TiVo HD picture freezes

Discussion in 'TiVo Series3 HDTV DVRs' started by andyw715, Nov 29, 2007.

  1. Jun 10, 2008 #361 of 1091

    glinda58 New Member

    May 31, 2008


    I have had the hd about 2 weeks (had the old number 1 dial up kind, no problem for years). This reboots itself - for no reason, freezes, shows frames of motion that shouldn't do that kind of motion. Has endless problems with the two cable cards (it keeps showing no channel on certain channels - at times only half the channels will show up - only a reboot gets them back. (Comcast cable in NJ). We are getting two new cable cards installed tonight in case it is that. Tivo said, yes they heard of this complaint and are working on a software update, but have no idea when it will be ready. I bought from Tivo at the same time a 500 g external hard drive that I had to return to them (they told me they didn't do exchanges) because it wouldn't work (the woman at Tivo said they heard of that also). I bought from Amazon another hard drive (same kind) and it works, but of course, it really doesn't because the whole thing doesn't work. I have 2 weeks to decide whether or not to return it, which I am very tempted to do and to just use a Comcast DVR, which of course isn't Tivo, but it works (I have one in another room).
  2. Jun 11, 2008 #362 of 1091

    anonymous22 New Member

    Jun 11, 2008
    Add me to the list...

    I have a very basic setup, basically out of the box:
    Series 3 w/ Lifetime plan
    Coax coming in
    2 M-cards (Motorolla) from Comcast
    Component Video
    Digital Audio to Receiver
    TiVo wireless adapter
    No external devices, storage, etc.

    I have a series 3, that I bought in Early February. I have had difficulties with Time Warner/Comcast of Houston on getting CableCards, but that was finally resolved and all had been working fine, until...

    About 2 weeks ago (I believe), it started acting sluggish, slow to respond to the remote... in the last 4-5 days it has become unwatchable... reboots every 30 minutes and hardly ever makes it to the TiVo Central screen. If it does, it is sluggish, and will freeze if I try to go thru menus. I can watch about 4-5 minutes of LiveTv before it freezes... HD channels are worse than Standard. I was getting ready to replace the CableCards when I came on to the TiVo Community to see that it is a common issue. Unplugging the coax does prevent the unit from freezing, so I can watch saved shows, but I cannot record new ones or watch live tv (obviously) with the coax unplugged.

    I called last night... waited 45 minutes to get a technician. Explained the problem. He was courteous and easy to work with, but explained that this is a "known issue" and that there are two different problems, one is a software problem that they are working on their end to solve, and the other is a hardware issue. He told me that my options were to take a refurbished unit, or I could buy a new one - but my lifetime would not be transferable. I told him that neither option was acceptable so he put me thru to a supervisor.

    Supervisor was again very courteous. I was told that 1 out every 15 or 20 units seems to be experiencing difficulties. Everyone who calls in gets put on a list and it helps the technicians diagnose the problems and understand how rampant the problem is. He suggested to “wait it out”, because they are working on a new software update. He understood my position that I did not want a used/refurbished unit. I was told that I could not be supplied with a new one, because they were “out of stock” and would be for possibly “another 4 months”. He also said that my account would be noted and that TiVo was discussing internally what/how they would go about refunding/rebating/crediting people while service is down. I told him that I had 2 requests: 1) put a public statement out there stating that this is a known issue and that they are working on the problem, and 2) notify people what the status is on getting the issue fixed. He stated that had been discussed, but “since they did not have a definitive answer as to what the problem was they did not want to issue a statement”. I told him that at least stating that they are AWARE of a known issue would have saved me from being on the phone for 1.5 hours… plus the time spent wasted researching online what was going on.

    He told me to keep checking the TiVo Community and calling back to check status.
  3. Jun 11, 2008 #363 of 1091

    anonymous22 New Member

    Jun 11, 2008
    ^ That's my post....

    In reading thru the message board again it looks like there are multiple issues going on:

    1) Video freezes (but audio, menus, everything else work) [I think this is the 777 - clear issue]
    2) Unit freezes (no video, no audio, no menus... no functions at all) [I think this is the unplugged coax issue]
    3) Unit restarts continuously

    I fall into more of the #2 and #3 category... when my unit goes down (freezes) it is basically unusable and will go into a vicious rebooting cycle.

    Does anyone else agree? can anyone confirm that these are the "known issues"? are they related?
  4. Jun 11, 2008 #364 of 1091

    MameMaster! New Member

    Jun 11, 2008
    Add me to the list.

    I set up my 750 gig Weaknees TivoHD using an 1 RCN M card in NYC.

    Within my first 20 minutes I had these freezing issues. I had set up the Tivo the week prior and it was running 9.2. When I checked, yep-- the Tivo had already updated to 9.3a.

