Chapter 7: Troubleshooting. TiVo Series2 DT

Gemini.book Page 95 Monday, April 10, 2006 11:06 AM

Troubleshooting

Customer Support

Troubleshooting Index

7

96

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Troubleshooting

Customer Support

TiVo is dedicated to providing you with quality support and customer service. If you’re new to the TiVo service, and this is your first DVR, you probably have a few questions. This is where you’ll always be able to find answers.

1. Use this chapter.

This chapter contains answers to some of the most common questions customers have while getting started with the TiVo service. See the Troubleshooting Index to the right.

2. Use the troubleshooting screens on your DVR.

For general troubleshooting, go to the TiVo Central ® screen and select

Messages & Settings, then Troubleshooting. Additionally, when the TiVo service detects a problem, the message displayed will often lead you directly to troubleshooting steps for that issue.

3. Use online support.

Visit TiVo Customer Support online at www.tivo.com/support . There you’ll find the most up-to-date information about the newest TiVo service features, as well as frequently asked questions, step-by-step troubleshooting, and the ability to get live interactive help from expert users.

4. Call Customer Support.

If you still have questions, contact a

TiVo Customer Support agent by calling 1-877-367-8486

(1-877-FOR-TIVO).

Thank you for using the TiVo service!

Troubleshooting Index

This chapter contains troubleshooting for questions about:

Connecting Your DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Completing Guided Setup . . . . . . . . . . . . . . . . . . . . . . . . 99

The TiVo Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Channels & Channel Changing . . . . . . . . . . . . . . . . . . . . 101

The TiVo Remote Control . . . . . . . . . . . . . . . . . . . . . . . . 104

Now Playing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Watching Live TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Recording Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Online Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Connecting to the TiVo Service . . . . . . . . . . . . . . . . . . . . 113

Audio & Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Music, Photos & More . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

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Troubleshooting

Questions About Connecting Your DVR

I don’t see the Welcome screen when I plug in my

DVR for the first time.

• Make sure cables are connected from the OUT jack of one device to the IN jack of the next. Never connect OUT to OUT or

IN to IN.

• If you used a Coaxial RF cable to connect your DVR to your

TV, make sure your TV is tuned to channel 3 or 4, matching the

CHANNEL 3/4 switch on the back of the DVR.

You might need to press the Input, Source, or TV/Video button on your TV’s remote control to change the input (i.e., the video signal your TV is displaying).

• If you’re using Composite A/V cables or S-Video cables, make sure your TV is displaying the appropriate video source. Use the

Input, Source, or TV/Video button on your TV’s remote to change video sources. If you are having trouble changing the video source, refer to your TV owner’s manual.

• If you are passing the signal through your VCR, tune your TV the way you would to watch your VCR. Also, try turning your

VCR on or off. If your VCR has multiple inputs, you may need to select the correct input on the VCR as well.

• If your DVR is connected to an A/V receiver, and you are having trouble finding the correct input, try connecting the DVR directly to the TV instead.

• The cables you are using to connect your DVR to your TV or other equipment may be damaged or defective. Try using cables that you know are working properly.

Why does the DVR have to be connected to a phone line or to the Internet?

• The DVR uses the phone line or the Internet to make periodic connections to the TiVo service. Each time it connects, your

DVR receives updated program information (channels and show times), online scheduling requests, available software updates, and other information from the TiVo service.

• This connection also sends anonymous viewing information— that is, anonymous information about viewing choices, which do not identify you as an individual or household—to TiVo Inc.

TiVo has no way to access any personally identifiable viewing information from your DVR without your prior consent.

Without your consent, the TiVo service has no way of knowing what shows you—as an individual or household—have watched or recorded. See the TiVo Privacy Policy on page 71 for more.

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Troubleshooting

How do I choose which channel changing cable to use with my satellite or cable box?

In order to record programs, the TiVo DVR needs to be able to change channels on your cable or satellite box. The DVR sends channel changing signals to your cable or satellite box using either the IR (infrared) cable or the Serial control cable.

If you don’t have a cable or satellite box, your DVR does not need a channel changing cable.

Using the Serial Cable

You can use the Serial cable for channel changing if:

• You have a DIRECTV ® satellite box with a 9-pin data connector like this:

• You have a Motorola/General Instruments DCT2000 series cable box, and your cable provider has enabled it for serial control.

Some DIRECTV ® satellite boxes have other connections that you may be able to try.

• If your DIRECTV ® satellite box has a

15-pin connector like this one, you can connect the Serial cable using a 15-pin adapter (sold separately).

15-pin data connector and adapter

• Some DIRECTV ® satellite boxes have a

Home Control connector (similar to a phone jack, but slightly smaller).

Home Control jack and cable

Home Control cables are sold separately at www.tivo.com/store . The Home

Control connector on a DIRECTV satellite box is sometimes labeled “Low

Speed Data.” Plug one end of the Home Control cable into this connector, and the other end into the CHANNEL CHANGING/

SERIAL jack on the TiVo DVR.

Using the IR Cable

You can use the IR (infrared) cable to change channels on any cable or satellite box with an IR sensor.

•

Finding the IR sensor.

To correctly position the IR cable, you need to find the IR sensor on your cable satellite box. See the

Start Here poster for diagrams of common boxes, and where to find the IR sensor on each.

Look for a tiny round bulb behind the dark, translucent plastic window—the IR window—on the front of your cable or satellite box. A flashlight might help you see it.

• Positioning the IR cable.

Position the IR cable’s emitters so they point toward the IR sensor and stick out about 1.5 inches. Use the diagram on the Start Here poster as a guide.

If your Start Here poster is lost, download a replacement from www.tivo.com/guides .

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Troubleshooting

Questions About Completing Guided Setup

Do I have to connect the DVR to a phone line or the

Internet for Guided Setup?

