Updating but no new guide data?

Discussion in 'TiVo Help Center' started by klia, Jan 10, 2016.

  1. bwhitney

    bwhitney Member

    34
    0
    Apr 12, 2009
    Kearneysvill...

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    I have sent emails to Margret and Sarah letting them know that many of us can't get any updates. I have not heard back from either one, so I suspect they don't know what the problem may be.

    A similar problem documented in another post around the Dec 27-Jan 5 time- frame reflects the problem was an ISP between Tivo's Update Servers and the net, affecting a subset of users. The problems sounds very much the same and it took a few days for them to find the problem. Some users found they could reduce the MTU in their routers and the downloads resumed. I tried this already and it hasn't made a difference for me, and would only be a temporary fix anyway.

    I know these outages are very frustrating for all of us, but having 30+ years experience as an EE, including 13 years developing DVRs, you can't believe the obscure problems that can suddenly arise, and the fighting between programmers and hardware developers. I am concerned Tivo is calling this latest beta software I can't test a Release Candidate while the current Beta I am running still doesn't totally correct the RF Signal problem. Tivo does not need to release another partially tested faulty update and further anger its customer base.

    All we can do is stay on Customer Service to be sure they have this outage as their top priority. Over the next few days the priority will naturally escalate to critical as Guides get down to a few days and new installs can't be performed.

    Brad
     
  2. Bierboy

    Bierboy Seasoned gas passer

    12,887
    228
    Jun 12, 2004
    Fishers, IN
    I was just about to post about this also. I'd been awaiting patiently, but lost my patience just now when seeing no guide data out farther than 9 days now....pathetic. This is the second time they've recently had, what I would call, a catastrophic server failure. First the clock issue...now the guide data.
     
  3. bwhitney

    bwhitney Member

    34
    0
    Apr 12, 2009
    Kearneysvill...
    I took the "extreme" example from the last update outage in late December by updating the MTU on my router to 1000, and suddenly downloads are coming through. Normal MTU* is 1500, frequently taken down to 1380 to allow VPN overhead in commercial use.

    So either:

    1) Tivo just fixed their problem within the last 5 minutes, OR
    2) this outage is like the earlier outage and reducing the MTU down to 1000 is a temporary fix.

    Note, as was found on the last outage, I am on Comcast.

    Brad

    UPDATE: My download just finished and my Guide updated to Sunday Jan 24th with an MTU size of 1000. I still didn't get RC21 software update, but we are making progress. I have been contacted by Tivo and they are working the issue very diligently.


    * for those not familiar with Maximum Transmission Unit (MTU) it is the largest packet size your router can handle, should be set to Auto or 1500, or if you use a VPN to work or school, 1380 is typical.
     
    Last edited: Jan 11, 2016
  4. TonyD79

    TonyD79 Well-Known Member

    12,714
    1,972
    Jan 4, 2002
    Columbia, MD
    Downloading now. Took a few seconds to download and now loading. Seems real this time.
     
  5. TivoJD

    TivoJD Active Member

    414
    92
    Feb 7, 2005
    Polk Co,...

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    See note from Tivo_Sarah in coffee house. I tried the steps, but didn't work. She is collecting TSNs.

    http://www.tivocommunity.com/tivo-vb/showthread.php?p=10760462#post10760462
     
  6. TonyD79

    TonyD79 Well-Known Member

    12,714
    1,972
    Jan 4, 2002
    Columbia, MD
    I just got data to Sunday 1/24 6 pm.
     
  7. PSU_Sudzi

    PSU_Sudzi Well-Known Member

    2,590
    955
    Jun 4, 2015
    Philly suburbs
    Looks lime mine is coming through a big update.
     
  8. JoeKustra

    JoeKustra in the other Alabama TCF Club

    20,356
    3,796
    Dec 7, 2012
    Ashland, PA...
    Fixed, including tomorrow night.
     
  9. sharkster

    sharkster Well-Known Member TCF Club

    14,367
    5,225
    Jul 3, 2004
    NV
    What's kind of odd is that mine went from showing up to 1/20, to 1/19.

    Both Tivos are recording right now so I don't know if they will update during that but I'm going to look for an inbetween-recording period and try to do another connection tonight.

    Glad some are having progress. Thanks for posting. That tells me that we'll probably all be fixed by tonight or tomorrow. :)

    Seems like, to me anyway, that since the last few updates there have been all kinds of weird glitches. I've been having weird remote stuff, like double-clicking when I don't double-click and now, since this last one, sometimes during a FF it will all of a sudden jump ahead several minutes on its own. I know it's not my machines because BOTH Tivos have begun to do these weird things at the same time.

    Then was that weird clock debacle that happened a few times recently. I could fill a page with weird quirks since the last few updates. :(
     
  10. Bierboy

    Bierboy Seasoned gas passer

    12,887
    228
    Jun 12, 2004
    Fishers, IN
    Seems to be fine now...just forced a download and I now have guide info thru Jan. 23...
     
