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Discussion Starter · #1 · (Edited)
I'm trying to find the proper place to report a suspected bug in the TiVo software (21.x.) Can anyone point me to the proper place? In case this forum is already the proper place, I'll list it here:

Summary: "thumbs" buttons on the remote don't seem to be working as expected.

h/w: TiVo BOLT VOX 3TB
s/w: 21.8.1 RC6

Detail/Steps: When viewing information about a show, for example in the detail for a specific show/episode, in "My Shows", in the list of suggestions, etc, pressing either of the "thumb" buttons on the remote has no effect. This includes while a show is selected/highlighted in a list, and when the detail of a show is displayed (such as immediately before selecting "play.") As far as I've been able to determine, the only time the "thumb" buttons are working is when actually playing a show. (Which might not be desirable if the content is inappropriate for people in the room at the time, and also requires several additional steps to start playing, press the thumb buttons, stop playing, etc.)

Edit: There are some places where the "thumb" buttons do respond as expected: The guide, and when viewing shows in a format that has images (instead of text.) I'm not sure the proper term for that.

Expected Behavior: The "thumb" buttons should work any time the current screen content details a show or the selection in a list isolates a single show. This includes the current selection in a list and when viewing detail for a show. (This would be consistent with previous software versions.)

Additional Comment: One of the pillars of TiVo (when compared to other DVR's) is the suggestions system. The suggestions are made based on "thumb" ratings. In my own opinion, this makes the "thumb" functionality a major part of the DVR, and therefore makes this a significant (not critical) issue.

Additional Steps to Repeat (xposted from another thread)

From live TV, tap the TiVo button, and navigate down and right to your list of suggestions (or TV Series, etc.) The idea is so that a textual list of shows is being shown in a vertical list. (Not a horizontal "list" of pictures representing the shows.) From this list, you'll likely be seeing groups of specific shows. From this list, highlight a given show and press either thumb button. Nothing happens. (Thumb buttons don't work here.) Then press select. You should now be seeing a list of episodes of the previously selected show. Press a thumb button. Nothing happens. (Thumb buttons don't work here either.) Now press select on any one episode. You should now be seeing the detail for that specific episode (including the description of the episode.) Press a thumb button. Thumb buttons STILL don't work here either!

This "thumb" issue extends to the suggestions list where it's really annoying. While viewing the list of suggestions, it's impossible to tell TiVo that you don't like one of it's suggestions using the thumb down button unless you first actually start playing the undesirable show! In a 24 hour period, my new TiVo BOLT+VOX recorded over 150 suggestions, and MOST were undesirable. (This is normal with a new TiVo until the thumbs are set up.) With TE3, I could just scroll through the list of suggestions pressing thumbs down on the undesirable stuff. With TE4, due to the bug I'm referring to (and I hope to God it is a bug and not by design), I have to actually start playing each one of the suggestions in order to give it a thumb down.
 

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Discussion Starter · #3 ·
I submitted to that link, but it appears to go to the normal "support" channels.

I don't expect much help from the normal support channels. Perhaps, if we are lucky, someone from TiVo (@TiVo_Ted?) who reads this forum can forward the bug report to someone who can actually handle it. It appears that he has posted acknowledgements and resolutions to previous bugs in 20.x and 21.x
 

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Discussion Starter · #4 ·
More info: It appears that the thumb buttons do work in the program guide. For some reason, last night was the first time I tried it there. (I don't use the guide much, but with the television season ending I was looking for something to watch.)
 

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Discussion Starter · #5 ·
It took THREE DAYS for someone at tivo to respond to the "contact us" message I sent. The response makes almost no sense whatsoever considering what I detailed in the issue report. It's as if someone picked out keywords from my message and sent back an automated form-letter. (I've already restarted the TiVo a couple of times since sending the "contact us" inquiry, but it didn't magically make the software bug go away.)