• Yes. To complete Guided Setup, the TiVo DVR needs to connect to the TiVo service. To do this, the DVR uses either your home phone line or a broadband Internet connection

(through a home network). Make sure you connect either the provided phone cord, a USB network adapter (sold separately), or an Ethernet cable (using the DVR’s Ethernet jack); see the

Start Here poster for instructions.

How do I enter a Canadian postal code?

• From the Zip Code screen in Guided Setup, press the ENTER button on your TiVo remote to display the Canadian Postal Code screen.

How do I choose the correct cable or satellite lineup?

• Make sure you have an accurate list of channels you subscribe to from your cable or satellite provider. This list may be in the form of a channel lineup card or a recent bill from your cable or satellite provider. You might also check your satellite or cable provider’s website for lineup information. If you’re not sure which channels you subscribe to, contact your cable or satellite provider.

What if I don’t see video during Guided Setup?

• One part of Guided Setup tests the video connection from your cable or satellite box to the TiVo DVR. If you don’t see video in the background on the screen that asks “Do you see video?” try the following steps:

• Make sure the video cable that connects the video OUT jack on your cable or satellite box to the video IN jack on the

TiVo DVR is properly and securely connected. See the Start

Here poster if you need help.

• Make sure your cable or satellite box is powered on and tuned to a channel you subscribe to. Try changing channels using your cable or satellite box remote until you see video.

Do I have to perform all the channel changing tests?

• Yes. In order to record programs, the TiVo DVR needs to be able to change channels on your cable or satellite box. During

Guided Setup, the TiVo DVR performs several tests to optimize channel changing. It’s OK if nothing happens during some of the tests. Just follow the on-screen instructions.

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Troubleshooting

Questions About the TiVo

®

Service

Will my DVR work without the TiVo service?

• The TiVo ® DVR is designed to be used exclusively with the

TiVo service. The TiVo service is required for proper operation of the DVR. No functionality is represented, warranted or should be expected without a subscription to the TiVo service. The

DVR uses the program information provided by the TiVo service to record the programs you request, to provide Season

Pass TM functionality, to power the program guide, to allow you to search for programs by title, etc. The TiVo service may also provide you with new Showcases, access to online content, and periodic service updates.

What happens if my DVR loses power temporarily?

• Everything is saved—including your Now Playing programs— regardless of the length of time the DVR is without power. The only thing you will miss is a recording that was scheduled to occur during the time the power was out.

Does the TiVo service collect information about my viewing habits?

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• TiVo has designed its system and instituted policies to ensure that TiVo is unable to access any of your personally identifiable viewing information without your prior consent. TiVo does collect anonymous viewing information; that is, information about viewing choices made while using your DVR, which does not identify you as an individual or household. In other words, there is no contact information associated with the viewing information that could identify the viewing information as coming from you or your household. If you don’t want even your anonymous viewing information used in any way, you may simply call and tell us, and we will stop collecting it. (See page

96 for our phone number.) For more information, see Chapter 6 or go to www.tivo.com/privacy .

How is information from the TiVo service delivered to my DVR?

• The DVR automatically makes regular connections to the TiVo service to download program information and other data.

Information may also be delivered by a special TiVo program that is recorded late at night (when it does not conflict with any of your requested recordings).


Troubleshooting

Questions About Channels and Channel Changing

I can’t get the channel to change.

Cable with no cable box

• Be sure that you are using the TiVo remote and that you hold it so the TiVo button points toward the DVR.

• Press any button on the remote. Does the red light above the

TiVo button flash? If not, make sure the batteries are positioned correctly in the remote. If they are, try a new set of batteries. If the red light on the remote does flash, do the lights on the front of the DVR seem to respond when you press any button on the remote? If they do not, restart your DVR by unplugging it, waiting 15 seconds, then plugging it back in.

• Verify that your TiVo DVR was set up correctly by checking the

System Information screen. (From the TiVo Central ® screen, select Messages & Settings, then Account & System

Information, then System Information.) On the System

Information screen, verify that the Program Source is listed as

“Cable without Box.” If not, repeat Guided Setup and set up the

DVR for cable with no cable box. (To repeat Guided Setup, see page 66.)

Cable or satellite box with the Serial cable

• Make sure the cable or satellite box is turned on.

• Verify that the Serial Control cable is plugged into the data connector on the cable or satellite box and into the

CHANNEL

CHANGING/SERIAL jack on the back of the DVR.

• Unplug the cable or satellite box’s power cord, then plug it back in. Then try changing channels with the TiVo remote again.

• Try using the cable or satellite box’s remote to change the channel. If it doesn’t work, contact the manufacturer or service provider.

• Serial control of a Motorola/General Instruments DCT2000 series cable box may not be available for all customers. Check with your cable provider to find out if your cable box is enabled for serial control.

Cable or satellite box with the IR cable

• Make sure the cable or satellite box is turned on.

• Make sure you are using the DVR’s remote control, and that you hold it so the TiVo button points toward the DVR, not at the TV, or cable or satellite box.

• Refer to the Start Here poster to verify that the IR Control cable is positioned correctly in front of the IR sensor. Also, make sure

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Troubleshooting the purple end of the cable is plugged into the

CHANNEL

CHANGING/IR jack on the back of the DVR.

• Press the TiVo button to go to TiVo Central, then select

Messages & Settings, then Settings, then Channels, then

Channel Changing. Follow the on-screen instructions.

• Try using the cable or satellite box’s remote to change channels.

If it doesn’t work, contact the manufacturer or service provider.

• Consider optimizing the IR connection by making an “IR tent.”

See below.

How do I make an IR tent?

