[JerryShipman]

All of a sudden all of my Tivo boxes are unable to play recordings from other Tivo boxes and my LUX cannot use any of my Edge's to provide streaming. They all have the same Media key and are all on my account and video sharing is enabled. They all are able to connect to Tivo. And of course this happens on a weekend when there is no Tivo support. I have gone through Guided setup on each device with no luck. Anyone else have an issue like this?

 

[dishrich]

Yep, happened to me this AM...checked everything you did & rebooted all Tivo's/mini's/switches/router/cable modem, all to NO avail! Depending on which device I attempt to use to access another DVR, most of the time I keep getting the "box is not on your account" error; of course everything is correct on my online account.
(I didn't & am NOT going to go thru setup on each device, as it's obvious that's not going to help...nor am I going to go thru that hell umpteen times!)

 

[188]

Yep, happened to me this AM...checked everything you did & rebooted all Tivo's/mini's/switches/router/cable modem, all to NO avail! Depending on which device I attempt to use to access another DVR, most of the time I keep getting the "box is not on your account" error; of course everything is correct on my online account.
(I didn't & am NOT going to go thru setup on each device, as it's obvious that's not going to help...nor am I going to go thru that hell umpteen times!)

 

[188]

I have also had one of my minis disconnect today, The second one works fine. I’ve done all the usual rebooting, etc. and the disconnected Mini connects to the Internet.

I think TiVo must be having some kind of glitch with its account network authorization?

 

[wmcbrine]

This happened to me as well. I noticed it Monday (i.e. technically yesterday) morning.

It's not 100% broken. I have a Bolt, a Roamio, and some Minis. One Mini, with a Bolt as the host, refuses to talk to it. Another Mini, with a Roamio as host, is still working correctly. And of course, the Bolt and Roamio won't talk to each other. But both work locally, and everything appears correct, in the menus and in the online account. Reboots, forced connections, etc. make no difference. And all units still respond to the Network Remote.

 

[dishrich]

OK, so as I hated to do this as much as getting a root canal, I called tech support today & spent over 2 hours on 2 separate phone calls...

First CSR had me on the phone for 45 minutes, going multiple things like pulling a new IP address & all the stuff I had already done...& in the process ended up disconnecting! So after waiting a few minutes actually thinking he might call back, I called again; the next CSR could see what had already transpired. After being on the phone for another 30 minutes & her supposedly chatting with tech folks, she sees that I have 13 total units on my account, which included a disabled Stream. (NOT a streaming stick) She says this is the problem & she then proceeds to spend another 15 minutes moving it to a new 2nd account. After having me do all the same new IP, reboots, forced connections, still no go. She then chats with some other tech support section, comes back on the phone & tells me that in the "back office" systems, it's showing I still have 4 MORE units (she kept calling them "contract units", whatever that is) than what is correctly listing on my active account - which is why all my sharing got shut down. Those will have to be removed, but will take between 1-2 days to complete, & I'm supposed to be emailed when this is all done. (Keep in mind that I haven't touched anything on my account for almost a year now...& yet their system just now decides to shut down ALL my sharing yesterday!) And except for a new mini that was DOA & that I eventually got removed from my device list months ago, I've NEVER had more devices than what is showing on MY account listing...so I have NO clue where all these supposed extra units came from!
I guess I should be thankful that the DVR/local playback functions DO still work - although ALL my mini's are now doorstops, since they will NOT connect to ANY of my DVR boxes. I'll keep you guys updated on when things get back to "normal".

 

[JerryShipman]

I have been a very long Tivo customer and there are many Tivo devices showing on my account. Years ago I requested to remove some of my retired systems, but they said there was no need. Now they start some sort of enforcement on the 12 device limit and one of their most loyal customers can no longer use his devices. I am really thinking it is time to drop Tivo and go with Verizon Fios TV boxes. Luckily the TV's that I have the Mini LUX on is also a smart TV and I can at least stream shows. I hear that cable cards are on their way out. The FCC no longer requires the cable companies to support cable cards. Luckily there is a current customer base that is still using cable cards, but that will dwindle with this type of support from Tivo. I submitted a support ticket on Sat, they said they would respond within 24 business hours. Not sure if they had Monday off, but it has been more than 24 business hours. I will try and call this afternoon, but if they can't resolve this today, 1-2 days is not acceptable! I will be visiting my local Verizon store and switching.

 

[wmcbrine]

I have 13 devices on my account, so that may have something to do with it. Many of them are dead, and I'd be happy to take them off, if there was a way. (All have lifetime service, and no option to change anything on tivo.com.) But, none of us got any notice about this (even now), so it's hard to see this as them "enforcing" anything -- more like, just ****ing up.