Their form letter also says to "Doublecheck and make sure the TiVo suggestions is still turn off and delete any unwanted WishList Searches"

Huh? TiVo suggestions are turned ON, not OFF. What good would thumbs be if they were turned off? As well, I don't have any wishlist searches at all - though if the presence of a wishlist search prevents the "thumb" buttons from working, that would indicate a pretty serious bug, wouldn't it?

If this is TiVo's "award winning customer support" (as referenced by @TiVo_Ted elsewhere), all us TiVo owners are in trouble...

I don't even know how to follow up with this. Repeated attempts to get someone from TiVo to actually read this issue and address it (or even to tell me to screw off) have failed.

Here's the entire response (the referenced attachments are "how to force a connection to the tivo service", "how to restart or power cycle the DVR" and "how to use tivo suggestions"):

Dear Gary,

Thank you for contacting TiVo Email Support.

We apologize for the inconvenience this issue has caused you. We have researched this case and would like to do some troubleshooting with you to resolve your issue today. I am also attaching an article from our Knowledge Base Support related to this concern.

Please follow the troubleshooting steps below:
1. Powercycle the TiVo box by removing the power cord for 15 seconds.
2. Doublecheck and make sure the TiVo suggestions is still turn off and delete any unwanted WishList Searches.
3. Check To Do List and make sure you do not have a scheduled unwanted recordings listed (Note: Those with asterisk recordings are TiVo suggestions or WishList).
4. To fully refresh the device, force a connection to TiVo service twice under MENU > SETTINGS > NETWORK SETTINGS > TiVo SERVICE CONNECTION.
5. Monitor the device.

The Case Number for this inquiry is 07928263. Please refer to this number if the issue still persists, please feel free to reach us back for further assistance.

Hours of operation:

Monday - Friday, 7AM Pacific Time to 6 PM Pacific Time.

Saturday - Sunday, 8AM Pacific Time to 5 PM Pacific Time.

In order to reply to this email, please log into My Support at www.tivo.com/mysupport. Replies directly to this email will not be received.

Sincerely,

Loyd

TiVo Technical Support Representative
www.tivo.com/support
http://forums.tivo.com
 

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Discussion Starter · #8 ·
Ted made it clear in a later message that he was being ironic when he wrote that. He wishes he had added a smiley.
I know, but I needed an excuse to reference him in hopes that he'd read the issue.

BTW, I got another response from Tivo's "award winning support" (+= ;) ) this evening. This one is as completely useless as the last. I'm now convinced that they aren't trained in reading English, or at least not interested in reading what a customer is writing about.

@TiVo_Ted , in all seriousness, if you read this - please get someone (who is fluent in English) to better train these folks. If I was a "new" tivo customer, this "support" would chase me far away from TiVo, never to return. (I'm not exaggerating.)

Here's the newest response:

Hello Gary,

Thank you for contacting TiVo Customer Support.
I am attaching an Article from our Knowledge Base related to your inquiry. We do apologize for the inconvenience this has caused you. Thank you for bringing this matter to us. We will do further investigation regarding this case. Please give us more time to resolve this issue for you.
The Case Number for this inquiry is 07928263. Please refer to this number if you choose to contact us again regarding this request. In order to reply to this email, please log into My Support at www.tivo.com/mysupport. Replies directly to this email will not be received.

Sincerely,
Bernald Ian
TiVo Customer Support Representative
www.tivo.com/support
http://forums.tivo.com
This time, the attachments were... EXACTLY THE SAME as the last time! How to force a connection, how to reboot the box, and how to use suggestions. Obviously, no one is reading that my "thumb" buttons don't work, that I've rebooted many times already, etc.
 

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I believe the official place is the tivo forums *on their site*.

I truly wish they (and all companies) had true serious "bug reporting systems" that would _eventually_ get to technical people. Yes, I'd give FREE info to help get the product I paid for work better (e.g. to make streaming/downloading work AT ALL reliably, which it doesn't for me).
 

