Guided setup keeps telling me there are no providers or channels in my zip code

Discussion in 'TiVo Help Center' started by linusvanpelt13, Sep 20, 2016.

  1. RAF

    RAF New Member

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    Sep 25, 2016
    But I am nervous that the DVR just froze. That's not supposed to happen. Is the hard drive on that DVR on its way out?[/QUOTE]

    That *could* be true, this unit has been in active use for just over 6yrs. (I'm a she btw). But would this be the cause of the topic of this thread?

    To recap:

    Linusvanpelt13, has a Series 2 that's been in mothballs, somewhere... , previously had cable trying to upgrade to current antenna.

    Dodgerdave, has a (mostly) brand new Roamio, In metro Phoenix, trying to connect to antenna initially with an option to add cable. Connecting through WiFi and Ethernet.

    My folks via me, have a Premiere, in non-metro Oklahoma, connected to cable (w/ working cable card). Previously updated by dial-up - now connected via ethernet.

    We are all experiencing the same TiVo version of the Twilight Zone. We've all tried the same ways out. Plug in the unit... welcome screen... into guided set up. What country... yadda yadda yadda... everything seems good... w/ the cable card in (yes, I tried it without the card/add later too) cable test goes to non-existent channel 1 - but scrolling takes you to channel 2 - NASA & on to other active channels... what is your zip code? No matter *what* zip code you put in, it *says* it's connecting (according to tech support it is *not* connecting here)... hangs for a tantalizing few seconds in downloading... says loading 99%. and then says it can't find *any* cable (or antenna) providers at that zip code... please contact your service provider or try another zip code. Select takes you back to What country?" and back endless through the same cycle. If there's a way to access *any* other screens/ areas of the unit (including shows that were already recorded) I haven't been able to find it. In fact the only way to even turn off the TiVo is to unplug it.

    Anybody have a clue what causes this or how to fix it?
     
    Last edited: Sep 27, 2016
  2. BobCamp1

    BobCamp1 Well-Known Member

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    I used the gender neutral pronoun "he". No offense intended. Yes, it's spelled and pronounced the same as the masculine pronoun. I didn't invent the language, I just use it. :) Poorly....

    Eventually (and maybe it's already happened), if your Tivo doesn't get the software update BEFORE it attempts guided setup, then I'd expect it to behave in this way. The old servers with the Gracenote guide data simply don't exist anymore or are there but have no data on them.

    The first thing to check would be the software version on your box. Maybe Tivo missed your box when updating the software or maybe they sent you the wrong software.

    If it's the wrong version, then you'll have to call Tivo and ask them to send it again.
     
    Last edited: Sep 28, 2016
  3. RAF

    RAF New Member

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    Sep 25, 2016
    How do I check the software version from guided setup?
     
  4. Dodgerdave

    Dodgerdave New Member

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    Sep 26, 2016
    So here is what I've got. I called back to check on status of my case and the guy looked over notes. Apparently, the box I had bought had a strange version of the software installed that he referred to as a "beta" or demo related version, someone 2.03 or 2.3 but with extra letters that made it different from a regular version. I told him I have no idea how it would have that as I didn't do anything with it.

    We tried all the same stuff and nothing worked. He then checked with others on his end and confirmed that this is a trend, there is an issue that they are trying to resolve related to this problem. However, he couldn't give me an estimate as to when it would be resolved. That was this afternoon (3-4 hours ago). He said they are working on a fix and I should keep trying to setup the box once a day. If nothing happens for a week to call in and see what's up. So....ok.

    Now, I had bought the box thinking it was used and had no warranty, which it doesn't. So I put the new 3TB drive I bought for it into the box, thinking that that would force it to get either the newest software or the original, regular software for that box and get around the strange beta version I had (according to the guy). I reconnected, it said it was downloading an update (but don't know what update), and it got to guided setup. Went through the motions and same exact problem. Now, I can't tell what version I have but I will call tomorrow and see what they see on their end.

    Suffice to say, Tivo has a problem on their end that needs to get fixed, they acknowledged this, but can't tell me when to expect a fix. That's what I got. Thanks all.
     
  5. RAF

    RAF New Member

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    Sep 25, 2016
    I was afraid it was going to be something like this and I certainly hope TiVo gets it sorted quickly. In the meantime, my parents are going to use their cable provider's box.

    Best of Luck and Thank you for the update.
     
  6. BobCamp1

    BobCamp1 Well-Known Member

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    May 15, 2002
    D'oh! You'll have to call Tivo.