Channel changing with the IR cable works better if the IR emitters and the IR window on the cable or satellite box are shaded from other infrared signals. Making an “IR tent” decreases the interference from other signals. This solution may help if changing channels with the IR cable is unreliable or inconsistent, but not if channels don’t change at all.

Before securing an IR tent into place as described below, you can test whether one might work for you by draping a magazine or aluminum foil over the IR window as shown.

Making an IR Tent

The exact methods and materials you use to make the IR tent will depend on the shape of your cable or satellite box’s IR window and the materials you have available.

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Follow these general guidelines:

1.

Cover the area around the IR emitters and the cable or satellite box’s IR window with a piece of fabric like black flannel. You could create a cover using cardboard or aluminum foil instead.

IR window cable or satellite box

DVR

If possible, cover the entire IR window on the cable or satellite box, because signal interference can enter from anywhere in the window. For some cable and satellite boxes, covering the entire

IR window will include covering the controls on the front. If you still need to access your cable or satellite box, use materials that are relatively easy to remove.

2.

Secure the cloth, tape, or other material (with tape or by another method), making sure that it fits closely around the IR window and the IR cable’s emitters, as shown below.


I can’t go to one of my channels.

• You may be using a channel list that does not include the channel you want. Use the numbers on the remote control to enter the channel number, then press ENTER/JUMP. For more information on using a channel list, see page 47.

• If you have a digital cable box, the TiVo DVR can only tune to one digital cable channel at a time. If you are already recording a digital cable channel on one tuner, you cannot change to a different digital cable channel without stopping the recording.

See page 107 for more.

• The channel you want may be showing a program that exceeds a limit set with Parental Controls. In this case, you will see only a black screen with a notice that a limit has been exceeded. You will be able to tune to the channel if you use the Parental

Controls password. (For more information on Parental Controls, see page 51.) If your cable or satellite box has a feature like

Parental Controls, you may have to use the satellite or cable box’s remote to disable it as well.

I can’t find all the channels I receive in the Channel

List.

• Have you changed your satellite or cable provider, or changed your subscription package? If you have, go to TiVo Central and select Messages & Settings, then Settings, then Channels, then

Channel List. Press ENTER to change your channel lineup.

Troubleshooting

• If you have cable, and have not changed your cable provider, go to Messages & Settings, then Settings, then Channels, then

Channel List. Look at your cable or satellite bill, then check the channel list. Make sure all the channels you subscribe to are marked with a yellow check.

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Troubleshooting

Questions About the TiVo Remote Control

My TiVo DVR remote control doesn’t control my TV’s power, volume, etc.

• You can program the DVR’s remote control to turn your TV on and off, and control its input selection, volume and mute functions. You can also program it to control volume and mute on an A/V receiver or stereo. From the TiVo Central ® screen, select Messages & Settings, then Settings, then Remote Control.

Follow the on-screen instructions.

flash) when you press any button on the remote? If lights on the front of the DVR do not respond to the remote, restart your DVR by unplugging it, waiting 15 seconds, then plugging it back in.

• You may not have the correct input selected on your TV. Use the

Input, Source, or TV/Video button on your TV’s remote to change the input. If you are passing the signal through your

VCR, you may need to select the correct input on the VCR as well.

My TiVo remote control doesn't work with my DVR.

• Be sure you are using the DVR’s remote, and that you hold it so that the TiVo button points toward the DVR.

• Try changing the position of the DVR SWITCH on the remote control.

• Press any button on the remote. Does the red light above the

TiVo button on the remote flash?

• If the red light does not flash, make sure the batteries are positioned correctly in the remote. If they are correctly positioned, try a new set of batteries. See the inside front cover of this guide for instructions on installing batteries.

• If the red light on the remote does flash, watch the lights on the front of the DVR. Do the lights seem to respond (i.e., blink or

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Troubleshooting

Questions About Now Playing

Can I recover a recorded program that was deleted?

• No. There is no way to bring back a program that has been deleted from Now Playing. You can choose to keep programs as long as you want (see page 6) or save programs to video tapes or recordable DVDs (see page 35).

I haven’t scheduled enough programs to fill my DVR, but when I try to schedule more programs, the DVR says there isn’t room.

• The TiVo service includes smart scheduling features that track not only how much space you currently have on your DVR, but also how much space will be needed in the future to record all of the programs you have scheduled. If your DVR will be full at some point in the future, the TiVo service informs you and suggests options—such as allowing some programs to be deleted early—that will allow you to schedule additional recordings.

With the TiVo service, you always have the final say over what gets recorded and how long it is kept.

• In addition, the amount of recording space the DVR needs varies from channel to channel and from show to show. In general, the more action you see on your screen, such as in fast-moving sports or action movies, the more recording space is required.

Weaker video signals may also require more space. The amount of space required for each show you record affects the total hours of recording capacity in your DVR.

How can I fit more programs in Now Playing?

• To make space, delete some programs in Now Playing. You delete a program by highlighting its title, then pressing CLEAR.

• Reduce the number of recordings in Now Playing that are marked “Keep Until I Delete.”

• Lowering the default recording quality will allow you to fit more programs in Now Playing. See page 53 for details.

• Set up Season Pass recordings with the Recording Option “Firstrun only.” You’ll collect only new episodes. You’ll also be less likely to run out of space in Now Playing and less likely to encounter conflicts.

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Troubleshooting

Questions About Watching Live TV

Can I watch a program while it is being recorded?

• Yes, you can watch a program as it is being recorded; you can even start watching from the beginning while the rest of the program is recorded! You can also watch any program stored in

Now Playing while another program is being recorded.

The Channel Banner always says “To be announced.”

• Your DVR probably does not have full program information.

For details, see the question “I can’t find my program in Search by Title or WishList ® Search, even though I know it’s on,” on page 108.

There aren’t any shows listed in the program guide.