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I'm trying to find the proper place to report a suspected bug in the TiVo software (21.x.) Can anyone point me to the proper place? In case this forum is already the proper place, I'll list it here:

Summary: "thumbs" buttons on the remote don't seem to be working as expected.

h/w: TiVo BOLT VOX 3TB
s/w: 21.8.1 RC6

Detail/Steps: When viewing information about a show, for example in the detail for a specific show/episode, in "My Shows", in the list of suggestions, etc, pressing either of the "thumb" buttons on the remote has no effect. This includes while a show is selected/highlighted in a list, and when the detail of a show is displayed (such as immediately before selecting "play.") As far as I've been able to determine, the only time the "thumb" buttons are working is when actually playing a show. (Which might not be desirable if the content is inappropriate for people in the room at the time, and also requires several additional steps to start playing, press the thumb buttons, stop playing, etc.)

Edit: There are some places where the "thumb" buttons do respond as expected: The guide, and when viewing shows in a format that has images (instead of text.) I'm not sure the proper term for that.

Expected Behavior: The "thumb" buttons should work any time the current screen content details a show or the selection in a list isolates a single show. This includes the current selection in a list and when viewing detail for a show. (This would be consistent with previous software versions.)

Additional Comment: One of the pillars of TiVo (when compared to other DVR's) is the suggestions system. The suggestions are made based on "thumb" ratings. In my own opinion, this makes the "thumb" functionality a major part of the DVR, and therefore makes this a significant (not critical) issue.

Additional Steps to Repeat (xposted from another thread)

From live TV, tap the TiVo button, and navigate down and right to your list of suggestions (or TV Series, etc.) The idea is so that a textual list of shows is being shown in a vertical list. (Not a horizontal "list" of pictures representing the shows.) From this list, you'll likely be seeing groups of specific shows. From this list, highlight a given show and press either thumb button. Nothing happens. (Thumb buttons don't work here.) Then press select. You should now be seeing a list of episodes of the previously selected show. Press a thumb button. Nothing happens. (Thumb buttons don't work here either.) Now press select on any one episode. You should now be seeing the detail for that specific episode (including the description of the episode.) Press a thumb button. Thumb buttons STILL don't work here either!

This "thumb" issue extends to the suggestions list where it's really annoying. While viewing the list of suggestions, it's impossible to tell TiVo that you don't like one of it's suggestions using the thumb down button unless you first actually start playing the undesirable show! In a 24 hour period, my new TiVo BOLT+VOX recorded over 150 suggestions, and MOST were undesirable. (This is normal with a new TiVo until the thumbs are set up.) With TE3, I could just scroll through the list of suggestions pressing thumbs down on the undesirable stuff. With TE4, due to the bug I'm referring to (and I hope to God it is a bug and not by design), I have to actually start playing each one of the suggestions in order to give it a thumb down.
 

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I have been using a Vox with Hydra since January. The latest update has another bug. When you click on My Shows, more often than not, the horizontal menu does not appear so I cannot access my other networked Bolt because DEVICES is not there in the missing menu. In desperation at this inconsistent bug, I finally called tech support. After the tech consulted with higher level support, I was told to press the down arrow every time the menu is missing. Voila, that works. They know it’s an annoying bug. Hopefully it will be fixed soon.
 

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The best way to report bugs is to join a beta. When you're in a beta you have a direct line to TiVo's development team and it's a lot easier to report bugs. Outside of a beta there is no clear way to report a bug, and even if you send one to support they rarely communicate well enough to allow you to feel like the bug has been reported to the proper people.
 

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The best way to report bugs is to join a beta. When you're in a beta you have a direct line to TiVo's development team and it's a lot easier to report bugs. Outside of a beta there is no clear way to report a bug, and even if you send one to support they rarely communicate well enough to allow you to feel like the bug has been reported to the proper people.
And isn't that so frustrating and a shame, that the communication system doesn't seem to be there at the level that it should, for the improvement of the system--it's a loss of a great benefit of crowd-sourcing, and people stop reporting issues for TiVo to investigate and fix/support. People are so grateful when @TiVo_Ted and, earlier, TiVo Margret simply acknowledge the reporting of an issue, saying that it will be looked into.
 
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