Bolt can no longer see Tivo HD box (C423 error)

Discussion in 'TiVo Bolt DVR/Streamer' started by ray_terry@hotmai, Dec 2, 2016.

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  1. FerdieZane

    FerdieZane New Member

    4
    0
    Jul 8, 2007
    Yep, new Bolt as of yesterday and experiencing the same problem. Called & emailed customer service.

    We have been TiVo customers for over 10 years and looked forward to upgrading our Series3 to the Bolt. Our previous upgrade from a Series2 to Series3 went pretty well, with a clear path to transfer recordings and season passes to the new unit. Not so much with this upgrade from Series3 to the Bolt 1TB! The OOBE was not very good.

    There is remarkably little detail about how to upgrade as an existing customer with annual service plan, in order to preserve the ability to transfer recordings and season passes. Most of the information I found was from unofficial sources - nothing on the TiVo site. The forums indicate that you should:
    1) Transfer your annual plan from the old unit to the new. This will deactivate the old unit.
    2) Then reactivate your old unit on a monthly plan.
    3) Transfer your recordings and season passes using the transfer capability on the TiVo site. Both units must be active to do this. You can bulk or selectively transfer.
    4) After you finish the transfers, you can deactivate the old unit and call customer service to invoke TiVo's 30-day refund policy.
    Thankfully I decided to call Tivo customer service to verify this method. It turns out that Series3 units can no longer be reactivated once deactivated! The recommended method is:
    1) Activate Bolt on monthly plan.
    2) Do transfers.
    3) Deactivate Bolt & get 30-day refund by calling TiVo billing department.
    4) Transfer annual service plan from Series3 to Bolt.
    Just a little different but I would have been out of luck in transferring if I had used the first method.

    Things went downhill from there. Got both units activated, on the same wired network, and both show up on my account. When I go to the transfer feature on TiVo Online, both units show up but the Series3 shows no recordings or season passes, so no ability to transfer. Back on the phone to customer service. It turns out that since December 1, the ability to transfer from Series3 units is broken, and there is no timeline on when it will be fixed. That means our only choice is to keep the old Series3 activated (paying an additional monthly fee), watch the many recorded shows we have on there until we can view and delete them all, switching the video / sound cables every time we go back and forth between the units. It also means re-entering the hundred or so season passes manually.

    Another Series3 problem cropped during the Bolt installation. You have to move the cablecard from the old unit to the new. After you remove the cablecard from the Series3 you must perform guided setup on the Series3 again, no option to bypass. It takes a long time and multiple error screens because at that point there is no cable or antenna signal and the Series3 is obviously expecting one. It goes through several iterations of connecting to the TiVo mother ship and downloading/installing information. Then when we looked at our season passes on the Series3 we can see that about 40 season passes were deleted. It looks like all season passes without current upcoming shows were nuked. That makes the job of re-creating your season passes even more problematic.

    Other observations:
    * The Bolt remote is buggy - keypresses are often sent two or three times, landing you in screens you don't expect. Other times the remote is very slow to respond to keypresses. No wins there.
    * The dreaded V312 error has shown up a few times when trying to access the streaming services. It did clear within a half hour or so each time, but still frustrating.
    * Audio connection is only optical or 1/8th inch mini-phone jack. Luckily I had a open optical port on my amp. A mini-phone jack is not very robust, and adding a RCA breakout cable further degrades signal.
    * What are the USB ports for? I can't find any documented function. They used to accept wireless keyboards on former models but apparently that no longer works.
    * Overall, the interface is still slow. It's somewhat quicker than the Series3 but it sure isn't snappy. Rebooting takes forever.

    Non-TiVo hiccups:
    After moving the cablecard over to the Bolt you have to call Verizon to re-pair the cablecard to the new Tivo unit. There is no online utility. That wasn't too bad but our premium HBO channels were not coming in after re-pairing, although our other premium channels worked. It was a three-hour phone session with Verizon to get it fixed. The customer service person was super nice but what an ordeal!

    TiVo goodness:
    The customer service phone lines had short wait times. The reps were very friendly and as helpful as possible. It is very nice to have access to Netflix, Amazon, HBO Go, Plex, and Pandora through the TiVo interface.

    Bottom Line - We're not sure if we will keep the Bolt. This was not a very good OOBE and if we can't transfer the old recordings to the new box we may give up on TiVo and just look at streaming as a strategy.
     
  2. jalind

    jalind John

    52
    4
    Feb 27, 2005
    Terra, 3rd...
    Found this thread searching for the C423 error . . .

    The problem also exists with the series 4 Premiere boxes. I have a Premiere XL and two series 3. Both series 3 can transfer recordings in from each other and the Premiere XL. However, while the Premiere XL can detect both series 3 on my network, I get a C423 error trying to access either of them from the Premiere XL to transfer recordings in from the series 3 boxes.