 

[dishrich]

Many of them are dead, and I'd be happy to take them off, if there was a way.

You have to open a support ticket, at least that's how I got the DOA mini removed from my account.

But, none of us got any notice about this (even now), so it's hard to see this as them "enforcing" anything -- more like, just ******* up.

Agree, yet another one of Rovi's MANY f-up's!

 

[JerryShipman]

I went online to Tivo support and chatted with a CSR. I sent them a list of the current active Tivo's and requested they remove all other devices from my account. I got an email back about an hour later stating they had been removed and it might take up to 24 hours before I would see any results. When I got home, I had each Tivo box connect to Tivo. All are back working correctly now. The CSR started out by telling me to reset my router, modem and other devices. I said I had already been through that process. I told him I was on the Tivo Community Forum and the fix was to remove the inactive devices from my account.

 

[wmcbrine]

I did finally break down and call, on Wednesday, and it wasn't as bad as others have described. I told the CSR my problem, and "long story short," I'd read on the forums that the solution was to trim the list of boxes on my account. He accepted this, created a secondary account (he said -- I can't access it) for the dead units, and the new list took right away. (I tried to get more of an explanation about the secondary account thing, but got nowhere with that.) He then had me go through forced calls and reboots of the Minis while he waited, which was tedious but straightforward, and they worked right away. (I did the same with the Roamio after the call.) I have to wonder if the people who were told it could take 24 hours or 1-2 days could've just done forced connections, but their CSRs didn't want to bother.

 

[dishrich]

I'd read on the forums that the solution was to trim the list of boxes on my account. He accepted this, created a secondary account

OK, so how many units ARE you now trimmed down to on your (1st) account??? I had 13 total units as well, & on one of my calls Monday had an unused stream moved to supposedly a 2nd account, so it went down to 12, which obviously did no good.
On my very frustrating call yesterday, the CSR tells me that even though I was down to 12 total units, he thought it should be down to 10 "for best results"! But he really did NOT know EXACTLY what the limit is actually supposed to be though...SERIOUSLY, a supposed Tivo rep doesn't even know something as basic as this??? AND...it STILL doesn't explain why in the hell my system has been working beautifully for almost a year now, with ALL 13 boxes active on the same account, until last Sunday when out of the blue, sharing on ALL was disabled!
Oh another thing this "genius" CSR told me - when he was talking about needing to move more units to my 2nd account after being on the phone for about 45 minutes, he told me I could do that myself...since WHEN I asked? Of course, crickets out of him...

He then had me go through forced calls and reboots of the Minis while he waited, which was tedious but straightforward, and they worked right away. (I did the same with the Roamio after the call.) I have to wonder if the people who were told it could take 24 hours or 1-2 days could've just done forced connections, but their CSRs didn't want to bother.

I went thru ALL that, PLUS changing the IP addy of each unit umpteen times, on a mini AND on a DVR with the CSR, AND rebooting my modem & router, all to NO avail. Oh, & he also had me go thru initial setup on my test mini...which now because it thinks ALL of my Tivo's are NOT on my account, will now not connect to ANY of them...so now I can't even complete redoing initial setup!

But that's great that it worked out for you...

 

[wmcbrine]

I took it down to nine -- I took off two dead Series 3's and two dead Premieres. I kept the unused-but-unbroken Stream and Series 2's.

I don't think there's any way an end user can even access "their" secondary account, much less move TiVos to it. The only thing I could theoretically have done by myself (had anyone ever suggested that I needed fewer devices on the account) would have been to disable the Stream.

 

[dishrich]

I don't think there's any way an end user can even access "their" secondary account, much less move TiVos to it.

When the CSR created my secondary account, I HAD to give them a different email addy for it, which I assumed was so that I could access it. But since it was only for an unused device, I really wasn't concerned about that, as I obviously have much bigger problems at hand!
Also, because I have NO faith in Rovi, I created my own document of EVERY Tivo device I have or had, including a dead one...all with service numbers, models & dates put in service. At least this way if something "disappears" off either of my accounts, I have all necessary info in one place at my fingertips.

 

[aaronwt]

WTH? TiVo support hours are beyond pathetic now.

DO the extra TiVos on the account include all the ones that have been sold over the years. I seem to have eight or nine units listed on my account that I sold years ago. Are those the ones that need to be transferred? I remember setting up a second account many years ago. Strictly so I could transfer TiVos to that account before I sold them. But all of those were added to the buyers account. At least I assume so, since those disappeared old my secondary account. And the ones that are still listed on my main account? I have no access to the preferences etc. So they must have been put on someone else's account since I don't have access to their settings any more?

