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 19, 2009 #41 of 280
    MadPiper

    MadPiper New Member

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    Jan 13, 2009

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    When I got home on Friday night after work my Tivo had the grey screen again. I called in to Tivo Support and got a very cooperative and friendly person. He had me unplug the Tivo for 30 seconds and then plug it back in.
    • No, this didn't (permanently) fix it, and I didn't expect it to. Of course it cured it temporarily.
    • He didn't ask me any kind of diagnostic questions (ie signal strength, cable-card questions, cable-company, etc.) :confused:
    • I asked if Tivo recognized this as a problem, and he said yes and that they are working on it.

    At the end of the call I said that I needed to speak with Billing to see about not paying for a service that I'm not receiving (since I can't depend on my Tivo to record when I'm not there).
    • He didn't pass me to billing; instead, he said that he would note it in my case that I have asked for a credit.
    • He said that if I am still having the issue in a couple of days, to call back and mention that I had requested a credit, and "it would be taken care of".

    I think that the combination of Tivo not even asking for diagnositc information of any type on this problem, coupled with the fact that they seem very ready to credit my account, indicates that they know they have an issue and they are trying to do damage control.

    I encourage everyone who doesn't have a lifetime contract to call Tivo Support, report the issue, and then ask for a credit. Having customers asking for money back can't do anything but motivate them. :D
     
  2. Jan 20, 2009 #42 of 280
    jpasint

    jpasint New Member

    6
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    Apr 30, 2006
    Same issue here. 4 day old Tivo from Best Buy. Did not have the issue with v8.x that came with it. First full day after v11.x update I came home from work to the grey screen. Recordings played but no channels would. I don't have cable cards yet, just connected directly to Comcast cable.
    My immediate reaction was to restart the box and that brought the channels back.

    Waiting for a fix......

    Joe
     
  3. Jan 23, 2009 #43 of 280
    kgro

    kgro New Member

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    Jan 23, 2009
    I've been having this problem since I upgraded to a HD tivo. Except, unlike most people posting here, this happens on a daily (if not more often) basis. I have had TiVo for at least 3 years and have never had a problem. Now I'm missing most of my seasons passes. I work 12 hour shifts, so when I get home from work and realize nothing recorded for most the day, I am NOT a happy camper.

    I do NOT have cable cards yet. My signal strength is "high", even when the gray screen is showing no video. Both hard and soft resets restore channels...until the next time. None of my wiring has been changed. I have tried to look for patters as to time of day, channel recording, etc, and have not found any patterns.

    Doesn't sound like cable cards help the issue at all.

    I'm going to call TiVo support tomorrow hopefully (working 12 hour shifts all weekend). However, it does sound like they have received MULTIPLE complaints, and are working on the issue. Not sure if my complaint will make a difference, but I guess it can't hurt.

    Any other advice from anyone besides just waiting around for some kind of update and continuing to miss my shows? :( Thanks!
     
  4. Jan 24, 2009 #44 of 280
    RoyK

    RoyK New Member

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    Oct 22, 2004
    SW VA
    Call and keep calling. The more who call the more seriously they will take this problem.
     
  5. Jan 27, 2009 #45 of 280
    lstorey

    lstorey want a GS fix!

    62
    1
    Mar 17, 2005
    DFW

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    I wish we didn't have to call but could send in feedback. I know how to reset my system and the one time I called the wait time was 20 or 30 min. I really don't have that kind of time
     
  6. Jan 30, 2009 #46 of 280
    wtherrell

    wtherrell Active Member

    673
    77
    Dec 23, 2004
    Huntersville...
    Mine was doing this well before the 11.x software. Perhaps the 11.x just made the problem worse?
    I'm so sick of this TIVO mess I'm ready to throw up. Never had any serious problems with my previous S2 units. Tivo is just putting a very inferior product on the market with the THD. No matter how good the interface and features are if the thing won't work reliably in the first place. Why should I pay TIVO another $149 for something that was never right in the first place?
     
  7. Feb 4, 2009 #47 of 280
    RoyK

    RoyK New Member

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    Oct 22, 2004
    SW VA
    Update. Just got off the phone with my contact at JetBroadband. She confirms the following:

    ALL Jetbroadband customers with TiVOHDs have been experiencing the gray screen/loss of channels issues with cablecard installed since TiVo's Version 11 update.

    NONE of them were experiencing the problem prior to the Version 11 update.

    They took the TiVOHD they purchased to troubleshoot the issue to ALL of their headends. It had the problem on ALL of them.

    Jetbroadband is NOT the only cable company having this issue.

    Jetbroadband, Motorola, and TiVo are having frequent conference calls regarding the problem.

    The above points squarely to TiVo's Version 11 software as the problem. It appears that the only resolution can be made by TiVo.
     
  8. Feb 11, 2009 #48 of 280
    Roderigo

    Roderigo New Member

    531
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    Mar 11, 2002
    Brookdale, CA
    Hmm. From your post, I don't see enough data to come to that conclusion. I could see it being tivo's problem, but I could also see tivo changing something that exposes a cable company problem.

    In particular, this comment:
    If all 3 companies are involved, it doesn't sound like "the only resolution can be made by tivo"
     
  9. Feb 11, 2009 #49 of 280
    RoyK

    RoyK New Member

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    Oct 22, 2004
    SW VA
    Yeah, it may have exposed a problem I suppose that's possible. It may also be due to global warming I suppose.

    However it worked before TiVo changed the software. It hasn't worked since.

    TiVo has told me that it is a software issue and they are "working on it".

    Other's are seeing the gray screen issues - they seem to manifest themselves in different ways.

    This issue isn't the only one I've seen since the V11 upgrade. I've had to reboot several times due to hangs (see's remote button presses but doesn't respond) and blank menus.
     