    I have disconnected the HDMI cord for now and switched to component as I originally assumed it was some sort of HDMI handshake issue. So far it's working, but reading through this thread it appears as if that won't help.

    Stephen has personally helped me in the past with a Pioneer Elite Tivo-- that had spontaneous reboots that issue was resolved after a few months.....yes, it took a few months.

    Stephen...here's to hoping we see 9.4 in the next couple of weeks!!!!--- please.

  5. Jun 11, 2008 #365 of 1091

    moyekj Well-Known Member

    Jan 23, 2006


    Symptoms are similar for all 3 which is why many of the problems are getting lumped together. I think #2, #3 are related to either a failing hard drive or corrupted software - which can be solved by replacing internal drive. #1 is the more mysterious one that Tivo apparently cannot easily reproduce and seems to be decoder related and specific to certain headends (not everyone has the problem). If I were having issues such as #2, #3 I would try replacing internal drive. For #1 unfortunately I don't think there's anything you can do yourself to solve the problem and you have to wait on Tivo for a fix.
  6. Jun 11, 2008 #366 of 1091

    anonymous22 New Member

    Jun 11, 2008
    Thanks, Moyekj...

    I guess I keep holding out hope that probs #2 and #3 are software related and/or somewhat related to problem #1 since the unit seems to perform fine with the Coax unplugged.
  7. Jun 12, 2008 #367 of 1091

    cleverdevil New Member

    Nov 12, 2007
    Atlanta, GA
    This freezing issue has been happening to me for a few weeks now, and its getting progressively worse. Its quite irritating, and I simply cannot see how it can possibly be a purely hardware-related issue, given that it is happening to so many people.

    It's likely a software issue, and I really hope that they can track it down and fix it *soon* because its bothering me pretty heavily at this point.
  8. Jun 12, 2008 #368 of 1091

    dalesd Member

    Aug 2, 2001
    Add me to the list too.
    TiVoHD, 9.3a, 750GB internal drive, HDMI output.
    My THD mysteriously switched from Native to 1080i fixed, but that looks a lot better for 480i programming, so I'm keeping it like that for the time being. (Oh how I wish there was a setting that would do everything at 1080i except leave 720p at 720p, but I digress.)

    This started shortly after getting two S-cards from Verizon FiOS. It never happened in several months of OTA only with 9.3a.

    It has only happened a few times in the last few weeks. I have never seen it with live tv, but I hardly ever watch live tv. It has only happened when playing back recorded programs. It happens just a few seconds in to playback. I haven't checked if the menu animations still work. (I suspect they do.)

    The first and second times it happened it was on programs recorded from FiOS. Programs recorded OTA and transferred with PyTiVo still played back. I was starting to form a hypothesis that the cable cards were somehow to blame, but the most recent time it happened (on a FiOS program) my OTA and PyTivo programs wouldn't play either.

    A reboot has always fixed things for at least several days to a week or more.
  9. Jun 12, 2008 #369 of 1091

    reefboy New Member

    Jun 12, 2008
    we have a series 3 HD, an early one (yes, I spent $900 or whatever) - comcast cable via two cable cards. two or three weeks ago playback starting "sticking". a week or so ago, menus started to get slow. yesterday it started resetting, and it's now completely hosed - on reset gets to Tivo Central and just freezes, then resets, sometimes Tivo Central comes up in funny colors etc.

    a sad call with tech support last night. I waited 45 mins to get a tech, who took 10 minutes to ask around (put me on hold again), and then came back and said:

    1. yes, it's a known issue.

    2. no, they couldnt send a replacement unit coz the replacement unit will likely show the same problems eventually.

    3. they are working on it, but dont have any date for a fix. nothing.

    4. if I wanted to, I could be transferred to customer support (this after over an hour on the phone) so I could suspend my service.

    I pointed out, as kindly as I could, that this is their company going bye-bye. So maybe they could have a sense of urgency about it, perhaps he could relay the information up the chain of command at their next tech support meeting... he rather mournfully said that, yes, he will try that.

    meanwhile, this morning I'm off to the comcast store to get a DVR which will cost less (nothing to buy or install, $13.95 a mo to run) and probably work. much as I dislike their interface and the fact that it only takes one cable signal.

    I've had Tivos since they first came out. I loved their design - still do. but, you know, it's just TV in the end - and a TV just has to work when you switch it on...

    oh well.

  10. Jun 12, 2008 #370 of 1091

    jkalnin Baad Spellor

    Jan 8, 2003
    Warrington, PA
    I haven't read this entire thread, but my TivoHD just started freezing recently. Not like this is my first issue, it also has audio glitches now and then, restarts itself occasionally, and it seems like I need to restart it every month to fix some issue.

