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TiVo Premiere + Cisco TA = Help

15K views 73 replies 24 participants last post by  herbman 
#1 ·
So anyway, I got a TiVo Premiere for my Dad as a Father's Day gift. Cablevision comes and installs cablecard and tuning adapter on Thursday, 6/24/2010. However, the tuning adapter kills the signal. Technician tries to resolve issue but tells me to do guided setup again and left. Did guided setup, no dice, I call back. Another technician comes in on Friday, 6/25/2010. We go through 3 tuning adapters that day and no dice. He also changed the splitters and F-connectors around the house (Only two splits) but still no dice. Took 5 hours of his time and he left. Called for another technician and he comes in on Sunday, 6/27/2010 and go through two tuning adapters. He knew what he was doing as he had a more detailed version of the Tuning Adapter installation instructions. Once again, no dice. Out of all visits, the only result I have gotten out of each visit is the "Acquiring Channel Information" screen and no progress. What should I do? I have exchanged the tivo premiere boxes twice and the tuning adapters 5 times. All installed correctly (blinking light, wait for no more blinky, call, wait 15 min, solid light, connect usb, wait 15 min). I know it is a constant issue with the Cisco tuning adapter (STA1520) but after so many tech visits (awaiting tomorrows visit 6/28/2010), I am about to give up the whole thing and return the TiVo premiere. This is too much stress and after 5 TAs, I think it is ridiculous to keep wasting my time on TA after TA with no luck. I have international channels that we have in our subscription and without the TA, I do not get them. Please help me troubleshoot my misery before I do the drastic.

This is what I have done so far:

-Replaced Tuning Adapter (x5)
-Restarted TiVo and Tuning Adapter
-Switched USB cables and ports
-Switch coax cables
 
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#2 ·
Could you please describe what you mean by the TA kills the signal? Are you getting some channels with the cable card or not? What are the results of the Tivo diagnostics?
 
#3 ·
In my experience the boot order is a little flaky--best guess is that the implementation of the SerialLink protocol on the TA is the culprit. Power down both devices, then power up the tuning adapter, wait 30 seconds or so, and then power on your TiVo. If I power up the TiVo first, then the tuning adapter, or both at the same time I get hung on the 'Acquiring Channel Info' screen also.
 
#4 ·
Could you please describe what you mean by the TA kills the signal? Are you getting some channels with the cable card or not? What are the results of the Tivo diagnostics?
I am not receiving any channels, it just boots me to the "Acquiring Channel Info" screen. I haven't actually looked at the TiVo diagnostics. If I were looking for something in the TiVo diagnostics, what would it be?

In my experience the boot order is a little flaky--best guess is that the implementation of the SerialLink protocol on the TA is the culprit. Power down both devices, then power up the tuning adapter, wait 30 seconds or so, and then power on your TiVo. If I power up the TiVo first, then the tuning adapter, or both at the same time I get hung on the 'Acquiring Channel Info' screen also.
I will actually try that, i will respond with the results.

If anyone else knows any other ideas, please help!
 
#5 ·
Had to reschedule Cablevision appointment today due to unfortunate circumstances. Still have "Acquiring Channel Info" issue. Anyone have any other suggestions or any numbers I should look at when going through diagnostics for the TA (give me a range for the numbers as well).

By the way,

, In my experience the boot order is a little flaky--best guess is that the implementation of the SerialLink protocol on the TA is the culprit. Power down both devices, then power up the tuning adapter, wait 30 seconds or so, and then power on your TiVo. If I power up the TiVo first, then the tuning adapter, or both at the same time I get hung on the 'Acquiring Channel Info' screen also.
I had no dice wit this method.
 
#6 ·
Did they try a different cable card? That may be your problem. Bypass the tuning adapter completely and if the problem is still there it is the cable card. They should give you a different card regaurdless just to be sure. It is a multistream card installed right?
 
#7 ·
Did they try a different cable card? That may be your problem. Bypass the tuning adapter completely and if the problem is still there it is the cable card. They should give you a different card regaurdless just to be sure. It is a multistream card installed right?
Yes, this is a multistream cablecard. Is this what my problem was all along???? Because, my M-Card seems to be working fine, it's only when my tuning adapter is connected that I get the "Acquiring Channel Information" Screen.
 