• Your DVR may not have program information. See “I can’t find my program in Search by Title or WishList ® Search, even though I know it’s on,” on page 108.

• If category filtering of the guide is turned on, but no upcoming programs in the next six hours match both your filter and your

Favorite Channels list, no programs will appear in the guide. To view programs in the guide again, use the Guide Options to turn off filtering. See page 32.

I can’t find my program in the guide, even though I know it’s on.

• You can choose a channel list or filter to use with the guide. Not all programs or channels will be displayed if you have chosen to use a filter or the “Favorites” channel list. Press GUIDE to display the live guide, then ENTER to choose “Channels You

Receive” or to turn off filters. You can also add and remove channels on the “Channels You Receive” and “Favorites” channel lists. See page 47.

• Occasionally the program information provided by the networks includes errors. We would like to hear of any inaccuracies you discover so that we can work with our providers to correct them.

See the Customer Support contact information at the beginning of this chapter.

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Troubleshooting

Questions About Recording Programs

Can I record two programs at the same time, or watch one channel and record another?

The TiVo

®

Series2 TM DT DVR is capable of recording two programs on two different channels at the same time. Dual tuner functionality depends on your TV programming source, and how it is connected to your TiVo DVR. See page 3 for more.

TV Programming Source

Cable with no cable box

Cable Box (with RF splitter, as shown on the Start Here poster)

Satellite Box AND

Basic Cable (no cable box)

Cable Box, no RF splitter

Satellite Box only

Records Two Programs

YES.

Watch/record any two channels at the same time

YES.

Watch/record any two basic cable channels (typically 1-99), or 1 basic cable channel and 1 digital cable channel (typically

100 and up) at the same time

YES.

Watch/record any two basic cable channels (typically 1-99), or 1 basic cable channel and 1 satellite channel at the same time

NO.

NO.

What is the difference between basic cable channels and digital cable channels?

Basic cable channels

are typically channels 1-99, and are delivered via a coaxial RF cable coming out of your wall.

Digital cable channels are typically channels 100 and above, and require a digital cable box to decode and display them on your TV.

Because the cable box decodes and sends only one digital cable channel at a time, the TiVo DVR can record only one digital cable channel at a time.

If you have a digital cable box, and you connected the RF splitter as shown on the Start Here poster, you are sending basic cable channels directly to the TiVo DVR, and digital cable channels to the cable box.

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Troubleshooting

How can I record a program (or programs) when there is a conflict?

• The DVR gives each repeating recording a priority. You can resolve some conflicts in favor of preferred programs using the

Season Pass Manager to change priorities. See page 24.

• If you encounter a conflict for a single episode, use View

Upcoming Episodes to see if the episode you want will air at a different time. Select the program from the To Do List, then select View Upcoming Episodes.

• You can sometimes resolve recording conflicts by changing the

Stop Time or Start Time Recording Options. See page 25 for more about Recording Options. If you set a program to start recording one minute early, it may conflict with a recording that airs right before it. To resolve such a conflict, change the Start

Time back to On Time on the Recording Options screen.

• If a single episode of a repeating recording conflicts with another program, you can select that episode in the To Do List and change it independently of the rest of the repeating recording.

• Set up Season Pass recordings with the Recording Option “Firstrun only.” You’ll collect only new episodes. You’ll also be less likely to run out of space in Now Playing and less likely to encounter conflicts.

What does it mean when my DVR says programs will be deleted earlier than planned?

• By default, all programs are kept until space is needed. After that, programs you have not set to save longer may be deleted to make room for other recordings you request. The TiVo service includes smart scheduling features that keep track of when programs become available to be deleted, and of how much free space will be available at any given time in the future. If space will not be available to record a program you request, the TiVo service gives you the option of deleting some programs early to make more room. However, you always have the final say on how long the DVR keeps programs. You can delete a program at any time, and you can always change how long it is saved. Just select the program in Now Playing, then select Keep Until...

I can’t find my program in Search by Title or

WishList

®

Search even though I know it’s on.

• The DVR uses your Channel List to search for programs in all the features under Pick Programs to Record. To check if you’ve selected the program’s channel, go to Messages & Settings, then

Settings, then Channels, then Channel List. Does the channel have a check mark next to it? To give it one, highlight the channel and press SELECT. For instructions on personalizing this list, see page 47.

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Troubleshooting

• Try searching by date, time or channel. From Pick Programs to

Record, select Record by Time or Channel.

• Look on the Phone & Network screen (from TiVo Central, select

Messages & Settings, then Settings, then Phone & Network) for the time of the last successful connection to the TiVo service. If it was more than 36 hours ago, your DVR may be having trouble connecting to the TiVo service. Select Test Connection to test the current settings. If the test connection does not succeed, see page 113 for connection troubleshooting. Once you have made a successful test connection, start a regular connection by selecting Connect to the TiVo service now. If your connection is successful, new program information will be downloaded and organized, and become available to search in about 1 to 5 hours.

• Is your TiVo service account up to date? Check your account status on the System Information screen (from TiVo Central, select Messages & Settings, then System Information). If your account is suspended or closed and you wish to re-activate it, go to www.tivo.com/manage , or refer to page 96 for Customer

Support contact information and give us a call.

• Occasionally the program information provided by the networks includes errors. We would like to hear of any inaccuracies you discover so that we can work with our providers to correct them.

I can’t use features in Pick Programs to Record. The

DVR says it is organizing program information.

• Your DVR may not have all its program information yet. The first time you go through Guided Setup, the DVR downloads some program information from the TiVo service. The DVR then indexes this information in the background over the next few hours. More program information becomes available after the next time the DVR connects to the TiVo service. After 24 hours, full information (up to 2 weeks) is available.

