Service connection failure for 2 wks, no guide, otherwise all OK

Discussion in 'TiVo Help Center' started by HairyHarry, Feb 28, 2020.

  1. HairyHarry

    HairyHarry New Member

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    Jan 24, 2020

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    I'm getting a service connection failure for the past two weeks now on my Roamio OTA with a new 8TB HD upgrade as of 3 weeks ago. I've tried numerous manual service reconnects that all fail. I've now unplugged the Roamio's ethernet cable and am waiting for what I've read is the prescribed fix, waiting 3 or 4 days to reconnect the network and service should successfully reconnect. Is this the right repair???

    In addition to the prescribed possible fix, I've noticed another solution here at TivoCommunity.Com from 2017 that I'll try next if need be. It requires a small bit of computer expertise and has to do with the TiVo company server's not linking up to customer router's correctly--that solution is located at [page title] CONNECTION FAILING 12/23/17 [link location] tivocommunity.com/community/index.php?threads/connection-failing-12-23-17.556275/page-3

    BTW, so far I've noticed the loss of the program scheduling media guide, while the channel list is fully intact and the one pass list is too except with the media guide lost [empty] the one pass program list is all grayed out. All program recordings are intact and manual recording is fully functional, though without an active media guide manual recording titles become REC followed by the channel number & abbreviation letters, for example: REC 10.1-WYNT
     
  2. Mikeguy

    Mikeguy Well-Known Member

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    Pls. keep us advised as to how this works out (hopefully, successfully).
     
  3. Mar 3, 2020 #3 of 10
    HairyHarry

    HairyHarry New Member

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    --If anyone reads this and has any experience or repair advice with this problem I'd very much appreciate your help ...or who I might contact or if I'm on the right repair track below--

    UPDATE:

    After an internet disconnect of just over 4 & 1/2 days with this Roamio OTA (series 5, OS version 20.7.4b), that is an ethernet disconnect (no WiFi), I went to the Roamio's network connections menu and performed 5 manual reconnects in a row and, as before the 4 & 1/2 days disconnect, nothing has changed--each manual reconnect attempt fails when reaching the last of the reconnect menu items: "Loading Info". It seems to start loading and reads 1%, then stays there for a minute and then is replaced by the message "there was an error loading series data".

    BTW: the last of years of successful service connections was Feb. 13th 2020 (near after an 8TB drive upgrade--red flag???). Approx. 10 days later the guide was basically empty--all guide program scheduling listed all the same channels numbers & channel icons (i.e., NBC) with "to be announced" as the names for each row of where hourly TV program names normally sit.

    In addition, I use a combined AT&T U-verse modem-router linked to an Asus router (I've always had the U-verse router by-passed in favor of the Asus and TiVo initially addressed it and constantly remained in service with this combination from its beginning here.

    This identical failure repeated all 5 times so I guess it's now onto attempting the 5 other possible repairs--most of them I've found here at TC:

    (1) Since this disconnect problem actually started about when I created an 8TB hard disk using MFSTools 3.2 (that was just a few weeks ago now--I didn't notice any problem at that time-only noticed the connection problem when the guide information basically disappeared about 10 days or so later), I'm also thinking of making a clone of my much smaller 500MB original TiVo hard disk and rebooting the Roamio with that and if that successfully makes a complete service connection then I'll put the 8TB disk back in and go from there, but I guess this might only cause the same repeated problem.

    BTW, you have to wonder why the TiVo IT people would use a different server address error and then when it doesn't link with a registered lifetime service Roamio unit not notice it right away--an error like this should make itself known automatically to the TiVo IT people right away!

    (2) Kickstart 58 - I'm not familiar with this repair option so maybe I'll try this last;

    (3) Forcing a complete factory restart as in a new set-up tour where you enter your local zip code etc. --if my memory is right, I've read that this can result in a successful service connection BUT all recordings (and likely everything else like One Passes, channels, etc.) are lost.

    (4) As mentioned in my prior message Feb 28th above under "CONNECTION FAILING 12/23/17", that involves getting my router to find the slightly different server address that TiVo is attempting to connect to my Roamio with (which of course my router wouldn't be set for since it's already been set previously (and of course is still set to it) to the initial successful server address created between this Roamio unit and the TiVo server when I first put this Roamio online.

