Premiere XL4 nosediving

Discussion in 'TiVo Premiere DVRs' started by Leo_N, Jun 15, 2015.

  1. Leo_N

    Leo_N Lucky 200 member

    536
    4
    Nov 12, 2003
    Wisconsin, USA

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    Ugh,

    Major disappointment with my XL4 today. Came home to find it showing up as a red X on my Roamio, went to the other room and went to use it, everything looked fine, but when trying to activate the guide it comes up with the error that it doesn't have service (box has had lifetime since I purchased it directly from TiVo.) I force a connection then reboot. No dice. Call into support, get a guy who seems to know exactly what is going on. Tells me force two connections back to back, restart the unit then force another connection and should be good to go. If that doesn't work reboot network (router, modem, etc.) and then reboot TiVo again. Mentions that this has been a very weird problem that happens in bursts with Lifetime units with no apparent pattern of location or systems, etc. Anyway, none of that works, so I call in again, next guy looks through some other things, has me read some things from the system information.

    Seems the software version is completely wrong, then asks me if the box had ever been on SuddenLink cable. (wasn't even sure of the word he was saying, have never heard of SuddenLink before.) I tell him no, it has been on charter cable since brand new and has never done anything weird like this. He says he is sending a bunch of hits to my box and to have it connect a couple times, but they are closing soon, so I may not be able to call back in time again if that doesn't work.

    Of course, no dice again. :(

    Last tech also said they may have to replace my box. Ugh, full of recordings I haven't watched yet, and I can't transfer them because according to my TiVo I have no service so of course Streaming and Transfer are not available. Wonder if any of the other options out there may work? Don't feel like messing with this anymore tonight. Think I ended up with about 20 connections to TiVo (all successful) tonight and 5 or 6 reboots.

    At least I was able to copy all of the season passes to a different Roamio box for now, so I won't miss new recordings, but not sure what the plan will be for all the unwatched stuff yet.

    FYI:
    what does work:
    Can watch recorded shows.
    Can tune into live TV (one tuner)

    what doesn't work:
    Guide
    Current program info
    To Do List
    No season pass information (not even in the menus as an option)
    Multiple tuners
    Possibly other stuff.

    Please note, I will continue this with TiVo support, mostly posted this to see if others have had similar experiences, and also to document this for any future members to find.

    Also, just wanted to vent a bit!
     
  2. Teeps

    Teeps Well-Known Member

    2,168
    87
    Aug 16, 2001
    Torrance,Cal...
    Did you try, bypassing your router, by connecting this tivo directly to the cable modem?
     
  3. Leo_N

    Leo_N Lucky 200 member

    536
    4
    Nov 12, 2003
    Wisconsin, USA
    Seeing as it's connecting successfully, not sure how it will help, but certainly worth a try! Will give that a try when I get home tonight.
     
  4. Leo_N

    Leo_N Lucky 200 member

    536
    4
    Nov 12, 2003
    Wisconsin, USA
    Premiere XL4 seems to survive it's nosedive, pulls up at last second!
    _____

    So, I had copied this post over on the official TiVo forums as well, and got a response from one of the people doing support in that forum. She ended up having me send her my service number so that she could look into the issue, after a couple of days I received an email from TiVo support in reference to my original CS ticket number. This came from an Advanced Escalations Specialist and he told me they think they fixed my problem and that I should attempt a connection with TiVo.

    With a bit of hope (not a lot!) I went to the unit and performed the connection. Walked away from unit and did something else. Heard the live tv kick back in a bit later (what normally happens when leaving the unit in the menus for too long) and went in to check out what was going on. Went back in the settings/network area and saw the connection still wasn't finished, but decided to look around a bit, saw my service level had changed from A to C (that is a good thing!!), went to live TV, saw I had 4 tuners showing again (definitely feeling very hopeful now!) Turned TV off and let it finish the network connection completely, went back about an hour later and checked again. "Pending Restart" in connection status. *Crossing fingers* now, thinking this is either going to work or restarting is just gonna kick me back to the A service status.... Restart... go to other room to wait.... Hear the THX opening sound... check system info... Service Level still at C (Yay!), Software version seems much better 20.4.7xxxxxx, that is better than the 20.4.5xxxxx that I had when the nosedive began.

    All functions seem to be good. About the only thing I'm not seeing is Plex, not a big deal for now, I have an Xbox 360 in the same room that has Plex for that TV.

    Now just to play a little waiting game and use this for a while and hope all remains great!
     
  5. Leo_N

    Leo_N Lucky 200 member

    536
    4
    Nov 12, 2003
    Wisconsin, USA

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    Update two weeks later:

    Everything still working great, with no issues.

    Thank you to tivosupport_sarah on the official TiVo forums for the help!
     

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