• If the DVR loses power while it is indexing program information, the indexing process will stop until the DVR makes a successful connection to the TiVo service, and then will start again. If your DVR lost power while it was indexing program information, you can get it to start indexing again by starting a connection to the TiVo service. To do this, go to TiVo Central and select Messages & Settings, then Settings, then Phone &

Network, then Connect to the TiVo service now.

What happens if a sports event I have scheduled to record goes into overtime?

• The TiVo service cannot predict whether a sporting event might go into overtime, but we provide a feature that lets you add recording time—from one minute to three hours extra—at the end of a recording. We call this the Overtime Scheduler ® feature.

The Overtime Scheduler has two options: Start Recording and

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Troubleshooting

Stop Recording. Both are available on the Recording Options screen. You can even use the Overtime Scheduler to change the scheduled end of a recording while the program is being recorded. You can use the Overtime Scheduler with any kind of program, not just sports. For more, see page 26.

• If you are watching a program while it’s being recorded, you can add extra recording time:

• Go to the Now Playing List, select the recording, then select

Change Recording Options. On the Recording Options screen that appears, select Stop Recording. Use RIGHT arrow to increase the length of the recording by anywhere from one minute to 3 hours.

• Go to Pick Programs to Record, select the To Do List, then select the recording. Select Options next to Continue

Recording. On the Recording Options screen that appears, select Stop Recording. Use RIGHT arrow to increase the length of the recording by anywhere from one minute to 3 hours.

Is there a way to record a program that will not be aired for weeks or months?

• Create an auto-recording WishList search for programs that are not yet listed in the guide. See page 19 for more.

• If you know the date, time, and channel on which the program will air, you can create a manual recording to record it. Go to

TiVo Central and select Pick Programs to Record, then Record by Time or Channel, then Manually Record Time/Channel. See page 16 for more.

How do I set the clock so that my shows are recorded on time?

• The TiVo service sets your DVR’s clock during every service connection, so you never have to worry! If you move to a new time zone, change your DVR’s settings by repeating Guided

Setup. To connect to the TiVo service at any time, go to TiVo

Central and select Messages & Settings, then Settings, then

Phone & Network, then Connect to the TiVo Service Now.

• If you are missing the beginning or end of a show, it usually means that the broadcaster is not starting or stopping the show on time. You can use the Overtime Scheduler, described on page

26, to compensate for this.

How do I record a pay per view event?

• From live TV, catch up to the present broadcast by pressing the

ADVANCE button. Then, order the program from your cable or satellite provider as you normally would—by using your satellite or cable box remote, or by calling your cable/satellite provider. (If the program violates a Parental Control limit—or a

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Gemini.book Page 111 Monday, April 10, 2006 11:06 AM feature like Parental Controls on your cable or satellite box— make sure to disable both TiVo Parental Controls and your satellite or cable box’s Parental Controls.)

• Make sure that the channel the pay per view event is airing on is checked in your Channel List (from TiVo Central, select

Messages & Settings, then Settings, then Channels, then

Channel List).

• To record the program, search for it using Browse by Time

(from Pick Programs to Record, select Record by Time or

Channel, then Browse by Time). If there are no listings for pay per view events, record the showing using Manually Record

Time/Channel.

Why wasn’t my program recorded?

• Check Recording History for an explanation of why the program did not record. Recording History is the first selection in the To

Do List (from TiVo Central, select Pick Programs to Record, then To Do List, then View Recording History). Here are some reasons why a program may not be available in Now Playing:

• There may have been a dual tuner conflict. If you have a cable box, there are limitations to the DVR’s ability to record two different channels at the same time. See page 107 for more details.

• If you had Season Pass recordings that were broadcast at the same time, only the programs with the higher priority would

Troubleshooting be recorded. Priorities and the Season Pass Manager are described on page 24.

• If the program was a rerun, your Season Pass recording may be set to record First Run Only programs.

• The program may have been deleted from Now Playing by someone else in your household.

• The program may have been canceled by the network.

• There may have been a conflict when requesting another program, and the proposed resolution was to delete the missing program earlier than planned. If you accepted that resolution, the program would have been deleted.

• There may have been a channel changing problem. See

“Questions About Channels and Channel Changing” on page 101.

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Troubleshooting

Questions About Online Scheduling

My DVR did not record a program I requested on TiVo

Central

®

Online.

•

Check Recording History.

Your DVR’s Recording History may explain why the program did not record. To view Recording

History, go to the TiVo Central ® screen and select Pick

Programs to Record, then To Do List, then View Recording

History. Find and select the program that did not record to view a brief explanation.

•

Check the To Do List.

If you chose to record the program only if it did not conflict with other recordings at the same time, the

DVR may have found an alternate showing of the program to record that did not conflict with other programs. Check the To

Do List to determine whether the program is still scheduled to record. Go to TiVo Central and select Pick Programs to Record, then To Do List.

•

Check connection.

Go to the TiVo Central ® screen and select

Messages & Settings, then Settings, then Phone & Network, then Connect to the TiVo Service Now.

• Check your Channel List. If the program you requested airs on a channel you don’t receive, the DVR will not be able to record it.

In addition, if you receive the channel but it is not checked on your Channel List, the DVR cannot record from it. To check your Channel List, go to TiVo Central and select Messages &

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Settings, then Settings, then Channels, then Channel List. Every channel you receive that you wish to schedule recordings from should have a checkmark beside it.

•

Program Times Shown in Red.

A program’s air time shown in red on TiVo Central Online indicates that this program might not record on your DVR if you schedule it. This is due to the fact that there might not be enough time for your DVR to connect to the TiVo service and retrieve your recording request. When you click on such a program, you’ll see a “May not record” warning.

I didn’t receive a confirmation e-mail.

