cancel
Showing results for 
Search instead for 
Did you mean: 

HD PVR hard drive constantly spinning up

ericandsylvie
I Plan to Stick Around

First post at this forum.

 

My 8300HD (or rather, Roger's 8300HD) has recently started doing something it never did before.  The hard drive will start spinning up and shutting down every five or ten minutes.  This happens when the unit is not in use (no one watching tv).  If I sit in my living room I can hear the drive turning on and off constantly.  As I said, it never happened before, and nothing has changed (except the Roger's menus) with the setup.  So far it does not seem to be affecting its use - it is working fine - but the noise is getting irritating.  I have been given the 'ok' to switch the box at a roger's store, but I don't want to bother if it isn't going to fix the problem.  Does this issue sound familiar to anyone?  Is it a sign that the hard drive is going?

 

thanks for reading,

 

 

 

***Edited labels***

169 REPLIES 169

Re: HD PVR hard drive constantly spinning up

Lytefall
I Plan to Stick Around
Thanks for the info. I think it's time I called back. Tech support was supposed to call me back within 48hrs. It's been 5 days now and haven't heard a word.

Re: HD PVR hard drive constantly spinning up

pdqweb
I Plan to Stick Around

Here's summary of what I've learned from the forums about the HSUD (Hard drive Spinning Up and Down) problem that begin with the Sep/2012 firmware 1.93.14.1 update on SA8300HD PVRs.

 

I've called Rogers 4 times and had a tech out ("no idea"). I never received a "ticket" number but used the master ticket number on call #3 which resulted in more than "no idea, never heard of it". CSR told me Rogers is aware of the problem and "working on it". They can't revert to an older firmware on the 8300s but can on the newer models (don't know if it's true).

 

Other Forum Discussions:

 

1. New SARA Firmware 1.93.14.1 Discussions (SA8300HD) Summary in Post 1    Sep/2012
http://www.digitalhome.ca/forum/showthread.php?t=156392

2. SA Explorer 8300HD Repair? (HSUD)         Sep/2012
http://www.digitalhome.ca/forum/showthread.php?t=156740

3. I hear my cable 8300 HD turning on and off by itself during various
    parts of the day!                                   Feb/2012
http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/message...

4. HD PVR hard drive constantly spinning up    Apr/2010
http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/thread-...

5. PVR Drive Cycling                                       Sep/2012
http://www.dslreports.com/forum/r27522299-PVR-Drive-Cycling#27522815

 

Posted Ticket Numbers:

 

Master Ticket PT00063763 from topic 1449981 #239 by skottawa 27 Sep 2012

        Post  -  Ticket  -  Author   -   Date   -   Forum   -   Topic

post 239 C62153824 skottawa    21 Sep 2012  digitalhome 1449981
post 175 C62258443 LeadFoot    24 Sep 2012  digitalhome 1448948
post  74 C61914992 dlesage     16 Sep 2012  digitalhome 156392
post 116 C61801728 geode      19 Sep 2012  original incident # 156392
post 116 C62064926 geode      19 Sep 2012  updated incident # 156392
post 119 C61984371 3.14159R  19 Sep 2012   digitalhome 156392
post 128 C62141176 ANDYA    21 Sep 2012   digitalhome 156392
post 140 C62187902 Hooter    22 Sep 2012   digitalhome 156392
msg   C62187902      IHR        25 Sep 2012    communityforums.rogers
post 146 C62189200 nicolasmane    22 Sep 2012   digitalhome 156392
post 161 Ticket List Parhelion    23 Sep 2012    digitalhome 156392
msg  11  C62187902 IHR           27 Sep 2012   communityforums.rogers C61795473

19:57:41 C61914992 Hooter    27 Sep 2012  dslreports (PVR-Drive-Cycling) listed:
C61801728     "
C62064926     "
C61984371     "
C62141176     "
CRTC ref. no. 592676 (PVR problem) Pritcc 30 Sep 2012 communityforums.rogers


Possible Work Arounds might help:

 

1. Set a manual recording of channel 744 (uses less space) daily from 1am to 6am that automatically deletes itself after a day. This should prevent PVR from going into "screen saver" mode during the night (1:15am? and 5am?). 
http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/thread-...

