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TiVo Repair and Troubleshooting Guide: Problems and Solutions
If you're having TiVo Problems, we can help! Check out our guide below, or send us an email with a description of your problem.
PROBLEM / ERROR MESSAGE CAUSES / SOLUTIONS
STANDALONE TIVO* CAUSES / SOLUTIONS
DIRECTV WITH TIVO (DIRECTIVO)**
MODEM PROBLEMS
• TiVo has no guide data
• TiVo holds line open when phone line is connected
• Error: "Failed. No Dial Tone"
• Error: "Failed. Modem Not Responding"
• Error: "Failed. Could not Connect"
• Other dialing errors
• TiVo stuck at "Almost there..." screen [DirecTV with TiVo units only]
Possible Causes:
• Improper dialing settings
• Bad/defective cables
• Bad/defective modem
• Modem needs to be reset
• Trouble with TiVo’s servers
• Use of VoIP (Vonage, Packet 8, Verizon FIOS, etc.)
Suggested Solutions:
• Follow "Phone Troubleshooting" Tips in TiVo on-screen menus.
• See Section E.6 of the TiVoFAQ at tivofaq
• Purchase a WeaKnees TiVo Modem Replacement Kit
• Have your internal modem fixed (generally not reliable - 'fixed' modems often fail again soon)
• Send your TiVo to manufacturer for repair
Possible Causes:
• Improper dialing settings
• Bad/defective cables
• Bad/defective modem
• Modem needs to be reset
• Trouble with TiVo’s servers
• Use of VoIP (Vonage, Packet 8, Verizon FIOS, etc.)
Problems/Solutions:
• Purchase a WeaKnees TiVo Modem Replacement Kit
• Follow "Phone Troubleshooting" Tips in TiVo on-screen menus.
• See Section E.6 of the TiVoFAQ at tivofaq
• Have your internal modem fixed (generally not reliable - 'fixed' modems often fail again soon)
• Send your TiVo to manufacturer for repair
• Try using ,#034 or ,#019 as your dialing prefix (,=pause)
• Use a shorter phone cable
TIVO DOES NOT START UP (TiVo does not get to "TiVo Central")
• TiVo stuck on "Powering up…"
• TiVo stuck on "Almost there…"
• TiVo has Green "A Severe Error has occurred…" screen (GSOD)
• TiVo constantly restarts and never gets to TiVo Central
• TiVo displays a black screen, blue screen or nothing at all when the TiVo is powered on
Possible Causes:
• Hard drive failure
• Corrupt TiVo software
• Blown power supply
• Defect in chip on motherboard
• Defective hard drive cable or internal power cable
Suggested Solutions:
• See Powering Up Page
Possible Causes:
• Hard drive failure
• Corrupt TiVo software
• Blown power supply
• Defect in chip on motherboard
• Defective hard drive cable or internal power cable
• Defective modem
Suggested Solutions:
• See Powering Up Page
NO VIDEO ON TCD140060 or TCD130040
• TiVo Series 2 TCD140060 or TCD130040 has all of the lights on in front of the unit, but displays no video (or a black screen or blue screen)
Possible Causes:
This is becoming a more common problem as these units age. The solution is a new power supply, which we have here. Fore more information, see this page, which has more detailed information.
N/A
TIVO VIEWING PROBLEMS
• TiVo freezes at random times while watching recordings or live TV
• TiVo audio & video stops and starts at random times
• TiVo audio / video becomes out of sync for a short period (stutters)
• TiVo restarts at random times while watching live TV or recorded programs
Possible Causes:
• Hard drive failure
Suggested Solutions:
• Hard Drive Replacement Kit
NOTE: It is possible that the cause of these problems is something other than a defective hard drive, but in our experience, a drive problem is by far the most common cause. TiVo drive stuttering is a bad drive 99% of the time and can be easily fixed with a replacement drive.
Possible Causes:
• Hard drive failure
Suggested Solutions:
• Hard Drive Replacement Kit
NOTE: It is possible that the cause of these problems is something other than a defective hard drive, but in our experience, a drive problem is by far the most common cause. TiVo drive stuttering is a bad drive 99% of the time and can be easily fixed with a replacement drive.
PROBLEMS ACQUIRING SATELLITE SIGNAL
• DirecTV/TiVo sticks at 28% when acquiring satellite signal
• DirecTV/TiVo unable to display live TV on SAT 1 or SAT 2
N/A
Possible Causes:
• The "28% Problem"
• Incorrect satellite setup
• Wiring problems
• Defective satellite input
Suggested Solutions:
• SEE THE SOLUTION TO THE 28% PROBLEM HERE
• Confirm you have chosen the correct dish in satellite setup
• Confirm that you have chosen the correct number of inputs (1 or 2)
• If one sat input works and one does not, try switching satellite input cables to see if the problem follows a cable or follow the information here
LOSS OF LOCAL CHANNELS
• DirecTV/TiVo no longer displays local channels
N/A Suggested Solution:
• Contact DirecTV (800-DIRECTV) and tell them that you have lost local channels. They will fix this problem immediately by sending a signal to your access card.