• If you or your Internet Service Provider have a filter to delete junk e-mail, you may have to change the filter’s settings to receive e-mail from TiVo.

• Make sure that your e-mail address is correct at Manage My

Account ( www.tivo.com/manage ).

A program recorded at a different time than I requested.

• If you chose to record the program only if it did not conflict with other recordings at the same time, the DVR may have found an alternate showing of the program to record that did not conflict with other programs.


Troubleshooting

Questions About Connecting to the TiVo Service

My DVR’s phone connection to the TiVo service is failing.

• First, verify that your phone line is working by connecting a phone to it, then listening for a dial tone. Make sure the phone cord is connected to both the DVR and the phone jack. If the phone line is working, continue with the troubleshooting here. If it is not working, contact your telephone service provider.

• You must use a standard, analog phone line for connections to the TiVo service. Voice Over IP (VOIP) and digital PBX phone systems are not supported.

• The following tips require changing your Phone Dialing

Options. To change Phone Dialing Options, go to the TiVo

Central ® screen and select Messages & Settings, then Settings, then Phone & Network, then Change Phone Settings, then Phone

Dialing Options. After you change a Phone Dialing Option, the

DVR will make a test connection to verify whether or not your problem was solved.

Phone Connection Troubleshooting Tips:

• Try another local dial-in number. Select Set Dial-In Number.

Confirm your area code, then select a new number from the list of available numbers for your area.

• If you have voice mail on this phone line or use another nonstandard dial tone, turn off Dial Tone Detection. (Select Set

Dial Tone Detection, then select Off.)

• Make sure the correct dialing format is selected.

• If you dial a prefix for outside lines, be sure it is entered on the Phone Dialing Options screen. To enter or change a prefix, select Set Dial Prefix, then follow instructions on the screen. For example, if you must dial 9 to reach an outside line, select Set Dial Prefix, then press 9 then the PAUSE

( ) button. (This enters a 9 followed by a comma. Each comma inserts a 2 second pause.)

• If you have call waiting, be sure it is disabled during the daily phone call. (Select Set Call Waiting Prefix, then enter the correct prefix, usually *70, . You would enter *70, by pressing CLEAR to enter the * then 7 then 0 then the PAUSE

( ) button to enter a comma.)

• Your phone line may have low voltage. Select Availability

Detection, then select Off. If you have a cordless telephone, fax machine, or computer modem connected to the same line, try turning Availability Detection off, as well. When

Availability Detection is off, you may hear a click on the line when the DVR tries to call. This is the sound of the DVR picking up the line to see if it is free.

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Troubleshooting

• If you use a wireless modem jack, try connecting the DVR directly to a standard wall jack.

• If you have a caller ID box, try removing it from the line, since some models interfere with the DVR’s ability to make a call.

• If you have DSL, try installing a DSL filter on your phone line. try not to use more than 5 DSL filters in one household.

• It could be that you have too much line noise due to the length of the phone cord. Try a shorter cord, or you can buy a line noise filter at your local electronics store.

• If you have a home network with a broadband Internet connection, consider switching to network connections. See page 62 for more information.

What if I need to use the phone while the DVR is connecting to the TiVo service?

• You can interrupt the connection. To do this, pick up the phone, then hang it up. Wait about 45 seconds. When you pick it up again, there should be a dial tone. Repeat this process if necessary.

What if my phone line is busy when the DVR tries to connect to the TiVo service?

• The DVR will continue to attempt to connect until it is successful. You can check the status of the connection on the

Phone & Network screen (from TiVo Central, select Messages

& Settings, then Settings, then Phone & Network). The status of the most recent connection is displayed at the top of the screen.

Am I charged for connections to the TiVo service?

• TiVo uses either a standard phone line or a broadband Internet connection to provide the TiVo service, and is available as a local call in most areas. In some areas, however, local and long distance toll charges may apply. You are responsible for any phone charges. If you’re not sure, check with your phone service provider.

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Troubleshooting

Questions About Audio and Video

The audio and video are out of sync.

• The audio and video may re-sync if you change channels.

• You may be able to re-sync audio and video by pressing the

INSTANT REPLAY button on the remote control.

• Press the TiVo button to go to the TiVo Central ® screen, then press the LIVE TV button to return to live TV.

• Verify that all your audio and video cable connections are secure. Make sure cables are connected from the OUT jack of one device to the IN jack of the next. Never connect OUT to

OUT or IN to IN.

• You can also try restarting your DVR. From TiVo Central, select

Messages & Settings, then Restart or Reset System, then Restart the DVR. On the Restart the DVR screen, press the THUMBS

DOWN button three times, then press ENTER. You will see the

Welcome screen and the system will restart within a few minutes.

My DVR was working, but now the picture is frozen.

• Try changing channels.

• Try restarting your DVR. From TiVo Central, select Messages

& Settings, then Restart or Reset System, then Restart the DVR.

On the Restart the DVR screen, press the THUMBS DOWN button three times, then press ENTER. You will see the

Welcome screen and the system will restart within a a few minutes. You can also restart the DVR by unplugging it, waiting at least 15 seconds, then plugging it back in.

I don’t get a picture now, even though I have been able to get one in the past.

• Your TV may not be set to the correct input. Most TVs have an input button that says either “TV/Video,” “Input,” or “Source.”

It may be on the TV or on the TV remote control. Look at your

TV and TV remote and try changing the input setting.

• If you have your DVR connected to a VCR, the VCR may not be set to the correct input. Most VCRs have an input button that says either “TV/Video,” “Input,” or “Source.” It may be on the

VCR or on the VCR remote control. Look at your VCR and

VCR remote and try changing the input setting.

• Check to make sure all of the appropriate cables are firmly connected to your DVR, television and other audio/video equipment. For help with your audio/video connections, see the

Start Here poster or Appendix A of this guide.

