Need Help Troubleshooting

Discussion in 'TiVo Series3 HDTV DVRs' started by pherplexed, Sep 11, 2007.

  1. pherplexed

    pherplexed New Member

    Sep 11, 2007


    Ok, so I helped my parents plan a home theatre for their new house which included the new TiVoHD with 1 multi-stream cablecard from Charter. Everything was working, but now they're getting the blank gray screen and I need some help troubleshooting.

    The issue: Everything works fine but once you start sufring channels for a few mintues, the screen goes gray --somtimes with audio, sometimes not-- but the program info is always still there. The only fix is to unplug and restart TiVo.

    What we've done:
    1: Charter has replaced the cablecard, and even tried moving to 2 single stream cablecards. (The two single stream cards wouldn't work at all, so we're back to a new multistream card).
    2: We've called TiVo asking for help or to return the device and tech said: "this is a widespread problem, and we're working on a software update to fix the problem. Sit tight for a few more days. Even if you exchange the device for a new one, it will have the same software problem." After a few days, we called again and the new tech said she had no knowledge of an impending software update. So we canceled the service.
    3: After a few more days, we decided to give it one more try, called to re-initiate the service and this tech re-confirmed an update is coming soon to fix the problem and not to re-intiate the service until it's available. (this makes us believe him cause he basically told us not to give TiVo our money til we can use the device).

    SO, what i want to know is: Are others successful with Charter and multi-stream cards? Has anyone else heard from TiVo that they working on an update? Since the TiVo is not working, they're using the TV without the will we know when TiVo has released an update? Do they post those announcements on the website?

    Thanks for any help...
  2. bkdtv

    bkdtv New Member

    Jan 9, 2003
    DC Metro Area
    Go to Settings -> System Information?

    What version of the Tivo software does it say you have? Version 8.1.7c2 is latest.

    If you don't have 8.1.7c2, then go to Settings -> Phone and Network and click Connect to Tivo Service. It may take two connection attempts, but once the main Phone and Network screen says "Pending Restart," go to Settings -> Reboot and choose the option to restart the Tivo. That will install the new software.

    Normally, the Tivo would automatically download and install this software after a few days, but this is the way to force the install immediately.
  3. pherplexed

    pherplexed New Member

    Sep 11, 2007
    thanks for the tip bkdtv.
    I just had them check and they already have the latest software version it seems. The TiVo techs keep saying "we're aware of the problem, we'll release an update soon." But that's not really enough to keep them as a customer. How long is "soon" you know???

    Anyway, anyone have any advice on how to get more information out of one of the support techs...or to what level we'd have to get escalated too to find out how long we should expect to wait for this update?

    Thanks again-

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