  10. Feb 11, 2009 #50 of 280
    ozbone

    ozbone New Member

    22
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    Mar 23, 2006
    I'm not sure my problem is exactly the same but am curious if anyone else has encountered it ..
    I have two TiVo HDs (one 2 years old, the other a year+ old) and occasionally I will find that all of my analog channels will go away. If the TV was originally on an analog channel the picture is frozen; switching to another analog channel yields a gray screen, complete with program info but no "searching for signal" message. My digital channels all work perfectly. My cable company has checked out signal, etc and it all checks out fine. It happens every couple of days, and sometimes to both TiVos at the same time. A restart fixes the problem.

    UPDATE: The most recent occurrence - yesterday - revealed something interesting. One of the THDs was frozen but I had to leave and could not restart. When I came back I noticed it was recording. Expecting it to still be frozen I found instead that it had changed channels and was successfully recording.
     
  11. Feb 11, 2009 #51 of 280
    TooMuchTime

    TooMuchTime New Member

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    Jun 29, 2008
    I have a troubleshooting step to try. It's an idea; it may not be a good idea, but...

    I don't know of a way to turn off Tivo's ability to phone home, but maybe this issue has to do with v11 and updating. If there is a way to only use a manual update, turn off the auto-update and see if the problem persists.

    If the problem goes away, leave it that way for about a week to be sure it's "fixed." (You should have enough channel data for 2 weeks.) Then, when you have time, manually update and see what happens.

    If the problem comes back, that would be very helpful for Tivo to know.

    Like I said, it's an idea, but not necessarily good one.
     
  12. Feb 11, 2009 #52 of 280
    RoyK

    RoyK New Member

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    Oct 22, 2004
    SW VA
    Thanks for the thought but the update we're talking about is the Version 11 software update that occurred in early December - not the program schedule update.
     
  13. Feb 12, 2009 #53 of 280
    lstorey

    lstorey want a GS fix!

    62
    1
    Mar 17, 2005
    DFW
    I am on hold for support because I am tired of this rebooting! They should have had a fix by now. I have missed several programs for no good reason and I'm not happy about it.

    I do no have any of these issues with my series 2 dvr, it is definitely the HD one I just got
     
  14. Feb 13, 2009 #54 of 280
    Leon WIlkinson

    Leon WIlkinson TiVo Gone Wild

    1,324
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    Feb 13, 2000
    TiVo Town
    This is what is up with my TivoHD{no CCards), I enabled the Qam channels and those will work when analog is out. This is getting worse, more frequent lately, along with reboots. At first I thought it was just the TV, it would go black/grey then fiddle with channels and or power it off and TV's CC would be enabled. I disable them then it would happen again. It does it sometimes if I power it off to leave, then I come back. So some of it might be the TV.
     
  15. Feb 14, 2009 #55 of 280
    TooMuchTime

    TooMuchTime New Member

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    Jun 29, 2008
    Agreed. But from what I read, this problem can be "fixed" for a while, then it comes back. Maybe the reason it comes back is the DVR phoning home. I'm not saying to disconnect it, just stop it from getting program data for a bit. If the problem persists, well...you haven't lost anything because it's still broken.

    On the other hand, if stopping the program info download fixes the issue, that is something Tivo should know.

    It's just a troubleshooting step to try.
     
  16. Feb 15, 2009 #56 of 280
    seggers

    seggers Member

    45
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    Oct 6, 2008
    WNY
    Having the same problem with my stock S3. Every once in a while, after v11, I'll come back to live tv to see the grey screen. If I remember rightly, I don't think it matters whether a show had been watched or not before hand.

    No CC installed. I end up rebooting with three thumbs down. All seems good after that.

    I'm going to report this to TiVo tomorrow.

    Seggers
     
  17. Feb 15, 2009 #57 of 280
    dave13077

    dave13077 Member

    356
    23
    Jan 11, 2009
    I am having the same grey screen problem on my 2 stock HD units. I have TWC with a M card installed in both. I called Tivo today to report the problem and they said it is a known issue and a fix (software patch) is due out any time. The tech did not know a timeframe.
     
  18. Feb 16, 2009 #58 of 280
    dave13077

    dave13077 Member

    356
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    Jan 11, 2009
    After thinking about it for a while I think I know what I was doing the times I got the grey screen.

    Any time I would flip through the channels using the "channel up/down" button. I would scroll through the channels quite quick. I was just reading the info on the channel and then going to the next channel without letting the channel load. I did this a couple of times yesterday and within an hour I had the grey screen on all channels. I have to reboot the Tivo and TA twice but everything returned to normal.

    On my other unit when I scrolled through the guide quickly I would get a grey screen on the channel I finally selected. Only the selected channel was grey and everything else was fine. After awhile the channel would come back on its own.

    It appears to me that the TIVO is having issues when the channels are scrolled through quickly either with the channel up/down button or through the guide.

    Changing channels using the number pad seems to work fine.

    Maybe someone else can test this out also and see if they get the same results.
     
  19. Feb 16, 2009 #59 of 280
    leedalton67

    leedalton67 New Member

    15
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    Jan 18, 2009
    I had the same problem with a Charter Cable Card. Grey screen on many of the HD channels. I thought they were not part of my upgrade package, so I just took them ot of the channel line up and watched them on SD. I ejected the card and reinserted and then did a software update and my HD channels started working. I still have a grey screen delay when changing channels but I can live with that for now.
     
  20. Feb 18, 2009 #60 of 280
    Uncle_Steve

    Uncle_Steve Member

    105
    0
    Jul 23, 2004
    Sykesville,...
    It's happened twice now with our TivoHD. Both times required Comcast to send a hit to the card. Comcast here uses Scientific Atlanta M-cards.
     

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