VIDEO DROPS OUT BUT AUDIO CONTINUES
N/A In early-model TiVos (SAT T60 and DSR6000), this was a problem caused by a software update in early July 2004 to 3.1.0c. More recently, the HR10-250 had this problem, and a software update (to 6.3b) was released to solve it.
EXTERNAL MODEM NOT WORKING WITH VoIP
You have purchased a WeaKnees external modem and are having trouble connecting using VoIP.
• If you are using Vonage, be sure that you have your "bandwidth saver" setting set to 90Kbps. This is a Vonage setting and can be accessed through your Vonage account.
• Be sure that "Dial Tone Detection" and "Phone Available Detection" are both turned off.
• Set the call waiting prefix to "*99" which tells Vonage that you will be placing a data call.
• Try a new/different dial-in number. Many VoIP users have reported that not all dial-in numbers work equally well with VoIP and an external modem. To change your dial-in number, first find the number in our FAQ, here. Then, change your dialing prefix from ",#319" to ",#319,,XXXXX" and replace the "Xs" with the number that you found in our FAQ, as you would dial it on your phone.
• Keep in mind that standalone TiVos need only dial in about once every two weeks, so even if your calls fail sporadically, your TiVo will operate fine.
• If you are using Vonage, be sure that you have your "bandwidth saver" setting set to 90Kbps. This is a Vonage setting and can be accessed through your Vonage account.
• Be sure that "Dial Tone Detection" and "Phone Available Detection" are both turned off.
• Set the call waiting prefix to "*99" which tells Vonage that you will be placing a data call.
• Try a new/different dial-in number. Many VoIP users have reported that not all dial-in numbers work equally well with VoIP and an external modem. To change your dial-in number, first find the number in our FAQ, here. Then, change your dialing prefix from ",#319" (pause enter 319 on your remote) to ",#319,,XXXXX" and replace the "Xs" with the number that you found in our FAQ, as you would dial it on your phone.
• Try changing the dialing prefix to ",#396", which slows the modem down.
• Keep in mind that DIRECTV DVRs with TiVo need only dial in about once every month, so even if your calls fail sporadically, your TiVo will operate fine.
TiVo IS OVERHEATING Possible Causes:
• Bad fan
•Not enough air flow around unit
• Motherboard is problematic (temp sensor is damaged) (generally the unit shows the message immediately on startup if this is the case)
Suggested Solutions:
New case fan, or increasing airflow around the unit. Try putting something under all four corners (eg. a hockey puck or the equivalent). For motherboard issues, email us.
Possible Causes:
• Bad fan
•Not enough air flow around unit
• Motherboard is problematic (temp sensor is damaged) (generally the unit shows the message immediately on startup if this is the case)
Suggested Solutions:
New case fan, or increasing airflow around the unit. Try putting something under all four corners (eg. a hockey puck or the equivalent). If you have an HR10-250 HD TiVo, you might have a problem with the HDMI card, power supply or HDMI cable. If you are using the HDMI port, try removing that cable and using component cables instead. If that does not work, email us.
TiVo REBOOTS / RESTARTS FREQUENTLY Possible Causes:
• Bad hard drive.
• Bad power supply
• Bad power
• CableCARD issues (Series3 only)
Suggested Solutions:
If you have pixellation or other video/audio problem in between reboots, then consider a hard drive replacement kit.
If you have no other problems and your picture quality is otherwise fine, you might consider getting a UPS or a replacement TiVo power supply.
If you have a Series 3 TiVo that is rebooting or restarting constantly, then you should see the instructions here for resolving that problem.
Possible Causes:
• Bad hard drive.
• Bad power supply
• Bad power
Suggested Solutions:
If you have pixellation or other video/audio problem in between reboots, then consider a hard drive replacement kit.
If you have no other problems and your picture quality is otherwise fine, you might consider getting a UPS or a replacement TiVo power supply.
TiVo REMOTE STOPPED WORKING Possible Causes:
• Blog Post
• Burned resistor, usually during upgrade
•Dead remote
Suggested Solutions:
We can repair burned resistors on motherboards. Contact us for details.
We sell replacement TiVo Remotes for pretty much all TiVos.
Possible Causes:
• Blog Post
• Burned resistor, usually during upgrade
•Dead remote
Suggested Solutions:
We can repair burned resistors on motherboards. Contact us for details.
We sell replacement TiVo Remotes for pretty much all TiVos.
GENERAL NOTES: Opening your TiVo voids your warranty. You MUST pull the TiVo’s power cord before you open the unit. WeaKnees is not responsible for any damage that you do to your TiVo and is providing this information for informational purposes only.
* Philips HDR112, HDR212, HDR312, HDR31201, HDR31202, HDR21203, HDR31204, Sony SVR-2000 and in some cases, Series 2 TiVo models and the Series 3 model.
** Hughes GXCEBOT, Philips DSR6000, DSR6000r, SONY SAT T-60 and in some cases, Series 2 TiVo models.
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