• Someone in your household may have placed the DVR in

Standby mode. To return to normal mode from Standby, press either the TiVo button or the LIVE TV button. (On some

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Troubleshooting remotes, there is a POWER button that puts the DVR in Standby mode and takes it back out.)

My audio system is set up to play in stereo, but it is only playing mono.

• Make sure that Main Audio Program (stereo) is selected on the

Television Audio screen (go to TiVo Central and select

Messages & Settings, then Settings, then Audio, then Television

Audio). And be sure you connected audio using the DVR’s L/R

Audio Out jacks.

I can’t select an alternate audio track.

• Secondary audio programs (SAP) are not available for all programs. If you set the SAP as the default audio, programs that have SAP will use it. Only one audio track is saved with recorded programs. If SAP is the default audio and a program you are recording has an SAP, the SAP will be the recorded program’s only audio. You can set the default audio on the

Television Audio screen (from TiVo Central, select Messages &

Settings, then Settings, then Audio, then Television Audio).

• Recorded programs, such as those in Now Playing, always have only one audio track, the one they were recorded with.

• You cannot change the audio track if you are watching a live program, but are not caught up to live TV. Catch up to live TV by pressing the ADVANCE button. Changing the audio program

116 will clear the saved part of the program you are watching, so you will only be able to rewind live TV to the point where you changed the audio program.

Programs are playing in the wrong language.

• You may have selected the secondary audio program (SAP) as the default audio on the Television Audio screen. Most programs with SAP use it to broadcast in an alternate language.

To turn off the SAP, change the main audio program on the

Television Audio screen (from TiVo Central, select Messages &

Settings, then Settings, then Audio, then Television Audio).

I see a blue screen with a TiVo logo.

Your DVR is having trouble tuning to the channel you are on.

Follow these steps to restore the video:

• Try changing channels. If the blue screen appears on just a few channels, you may be tuned to a channel to which you do not subscribe, or you may be experiencing a weak signal on a channel to which you do subscribe. If you do not subscribe to the channel, you should take it off your Channel List. See page 47.

If you do subscribe to the channel, wait 24 hours to see if the signal improves, or call your cable or satellite provider.

• If the blue screen appears on every channel, and you have a cable or satellite box, make sure it is turned on.


Troubleshooting

• You may be experiencing a temporary cable or satellite outage; check with your cable or satellite provider.

• Your video cable may have come loose. Make sure all the cable connections on the back of your DVR are secure.

• Verify that you are receiving a video signal by temporarily connecting the video source directly to the TV. If you still do not see any video, there may be a problem with your cable or satellite equipment.

• The cables you are using to connect your DVR to your TV or other equipment may be damaged or defective. Try exchanging the cables connected to the DVR with other cables that you know are working properly.

• Restart your DVR. (From TiVo Central, select Messages &

Settings, then Settings, then Restart or Reset System, then

Restart the DVR. Press THUMBS DOWN three times, then press ENTER. You will see the Welcome screen, and the system will restart within about 45 seconds. You can also restart the

DVR by unplugging it, waiting 15 seconds, then plugging it back in.

I see a banner that says “Searching for signal...”

• The other tuner may be tuned to a channel that you don’t receive, or tuned to a channel with poor signal quality. Try switching to the other tuner by pressing the LIVE TV button.

Then change the channel to a channel you know you receive.

• Check your cable connections from your TV programming source to the back of the TiVo DVR. Make sure all cables are firmly connected.

• Try restarting your DVR. From TiVo Central, select Messages

& Settings, then Restart or Reset System, then Restart the DVR.

On the Restart the DVR screen, press the THUMBS DOWN button three times, then press ENTER.

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Troubleshooting

Questions About Networking

My DVR is not connecting to the TiVo service.

You can make the DVR connect to the TiVo service at any time. Go to the TiVo Central ® screen and select Messages & Settings, then

Settings, then Phone & Network, then Connect to the TiVo Service

Now.

Your TiVo DVR connects to the TiVo service either using your home network’s broadband Internet connection, or using a phone line. To change the type of connection the DVR uses to connect to the TiVo service, go to TiVo Central and select Messages &

Settings, then Settings, then Phone & Network.

If your DVR is set to connect via Network, follow these steps:

• Check that the Internet connection is available. If you disable your home network’s connection to the Internet, your DVR may be trying to connect while the link is down. Try to go online and view a website from a computer on the same network as your

DVR. If you cannot, you must fix the connection from your home network to the Internet before troubleshooting your

DVR’s connection to the TiVo service. If you can browse the web from a computer, then see “My DVR is not connecting to my home network.” on page 118.

•

Use a phone line.

Use a regular phone line to connect to the TiVo service.

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If your DVR is set to connect via Phone, follow these steps:

• Use broadband (if available). If you have a home network with a broadband Internet connection, try allowing the DVR to use it to connect to the TiVo service over the Internet. Doing this eliminates the DVR’s need to use a phone line. See “Connecting your DVR to a Phone Line or to the Internet” on page 127.

• Check Online Support. Check network troubleshooting online at www.tivo.com/support .

My DVR is not connecting to my home network.

Any of the steps below may fix a network connection; you probably will not have to complete each one. Additional steps for wireless networks are at “My DVR is not connecting to my wireless home network.” on page 120.

• Check network connection. The network adapter that you attached may not be supported. If your network adapter is compatible with the DVR and functioning properly, a MAC address—an identifier unique to the network adapter you purchased—is visible on the Phone & Network screen. To check, go to TiVo Central and select Messages & Settings, then

Settings, then Phone & Network. The MAC address should be on the top right side of the Phone & Network screen. If you do not see a MAC address listed, the DVR is not recognizing the

Gemini.book Page 119 Monday, April 10, 2006 11:06 AM network adapter you installed. The adapter is either not compatible, not functioning properly, or not properly connected.

