatibility with certain network equipment from the sound of it.

I have an existing HD on the same network and it is working fine, meaning YouTube access, etc. Do you believe that the Premier has different network equipment requirements?

houstondave · 01-09-2011, 11:28 PM

In pursuing this issue I have had 3 occasions when Tivo CS has asked me to perform some actions and while doing so they put me on hold without asking and never come back on the phone. This night I held for 27 minutes and they never came back on.

Is this happening to others when talking to Tivo Customer Service?

JennyP · 01-10-2011, 01:11 PM

Regular TiVo CS will not be able to help you. You need a Customer Service Engineer who will take the time to look at your groups. You're missing one or a few. Try reaching out to TiVoJerry even though he's not in this role anymore he might be able to forward your request.

kckreardon · 01-10-2011, 02:14 PM

Experiencing the exact same issue with 2 new Premier units. One hardwired, the other wifi. Netflix works just fine however. This has been occuring for about 1 week. Would love to hear if anyone resolves this issue.

trip1eX · 01-10-2011, 03:37 PM

Quote:

Originally Posted by houstondave

I have an existing HD on the same network and it is working fine, meaning YouTube access, etc. Do you believe that the Premier has different network equipment requirements?

Well that would be the spin Tivo would put on it. :P

But no probably a bug. But one that doesn't affect many users since this problem does not seem universal or close to it.

And so then you have to look at the difference in setups between the users and the difference that would mean anything in this case would seem to be what's on the network all the way up to the ISP's local facilities.

Either that or there is a batch of Premieres with faulty or deficient network hardware of some sort.

Bu the troubleshooting would involve elminating the router from the network. Connecting directly to the modem. Then eliminating the modem. (trying a different one.) And then eliminating the ISP.

One way to test is bring it to the home of a friend or family member and see if it works and if it does or doesn't then note the differences in network setup.

And getting a different Premiere on your network and seeing if it works.

JennyP · 01-10-2011, 03:49 PM

I wouldn't bother with any network testing, as I can pretty much promise it is a backend TiVo corp setting. This is not going to be a hardware issue.

houstondave · 01-11-2011, 04:21 AM

Thanks for the suggestions. Two days ago I did eliminate the router by allowing the Tivo to obtain its on IP directly from the cable modem. This did not fix the problem, however network access for updates still works fine.
Note:
The other HD on the network is working fine by accessing YouTube, etc.

skeevee · 01-16-2011, 11:17 AM

Quote:

Originally Posted by houstondave

Tivo CS says this is a "known issue" and when my Premier updates from 14.6 to 14.7 it should fix the problem. It did update last night and there is no improvement on all the errors.

I have had the Premier (refurb) for a couple of weeks. Has never been able to open up Video on Demand menu item. (Just closes as soon as selected) Have never been able to access YouTube, Rhapsody, Browse and Buy Movie Tickets, etc. I get to following error message. "Can't Run. An error occurred while running the application. Could not open url." Also when selecting HD Menus I get error message - "No Connection. Your Tivo box is not connected to the network. Some features will be unavailable until you restore your network connection."
Premier connects to Tivo for updates fine. Tivo sees and pulls up pics from my PC fine. Have ethernet connection to Premier and existing HD still working fine on wireless.
Also Premier sees the HD under the "old" name for the HD that has been sucessfully changed on the tivo.com for about a week.
Any insight or suggestions from the "experienced users"?
HoustonDave

I've got the exact same issue. Tivo CS isn't able to help - I tried everything you tried, and more. I used TCPDUMP on my router to analyze the network traffic. When going to HD menus, tivo downloads a bunch of XML files successfully, mostly lists of available apps, etc.

Not sure where to go from here. Back in September, Tivo CS told me it's a known issue and will be fixed with the next software update (which didn't fix it). Based on what they said, I went ahead and got rid of my cable box, got a cable card, added HD to me contract, etc.

I can't simply go back, but I also still can't use all the advanced features of the Permiere, especially Netflix and Youtube were features I was looking forward to.

houstondave · 01-16-2011, 11:48 PM

Sorry that others have to experience that same problems on their Premier.
A symptom I noticed is alsow this; everytime I select Video on Demand the screen pauses for a second and then goes back to the main menu.
Does your Tivo do the same?

dlfl · 01-17-2011, 12:39 PM

Quote:

Originally Posted by houstondave

Sorry that others have to experience that same problems on their Premier.
A symptom I noticed is alsow this; everytime I select Video on Demand the screen pauses for a second and then goes back to the main menu.
Does your Tivo do the same?