Then I have four TiVos listed under INactive. Do those also count toward the total number? These are TiVos that I had on yearly at one point. But when I replaced them I got a different TiVo with Lifetime.

 

[dishrich]

This IS getting more bat$hit crazy by the day...

So after getting an email yesterday stating "We have researched further on this case and we would like to perform more troubleshooting with you", I already KNEW this would end up another completely wasted hour+ of reboot & reconnect crap - which of course it WAS! Finally after playing along, I reached my breaking point & INSISTED on talking to a supervisor, which the CSR finally did transfer me to. After speaking to the supervisor, & looking at my account, she told me that what is causing my problems, is due to that 3 of my devices (2 Roamios & a Mini) have service contracts on them...BUT those contracts were ALL expired several years ago when they were still owned by the previous owner. (I've NEVER had any service contract on any Tivo products, & ALL my devices are lifetimed, which made even LESS sense!) She went on to explain that for some reason which even their own tech people can't figure out, it seems to be the cause of some users no longer being able to share shows across Tivo's... as well as obviously making Mini's completely unusable. She also did acquiesce that they have been fielding other calls with this same issue, that seems to have occurred out of blue. (probably because I mentioned at least twice there's several others on this board reporting this same problem...) So she is going to have all these expired service contracts (but NOT the actual devices themselves) removed from my account. I then mentioned that one of CSR's on my 1st call, mentioned sometime about "service contracts", but she couldn't &/or was able to actually explain what the hell she was talking about - other that supposedly she was, in fact, going to have them removed from FOUR of my units. (I thought she was talking "Tivo service" - NOT something like to repair/replace a broken box) The supervisor said she was going to go back & listen to the recordings of all my calls to see why this wasn't followed thru. (sure )
I also went over again & again with both the CSR & supervisor on what IS supposedly the limit of units on a Tivo account; both told me flatly it's 12. BUT, just for good measure, I also had the supervisor move my other Tivo Stream over to my secondary account, so that I at least have a cushion of an empty slot. (I had this Stream when I had my Roamios, but before I got my Roamio Pro) It's supposed to get done today & I'm supposed to get an email when all is complete. I have zero faith I get an email, nor will I be making a bet all this fixes my problem...but I will be happy if I'm wrong on this!

 

[aaronwt]

I need to call this evening for this issue.

 

[dishrich]

Well some bad news...but in the end GOOD NEWS:
Noting what I was just told a couple hours ago, I did actually get an email within the past hour with this response: (bolded/underlines are mine)

This is to inform you that your account has been updated and synced. We have successfully removed the TiVo Stream xxx from the account. We have tried to remove the extended warranties from the account however it was not successful. We found out that this should not affect the Multi Room Streaming feature of the devices. To apply the changes, please perform the following:
1. Perform a TiVo Service Connection.
2. Restart the device.

(First, that extended warranty "story" didn't make a lick of sense - on the first call OR this one...but I digress)
So after reading this & then about to scream with getting NO actual resolution, I first went online & checked my account; the stream was removed & all my other boxes were still intact. (1 of my Roamio's that I keep in box as a working spare, got renamed, but otherwise all devices are good)

So with total dread, I went to the first DVR & I did just what they said...then I repeated this with a Mini. The Mini could now see this DVR's shows!
I then rinsed & repeated with the rest of the DVR's/Mini's - ALL DVR's can now see each other's shows & the Mini's can see all DVR's & can now select which DVR to be connected to! Note that I made NO changes whatsoever in my modem/router/ethernet setup/wiring from before, nor any settings on any of my Tivo's.

[email protected] f'ed up something BIG TIME, & unfortunately none of us that went thru all this hell, will ever know the "real" story behind it...but I'm just glad everything is working again, with ALL 11 devices still intact. AND...I probably would NOT be back in business now, had I not got pi$$ed & insisted on a supervisor!

 

[aaronwt]

I just got off the phone. It wasn't too painful. But it remains to be seen if they actually removed these TiVos from being listed on my account.

And I also had them remove the two S3 boxes I own. That I can actually access preferences on my account.
Hopefully that will be done within 24 hours.

 

[aaronwt]

They removed the other Tivos from my account as of this morning. But I still have my two S3 boxes on my account. Which has me at eleven Tivos. Which has not fixed my issue yet. Hopefully they get my S3 boxes off my account soon. Which will take me down to nine devices. Which will hopefully allow everything to see each other like had been the norm for many years.

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