    Tivo is lucky I remember all the good times we had together back in the S2 days. If my only experience with Tivo was based on my TivoHD, well let's just say so far I am less then impressed.
  11. Jun 12, 2008 #371 of 1091

    woodburger New Member

    May 17, 2008
    It was okay for about two weeks - I was hoping they had updated the programming of the box - but just today again the picture froze again (live TV.) In the past this also meant nothing would play if recorded... (but all seems to work after a reboot.)

    This sure takes the trust out of watching TiVo. I agree with someone above - they should post the problem as known and keep a progress report alive.

    Do you think it could be some wild codes from another remote confusing the box?
  12. Jun 12, 2008 #372 of 1091

    dubluv tivo lover

    Mar 3, 2006
    i've had occasional, as in once a week more or less, system freezing, but it does NOT reboot on it own. if left alone, i can usually come back and it will be ok after 20 or 30 minutes. i can usually get the rewind bar to appear by pressing the button on the remote, but it will freeze again at the most recent frame. repeatedly backing up a minute to two, will often get the thing back to normal. i do have a dvr expander connected to this tivoHD.
  13. Jun 12, 2008 #373 of 1091

    DUSlider Active Member

    Apr 28, 2005
    Just like to add....

    Where initially I just had the problem with live TV. Now I am having it with recorded shows as well... Restart fixes it for awhile.
  14. Jun 13, 2008 #374 of 1091

    datasound New Member

    Oct 28, 2006
    Tonight my S3 has been the worst I have seen it as this problem has been getting worse and worse over the las 4 weeks. It isn't even responding to remote commands (yes, the batteries are fine!). It has rebooted 3 times on me in the last 2 hours and when it comes back it freezes almost right away. If I disconnect the coax cable it works perfectly (Except I get no channels of course).

    I have been reading these treads and TIVO's response is very unacceptable to their user community. Why can't we roll back the software one release rather than waiting some mystery amount of time (now in weeks) for them to figure out a fix?

    Thank you for listing, I'm extremely frustrated.
  15. Jun 13, 2008 #375 of 1091

    MameMaster! New Member

    Jun 11, 2008
    So far I've had a few days straight of a working HD Tivo....I had rebooted about 5 days ago and since switched to component.

    Does anyone experience this freeze issue with component?

    ....me thinks it will be only a matter of time before I have to reboot though based on the tone of this thread.

    I too love my Tivo...but totally agree...their "customer service" really sucks when it comes to us hardcore/"power" users of their products.

    I find it really insulting when cust services acts like they're unaware of the situation. If that's the case--- MAKE SURE YOU BLAST EMAIL THE ISSUE TO EVERYONE THAT TAKE CALLS!!!....seems obvious to me.
  16. Jun 13, 2008 #376 of 1091

    BobB Devout Tivonian

    Aug 26, 2002
    Brookline, MA
    Dang! I hadn't had a freezeup for almost two weeks so I was starting to think maybe it was cured - no such luck. Froze again last night. I can't believe they would let this drag on so long.

    Has there been any word from our friendly TiVo rep on this board since he asked people to punch in the 777 code a few weeks ago?
  17. Jun 13, 2008 #377 of 1091

    leibniz New Member

    Apr 23, 2007
    add me to the list - my symptoms were exactly like everyone else's: once the problem started, playback of any program (live or prerecorded) would freeze, while audio would continue for a bit. while frozen, any shows recording would record fine, and after reboot the system would operate normally.

    I called tech support after this started happening regularly and they were very kind and courteous - they immediately offered to replace the unit (it was there the next day). Hopefully the new unit won't suffer the same fate. ;-)

    Last night, though, it spontaneously rebooted in the middle of recording a program; on restart it said it was installing a service update (which took about 15 minutes), after which it again restarted. I was disappointed because I was recording two shows when it restarted.

    oh well, i'm hoping things will improve. it's a great product otherwise.
  18. Jun 13, 2008 #378 of 1091

    Langree The Gimp

    Apr 29, 2004
    Ya, because you know they aren't actually working on it, they just like to watch us suffer.


    An error you cannot repeat on demand is hard to track, we all have different setups too, and finding the commonality is a major thing.
  19. Jun 13, 2008 #379 of 1091

    jim_h New Member

    May 6, 2008
    It's astounding that months after this was first reported, Tivo still has no fix, no promise of a fix, no workaround to offer users, and their phone pit doesn't even have a statement to read to us. Would it be so risky, or so difficult, to have someone at Tivo simply post a candid explanation on this forum?

    I hope I'm wrong, but this sounds like a company on life support.
  20. Jun 13, 2008 #380 of 1091

    imacericg New Member

    Mar 15, 2008
    I am surprised this hasn't been fixed either. We are averaging 2 reboots a day. Last night I thought to myself "Maybe we should get cable's DVR". I have been with tivo for 5 years and I can't believe that thought popped in my head over this freezing bug.

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