#8 ·
So which channels are you getting when the TA is not connected? Analog only or Analog and some Digital?
 
#9 ·
Yes, this is a multistream cablecard. Is this what my problem was all along???? Because, my M-Card seems to be working fine, it's only when my tuning adapter is connected that I get the "Acquiring Channel Information" Screen.
Multi stream is the correct card to use. They should try a different card regaurdless to eliminate any chance it is not working correctly.
 
#10 ·
I had no dice wit this method.
Bummer. Sounds like maybe your TA isn't authorized on the cable company's end of things (eight blinks?), or it's not got a good connection to the headend on the signaling channel. Although, given the # of visits you wrote about that either means it isn't the problem, or your cable company is run by 5 year-olds.

If you search the forum--somebody at some point a few years ago posted a link to the diagnostics manual for the Cisco TAs. If you can find it, you should be able to go through it and figure out what the problem is so you can clue your cable company in on it.
 
#11 ·
Bummer. Sounds like maybe your TA isn't authorized on the cable company's end of things (eight blinks?), or it's not got a good connection to the headend on the signaling channel. Although, given the # of visits you wrote about that either means it isn't the problem, or your cable company is run by 5 year-olds.

If you search the forum--somebody at some point a few years ago posted a link to the diagnostics manual for the Cisco TAs. If you can find it, you should be able to go through it and figure out what the problem is so you can clue your cable company in on it.
Yea solid green light. I saw the guide before making this post and I have none of those issues actually...it's just stuck at acquiring channels. I just wish Cablevision would use the Motorola tuning adapters instead of the Cisco/SA adapters. I remember using Motorola tuning adapters on an old TV from FiOS when I had them in the past and it worked like a dream.

Heck, I even exchanged the TiVo box at Best Buy just to see if it was the box and still no dice after rebinding the cable card and tuning adapter with a call to the company.

For my first time experiencing TiVo, it has been very unpleasant and i've lost sleep watching these forums for a solution lol.

So which channels are you getting when the TA is not connected? Analog only or Analog and some Digital?
I am actually getting most of my subscribed channels except for a few showtime, starz, encore channels. Also, all the international channels which I subscribed to (Filipino Package) are not available. And I know those use switched digital. When the TA is connected and on (solid green light), I just get booted to "acquiring channel information" screen as soon as it's on.

Multi stream is the correct card to use. They should try a different card regaurdless to eliminate any chance it is not working correctly.
I will let the technician know tomorrow to see if he can swap out the CableCard M-Card. He was really knowledgeable when I first met him yesterday and he even said it himself: "Ever since cable companies started rolling out these Tuning Adapter pieces, it has been nothing but glitches. if only the cable companies can agree to put all channels on the card and just update the card for the customer's subscribed channels, you wouldn't have 4 techs coming to your house". It was unfortunate that I had to cancel on him that day but I managed to get a hold of the lead supervisor's number of his region and get him as a technician tomorrow. I have hopes in him.

For everyone here, I am glad you guys are helping me:). Keep them coming please:D!! If anyone knows anything that I can do in terms of checking the diagnostics screens and what values I would need to look for, please tell me so I can further look into this so I will be ready to explore with the technician when he comes :up:.

As far as everything goes, this is my first time with TiVo and so far, it has been a bittersweet first time experience. Sweet that I got a TiVo finally, Bitter because I cannot get my channels.
 
#13 ·
How dare you post such lies. We all know consumers are enthusiastic about Tuning Adapters and they work 100% of the time. I mean this is what the cable companies keep telling the FCC and surely they would never make this up.

http://www.tivocommunity.com/tivo-vb/showthread.php?t=450967
Lol, I was only mentioning what the cable technician said.

Unfortunately, everything I have posted here is true. The five tuning adapters that I have gone through have not been functional even after exchanging TiVO premiers. Even after following the correct steps, I have yet to see the TiVo Premiere actually pick up a channel with the tuning adapter on. When the tuning adapter is off, the TiVo picks up non-sdv channels. But well, I cannot go against your word but for now, I still have a non-functioning Tuning Adapter.
 