2. A more technical solution is to disconnect the hard drive -- the unit then acts like a basic HD box. No recording/playback but you may save your drive from early failure.

 

3. A simple solution is to unplug the PVRs when not in use until this is resolved.

 

GETTING IT RESOLVED:

 

Everyone should call Rogers at 1-888-764-3771 and the CRTC to report the problems (use the Master Ticket number above).  Post to Twitter, Facebook, Youtube, blogs and websites. Write to your newspaper.  Investigate a class action.  Management will pay attention to a technical problem resulting from bad publicity.

Re: HD PVR hard drive constantly spinning up

Gdkitty
Resident Expert
Resident Expert

Any time you call in, ask (demand if you have to) for a ticket number.  One should always be available to you, whenever they put in a ticket for a problem.



Re: HD PVR hard drive constantly spinning up

FormerMember
I'm a Senior Advisor

Good post pdqweb. What is really sad is this post from yesterday. 

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/message...

 

To summarize, the poor guy was told by Rogers that he needed a new box. He complied, but of course this did not fix the issues. He called Rogers again and was told to buy a new PVR Extender. He did this with the same results. Next call, he was told to exchange the extender and once again the problems persisted. Next call, he was told that the problem must be a Seagate problem and to contact them. Then they told him he should switch to Nextbox. How can customers be treated this way? And still, not a single post on these forums from Rogers - at least none that I can see.

Re: HD PVR hard drive constantly spinning up

Eferrier
I Plan to Stick Around
It is sad that we are required to mount a campaign for Rogers to do something. And they wouldn't be doing it (if they ever did anything) to satisfy customers but to avoid bad publicity.

Re: HD PVR hard drive constantly spinning up

pdqweb
I Plan to Stick Around

IHR there was one post from RogersErin Feb/2011 but you are right, Rogers doesn't usually participate in the forums.  If I were in their management I'd make sure customers were informed about what was being done just for basic customer service.

Re: HD PVR hard drive constantly spinning up

Lytefall
I Plan to Stick Around
Sad fact of the matter is this:

Rogers doesn't care about their customers as long as they have their money. They are hands down the worst customer service I have ever encountered with anything. You can give them proof that this is a known issue and they will tell you your crazy. You can demand a fix and they will say try will get back to you. Then you get a automated call saying everything's resolved. Happy trails. Send us your money. This doesn't just happen with cable. It took me months and months to get them to admit a cellphone reception problem I was having was their fault. I received multiple robocalls telling me how everything was fixed and it never was.

I am confident that if I was laying dying in the street a Rogers rep would step over my body (while picking my pocket) on their way to the bank.

Re: HD PVR hard drive constantly spinning up

650twin
I've Been Around

I had the same issue with the 8300 and it seems that the problem went away and now is back again. About a year ago I called in the problem to Rogers and they did not have an answer other then replacing the PVR. I own mine and it is out of warranty.

 The iast time I used to unplug the coax cable and that would stop the disk spin up. I tried it yesterday and discovered that each time I disconnected the cable, the disk would spin up and stay spinning until I reconnected the cable. So I can effectively start the disk to spin up at will. So is it because of a momentary loss of cable signal that causes the disk to spin up?

 Reading all the previous posts has led me to a solution.  When my disk fails or my contact with Rogers ends, ...... Switch to Bell.

  That will get the attention of Rogers and there is nothing they can do about.

 In the meantime I will check all my connections and grounds to check it out further. **bleep** pvr has fired up at least 4 times while I typed this.

Re: HD PVR hard drive constantly spinning up

stevedaysleeper
I've Been Around

Let's face it..the only reason they are doing this is so everyone will have to go out and either rent or buy the nextbox..that can only be the explanation for all of this..luckily i just rent my pvr so I can exchange it..but I will lose all of my recorded stuff. Just my 2 cents anyway..

Re: HD PVR hard drive constantly spinning up

pdqweb
I Plan to Stick Around

I also noticed the drive spining up when I unplugged the cable but forgot until you mentioned it. Very odd symptom!

I'm going to test out leaving the PVR powered on, and set a music recording from 1am to 6am (saved 1 day) in case I forget to unplug it before I sleep.  Someone said the PVR automatically goes into a sleep mode ?? during this period resulting in HSUD and recording prevents that.

