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

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

  1. Jan 3, 2009 #21 of 280
    RoyK

    RoyK New Member

    2,935
    1
    Oct 22, 2004
    SW VA

    Advertisements

    We must be neighbors.
    I've received TiVo #3 (for which TiVo put a $314 charge on my credit card for a refurb that they are selling for $179!) and its having the same problem. I get the same story from JetBroadband. And to be fair they have been great - they are as frustrated with the issue as we are.

    I do know that the Radford office has bought a TiVoHD to troubleshoot the problem and they are seeing the same thing on it that you and I are seeing.

    My cablecard is showing the same FW versions as yours.

    I had my hopes up yesterday when, after I had them send a hit to my card, everything worked great for an hour and a half. Then I changed channels one more time and, well, you know.

    In one of my half dozen calls to TiVo the CS rep told me that she would set up a conference call the next morning with me and JetBroadband to try to resolve the problem. This, of course, must have been just a line to get me off the phone because it never happened.

    So here we are - TiVo says its a Jetbroadband problem, Jetbroadband says its a Motorola problem, Motorola says its a TiVo problem and we are stuck with bricks instead of the working equipment we paid for.....

    I still maintain that this became an issue only after the TiVo(s) upgraded to Version 11. Your experience lends some weight to that.
     
  2. Jan 5, 2009 #22 of 280
    proudx

    proudx Member

    205
    1
    Sep 16, 2008
    I'm seeing the grey screen on some OTA channels when first tuning. This started with v11 for me as well. If the channel is slow to tune, switch over to the dvr diagnostics and can see rs uncorrected going sky high.
     
  3. Jan 8, 2009 #23 of 280
    ljr

    ljr New Member

    11
    0
    Dec 20, 2004
    I am also seeing this issue. when I do a soft reboot the channels come back.

    I have version 11 and an external drive (The TIVO approved MyDVR)
     
  4. Jan 8, 2009 #24 of 280
    elstonhill

    elstonhill New Member

    73
    0
    Mar 4, 2004
    Port Angeles
    I have been having the same problem for several weeks following the update. It worked perfectly the first month.

    TIVO blames the Cable Company. Says it must be the card OR the signal. My Cable Company (WAVE Broadband) was wonderful. They sent someone out to check the signal. He found the signal was good. So, he said he had solved the problem for another customer by putting in two Single cards instead of the M card. He said he had only one card so he replaced my card and another tech came out two days later with another single card. Guess what. The replacement cards were both M Cards. They can not tell the difference between a single card and an M card. He took the second card.

    OK, so I have a new M card and guess what. The problem persists.

    I am getting worn out by all this plus I have missing shows.
     
  5. Jan 9, 2009 #25 of 280
    RoyK

    RoyK New Member

    2,935
    1
    Oct 22, 2004
    SW VA

    Advertisements

    Update.

    The refurb had the same problem with gray screens on v11 software. It updated before I could really try 8.1 that came on it.

    JetBroadband has jumped through every hoop trying to get the thing to work. The refurb is going back to TiVo today so I can get the $314 they charged to my credit card (for a refurb with no accessories!) credited back.

    A follow-up call to TiVo today (7th call) revealed that the CS Rep's promise to me of referring the problem to 2nd echelon was NOT kept. So far that's two committments TiVo has made to me (first was to set up a conference call between them, me, and JetBroadband -- TiVo's idea, not mine) that they neglected to keep.
     
  6. Jan 10, 2009 #26 of 280
    hogateb

    hogateb New Member

    2
    0
    Jan 9, 2009
    Been lurking here a while trying to find a solution to the issues that are discussed here. Cable Cards (Motarola) installed on TiVo HD on 12/22 by Cox of Northwest Arkansas tech (4 hour goosechase for another post). Same issue with gray screen on analog channels. Called TiVo CS on 12/23 and was told that the engineers are working on it. I let it ride until yesterday, 1/9.

    Called again and they had to completely research the issue again as though I had never called in before. TiVo told me the same line about the engineers are working on it, there is no ETA to a fix blah, blah. Escelated it to another level and was told that it is probably the TiVo box because this rep had only heard of this issue one other time. Returned it and exchanged it. Activated the new box last night 1/9, all is good without cable cards last night. Decided to install cards this morning. Inserted and called Cox customer service and was told that they cannot set them up, and that a tech has to come out for another install $$$, so that they can call and tell the person on the other end of the phone the exact same numbers that I can! Doubt it will fix the problem, very dissappointed in TiVo and Cox at this point in the game. Seems as though Cox has to support the cable cards the same as they would their box. They even said that they cannot support cable cards over the phone, but they could do everthing to their box!
     