#16 ·
I work for a cable company and havi installed cisco ta's with numerous premiers, including my own. I have yet to see a problem like you are having. Do you have any cable boxes in your home from the cable company? If so check to see if they are working for on demand content or switched digital channels. Then move one to your room with the TiVo. If you have no cable boxes ask the tech to use his test box to see if switched digital or on demand works at your tv where you use the TiVo. If the cable box fails to work properly then it is a upstream issue caused by a bad line, fitting, or splitter somewhere. Could also be a bad faceplate at the tap.
 
#17 ·
I work for a cable company and havi installed cisco ta's with numerous premiers, including my own. I have yet to see a problem like you are having. Do you have any cable boxes in your home from the cable company? If so check to see if they are working for on demand content or switched digital channels. Then move one to your room with the TiVo. If you have no cable boxes ask the tech to use his test box to see if switched digital or on demand works at your tv where you use the TiVo. If the cable box fails to work properly then it is a upstream issue caused by a bad line, fitting, or splitter somewhere. Could also be a bad faceplate at the tap.
I actually had a previous Cable DVR there where the TiVo is currently and had no problem with any channel when it was there. I even had my on demand working smoothly. Also, the 2nd tech actually replaced the lines, tips, splitters, and checked the tap at the pole with no dice also. This is an odd situation.
 
#18 ·
I actually had a previous Cable DVR there where the TiVo is currently and had no problem with any channel when it was there. I even had my on demand working smoothly. Also, the 2nd tech actually replaced the lines, tips, splitters, and checked the tap at the pole with no dice also. This is an odd situation.
I really do not know what else it could be other than the card or a bad USB cable between the TiVo and cisco box.
 
#19 ·
I really do not know what else it could be other than the card or a bad USB cable between the TiVo and cisco box.
So, tech comes in today. Switched out everything including CableCard and tuning adapter. Apparently, only now the dispatch from Cablevision in my region admits that there is something wrong with the network communicating with tuning adapters when the tech called dispatch. -_- Epic fail. So now I have to wait until that is fixed and hopefully Cablevision will call me back to tell me when I am fixed for this tuning adapter. This is SO ANNOYING. I have not enjoyed my TiVO experience due to lousy cable networks.
 
#20 ·
So, tech comes in today. Switched out everything including CableCard and tuning adapter. Apparently, only now the dispatch from Cablevision in my region admits that there is something wrong with the network communicating with tuning adapters when the tech called dispatch. -_- Epic fail. So now I have to wait until that is fixed and hopefully Cablevision will call me back to tell me when I am fixed for this tuning adapter. This is SO ANNOYING. I have not enjoyed my TiVO experience due to lousy cable networks.
Sorry to hear about that. I refuse to use my companies dvr even though I get it free. I would rather pay for TiVo. I have had very little problems with my tuning adapter.
 
#21 ·
Darthsnipe,

Have there been any developments for you? I'm having a similar experience w/ Tivo Premiere. Just had a Cablevision install this afternoon. Everything seemed to go smoothly until plugging in the USB cable, where it just hangs on the acquiring channel information (which ultimately and repeatedly fails). Tech just said that everything on Cablevision's end was set up properly, told me to call Tivo and went on his merry way. Cablecard is working and tuning adapter is giving me solid light. When the USB is unplugged, I get most channels; however, without a successful channel mapping via usb, certain channels just will not function. Have you talked to Tivo CS during this whole thing?
 
#22 ·
Darthsnipe,

Have there been any developments for you? I'm having a similar experience w/ Tivo Premiere. Just had a Cablevision install this afternoon. Everything seemed to go smoothly until plugging in the USB cable, where it just hangs on the acquiring channel information (which ultimately and repeatedly fails). Tech just said that everything on Cablevision's end was set up properly, told me to call Tivo and went on his merry way. Cablecard is working and tuning adapter is giving me solid light. When the USB is unplugged, I get most channels; however, without a successful channel mapping via usb, certain channels just will not function. Have you talked to Tivo CS during this whole thing?
Yes I have actually. They said to call the cable provider. I still have not gained any traction on this situation and I am about to go ballistic. It has been a week since the last tech came and I have yet to have a working tuning adapter. I have been stuck in "Acquiring Channel Information" for a week now. My last tech actually tried to do something about it on Cablevision's end by sending out a "UTT Ticket" for the engineers to work on...but they need 3 customer complaints in order to send out this ticket and I was one out of two that he had so far. Apparently, we aren't the only ones having the problem with Cablevision...he told me a Series 3 HD owner has the same issue.
 