    Until then, the advice Dogerdave gave was the correct one. You'll just have to connect one a day and hope that someday Tivo will give you the correct software update.
     
  7. gthassell

    gthassell Active Member

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    Apr 22, 2003
    Willowbrook, IL
    Just called tech support with the same issue and the CSR told me that there's no way he can fix this, that if you are in guided setup after a clear & delete everything (with old software), the new guide data update has "bricked" the S2 (lifetimed) and passed me off to retention to have them offer me a free Premiere XL (Refurb) and transfer service too it.

    When I got through to Retention, they offered to give me the free premiere, but I had to buy yearly or monthly service.....

    Now on hold for a supervisor. Not happy. Justwas on hold for 20 minutes, and was told they would have to have someone call me back in 48 hours. When I asked why, the CSR said he couldn't reach a supervisor. When I asked what that meant, he said "I don't have an answer for you." After a bit more back and forth, he said "I'm going to try to connect you again." I'll give it a few more minutes, and then off to the Exec Relations team.

    Really not a good experience.
     
    Last edited: Sep 29, 2016
  8. gthassell

    gthassell Active Member

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    Apr 22, 2003
    Willowbrook, IL
    After spending nearly 80 minutes on the phone with retention who initially thought there wasn't a problem, and then another 20+ minutes with Exec Relations, it sounds like TiVo now realizes there indeed may be a problem (my assessment, not theirs) - they are looking into it.

    Here is my assessment of the cause of, and possible solution to, the problem.

    1. TiVo (the company) recognized a SW update was needed for the new guide format / info, and created a SW update that was downloaded over time to boxes that were regularly connecting.

    2. TiVo (the Company) also realized that some boxes may not be connecting for a while, so on the next regular (or forced) connection, they set a flag to tell a TiVo unit that new SW needs to be downloaded so that when an "old guide software version" box connects, it does the SW download, and can then recognize the new guide data (by pointing to the new DB to download it).

    3. TiVo did NOT consider the fact that when you have brand new Series 2 box (or a existing series 2 box) that is going through Initial Guided Setup (when you first start up the TiVo, OR AFTER A CLEAR AND DELETE EVERYTHING) the software FIRST REQUIRES YOU TO SPECIFY A VALID ZIP CODE according to the Guide Data - and if you have the software that has not been updated, it cannot find "old" guide data for your zipcode - and therefore tells you that it must be for a neighboring zip code, and to check with your cable provider to get the zipcode, and takes you back to the initial setup screen! (Endless Loop!) - Which is why the Tech CSR told me (and others in this thread) that the TiVo unit is "bricked"

    Potential Solution: TiVo (the company) should populate the database (that the old version of the software attempts to download from) with "dummy" data - even if only one channel per provider - so that the initial Guided Setup can progress. Then, as it goes through the process of loading data, it should recognize the need to download the updated SW version, and then re-load the NEW guide data.

    If they don't want to do that for ALL the zip codes, the manual work around ought to be to create dummy data for ONE zip code, publish that, and update the CSR script to tell people to use THAT one zip code for the INITIAL GUIDED SETUP to break out of the "endless loop" and then re-run guided setup once the SW updates have been downloaded.

    Note: this has not been confirmed by TiVo as the problem (or potential solution) - its just my assessment of the (very likely) cause of the issue, and a potential work around.

    Side note: Whoever was planning and executing the test conditions from the cut-over missed a big one here - and I would have to guess that this could ALSO be a problem on S3 amd S4 series boxes as well. (though I wouldn't suggest that anyone test it for them....)
     
  9. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Ashland, PA...
    You seem to be indicating that any valid zipcode would allow the guided setup to continue. Maybe I read that wrong. But if you need a valid zipcode, use 89101. That's Las Vegas. Gamble a little. :)
     
  10. gthassell

    gthassell Active Member

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    Apr 22, 2003
    Willowbrook, IL
    Joe, thanks for the message.

    I already have a valid zip code - that TiVo has confirmed is valid and should have guide data. The issue is that I think the unit needs valid "guide data for the zip code in the "OLD" database or format. (which of course, there are none).

    I just got a call back from TiVo telling me that they see the software has downloaded, but to wait for 24 hours to see if the box automatically installs it, and if not, then pull the plug to reboot it and see it install the update.

    Once that is done, then the valid zip code is supposed to work.

    We'll see if that happens.
     