  7. Jan 14, 2009 #27 of 280
    lettie23

    lettie23 New Member

    2
    0
    Jan 2, 2009
    VA
    Well, I've been waiting and hoping they would come up with a solution since calling doesn't seem to do much good. Finally yesterday Jetbroadband called to say Tivo might have a solution. Told me to talk with them and tell them it's level II and Austin is the lead contact on this issue. I called Tivo last night and talked with a pretty helpful person (Austin wasn't there) who said they have had some luck with pulling the cable card just far enough out that it isn't recognized and going through the guided setup (select will install cable card later). After the setup is over, re-insert the card. It actually worked long enough we got to watch a few of our shows and record them. Then at about 11pm (when there is no one to talk to), the channels disappeared. The Tivo rep had also said a restart will usually make the channels come back temporarily, so I tried that and it didn't work - got the acquiring channels screen. So frustrating!

    Tonight, it was still acquiring channels, so I called Tivo and spoke with someone extremely unhelpful who insists it's a cable card issue and it couldn't be their software vs Motorola b/c that would be too widespread. I tried to tell him there are people from all over talking about this on the internet. He told me to have a new cable card put in (I tried to tell him we did this already). Anyway, I lucked out for the moment b/c the channels randomly came back while I was on the phone with him. Guess I'll wait and see if they disappear again (which I'm sure they will). When it does go out again, I'm going to keep trying until I get to talk to Austin. It's too bad you can't always talk with someone helpful and informative. If anyone else finds a solution (besides trading in Tivo for something else), please let us know.
     
  8. Jan 14, 2009 #28 of 280
    RoyK

    RoyK New Member

    2,935
    1
    Oct 22, 2004
    SW VA
    I sent the replacement HD that TiVo sent me back because it had the same problem as the original one. I put the card back in the original, emailed JetBroadband and had them pair it back to the old one and send it a hit. Got it working for a half hour or so then back to gray screens on ALL channels except OTA and the message saying I need a cable card.

    Also like you it will come back in a couple of hours (I think that JetBroadband's computers must send periodic hits to the boxes) but lose it again when I change channels.

    Restart doesn't help mine either.

    Jetbroadband also told me to contact TiVo level 2 and ask for the person who has been working with them on the issue. Got sidetracked for a couple of days by a family emergency but will get back on it tomorrow. Like you, I don't expect any help from TiVo but we'll see what happens. I'll report back.
     
  9. Jan 14, 2009 #29 of 280
    hogateb

    hogateb New Member

    2
    0
    Jan 9, 2009
    Just an update to the TiVo/CableCard/Cox Communications issues going on in NW Arkansas. Tech came out on Monday, installed the cards, they paired just fine and he was in and out in less than 15 minutes. An hour or so went buy and card in slot 2 was not authorized. Called Cox, they sent a second hit and it has been working ever since. Able to view all channels analog and digital without issue for the past 48 hours. What would blow it up before for me was to record an analog channel. Still looking good.

    Sounds like a replacement as a fix is hit or miss. I am trying to break it to get the gray screen issue, but I hope it stays working.

    I will post an update later this week as to what is going on. Good luck to everyone else with this pesky issue.
     
  10. Jan 15, 2009 #30 of 280
    Leocatz

    Leocatz New Member

    3
    0
    Jan 15, 2009
    Facing the same issue while trying to help a friend with the initial set up of a new HDTivo box and Charter Cable. One M card installed. After allowing all initial info to DL from Tivo and running the set up a second time we have signals on 0-99, and some of the HD channels - but the grey screen on all Premium channels (SD and HD) and several of the HD cable channels (e.g. TNT, History). Tech is coming back on Sunday, but after reading this thread I'm skeptical of a solution. But I will try the remove - reboot - reinsert - reboot option suggested above before he comes. Thanks to all who post - even though it makes me crazy reading them. I actually starting to reflect fondly on the 3 OTA channel days. (yeah, I'm getting old). Geoffrey
     
  11. Jan 15, 2009 #31 of 280
    slyone

    slyone Member

    257
    1
    Jul 22, 2005
    My 1 yr.ols unit started having sporadic issues with losing channels! I also called and first was told it was a vers.11.0 issue then when I called a couple days later(same problem) I was told the first center was incorrect and to replace/renew the CC's...:confused: I had TW out and they said my levels were off and installed some sort of device with my already TW supplied amplifier. I also had the csr install new M-CC's which were also Scientific Atlanta's manufactured 7/07 and have not had any issues....yet! Been a week so far...
     
