Stops Responding to Remote Commands

Discussion in 'TiVo Premiere DVRs' started by eddieb187, Sep 29, 2010.

  1. crxssi

    crxssi Veteran TiVo User

    2,795
    2
    Apr 5, 2010

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    Although it wouldn't totally surprise me if nobody at TiVo monitored the forums, it is more likely the guy doesn't know what he is talking about.

    It would be crazy for them to not read the forums, because they contain a gold mine of useful information about what some of their customers are going through, their feelings, their suggestions, and specific useful data about problems. Sure, there is a lot of noise, but it is not like there are hundreds of posts per day.
     
  2. azmojo

    azmojo New Member

    29
    3
    Nov 25, 2008
    My Premier just froze on me. One pattern that seems pretty solid is that frequently when it happens, it happens on Sunday evenings between 5 and 8pm.

    I've called tech support twice about this issue and the first time the guy totally mis-characterized it. Even though I accurately stated the problem and never said 'slow to respond' that's how he characterized the problem. The second guy understood what I was telling him but didn't have anything to offer either.

    The unit they did send was a refurb unit in a plain brown box, with no cords, manuals, or anything. They charged me about $500 and gave me 90 days to replace my existing unit and return the "defective" one to get it credited back. This really disappointed me as I purchased the extended warranty and they were going to charge $500 - the same amount as they charge for new NEW unit with ALL materials (remote, manual, cord, etc.) for a stinkin' refurb with no materials. I ended up returning the refurb unit they sent as I am sure that it would not fix the problem.
     
  3. asahi

    asahi New Member

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    Sep 30, 2006
    San...
    Okay... My premiere has started to not respond to commands as well. 3 times today and twice in the last hour. It makes me disappointed that I put the series 3 in the bedroom. After unplugging and rebooting, it works fine. It has the 14.7 software. I've been using the SD menu because I'd get the green doughnut with the HD menu.
     
  4. PedjaR

    PedjaR Member

    202
    2
    Jan 4, 2010
    Cary, NC
    Of course, as soon as I opened my big mouth, my Premiere decided to first freeze the picture and then reboot all on its own as I was watching a recorded show and recording another (Tivo is on a UPS, together with the TA). Got a nice 10 minutes gap in the recording. A few hours later I got a "normal" not-responding-to-remote thing that went away after several minutes of leaving it alone. Pains me to say it, but even the TWC DVR I used to rent was definitely more stable (and that one had a cable card, too). Not to mention ReplayTV I used to own, which never caused trouble. It is interesting that, this long after the release, Premiere would still not work reliably (based on this thread, and some others, this is very likely not just me having a bad box).

    What did the re-pairing of cable card involve in your case? Did they send somebody or was it done over the phone?
     
  5. rahnbo

    rahnbo Well-Known Member

    1,263
    37
    Sep 12, 2010
    Greenville, SC

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    I've started to notice this as almost a guaranteed event now. If I reboot for whatever reason (usually because a remote lockout fails to unlock after 10-20 minutes) then almost always within another few hours their will be another remote lockout that clears itself in the "normal" 10 minutes.
     
  6. PedjaR

    PedjaR Member

    202
    2
    Jan 4, 2010
    Cary, NC
    It matches my last two experiences.
     
  7. rahnbo

    rahnbo Well-Known Member

    1,263
    37
    Sep 12, 2010
    Greenville, SC
    We're assuming they care about us people on the SDUI. I wonder if they even have anyone working on anything to do with the SDUI?
     
  8. crxssi

    crxssi Veteran TiVo User

    2,795
    2
    Apr 5, 2010
    It was done over the phone. But it isn't likely your problem if you never get those pop-up screens with the cable card message like I was having.
     
  9. chrispitude

    chrispitude New Member

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    Apr 23, 2005
    They told me the exact same thing, nearly word for word.
     
  10. PedjaR

    PedjaR Member

    202
    2
    Jan 4, 2010
    Cary, NC
    Right, I did not have any of those pop-up screens.
     
  11. TishTash

    TishTash Active Member

    568
    73
    Jan 23, 2008
    Merrick, NY
    I feel for all of ya, especially since I've gone through what y'all have and then some. For whatever reason (14.7, bluetooth slide remote, no need for TA, new cablecard), I haven't had a hang for a long, long time (about three months now). I had a "green doughnut" hang at an HD trial, which I was able to stop with a Flash interface restart. (This experiment didn't last long: I love the SD speed on Premieres, which makes my S3 seem like molasses on going back.) That was about it. When I do have a remote non-response incident, it lasts about a minute or less.

    It is real, though, because I went through it and in spades (see previous posts early in the thread). The frustrating part for those still evidencing this phenomenon is that I have no idea why it went away, other than TiVo claiming they worked on it, and "good for you it now works." Doesn't exactly fill me with overbrimming confidence.

    My big suggestion is to submit incidents via email to TiVo.com support. They do seem to be more complete and take more time and consideration than phone support, and escalate problems with less interference. And they do answer rather promptly. Good luck to all.
     
  12. rahnbo

    rahnbo Well-Known Member

    1,263
    37
    Sep 12, 2010
    Greenville, SC
    LOL, you must have got the new guy at Tivo email support who still cares. Every time I email support first they try to tell me it'll be fixed in a few months and try to close the ticket. When I push them further they just end up telling me to call in to phone support.
     