#23 ·
Is there anything I can do to get on this "UTT Ticket" with you? I would like this resolved as well. I haven't tried switching out my tuning adapter yet, mostly because I was hoping to at least find someone that had success with this before driving myself crazy. I still plan on doing it though, but I'm not hopeful. I posted on the BBR forums and linked to this thread, but so far I haven't had any luck. Hopefully someone at Cablevision and/or Tivo is paying attention.

http://www.dslreports.com/forum/r24473274-Tivo-Premiere-Multistream-CableCard-Cisco-Tuning-Adapter
 
#24 ·
Is there anything I can do to get on this "UTT Ticket" with you? I would like this resolved as well. I haven't tried switching out my tuning adapter yet, mostly because I was hoping to at least find someone that had success with this before driving myself crazy. I still plan on doing it though, but I'm not hopeful. I posted on the BBR forums and linked to this thread, but so far I haven't had any luck. Hopefully someone at Cablevision and/or Tivo is paying attention.

http://www.dslreports.com/forum/r24473274-Tivo-Premiere-Multistream-CableCard-Cisco-Tuning-Adapter
Well unfortunately, I do not know how to get on a UTT Ticket as that is only done by a technician speaking to dispatch on the phone. I wish there was a way to do so...I returned my TiVO and cablecard/tuning adapter today being so disgruntled from this situation.

I am silently awaiting confirmation now that at least TiVO sends an update for their box or Cablevision sends an update to the tuning adapter. As far as I know, I have a feeling it has something to do with the USB connections. If you look closely at the tuning adapter, there is a green blinking light inside, on the back of, the adapter whenever the USB is connected. I believe when it blinks, the tuning adapter reads that a connection has been established between the TiVO and the tuning adapter. Communication between the adapter and the TiVO may be messing up somewhere. I will get back to TiVO when this whole situation is finally over. Please mryan3, if you do mind, please keep me updated on your situation. If it ever gets fixed, tell me what was the solution.
 
#25 ·
I've posted about this issue several times with little or no responses. Judging from the several responses to your post, you've effectively received a similar level of success.

Last Friday I received a voicemail from TiVo CR claiming they have isolated the issue, secondary to logs they downloaded from my affected TiVo Premiere. Apparently in certain combinations of Cablevision and Cisco TAs and TiVo Premieres, the channel map from CV does not transfer successfully to the Premiere via the TA. (For me, the TAs work fine with older TiVo HDs.)

I was told this is now a "priority" point of contention between CV and Cisco, with TiVo as the point man. Sometime in the (hopefully near) future, there should be a firmware update for the TA that addresses and fixes this "Acquiring Ch Info" hang. I was instructed to just notify Cablevision that I'm one of those who has this issue and requires priority download of these updates.

So at long last there is some progress and (to some relief) actual official acknowledgement of the Premiere/Cisco/Cablevision "Acq Ch Info" hang. I'm posting this here because there seems to be a more active response, intentional or otherwise, to your thread vs mine.
 
#26 ·
I've posted about this issue several times with little or no responses. Judging from the several responses to your post, you've effectively received a similar level of success.

Last Friday I received a voicemail from TiVo CR claiming they have isolated the issue, secondary to logs they downloaded from my affected TiVo Premiere. Apparently in certain combinations of Cablevision and Cisco TAs and TiVo Premieres, the channel map from CV does not transfer successfully to the Premiere via the TA. (For me, the TAs work fine with older TiVo HDs.)

I was told this is now a "priority" point of contention between CV and Cisco, with TiVo as the point man. Sometime in the (hopefully near) future, there should be a firmware update for the TA that addresses and fixes this "Acquiring Ch Info" hang. I was instructed to just notify Cablevision that I'm one of those who has this issue and requires priority download of these updates.

So at long last there is some progress and (to some relief) actual official acknowledgement of the Premiere/Cisco/Cablevision "Acq Ch Info" hang. I'm posting this here because there seems to be a more active response, intentional or otherwise, to your thread vs mine.
It is finally good to hear those words from you TishTash! I wish there is something that we as consumers can do to help push this update. Keep this post updated please! We all need to know and pitch in on this issue. Hopefully it will get out there and people with Cisco TA's/Cablevision will have the issue resolved. Until then, I am TiVOless...I sure wish I hadn't gone through so much stress...
 
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