Mini crashes while using Prime Video?

Discussion in 'TiVo Mini' started by scott_s, Jul 31, 2018.

  1. UnitMaster

    UnitMaster New Member

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    Success! Well after 6 months and countless hours, Tivo's Inventor Relations team came through.
    They replaced all 5 of my A93's with A95 (Vox Mini's). They are all setup, and the apps are working beautifully so far. I have used Netflix, Vudu, Youtube, Prime and Tubi.

    The end result is the A93's have issues of both memory leaks, old apps and they capitate the speed of the ethernet ports down to 10 meg to help alleviate the issues unsuccessfully.

    Cheers and thankyou Matt at Tivo Investor Relations
     
    Mikeguy likes this.
  2. hairyblue

    hairyblue A good Man

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    I installed a Tivo mini (a93) in 2017. I had trouble getting it to work and had to call tech support and they replaced it with another a93. The mini is for my sister's room who had moved in with me. I forgot about it but she came to me 2 nights ago saying the tv wasn't working. I looked and the mini was locked up. I restarted the mini but it didn't syc back up with the Roamio OTA I had in the den. I restarted the roamio and that seemed to fix the mini.

    Then last night the same thing happened. I asked what she was watching on the mini and she said the Amazon Prime app. She confirmed it was the same app she was watching the night before.

    I haven't called Tivo yet, but I guess I will when we get back from the dentist in a bit. I am disappointed after skimming thru this thread. And after I learned of the removal of the Thumbs rating system, I too am looking at other non Tivo options for TV at my house. Shame, I was a big Tivo fan.
     
  3. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

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    If the TV in there has an available HDMI port, I suggest trying a Fire Stick, especially as it will soon have a TiVo app. Other options will be Roku and Apple TV. Some Android TVs will have the app too. There will be some trade-offs with the new TiVo app, like a max resolution of 720p, but overall it may offer just the right balance of features to replace Mini units.

    Or keep the Mini and use one of the newer options just for streaming. I have an A93 Mini, a Fire Stick, and a Blu-ray player connected via HDMI, and use the main TV remote for the latter two. The apps in the A93 unit and in our five year-old Sony TV are all failing, but even when they work they are very dated and are likely to stay that way. All apps on our new Fire Stick are a pleasure.
     
  4. hairyblue

    hairyblue A good Man

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    Mobile, AL
    I'll have to look into this Tivo app. Fire sticks are cheap. I never owned one but have heard good things about them.

    I asked my sister to let me know if/when the mini crashes again and I'll get info and call tech support.
     
  5. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Agreed. Also, Sony has dropped Vewd (Opera), so a lot of apps are gone.
     
  6. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

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    I think it's a crashing Opera browser in the Sony that causes Prime, Hulu, and other apps to suddenly get covered by a black window saying "Error: Internet Browser Will be Closed Due to Internal Error". I've tried all the adjustments and resets suggested on Sony forums with no luck. The TV's Netflix app doesn't seem to depend on that browser and still works, but as I said all of the apps are dated. Also Screen Mirroring suddenly stopped working one day and nobody knows why.

    This is an otherwise top-of-the-line 4K big screen TV, but Sony doesn't seem likely to fix the serious bugs, much less update the apps in general.

    Knowing this, I have little hope TiVo will be updating old Mini units much. But Fire Stick is the fix.
     
  7. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Ashland, PA...
    I have a Fire TV too. As for VEWD, I never had any errors. I should have said the app was pulled from Sony devices. Maybe I should say the "mother app" was pulled, so all its children went too.
     
  8. Pokemon_Dad

    Pokemon_Dad Ruler of Unown UI

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    My Sony's browser is pre-Vewd, so-to-speak. So even less likely to get fixed. It's a good TV as a TV anyway, just like the Mini is still a good TiVo device for watching TiVo. Until there's an app for that too.
     
  9. tomhorsley

    tomhorsley Well-Known Member

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    Note that's "TiVo soon", not your standard English dictionary "soon". I'll believe it when I see it. I'll also believe it will work more reliably than the TiVo android app when I see that (it usually takes a good five minutes of retrying to get the android app streaming).
     