The HD has a problem that it loses contact with VOD and Netflix and the cure is to force a connection to mother TiVo. Netflix returns to the NPL menu very soon after the connection starts.

skeevee · 01-17-2011, 05:36 PM

Quote:

Originally Posted by houstondave

Sorry that others have to experience that same problems on their Premier.
A symptom I noticed is alsow this; everytime I select Video on Demand the screen pauses for a second and then goes back to the main menu.
Does your Tivo do the same?

Yes, Sir

fven2ra · 01-18-2011, 02:39 PM

[quote=houstondave;8317058]Tivo CS says this is a "known issue" and when my Premier updates from 14.6 to 14.7 it should fix the problem. It did update last night and there is no improvement on all the errors.

I have had the Premier (refurb) for a couple of weeks. Has never been able to open up Video on Demand menu item. (Just closes as soon as selected) Have never been able to access YouTube, Rhapsody, Browse and Buy Movie Tickets, etc. I get to following error message. "Can't Run. An error occurred while running the application. Could not open url." Also when selecting HD Menus I get error message - "No Connection. Your Tivo box is not connected to the network. Some features will be unavailable until you restore your network connection."
I have been having the same exact problem for the last 2 days. My Premier is new and between Christmas and now, it has been working fine. I've been using Netflix, Amazaon, etc. I've rebooted numerous times and "connected to TIVO service" numerous times also.

houstondave · 01-20-2011, 11:56 PM

I have been having the same exact problem for the last 2 days. My Premier is new and between Christmas and now, it has been working fine. I've been using Netflix, Amazaon, etc. I've rebooted numerous times and "connected to TIVO service" numerous times also.[/quote]

houstondave · 01-20-2011, 11:57 PM

Have you had any input from customer service. If so what are there suggestions for you?

skeevee · 01-22-2011, 08:02 AM

Quote:

Originally Posted by houstondave

Have you had any input from customer service. If so what are there suggestions for you?

They basically blame my home network, because I have a switch the TiVo is hooked up to. I know that's not the problem and even used tcpdump to look at the TiVo traffic.

shwru980r · 01-22-2011, 09:02 AM

Return the Premiere for a refund before your 30 days are up.

skeevee · 01-23-2011, 03:36 PM

Quote:

Originally Posted by shwru980r

Return the Premiere for a refund before your 30 days are up.

The 30 days are up and I kept it, because they were certain that the software update would fix the issue.

Tweety_pbe98 · 01-23-2011, 10:54 PM

I wanted to chime in that I am having the same problem.

The first CS I spoke to kept blaming my firewall. The second blamed my ISP (fios with the Actiontec router). He suggested that tivo is about to start lawsuits against ATT and Verizon for closing ports. Overall, they were remarkably unhelpful, even more so than most level 1 CS. Neither seemed the least bit concerned with solving my problem, only shifting the blame.

sts1 · 01-23-2011, 11:32 PM

I've been having the same problem on and off for about six weeks. The last fix suggested by the TiVO customer service agent has (mostly) worked.

First, delete all guide data.
Second, unplug Series 4 for at least fifteen minutes.
Third, force a connection to reload guide data.

That has solved the internet connectivity problem.

It has created two other problems, though. First, the TiVO didn't recognize that there were new shows coming on for which season passes had been created (before the guide data was deleted). The only way I could solve this problem was to delete the season passes and reinstall them manually.

This created one other problem, which is that new recorded shows are not being grouped in the same folder with the old shows, for example, I now have two folders for "How I Met Your Mother".

My cable provider has changed channel numbers for many broadcasters but I don't think that is the problem. I think it is that the TiVO sees them as completely different programs for some reason.

Anyway, that did solve my problem with not being able to use the HD menus. It wasn't a perfect solution, but it's something!

sts1 · 01-23-2011, 11:36 PM

if anyone has thoughts on the folder issue, please let me know.

Tweety_pbe98 · 01-24-2011, 11:52 AM

Quote:

Originally Posted by sts1

First, delete all guide data.
Second, unplug Series 4 for at least fifteen minutes.
Third, force a connection to reload guide data.

I just tried this solution and it didn't work for me.