TiVo Premiere + Cisco TA = Help

Discussion in 'TiVo Premiere DVRs' started by Darthsnipe, Jun 28, 2010.

  1. mryan3

    mryan3 New Member

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    Jul 3, 2010

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    Darthsnipe,

    Have there been any developments for you? I'm having a similar experience w/ Tivo Premiere. Just had a Cablevision install this afternoon. Everything seemed to go smoothly until plugging in the USB cable, where it just hangs on the acquiring channel information (which ultimately and repeatedly fails). Tech just said that everything on Cablevision's end was set up properly, told me to call Tivo and went on his merry way. Cablecard is working and tuning adapter is giving me solid light. When the USB is unplugged, I get most channels; however, without a successful channel mapping via usb, certain channels just will not function. Have you talked to Tivo CS during this whole thing?
     
  2. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    Yes I have actually. They said to call the cable provider. I still have not gained any traction on this situation and I am about to go ballistic. It has been a week since the last tech came and I have yet to have a working tuning adapter. I have been stuck in "Acquiring Channel Information" for a week now. My last tech actually tried to do something about it on Cablevision's end by sending out a "UTT Ticket" for the engineers to work on...but they need 3 customer complaints in order to send out this ticket and I was one out of two that he had so far. Apparently, we aren't the only ones having the problem with Cablevision...he told me a Series 3 HD owner has the same issue.
     
  3. mryan3

    mryan3 New Member

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    Jul 3, 2010
    Is there anything I can do to get on this "UTT Ticket" with you? I would like this resolved as well. I haven't tried switching out my tuning adapter yet, mostly because I was hoping to at least find someone that had success with this before driving myself crazy. I still plan on doing it though, but I'm not hopeful. I posted on the BBR forums and linked to this thread, but so far I haven't had any luck. Hopefully someone at Cablevision and/or Tivo is paying attention.

    http://www.dslreports.com/forum/r24473274-Tivo-Premiere-Multistream-CableCard-Cisco-Tuning-Adapter
     
  4. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    Well unfortunately, I do not know how to get on a UTT Ticket as that is only done by a technician speaking to dispatch on the phone. I wish there was a way to do so...I returned my TiVO and cablecard/tuning adapter today being so disgruntled from this situation.

    I am silently awaiting confirmation now that at least TiVO sends an update for their box or Cablevision sends an update to the tuning adapter. As far as I know, I have a feeling it has something to do with the USB connections. If you look closely at the tuning adapter, there is a green blinking light inside, on the back of, the adapter whenever the USB is connected. I believe when it blinks, the tuning adapter reads that a connection has been established between the TiVO and the tuning adapter. Communication between the adapter and the TiVO may be messing up somewhere. I will get back to TiVO when this whole situation is finally over. Please mryan3, if you do mind, please keep me updated on your situation. If it ever gets fixed, tell me what was the solution.
     
  5. TishTash

    TishTash Active Member

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    Jan 23, 2008
    Merrick, NY

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    I've posted about this issue several times with little or no responses. Judging from the several responses to your post, you've effectively received a similar level of success.

    Last Friday I received a voicemail from TiVo CR claiming they have isolated the issue, secondary to logs they downloaded from my affected TiVo Premiere. Apparently in certain combinations of Cablevision and Cisco TAs and TiVo Premieres, the channel map from CV does not transfer successfully to the Premiere via the TA. (For me, the TAs work fine with older TiVo HDs.)

    I was told this is now a "priority" point of contention between CV and Cisco, with TiVo as the point man. Sometime in the (hopefully near) future, there should be a firmware update for the TA that addresses and fixes this "Acquiring Ch Info" hang. I was instructed to just notify Cablevision that I'm one of those who has this issue and requires priority download of these updates.

    So at long last there is some progress and (to some relief) actual official acknowledgement of the Premiere/Cisco/Cablevision "Acq Ch Info" hang. I'm posting this here because there seems to be a more active response, intentional or otherwise, to your thread vs mine.
     
  6. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    It is finally good to hear those words from you TishTash! I wish there is something that we as consumers can do to help push this update. Keep this post updated please! We all need to know and pitch in on this issue. Hopefully it will get out there and people with Cisco TA's/Cablevision will have the issue resolved. Until then, I am TiVOless...I sure wish I hadn't gone through so much stress...
     
  7. pbug56

    pbug56 Member

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    Jan 27, 2008
    I'm wondering;

    1. Were signal strengths checked (both on the TIVO itself and by the CV techs with their test boxes)? TAs don't like a weak signal as I recall.
    2. Did anyone check out the TA diagnostic screens (if it even let you)?
    3. Did you swap out both USB and RG cables? A cable could be bad - the very first TA I got came with a great looking but completely dead RG cable.
    4. Did you switch USB ports?
    5. Had you completed the guided setup before the M card was installed? Seems a lot cleaner that way.

    I have a Premiere, possibly the first to hit Long Island. I had TA problems - a bad TA was the primary culprit.

    Also, keep in mind that these Cisco TAs are ultra flaky (IMHO); I have not had one last more then 6 months before they go bad (they get very hot and have poor ventilation AND people like my kids and wife put things on top).

    Good luck!

    Ron
     
  8. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    Let me answer these:

    1. Signal's were checked and according to the 5 cable techs, the signal was at full blast. And I do recall the signals being at 90-95 when I was testing the channels with the TA unplugged.
    2. I checked and was able to get to the TA diagnostics screens on all 5 TA's. It was Authorized however I get no RDC (something like that)...like I said, possibly cable provider's network.
    3. All cables including all of those around my house were replaced. I even bought a brand new USB cable with a gold connector to see if that was the problem...no luck.
    4. Yes I have exchanged USB ports with the various USB cables that were left behind by 5 techs and my brand new one. I even exchanged 3 TiVO Premiers to see if it was the box itself.
    5. Guided setup was completed before and after the first M-Card was initially installed. Heck, I even reformatted the TiVO to factory settings.