Re: HD PVR hard drive constantly spinning up

FormerMember
I'm a Senior Advisor

@pdqweb wrote:

IHR there was one post from RogersErin Feb/2011 but you are right, Rogers doesn't usually participate in the forums.  If I were in their management I'd make sure customers were informed about what was being done just for basic customer service.


I am not sure you can count that post pdqweb. It was made after the last firmware debacle which also caused issues. Not one Rogers rep has commented though on the September 2012 firmware update.

 

What I really find atrocious though is the reaction of the CSRs when you call in to complain. Either they are deliberately lying when they tell you that they have never heard of these issues and that you need a new PVR or blissfully ignorant. Either way it is inexcusable. At the very least they should be informed of the issues so that when customers do call, they do not waste the customers time by giving them faulty information. In some cases, customers have even spent money to change their equipment when of course it is not the equipment that is at fault but the Rogers firmware update which has caused the problems. Wonder if Rogers will give them a refund for these unnecessary expenditures?

Re: HD PVR hard drive constantly spinning up

Rogers_Chris
Social Media Specialist
Social Media Specialist

Hi all, thank you for bringing this to our attention. We apologize for any inconvenience this may have caused, and are actively working with our vendor on a solution. I'll provide updates on the issue as best I can to this discussion thread. 

 

@Rogers_Chris

Re: HD PVR hard drive constantly spinning up


@Rogers_Chris wrote:

Hi all, thank you for bringing this to our attention. We apologize for any inconvenience this may have caused, and are actively working with our vendor on a solution. I'll provide updates on the issue as best I can to this discussion thread. 

 


You reply on here is very much appreciated Chris. The one thing I would also ask is that all of your CSRs are made aware of these issues so that when customers call in, they are not told that it is their own equipment that is at fault and end up exchanging their perfectly good PVRs or even worse, purchasing a new PVR Extender.

Re: HD PVR hard drive constantly spinning up

Rogers_Chris
Social Media Specialist
Social Media Specialist

It's in the works!

@Rogers_Chris

Re: HD PVR hard drive constantly spinning up

TJB
I've Been Around

This is seriously unbelievable!  When will this be fixed???

Terrible service and it's like starting over every time I call!

Re: HD PVR hard drive constantly spinning up

Blahzay
I Plan to Stick Around

If it is anything like the issue 2 years ago, we'll be waiting months before anything gets fixed.

Re: HD PVR hard drive constantly spinning up

park
I'm an Advisor
Chris, between Cisco and Rogers there seems to problems with PVR software changes on both the 8300 and 8642.
Why not get a group of customers to test things out before general release.
I'm sure many of those that have posted would gladly volunteer.

Re: HD PVR hard drive constantly spinning up

FormerMember
I'm a Senior Advisor

@rogkrap wrote:
Chris, between Cisco and Rogers there seems to problems with PVR software changes on both the 8300 and 8642.
Why not get a group of customers to test things out before general release.
I'm sure many of those that have posted would gladly volunteer.

After the firmware updates from 2010 and now this latest update, I would never volunteer to be a tester. What I think would be a great idea though is that Rogers employees be required to test all new updates before they are released to an unsuspecting public!

Re: HD PVR hard drive constantly spinning up

park
I'm an Advisor
Neither Rogers or Cisco seem able to check things very well. The track record speaks for itself.
An independent, knowledgeable and more competent QA team is needed.
Don't care where they come from, but neither Rogers or Cisco qualify on any of these three criteria !


Re: HD PVR hard drive constantly spinning up

FormerMember
I'm a Senior Advisor

Point taken! Smiley Frustrated

Re: HD PVR hard drive constantly spinning up

tmunro
I've Been Around

I noticed the same problem about 3 weeks ago but I also use an extender (1tb seagate provided by Rogers). I hear this sound when the box is on or off. Also when playing back items they will freeze and then continue playing multiple times during a half hour show. These freezing points are always accompanied by the hard drive spinning up and down. The sound seems to be coming from the extender itself. I've only had the 8300HD since August 4th and the extender came 2 weeks later. Like I said issue has only been around since mid to late Sept.