If you do see a MAC address, the adapter you are using may or may not be compatible. Visit www.tivo.com/adapters for a list of compatible adapters.

• Check your network cable.

The network cabling could be defective. If you have another USB cable or Ethernet cable available, try that.

•

Check connection to the network adapter.

Unplug the USB cable from the back of your DVR, wait 10 seconds, then plug it back in. Make sure the cable is pushed all the way in; sometimes lights on the adapter turn on before the USB cable is pushed all the way in. Unplug the side of the USB cable connected to the adapter, wait 10 seconds, then plug it back in.

•

Restart the DVR.

Press the TiVo button on the remote to go to

TiVo Central. Select Messages & Settings, then Settings, then

Restart or Reset System, then Restart the TiVo DVR. Press

THUMBS DOWN three times, then press ENTER.

• Check physical connections.

Ensure that all network equipment is receiving power and that all cable connections for routers, hubs, access points, and computers in the network are working.

Verify that the “link” light is lit on all devices connected to the network.

• Powercycle network devices.

If you have a router or wireless access point, unplug it, wait a moment, and then plug it back in.

Troubleshooting

This will temporarily halt your network’s Internet connection. It may take up to a minute for your equipment to “restart” after you plug it back in.

• Check your Network Settings.

Verify that your Network Settings are correct. See “Network Settings” on page 62.

• Update router or home gateway firmware. If your home network uses a router, home gateway, or wireless access point, it may need a firmware update. Firmware is a software program that is loaded onto a hardware device. You can usually find any updated firmware at the Customer Support website for the manufacturer of your hardware. (For example, if you have a

Linksys device, check firmware updates available at www.linksys.com/download .) Older firmware may cause unpredictable results. It may be necessary to powercycle your device before and after you reinstall the firmware.

•

Check Static IP Address.

If you assigned an IP address to your

DVR, check that its IP address is unique on your network. Also, confirm that the first three sets of numbers of the DVR’s IP address are the same as those of other devices on the network.

(For example, if you computer’s IP address starts with

192.168.1

, then your DVR’s IP address must also start with

192.168.1

.) To find TCP/IP settings on a Macintosh, open

System Preferences and click on Network.

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Troubleshooting

My DVR is not connecting to my wireless home network.

• Check power at wireless access point.

Ensure the wireless access point or wireless router is receiving power and that the

“link” light is on.

•

Verify or check password format.

If you used an alphanumeric password for your wireless network, try using a hexadecimal password instead. You can find a hexadecimal password

(sometimes referred to as a “Key” or “WEP Key”) in the configuration settings for your wireless access point or wireless router. If more than one hexadecimal password is listed, always use the first one. To change the password format, see “Network

Settings” on page 62.

• Check signal strength.

On the Phone & Network screen (press the TiVo button to go to TiVo Central, then select Messages &

Settings, then Settings, then Phone & Network), check the wirelesss signal strength. The following may improve wireless signal strength:

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• Make sure the wireless adapter is placed well away from the

DVR’s power supply, or power strips, or surge protectors.

Any of these may cause interference and reduce signal strength. Some household appliances, such as microwave ovens and 2.4 GHz cordless phones (even a neighbor’s cordless phone), may also reduce signal strength when they are in use.

• Verify that the wireless network adapter’s antenna is fully extended (if applicable). Consider purchasing an adapter that has an external antenna. See www.tivo.com/adapters .

• Move the wireless network adapter to a higher position, or give it a better line of sight to your wireless gateway (router).

• Reduce the distance between the wireless network adapter and the wireless access point. Wireless networks typically have a range of 100 to 300 feet, but distances can vary based on walls, floors, and other obstructions. It may be necessary to adjust the location adapter of your wireless access point or router to be closer to the network adapter attached to your

TiVo DVR(s).

• Consider adding a signal booster to your network (available from some wireless equipment manufacturers).

•

Check network name.

In Wireless Settings (from TiVo Central select Messages & Settings, then Settings, then Phone &

Network, then Change Phone or Network Settings, then

Network Settings), check that the network name (SSID) for your wireless access point is listed correctly. To change the network name, see “Network Settings” on page 62.


Questions About Parental Controls

My Parental Controls are not working.

• For Parental Controls to work, they must be on (not temporarily turned off). When you enter your password to watch a program that violates Parental Controls, they are temporarily turned off.

You can re-enable them on the Parental Controls screen (from the TiVo Central ® screen, select Messages & Settings, then

Settings, then Parental Controls), or by putting your DVR in

Standby mode and then taking it out of Standby. You can put your DVR in Standby mode by going to TiVo Central and selecting Messages & Settings, then Standby. To return to normal mode from Standby, press either the TiVo button the or

LIVE TV button. (On some remotes, there is a POWER button that puts the DVR in Standby mode and takes it back out.)

I disabled Parental Controls, but I still can’t tune to the channel I want.

• If your cable or satellite box has a feature like Parental Controls, make sure you have disabled them with the satellite or cable box’s remote. See your cable or satellite box’s owner’s manual for instructions.

• You may be using a channel list that does not include the channel you want. Use the number buttons on the remote control to enter the channel number, then press the ENTER button. For more information on using a channel list see page 47.

Troubleshooting

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Troubleshooting

Questions About Music, Photos & More

What is Music, Photos & More?

• When you connect your TiVo DVR to a home network, you get access to TiVo Home Media Features, including access to Home

Network Applications that may be running on your home network or on the Internet. See Chapter 4 for details.

For help with connecting to a home network and using Home

Media features, download the Home Media Features Guide at www.tivo.com/guides , or select Help from the TiVo Desktop application on your PC.

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