    Pokemon_Dad and Mikeguy like this.
  10. Morris Altman

    Morris Altman New Member

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    I opened a support ticket and in the support ticket referenced this thread. This was back in late June. The first Customer Support Representative (CSR) I worked with asked me to do all the things posted online to troubleshoot mini streaming problems. I told him that I already tried all of that and it doesn't work. I asked if he had read the thread I'd linked where a TiVo rep acknowledged it is a firmware issue. The result was he emailed another troubleshooting guide and closed the ticket without hearing back from me.

    I filled out the post ticket survey indicating unsastasactfaury to all questions and wrote a long explanation of what was going on. The case was reopened and the CSR that handled it this time stated that TiVo is aware of the firmware issues. They asked me to test something for them and I was happy to do this are report back which I did. The next CSR to pick up the ticket asked me to troubleshoot again! I laughed and asked the CSR to look at the notes form the one that admitted there is a firmware issue. Next I heard from the CSR that admitted there is an issue who asked what router I'm using and what ISP. I provided this information. On July 4 I here from a CSR that stated my mini was defected and needed to be replaced. I waited a few days and then called in when I could talk to them nicely. The CSR I spoke with spent considerable time reading case notes and talking to second level support. He eventually told me that level 2 suggested replacing the mini and I asked if they could make this a mini vox. He asked for permission and informed me that they would provide a recertified mini vox for $40 and I gladly accepted. I received the mini vox, hooked it up and it worked well except I could not get my old remote to pair for radio control, only IR worked. I called in, and asked if the old remote is compatible with the vox. I was told yes. I then fiddled per instructions of the CSR for 30 minutes and then she spoke to second level support. They told her to send me a new remote. She informed me that they would be sending me a Bolt remote. When I received the order confirmation I noticed she had entered Bolt remote two times. Yep, I received two bolt remotes, put batteries in one and it would not radio pair. I called support, spend more time fiddling per instructions. I was asked if there are any radio devices that might be interfering. I stated I have the usual set of consumer radios: WiFi both 2.4 GHz and 5 GHz. Also bluetooth devices and a 5 GHz cordless phone. I asked what frequency the remote uses and he did not know. He contacted second level support and waited for a response. While he was waiting to hear from him he searched there case history and stated, there seem to be a cluster of tickets that indicate a VOX remote is required. I'll order you one. It arrived today, I inserted the batteries and it immediately paired.

    I now have streaming and an upgrade to 4k which I wanted so I'm happy about all of this. As for customer support, there incompetent...
     
    Pokemon_Dad likes this.
  11. Goodbar_x

    Goodbar_x New Member

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    I had this same issue, the link to the Information Request form worked fine. I entered all my info and my complaint, but after submitting I got this same error.
     
  12. magicbobNJ

    magicbobNJ New Member

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    Hi! Lucky I found these forums as I thought it was my Xfinity service. My mini is connected via MOCA. I bought these about 2-1/2 yrs ago so I think my warranty is over. Were yours still in warranty or are they replacing any who complain about this bug?
     
  13. Aug 5, 2019 #133 of 141
    windracer

    windracer joined the 10k club

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    I just encountered this today as well ... ok, my daughter did. I don't normally use Amazon Prime on the Minis in the house, just the Bolt. My daughter complained that "the TV in the bedroom doesn't have enough bandwidth for Amazon." So I checked it out and saw the freezing/sluggishness issue. Both of my Minis are A92s from 2013. Maybe I should have upgraded to Vox Minis during the recent summer upgrade promotion.
     
  14. Aug 6, 2019 #134 of 141
    tomhorsley

    tomhorsley Well-Known Member

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    Much cheaper than a TiVo upgrade is to buy a firestick. It has no problem playing amazon video, and it works fine with the wireless connection (at least with my wireless it works fine - meanwhile the TiVo app on my tablet has major problems on the same wireless network, I'm fairly certain no one at TiVo understands anything about networking).
     