    Called TiVo tech support and they are (painfully) aware of this issue. If you're having this C423 problem trying to access a series 3, call them. The more calls they get regarding this, the higher in the priority list the software update will be rolled out to fix it . . . not to the series 3 boxes, but to all the series 4 and newer they broke. I'm also running TiVo Desktop with the server active on five PCs. The Premiere XL has no problem accessing any of them and the downloaded ".tivo" files on them, it's only the series 3 boxes.

    According to the tech I talked to, it was an accessibility for hearing and/or visually impaired update to their software that broke the multi-room transfer capability and there is a fix "in the works" but it's a matter of when it's completed and rolled out.

    John
     
  3. jalind

    jalind John

    52
    4
    Feb 27, 2005
    Terra, 3rd...
    Just found a work-around elsewhere on the forum as this C423 is popping up in various sub-forums. If you set the menus to SD . . . on the Premiere XL it's an option in the display settings . . . you can magically access the series 3 boxes on your network again. Just tried it with my Premiere XL and it was like magic . . . not that I care for the SD menu . . . but started a transfer and switched the menu back to HD . . . and the transfer continued until I stopped it. I don't know if the Bolt or Roamio have the SD menu option . . . if they do, set it and see what happens!

    PLEASE do NOT breathe a word of this to TiVo! It risks pushing a fix to the problem onto a back burner.

    John
     
  4. justen_m

    justen_m Cheesehead

    9,563
    456
    Jan 14, 2004
    Boise, ID
    Based on posts at forums.tivo.com, TiVo knows about the SD menu workaround for the Premiere. The Roamio and Bolt don't have this option.
     
  5. HerronScott

    HerronScott Well-Known Member

    7,037
    985
    Jan 1, 2002
    Staunton, VA
    I recently turned the CableCards in our 2 S3 OLEDs into Comcast as they started to charge a digital outlet fee (we had migrated to a Roamio Pro last October but I still have content on these 2). I haven't been forced to do a guided setup again although we do get a message about it occasionally but one of the options is to skip it for now.

    Scott
     
  6. ford perf

    ford perf New Member

    9
    1
    Dec 13, 2016
    BTW, for anyone just stumbling onto this thread for a transfer/C423 error and are thinking about using online.tivo.com to do the transfers: this method does not work with series3 TiVoHD boxes. They show up as empty with no shows to transfer. Only works with Premier and more recent.
     
  7. bcrider

    bcrider TiVo Rebel

    131
    0
    Oct 31, 2000
    Downtown...
    Add me to the list of others having this problem. TiVo Mini running 20.6.3.RC7... can suddenly no longer find my TiVo Premiere XL4 also running 20.6.3.RC7. This setup has been working fine for almost 2 years! The TiVo Mini can however show live TV via one of the XL4's tuners oddly enough. I rebooted everything (routers & both TiVos) but nothing has worked. Has to be a software glitch?!?!

    Of note, the TiVo app (iPhone) can no longer control the Premiere XL4 which is connected to a TiVo Stream as it used to. All stopped working at the same time so guessing its this buggy software update.
     
    Last edited: Dec 19, 2016
  8. buzz64

    buzz64 New Member

    4
    0
    Sep 6, 2014
    Add me to the list as well. Was having no problem transferring programs between my Bolt and my Tivo HD. Now I can only transfer Bolt programs to the Tivo HD. Bolt does not see the Tivo HD, and error message C423 appears. Can no longer transfer Tivo HD to Bolt. This sucks.
     
  9. HerronScott

    HerronScott Well-Known Member

    7,037
    985
    Jan 1, 2002
    Staunton, VA
    Open a case with TiVo so they know how many people this is impacting.

    Scott
     
  10. buzz64

    buzz64 New Member

    4
    0
    Sep 6, 2014
    Have opened a case and received a case #. Wish they would just go back to the prior release until this is resolved.
     
  11. Sparky1234

    Sparky1234 Well-Known Member

    2,191
    315
    May 8, 2006
    Good luck getting resolution on an open TiVo issue... still waiting on 2 issues from September upgrade AND zero response from TiVo.

    Recently getting same C423 errors on Premiere XL4, Premiere XL and Roamio Pro on a home cat 6 wired network that has always worked flawlessly with TiVo and all other connected devices.
     
  12. TheCryptkeeper

    TheCryptkeeper Active Member

    129
    39
    Dec 31, 2009
    I changed my ISP a week ago and noticed this problem. For an entire week I've been going crazy trying to fix this thinking I had a problem with my network. I am using MoCA. I can transfer from Roamio to TiVo HD but get C423 error when trying to transfer from TiVo HD to Roamio. Just stumbled across this thread this morning. I'll open a case with TiVo. At least now I can stop wasting my time on this.
     
  13. LynnL999

    LynnL999 Member

    444
    23
    Oct 7, 2002
    Irvine,...
    Argh. Literally just about to pull the trigger on a Bolt, but if I can't transfer existing shows from my Premiere XL, that's going to be a major issue.
     
  14. LynnL999

    LynnL999 Member

    444
    23
    Oct 7, 2002
    Irvine,...
    I don't understand. How do you transfer if the Bolt shows a C423 error when you try to go to the Premiere from the Bolt?
     