  11. PSU_Sudzi

    PSU_Sudzi Well-Known Member

    2,590
    955
    Jun 4, 2015
    Philly suburbs
    If you have a Roamio model you can connect while recording, doesn't matter.
     
  12. sharkster

    sharkster Well-Known Member TCF Club

    14,367
    5,225
    Jul 3, 2004
    NV
    Thanks a bunch to whomever fixed this problem! Both of my Tivos have now updated the guide info appropriately. yay! :)

    PSU_Sudzi - Thanks for that info. Mine are Premieres but since I saw mention of some other kind of update I was concerned that the connection would include a restart of the Tivos so I only forced connections when I knew that there were no imminent recordings scheduled, just in case.

    I did one of mine last night and the other one updated this morning on its own.
     
  13. TonyD79

    TonyD79 Well-Known Member

    12,714
    1,972
    Jan 4, 2002
    Columbia, MD
    It is always safe to force a connection. It does it in background. What is less safe is the cleanup procedures that TiVo suggested. You will make your box unusable for the time it clears everything up and reloads it if you clear your guide data.
     
  14. klia

    klia Member

    96
    19
    Apr 12, 2005
    Whatever the issue was, it seems to be fixed now. I have guide data through 1/24.

    Cautionary tale: after reading all the responses here yesterday, I decided to call TiVo to see if they were aware of and/or fixing the problem (this was right after I posted here yesterday, before anyone linked to the other thread).

    After going through my system info and a lengthy convo, the tech support person gave me a "work-around," which frankly made no sense to me. And I flat-out asked them to explain to me, if they're aware of the issue and it's clearly on their end, how doing anything to my TiVo was going to be at all helpful in fixing that? Something about the VCM data was apparently significant to them, and they said doing this work-around had fixed things for other users. And, hey, I'm not an engineer, just a TiVo user for over a decade, so what do I know?

    Anyway, the work-around consisted of clearing all the guide data and To Do List, then redoing guided set-up. I stared at the "Clearing guide data and To Do List; This may take up to an hour'" screen for over 3+ hours (after 2, I started panicking, thinking my HD had failed!). Finally, it booted all the way up, so I repeated guided set-up, And at the end of all that, I had LESS guide data (thru 1/13), and all of my Season Passes and Wish Lists were GONE. Luckily, all of my recordings were still there, but wow. I have no idea why it wiped out all of that info, too.

    So, I waited a few hours, thinking maybe data was still loading, then tried connecting to TiVo again, and after sitting in the "connecting" step for several minutes, got a bizarre error message -- either "unable to locate service" or "service not located" -- indicating the server wasn't there at all.

    At that point, I gave up. This morning, I connected to TiVo fine and got guide data thru 1/24. Season Passes and Wish Lists are all still gone, alas.

    I'm wondering if TiVo took the server down completely last night and finally fixed the issue, which would account for the message last night, but I don't know for sure.

    Unfortunately, that work-around was just a colossal waste of time, and now I have to spend time redoing everything. (insert icon of me weeping)
     
  15. NorthAlabama

    NorthAlabama tabasco rules

    12,434
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    Apr 19, 2012
    sweet home, al
    i'm sorry to hear you lost your data, and will add this process usually leaves passes, wishlists, even one-time recordings in place. i would have not been happy if it'd happened to me, either.

    my guide eventually updated without the workaround, using forced connections every couple of hours.

    just before my guide updated correctly, tivo locked up on "downloading" during a service connection, and returned my first ever n11 (connection interrupted) error. i think you may be correct the servers were generating errors.
     
  16. Bierboy

    Bierboy Seasoned gas passer

    12,887
    228
    Jun 12, 2004
    Fishers, IN
    I doubt it since the issue was fixed two days ago...
     
  17. NorthAlabama

    NorthAlabama tabasco rules

    12,434
    3,678
    Apr 19, 2012
    sweet home, al
    are you referring to the west coast (and beyond) n18 connectivity errors over the weekend?

    while the issues may certainly be related, i didn't see any connectivity issues other than one connection last night, and since my guide hadn't updated for several days, i wouldn't necessarily describe this issue as "fixed" two days ago.
     
  18. ajwees41

    ajwees41 Well-Known Member

    3,083
    165
    May 7, 2006
    Omaha,NE
    I don't think recording on any Tivo will prevent making a connection for guided info.
     
    Last edited: Jan 12, 2016
  19. TonyD79

    TonyD79 Well-Known Member

    12,714
    1,972
    Jan 4, 2002
    Columbia, MD
    Uh. The problem was fixed about 24 hours ago not two days ago. I was one of the first to report the download worked here.

    In fact, Sarah asked me if I did anything special since I was one of the first to get it ton work.
     
  20. BobCamp1

    BobCamp1 Well-Known Member

    2,069
    362
    May 15, 2002
    My Series 1 is stuck downloading, tying up the phone line. It's been downloading for 40 minutes. It too only has guide data to Jan. 20 even though it says the last update was successful.

    Maybe it's downloading the fixed guide which is why it's taking so long. I'll let it go for another hour before killing it and trying again.
     

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