New TiVo HD losing all channels - getting gray screen on cablecard

Discussion in 'TiVo Series3 HDTV DVRs' started by RoyK, Dec 14, 2008.

  1. Dec 14, 2008 #1 of 280
    RoyK

    RoyK New Member

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    SW VA

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    I know this has been discussed before but not lately. (except in one thread which has a title that doesn't describe the problem). I have a brand new TiVoHD and am on my third cablecard (Motorola M-Card). After getting the card paired it works fine for up to a few hours and then all cable channels are gone leaving only gray screen video and no audio. Menus work ok. Guide works OK. OTA channels are fine.

    Programs recorded while gray screen in effect have gray screens. Programs recorded when its working play normally even when its in the gray screen mode.


    If I have the cable co "Hit" the card it starts working again for a few hours then loses channels again with same symptoms.

    TiVo CS (3 calls, 3 reps) claims to never have heard of such a thing. Cable company (Jetbroadband) insists levels are fine. They've been here 4 times so far. SNR is 31-33 on TiVo (when its working) and on cable company's meter - even when its not working!.

    HELP!!!

    Edit: Software is at version 11. Was NOT having the problem with 9.4b!

    OTA channels OK when cable channels gone. Cable works fine on analog channels if I take out the cable card.
     
  2. Dec 14, 2008 #2 of 280
    toy4x4

    toy4x4 Member

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    Jun 23, 2008
    If you reboot the box do the channels work again?

    Have a external drive?

    Version 11 software?

    I've been having problems where I lose all my channels and have to reboot. I doubt it is the same problem because I don't get a gray screen.
     
  3. Dec 14, 2008 #3 of 280
    RoyK

    RoyK New Member

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    Rebooting does not bring the channels back. I do have an external drive. TiVO is running V11 software.
     
  4. Dec 14, 2008 #4 of 280
    lafos

    lafos Well-Known Member

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    Are you doing a hard (plug) or soft (menu) reboot? Did you consider trying s-cards (just in case)?
     
  5. Dec 14, 2008 #5 of 280
    RoyK

    RoyK New Member

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    I've done both. s-cards are not available.
     
  6. Dec 15, 2008 #6 of 280
    RoyK

    RoyK New Member

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    Still having the problem. Updated my OP to add the info that this problem was NOT occurring prior to the V11 update!
     
  7. Dec 15, 2008 #7 of 280
    lysdexia

    lysdexia New Member

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    I'm having the same problem with the grey screen on all channels since the December update on the HD tivos and I have standard cable with no cable cards. This has trashed a lot of my season pass recordings so I hope they fix it soon. :(
     
  8. Dec 15, 2008 #8 of 280
    RoyK

    RoyK New Member

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    If you haven't already done so (or even if you have) please call TiVo and report the problem. get a case number.

    1-866-986-8486
     
  9. Dec 15, 2008 #9 of 280
    AKThunder

    AKThunder New Member

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    Oct 14, 2008
    I am getting this same problem. I really want to know what is going on:(
     
  10. Dec 15, 2008 #10 of 280
    RoyK

    RoyK New Member

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    I want it fixed! This Version 11 update has rendered my TiVoHD useless since most of what we watch is on the digital channels.
     
  11. Dec 18, 2008 #11 of 280
    ignipotentis

    ignipotentis New Member

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    May 9, 2005
    I have this problem with a brand new unit and no cable cards installed. Will gray screen after a while Rebooting tends to bring the video back.
     
  12. Dec 18, 2008 #12 of 280
    scantor

    scantor New Member

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    Nov 22, 2002
    Columbus, Ohio
    Same problem here (all channels, or occasionally all but the analog), usually fixed by CC eject/insert.

    I assumed it was a local issue because I've had signal strength issues (too strong) causing me trouble, but this is much more widespread and matches the timing and descriptions of others. I'll call Tivo as was suggested. Sounds like a major bug in the update.
     
  13. Dec 18, 2008 #13 of 280
    rmorton0573

    rmorton0573 Barney Fife, my Hero

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    Mar 1, 2008
    Cameron, NC
    I had this problem before, but it has been a while, it would go to grey screen and not do anything, my issue was with the cable card, so what I did was remove the card, and reboot, when the Tivo came back up I reseated the card, and rebooted again, this fixed my issue and I have not had it since (knock on wood).
     
  14. Dec 18, 2008 #14 of 280
    RoyK

    RoyK New Member

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    Please do. And insist on getting a case number and that they bump the problem to second tier support.
     
  15. Dec 18, 2008 #15 of 280
    toy4x4

    toy4x4 Member

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    I have had the issue again yesterday and today even after having the Cable Co re-auth and re-pair my CableCards. I called the Cable Co again today and they sent out two guys. They did some stuff outside which really was not a issue and then came in and started working on the Tivo. First they checked the signal strength/quality which was fine at the box. They then took down all the info from the CableCard screen and the serial numbers off the S-Cards. They called up and after while they stated that the first card was no longer paired. They worked through that one and checked the second and stated it was not paired either.

    So we'll see if that fixes it. If not I will call the Tivo CableCard Hotline again as I will be convinced it is something with the box not the CableCards. Once again this is on a Series3 and my Tivo HD works fine....
     
  16. Dec 18, 2008 #16 of 280
    slrdc

    slrdc New Member

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    I'm having the same problem and opened a case with TiVo. 1041187 is my case number and it is escalated.
     
  17. Dec 18, 2008 #17 of 280
    ignipotentis

    ignipotentis New Member

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    I don't have cable cards yet. I'm on hold now. I already have a case number. They told me at first I had to update to version 11.x before they would do anything else. Well, I've done that and no joy. I still have issues.
     
  18. Dec 19, 2008 #18 of 280
    ignipotentis

    ignipotentis New Member

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    May 9, 2005
    Well, TiVo support was helpful for me. After going through the everything and verifying, they are shipping me a new unit. Since mine is only a coupe of days old, they said I'm getting a new one in place of a refurbished one. Fingers crossed!
     
  19. Dec 19, 2008 #19 of 280
    RoyK

    RoyK New Member

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    Ditto here. Just got off the phone with them (again). New one on the way. Let's hope....
     
  20. Jan 3, 2009 #20 of 280
    lettie23

    lettie23 New Member

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    Jan 2, 2009
    VA
    We've had our Tivo HD for about a year with no problems (after the pain in the neck initial cable card setup), but for 3 weeks now our channel map has randomly disappeared and our tv goes to black screen when the channel is changed or when the Tivo tries to auto-record. Jetbroadband replaced our Motorola m-card the first time we called and it worked for about an hour. The second time I called, they sent someone different who told me it's an issue with Motorola and the Tivo and they are working on it and every time I want to watch tv, to call them and have them send a hit. So, every time we call, we have to explain the entire thing and they always tell us they're "working on it". I've called Tivo twice also, and they insist it's something Motorola/Jetbroadband has to fix. All this time, we just try to leave the tuners on the 2 channels we hope to watch the most and as long as we don't change any channels, they don't disappear.

    Now I'm wondering about v11 since the timing seems right. Our CableCard FW Version says: 02.65, 02.01, 03.25. Does anyone else have newer firmware with the same issue? I wonder if the compatibility problem lies there.
     

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