  15. HerronScott

    HerronScott Well-Known Member

    7,037
    985
    Jan 1, 2002
    Staunton, VA
    Transfers from the Premiere should be fine. So far it's only been reported to be an issue with S2/S3/HD models to newer models (Premiere/Roamio/Bolt).

    Scott
     
  16. Cheetah

    Cheetah New Member

    17
    1
    Mar 20, 2015
    I got a Tivo Bolt to replace my Tivo Premier (Living Room). Bedroom has a Tivo Roamio. Before Bolt using Ethernet over power-line easy connect to watch, transfer view and stream from either one great, watch on phone. As reported on thread once I installed the Bolt I have C423 on the Bolt. The Roamio seems most of the time to be able to stream from he Bolt. Bolt can't see Roamio. Talking with Tech Support he had me do the usual things which I had already done but said upfront this is a know problem and they know about it. So I am added to the list. I found this thread after Tech call. Could have saved me a couple of hours. Hope the fix comes in soon. Seems like they have been working on this for a while based on first post. Kim


    Update:

    I wasn't sure but now I can confirm that my Roamio looses the ability to stream from the Bolt. Sometimes it works then stops working. Looks like I can see the Bolt from Raomio, all the shows. But when I start to watch on Roamio I sometimes get an error that is not the C423 but I think V122. Before the Bolt I could consistantly connect from Premiere to Roamio.
    It seems if I reset both boxes the Roamio can stream from the Bolt. At least for a while.

    This is very frustrating. Tivo needs to be more proactive on this issue. Let us know whre they stand on fixing the problem.
     
    Last edited: Dec 23, 2016
  17. jalind

    jalind John

    52
    4
    Feb 27, 2005
    Terra, 3rd...
    Yes . . . was on the phone with TiVo today. Series 4, 5 and 6 can all access each other without error. All series 3 can access a series 4, 5 and 6 (and even 2 if anyone still has one) without error. The C423 occurs when a series 4, 5 or 6 attempts to access a series 3 (or older). There is a workaround for the Series 4 Premiere boxes that have the display option to use "SD" (480i) menus instead of "HD" menus. If you set one of them to SD menus you can access series 3 (or older) TiVos along with the series 4 and newer. Unfortunately, the Roamio (series 5) and Bolt (series 6) do not have the SD menu display option and must wait for the software fix to be rolled out.

    Other workaround using TiVo Desktop (warning: time consuming):
    If you have TiVo Desktop (2.8.2 or 2.8.3) on a PC and run it in server mode, you can transfer recordings from any TiVo on your home network (that has transfers enabled) to your PC. For anyone on Comcast, set the option for "fastest method" as that will get the MPEG4 transport stream (if you don't it will only get the audio track). When set to "server" mode, you can access the TiVo Desktop on the PC from any TiVo on the network and transfer files into it. This is time consuming as it requires moving the files to a PC and then from the PC to the other TiVo. Obviously you must have the drive capacity to store them as well. I presume this can also work with kmttg, perhaps with pyTiVo, and if you access the TiVo directly by https.

    I currently have a new (refurbished) Premiere XL set to SD menus and am transferring all the recordings from a series 3 into it as I just bought it from TiVo (a refurb). As I'm sliding various recordings around, I'm also using the other workaround using TiVo Desktop to temporarily store recordings from one TiVo to move to another when it's finally empty from the first method. The second one should work for Roamio and Bolt, albeit more painfully as you must move the recording(s) twice . . . and the more recordings it entails the more painful.

    John
     
  18. jalind

    jalind John

    52
    4
    Feb 27, 2005
    Terra, 3rd...
    That is correct. I have no problem between two Premiere (series 4), only between the two of them and two series three (648 Series 3 HD and 658 TiVo HD XL). Indeed, I can also go online to the TiVo management site and move between the two series 4 Premium XL online, or I can do so directly from accessing the other box from the Now Playing menu. It's getting from one of them to a series 3 that is the current problem. Getting from the series three to pull in any recorded program (without the cci flag set) from a series four is also not a problem. IOW, it's a one-way problem: accessing a series 3 from a box newer than series 3 using HD menus results in C423, but accessing any TiVo from a series 3 still works.

    John
     
  19. jacktechie

    jacktechie New Member

    20
    3
    Feb 6, 2013
    South SF...
    If you use Tivo Desktop (Use the fastest = checked) or kmttg to download an mpeg4 TS from a series 3, you will only get an audio stream. There is no way around this. These programs are not the limitation, but the devices themselves. kmttg has an explanation of this.

    I have no problems with mpeg2 stuff and have Comcast in the Bay Area.

    I bought a Bolt during Black Friday to record mpeg4 and download to PC, with the hopes to get mpeg4 from Tivo HD to the Bolt. Let's hope Tivo fixes the c423 error.
    Jack

    mpeg4 TS kmttg.png
     
  20. ligand

    ligand New Member

    23
    6
    Jun 20, 2010
    I spoke with Tivo executive support yesterday and they are adding my bolt to the case. Support wouldn't provide me an update on when the fix will be ready. :-(
     

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