    As far as ventilation goes, it was on it's own shelf on an open media center (and I did realize it gets extremely hot).

    It seems hopeless...
     
  9. nyctwc

    nyctwc Member

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    Apr 6, 2010
    I'm on Time Warner here in NYC, and whenever I've had problems, it was usually because the cable company was screwing something up. The customer support operators don't know anything about Cablecards and neither they nor the customers are allowed to talk to the IT techs, who are the only people who can fix the problems. So the only solution is to have a house call and have the tech speak to the IT dept. from my house (a horrible waste of time for everyone). Usually, the fix simply involves the IT dept. "hitting" (sending EMMs to) the Cablecard.

    Go to the TA diagnostic screen and look for "EMMs". It should NOT read "0". The higher the number, the more channels you should receive.
     
  10. pbug56

    pbug56 Member

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    Jan 27, 2008
    Darthsnipe,

    You've done everything I'd have done, maybe more. BTW, when I do restart either of my TIVO's (a Premiere and a TIVO HD), it takes several minutes after bootup is complete for the TA to finish acquiring channel info. Its bad and hopefully the upcoming fix will cover it.

    Ron
     
  11. mryan3

    mryan3 New Member

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    Jul 3, 2010
  12. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    It has been almost a month...any news yet from anyone? Mryan, have you gotten anything as of yet?

    And as far as checking the TA diag screen...I cannot anymore because I returned my TiVO due to this situation
     
  13. Chdwil

    Chdwil New Member

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    Jun 20, 2010
    I ended up returning my premier before the 30 trial period ended. Too many issues with channels not coming in. The TiVo may be far better than the cable dvr, but the cable dvr works when the TiVo wouldn't.
     
  14. Darthsnipe

    Darthsnipe New Member

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    Jun 28, 2010
    I am still going to keep this thread alive because this was by far the most constructive thread with many follow-ups in accordance to the Cisco Tuning Adapter and the TiVO Premier. Btw Chdwil, welcome to the Cisco Fail Boat lol.
     
  15. laado01

    laado01 New Member

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    Jul 29, 2010
    I have had the same problem as reported in this thread. I have a 2nd TV with a cablevision box which was experiencing reception problems. Cablevision finally determined that I had too much noise on my incoming cable line and tracked the problem down to some faulty equipment upstream from me. Once they fixed that the problem went away. So if your cablevision cable has too many errors in the line you will experience this problem.
     
  16. mryan3

    mryan3 New Member

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    Jul 3, 2010
    Not exactly sure what happened, but all SDV channels appear to be working today after reboot of tuning adapter. "Acquiring Channel Information" step took about 15 seconds. Coincidentally, I recently inquired on the Cablevision board about their progress and got a response this morning saying that the issue was still being worked on by them and Cisco. So, not sure if it's a fluke, a workaround, or a real fix. On status screen for TA, flash version is STA1.0.0_1520_BDSG.LR_F.1101 and App(s) is SARA v1.61.41.1, which are the same as they were. SDV Channels says 100. Per what nyctwc said earlier, I checked EMMs and it says 0, though I won't pretend to know what that means. Tivo software version is 14.4-01-3-748. I have no idea if that's a new version. I didn't notice any updates to the Tivo software (though this is my first Tivo so I don't know if or how background updating works or what previous s/w version was if in fact it has changed) and I have not rebooted the box.
     
  17. mryan3

    mryan3 New Member

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    Jul 3, 2010
    Just a minor follow up: I just unplugged and rearranged everything in order to put it in its proper place in the entertainment center (didn't bother until now since it hadn't been working properly and I was contemplating returning the Tivo) and the acquiring channel information step went off again without a hitch and I am receiving all channels. Problem solved? Looks like it.
     
  18. mattykaps

    mattykaps New Member

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    Aug 3, 2010
    im in the same boat as these guys....my tivo hd wont work on sdv channels i get the gray report cable card screen.....i was having the same problem as you guys with the acquiring channel info and i am now able to watch all channels except the sdv with the tuning adapter in. any info on a fix for the sdv channels?
     
  19. a0lsux

    a0lsux New Member

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    Nov 1, 2005
    I'm having the same problem, spoke to Tivo who said it was cablevision's fault. Spoke to cablevision and they had no idea "everything is working on our end, let us send out a rep" ARGH must have rebooted the damn thing 10 times by now.
     
  20. el_andy

    el_andy New Member

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    Aug 24, 2010
    Been having the same issues as others on this thread with sdv channels for 2 weeks now in the Fairfield County, CT area. Done everything+ suggested so far. Up to tech visit number 3 tomorrow evening. I had requested a TA from the first tech that came out to install a cablecard in my Tivo Premiere.
    Based on everything I have read about sdv, it seemed like it would be required. How the hell else does the tivo signal the headend that it needs the feed, right? Well, the field techs here seem to think it's pure magic, and that the Tivo Premieres don't need TAs. In fact today's tech claimed that he installed Tivo Premieres recently w/o the TA and that all of the sdv channels worked for those customers. Needless to say, I'm a little credulous of this claim, since he can't seem to explain to me how the cablecard is performing this functionality by itself. I've also found this page on Optimum's site referencing the requirement of a TA with the specific firmware that mryan3 received. Anyway I have a tech coming back with a TA tomorrow so I'm hoping that will take care of the problem.
     

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