  11. gthassell

    gthassell Active Member

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    Apr 22, 2003
    Willowbrook, IL
    Well, I have to admin that I was surprised, but the old S2 w/ an old version of the SW (pre-update) apparently has successfully downloaded the new version, and is in the middle of installing the update (I assume it is the one for the new guide) right now.

    If this works, then my recommendation to anyone attempting this and having the same issue I did would be to try and hook up a wireless or wired connection (vs phone) and run a couple of attempts at choosing a zip code.

    It appears that the TiVo did in fact recognize that it needed to download new software, did so, and upon a reboot, installed the update.

    More later if it turns out to fix the problem (or not).
     
  12. pig_man

    pig_man Member

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    Jun 4, 2009
  13. HerronScott

    HerronScott Well-Known Member

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    Staunton, VA
  14. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Dec 7, 2012
    Ashland, PA...
    When I was still using a Sony DHG, that didn't work so well after Rovi killed the guide, a zipcode of 00000 was special. It stopped the box from searching for a channel list.
     
  15. gthassell

    gthassell Active Member

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    Apr 22, 2003
    Willowbrook, IL
    well, I'm happy to report that the service update did properly download and install, and I was able to successfully complete guided setup with the right cable info.

    If you are having the same problem, my suggestion is this. Re-try it 3-4 times, using different zip codes so that it at least connects to the tivo servers, and apparently in doing so, you will either download the update, or initiate a process that has TiVo push the update to you. (This assumes you have a wired or wireless connection with an adapter.) If you are dial up, I'd suggest connecting a few extra times over the period of a day or so.

    Once that has happened, let the TiVo rest (on) for a while in case it needs to process the data / download, and then restart the unit by pulling the plug.

    If you are lucky, on the reboot, you will have the unit start up once or twice, and then get the "Installing a service update screen" - after which time, you should be able to properly complete guided setup.
     
  16. Laserfan

    Laserfan Member

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    Apr 25, 2000
    USA
    For anyone surfing on this issue, after lots of reading here myself, I believe gthassell is giving the right advice for the subject problem.

    I have a Roamio OTA that I'd last used in January 2017, and when I hooked it up again recently and became perturbed about multiple channel list entries (for the same station) and because the onboard vids were old/unneeded anyway, I decided to do a complete Clear/Delete and from-scratch Guided Setup. This resulted in the seemingly endless loop hell of finding "no info for your ZIP". Along the way, I found that at the initial "Choose country" screen, I could press INFO on the remote and get the version, in my case 20.6.3.RC15-USA-6-846. After trying numerous known-good ZIP codes and not getting anywhere, and trying again the next morning, I did somewhat magically get a REBOOT instead of the dreaded "SELECT" and "no info for your ZIP", and watching the reboot it said it was "Preparing the update..." and after this was over I was back to the "Choose country" screen and INFO said I now had 20.7.4.RC2-846-6-846. The rest worked as expected this time and the previously unknown ZIP was now recognized and everything works.

    Couple notes: in this new situation I was using a wireless Hotspot off'n my smartphone, and TiVo does NOT like slow internet speeds, so Rule #1 is to make certain you have a good 'net connection, and a fast one at that. I don't know just how big the updates are, but TiVo doesn't tell you when it's downloading (or trying to download) an update which is too bad--it surely would have helped me to know this.

    Unfortunately no one needing these tips will find this thread until AFTER they've encountered the problem, because the ultimate advice for anyone who is considering Clear/Delete Everything and new Guided Setup is: DON'T ATTEMPT THIS UNTIL AFTER YOU MAKE CERTAIN YOUR NOT-USED-FOR-SOME-TIME-TIVO HAS SUCCESSFULLY UPDATED ITSELF TO THE LATEST SOFTWARE VERSION!!!!
     
    clay.autery, gthassell and JoeKustra like this.
  17. AntiPC

    AntiPC Well-Known Member

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    Jul 21, 2005
    Chicago,...
    I had the invalid zip code issue on a Bolt that was unplugged for 2 months. Following steps 1-3 got the new software update and resolved it.
     
  18. Welshdog

    Welshdog Tivo this, punk!

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    Jan 3, 2005
    Austin, TX
    I have a brand new Roamio OTA I bought on Cyber Monday and it can't get past the zip code issue. I'm going to try the Kickstart 54 later tonight, but others who have the same issue have called Tivo and they have no solution at this point.
     
  19. JoeKustra

    JoeKustra in the other Alabama TCF Club

    19,406
    3,506
    Dec 7, 2012
    Ashland, PA...
    Someone to share with -> Roamio new setup failed
     

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