  13. rblum

    rblum New Member

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    Sep 11, 2009
    10 more days and no further issues. So one freeze/reboot in like 3 weeks.

    Bob
     
  14. rahnbo

    rahnbo Well-Known Member

    1,263
    37
    Sep 12, 2010
    Greenville, SC
    Last night's remote lockup was epic. There was a tuning error leading up to this one. It said it was recording AMC Breaking Bad. But when I went to check it "said signal error, trying again" (which we all know Tivo NEVER EVER tries again). I checked the signal strength which was 90. I fired up the Brighthouse STB and tuned in AMC just fine. Went to my other Premiere and tuned it in just as well with the same signal strength. Since it was only a few minutes in to the show I was going to just stop the recording and record again which usually works. Nope. Screen went black and even though the LED's were indicating the remote commands were being received nothing was happening. Then it rebooted on its own. Meanwhile I just watched the show on the STB. When the box fully rebooted and indicated it had resumed recording the show with the red LED I switched back to Tivo to watch the show and it was recording fine (minus the chunk of time it missed while malfunctioning) with the same signal strength. But you can all guess what happened about 15 minutes later. . .a 10 minute remote lockout. At least it locked out and displayed the show I was watching but what a pain. The worst part of all this is if I hadn't been up at 2am to check this then the show would have been lost and I might never have known it. Premiere doesn't put a placeholder for missed recordings like it used to with the S2. I don't care if records an hour of dead space I just want to know when something went wrong without having to keep spreadsheets and checklists and comparing logs.
     
  15. jonja

    jonja New Member

    80
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    Feb 22, 2007
    I have my Tivo Premiere for maybe 3 weeks. I have a TA and until this weekend had been using the HD menus, at least until I managed to sell my old Tivo HD with Lifetime and until I felt comfortable with the Premiere. This weekend, that was accomplished.

    My wife and son both rebelled soon after my Tivo HD was carried out the door, telling me how much they hate new HD interface. So I turned on the SD interface and enjoyed the greater speed.

    That lasted 3 days. Bet you know what I am going to say! Remote lockout. LiveTV continued to work, but the remote stopped working. Ended up rebooting, and the issue immediately happened again. I turned the HD menus back on and poof! no remote lockout issue.

    I will add that the freeze up seemed to be focused around getting back to the SD Tivo Central screen. Yes, the remote was locked up, but so was the screen: black while it worked through whatever issue it was working through. If I waited it out (10 mins or so) and stopped pressing the remote, eventually Tivo Central would return. If I went to Now Playing or LiveTV from there, it worked---until I wanted to go back to Tivo Central---then the full symptoms returned. Tivo continued to record while I waited it out.

    Not touching the remote and staying away from Tivo Central seems to help.

    Gag, this is frustrating. I can't believe I spent so much time and money on this upgrade.
     
  16. rahnbo

    rahnbo Well-Known Member

    1,263
    37
    Sep 12, 2010
    Greenville, SC
    That's the solution, stop using Tivo! LOL, a support rep actually suggested something like that to me once. :eek:
     
  17. jonja

    jonja New Member

    80
    0
    Feb 22, 2007
    I really have had CSRs (with my Tivo HD) tell me that any problems I had with the Tuning Adapter (such as missed shows, due to tuning failures) were my fault: I was stupid enough to stick a POS TA on a Tivo, or as he put it, put cheap tires on a sports car.

    The CSR wasn't the least bit convinced when I explained that 85% of my HD channels could only be got through a TA and that without it, my Tivo HD was just an overpriced Series 2, recording primarily analog content -- minus the fabled stability of the Series 2 ;-)

    With Cable being almost universally a monopoly in most communities throughout the U.S. (only Tivo-compatible alternative being FiOS, which I can't obtain and which Verizon has stopped rolling out -- no new fiber!), if you need a TA to use a TA, you have NO choice: Only alternatives are moving (right, I am moving to a new location to make Tivo happy) and switching to a generic DVR. Oh wait, stop watching 85% of my HD channels; that is the alternative that made sense to the CSR.

    I told him that it was more accurate to say I was putting the ONLY tires made that fit my sports car that were available for use in my town at any price. TAs are something Tivo needs to play nice with and not ignore as being someone else's problem (by which they are right: it's their customer's problem...)
     
  18. abredt

    abredt West Valley TW L.A.

    163
    0
    Nov 4, 2004
    Remote freeze using replacement TiVo.

    I was all set to tell you all that the replacement unit fixed it.
    Two weeks later - a freeze going to TiVo Central.

    Sadly, cb
     
  19. crxssi

    crxssi Veteran TiVo User

    2,795
    2
    Apr 5, 2010
    Well, I have been saying that. If there is no remote response, each additional button you press after that point seems to stretch the delay out by another 10 to 30 seconds. If you can resist pressing a button, some of the lockouts could be recovered in less than a minute.

    As for avoiding TiVo Central- that is kinda impossible.
     
  20. crxssi

    crxssi Veteran TiVo User

    2,795
    2
    Apr 5, 2010
    I am extremely sure the remote lockout issue is a software problem, not hardware. So swapping boxes is not likely to ever make a difference. Not that I think ALL problems people might have are always software- but I am guessing 95% of them are.

    Knock on wood- it has been three weeks since my last "no response to remote" issue. So going two or even three weeks (or perhaps longer) without the issue doesn't mean it is fixed.
     

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