  12. Jan 15, 2009 #32 of 280
    lstorey

    lstorey want a GS fix!

    62
    1
    Mar 17, 2005
    DFW
    Has anyone withOUT cable cards found a solution to this?

    I was recording a show tonight and watching something else I had recorded. went to watch live TV and got the grey screen. I rebooted (after I determined that my show was not recording) and it seems to be working fine. However this is nothing something I want to do all the time. I lost a show on Tuesday because it said it didn't record because of no signal...however tonight's showed it was recording but it wasn't (light was on in the front of the Tivo)

    If I need to call Tivo I will but not sure what to tell them and is it a box issue (my box is less than a month old)?
     
  13. Jan 15, 2009 #33 of 280
    bkdtv

    bkdtv New Member

    7,902
    2
    Jan 9, 2003
    DC Metro Area
    It is well established on this forum that the analog tuners will periodically "go out" with a TiVo running the 11.x software. The result is a gray/black screen and missed recordings on those tuners. Over 100 different users on this forum have reported it.

    TiVo is no doubt working on a fix (how could they not be?) for release in the near future. If it weren't for the Christmas holidays followed by CES, I suspect TiVo would have addressed this issue already.
     
  14. Jan 16, 2009 #34 of 280
    lew

    lew Well-Known Member

    4,264
    85
    Mar 12, 2002
    Tivo needs to have a system in place to roll back selected customers to the previous software version. Something that can be done at tivo's end. Tivo may also need to increase the number of beta testers, or at least make sure beta testers have more diverse systems.

    I understand the holidays and CES will delay the solution with 11.X software but tivo should have an interim solution (roll back) ready to go.
     
  15. Jan 16, 2009 #35 of 280
    RoyK

    RoyK New Member

    2,935
    1
    Oct 22, 2004
    SW VA
    Called TiVo again yesterday. Asked to speak to Austin (L2 Support) who supposedly is working with Jetbroadband on this issue. Was told that he wasn't available to talk but that my case would be escalated directly to him and he would call me as soon as he was free. He didn't.

    Called again today and again asked to speak to Austin about the JetBroadband issue. As soon as I mentioned Jetbroadband the L1 guy (James) said - "Oh, the gray screen issue. Lots of JetBroadband customers have called. We've been instructed not to forward to L2. The issue has been escalated to Engineering. Its a software issue."

    I commented something about the box I bought on Thanksgiving being useless then. He said I could always pull the cablecard out and get the analog stuff. That's not what I bought the TiVoHD for folks....

    So.....?????
     
  16. Jan 16, 2009 #36 of 280
    lew

    lew Well-Known Member

    4,264
    85
    Mar 12, 2002
    You have to decide what you want. You can certainly ask for a service credit until the issue is fixed. Do you want tivo to "buy back" your unit? Do you want to be put in a priority list to test the updated software?

    Any are reasonable requests.
     
  17. Jan 16, 2009 #37 of 280
    JimjimH

    JimjimH New Member

    18
    0
    Oct 10, 2008
    Phoenix,...
    I have 3 Tivo HDs. I'm having a similar gray-screen problem on my unit that does NOT HAVE a cable card. It happens approx. every 10 days. It stops receiving anything from the cable but still plays back previously recorded shows, changes channels, etc. I've been rebooting to solve the problem. If this is a problem with the 11.x software it will be interesting to see if and when Tivo gets it fixed.
    Thanks.
     
  18. Jan 16, 2009 #38 of 280
    bkdtv

    bkdtv New Member

    7,902
    2
    Jan 9, 2003
    DC Metro Area
    It will definitely be fixed and soon. But how soon is anyone's guess. It could be two days or it could be two weeks.

    If I were a betting man, I would say more than two days and less than two weeks. Major issues like this don't get past TiVo very often, but from past history, we know that TiVo works hard to get fixes out very quickly when they do.
     
  19. Jan 16, 2009 #39 of 280
    lew

    lew Well-Known Member

    4,264
    85
    Mar 12, 2002
    Someone might drop TivoJerry a PM. He posted in the series 1 connection thread and said tivo is working on it. I suspect tivo will do everything in their power to get the issue resolved prior to the Super Bowl.
     
  20. Jan 18, 2009 #40 of 280
    lstorey

    lstorey want a GS fix!

    62
    1
    Mar 17, 2005
    DFW
    this happened to me on Tuesday and then again today. I hope that they are working on it. I can't keep resetting the Tivo!
     

Share This Page

spam firewall

Advertisements