    slowbiscuit likes this.
  15. Oct 9, 2019 #135 of 141
    glennwaliczek

    glennwaliczek New Member

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    Due to not wanting to spend money to replace my numerous TiVo minis, I have been dealing with this issue for a very long time. At this point it appears to me that TiVo cannot or simply will not correct the issues on the afflicted devices (perhaps this is an actual fact which was already stated in the thread? I am not going to read through everything to be certain). While their marketing used to be almost entirely centered around the TiVo value as a DVR it has changed significantly to instead be positioned as a superior media service aggregation device. It is pretty big screw up from a business stand point when the device in question cannot even utilize many of the streaming services without requiring the user to restart the device in the worst possible way...having to manually remove and restore power by pulling the power cord. Given that TiVo has identified that they have sold faulty devices, they should really offer something up to all the affected folks such as a replacement program to a newer device...perhaps not free, but at the very least heavily discounted. I for one am not typically inclined to stick with a company that has such terrible processes in place that they missed something this big in their product, but could be swayed by an act of good will such as previously stated along with the observation that newer generation hardware works flawlessly out of the box or has the ability to easily identify and correct issues that may have gotten past the quality assurance phase. The latter is kind of a pipe dream as this is very difficult to do with "appliances" using embedded software.

    That being said, I have a tidbit of advice for those who will continue to use the afflicted devices. DO NOT EVER press the TiVo button while using an app such as Prime Video. From what I have seen, this is the biggest factor in issues occurring. It is clear that the framework which executes the apps must clean up after itself before returning control to the primary TiVo software, but my guess is that either the apps themselves or perhaps the framework do not do so correctly when exiting through use of the TiVo button. My advice is to always use the back button on the remote to keep moving backwards until you are asked whether you wish to exit out of an app. Most apps will likely have a better behavior around clean up as the back button will probably execute the cleanup of the specific activity that was going on at that moment whereas the TiVo button forces the app and the entire framework to abruptly exit and attempt cleanup all at once which may have not bee handled or not have been coded well such that things are missed and lead to resource leaks. I am certainly not saying that this solves the problem, there are likely other actions which can cause the issues to manifest or perhaps simply using the apps themselves will eventually lead to issues. Without having tools (or desire) to diagnose and understand the problem, the only thing I can do is observe. What I can say is that when I follow this one rule, the devices typically run a lot longer before the issues manifest. I would like to say they always run a lot longer before issues manifest, but that would not be true. However, I am not the only person in my home who uses the TiVo minis and I cannot know or control how others are using the device despite my providing them with this same information.

    I would be curious to know if anyone else has found what I have stated above to be true or if anyone who sees this post tries this out and observes similar results to what I have seen.
     
  16. Oct 9, 2019 #136 of 141
    okay_see

    okay_see New Member

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    For whatever reason, A93 minis still hold value on eBay. I would pack them up and sell to replace with A95 VOX minis. OR try to get Tivo to replace your A93s (someone else in this forum was able to do that). I sold my A93s and got a fair amount for them.
     
    Mikeguy likes this.
  17. Oct 9, 2019 #137 of 141
    RyanGorney

    RyanGorney New Member

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    I just called TiVo support and they did not offer to replace my A93's. I have therefore followed up with the below note and will post what I find.

    Dear TiVo support. We are on day 261 since this issue was reported to you and over a year since I've had the issue. Please note there is a detailed forum on the problem. Mini crashes while using Prime Video?

    My account renews in March 2020 and between this ongoing issue and the pre-roll ads, I will not be renewing unless this is fixed. I feel as a paid customer, development hours should have been placed into fixing these issues rather than investing in pre-roll ads which will further harm your customer retention efforts.

    Alternatively, I'd be open to having my A93's swapped for A95's.

    I appreciate you looking into this.
     
    larryhitz likes this.
  18. Oct 9, 2019 #138 of 141
    UnitMaster

    UnitMaster New Member

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    No I don't think so. I just had complained for 6 month straight. But you must reach out to Investor Relations as I posted above. Regular Tivo support is not authorized to replace your 93's with 95vox's. Working with standard level 1 and 2 support is almost pointless, but not their fault. Tivo support is not authorized to help you.
     
  19. Oct 9, 2019 #139 of 141
    UnitMaster

    UnitMaster New Member

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    The A93s work fine for TV only. It's the apps that crash.
     
  20. larryhitz

    larryhitz New Member

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    Sep 29, 2016
    I too will join you as app support being so broken and never is addressed and fixed.
     

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