    (5) contact TiVo or the extended warranty company--up to now I thought this was a simple problem I could just fix on my own.
     
    Last edited: Mar 3, 2020
  4. Mar 3, 2020 #4 of 10
    HerronScott

    HerronScott Well-Known Member

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    The Kickstart 58 sounds familiar related to this however you might want to post your question in the upgrade thread for larger drive upgrades.

    Scott
     
  5. Mar 4, 2020 #5 of 10
    HairyHarry

    HairyHarry New Member

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    ...thanks Scott. I'll give that a try in the upgrade thread.

    Harry
     
  6. Mar 4, 2020 #6 of 10
    schatham

    schatham Well-Known Member

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    Seems the issue is related to the HD upgrade. I thought 3tb was the max. It does not look like a connection problem, but a problem with loading info onto the new HD.

    Loading info means you have made a good connection.
     
  7. Mar 4, 2020 #7 of 10
    kribar

    kribar New Member

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    Sorry if this is the wrong place to put this.
    My Premier XL lifetime has worked fine for years, but coincidentally it ALSO made it's last successful connection on Feb. 13th 2020, with no changes to my setup. I've tried manual connection, but it always gets an N13 or N17 error. Support wants me to reset my modem. Does that seem like a logical fix? All my other devices still work, and I can still access things like Netflix from the Tivo. It seems like a problem on their end.
    Thanks!
     
  8. Mar 4, 2020 #8 of 10
    HairyHarry

    HairyHarry New Member

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    ...thanks schatham... now that you state it, it reminds me of the Roamio connection menu--this is what my Roamio 5 step connection menu process actually looks like at its completion:

    Preparing: (done)
    Connecting: (done)
    Getting Info: (done)
    Disconnecting: (done)
    Loading Info: loading info 1% (after a minute this becomes Loading Info: there was an error loading series data)

    ...anyway I see your point it does show a connection, in fact the Roamio completes each step from prepare to connect all the way down to the last step of loading info where it gets hung up at the loading starting point of 1%, and so now do you have any idea why it can't or doesn't load info onto this Roamio's upgraded drive--a drive that otherwise has been able and still is able to repeatedly perform everything else it should including recording TV???

    BTW, I've also followed Scott's suggestion above and also put this help request in the forum's Upgrade Thread, titled: "...requesting help...post 8TB upgrade, no guide, no service connection..." Thanks again!
     
    Last edited: Mar 4, 2020
  9. Mar 4, 2020 #9 of 10
    HairyHarry

    HairyHarry New Member

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    Jan 24, 2020
    Hi kribar:

    ....being new to TiVo troubleshooting I'm not familiar with any error codes including N13 and N17 ...also, that's a quite a coincidence each of us having Feb 13 2020 as our TiVos last successful online connection.

    One thing I do now know about a Roamio connection problem is that I just tried a complete power disconnect of my TiVo Roamio, MODEM and router followed with the logical restart sequence of the group starting with the MODEM and waiting for its boot-up completion, then same with the router, and then the same with the Roamio, at which point I attempted a manual system connection of the Roamio and it failed at the same "Loading info" point that I described above in my earlier post here in this thread ...for good measure, I also repeated all that same process a second time with the same unsuccessful result.

    By the way, read schatham's reply note just above your post above. He replies to me that my Roamio connection is being made but that the full connection process doesn't complete its final step of "Loading info"--which is still a problem because my Roamio is useless without its loading guide scheduling info.

    So, I guess my TiVo Roamio repair is going to require my remaking the upgraded hard drive because at this point I think I somehow upgraded it incorrectly.

    Harry
     
  10. kribar

    kribar New Member

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    Mar 4, 2020
    Hi Harry,

    Thanks for the thoughts. This is preventing my guide from downloading also. So my unit is pretty useless without it too. It's not a Roamio, and I have made no hardware changes, true, but it just seems so coincidental. And the error codes are pretty clear that I am NOT making the connection. I can see where it's trying in my router, but not seeming to find the site with the guide. Frustrating.
     

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