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Issues with Nextbox 3

PeterT
I'm Here A Lot

For some time I've been having issues watching TV through a NextBox 3 (9865). These would include freezing of the TV for between 30 seconds and two minutes during which time the NextBox would not respond to any button presses; recorded shows not recording fully; the search function in the Guide "hanging"; and gigantic bands of white noise on the TV.

 

The final issue of white noise I got over by switching from HDMI to component connection to the TV.

 

I did have a support chat on the 26th of November where I was told to try a factory reset, and that signals were ok.

As of now, I can see the box is ON and the signals look good on the ch. 42. 

Followed by

As of now I am pushing a boost signal to the box which takes around 30 minutes to do its updates. After that wait for few hours and see if that fixes the issue. If it still doesn’t work then my advice is to replace the box.

 

 

Yesterday while attempting to view On Demand I was told that the catalogs were invalid so decided to try a reboot.

Since then the box does not boot; either staying for a long time with the boot message on the front display followed by eventually all the lights going out, or gets to the 04 stage on the boot at which point it hangs. Once it did fully complete the load only to reboot itself again while I was watching |TV.

 

This is akk made more complex by the fact that I'm currently in a cast and am not meant to walk, and my wifedoes not drive 😞

 

I'm in Scarborough

 

 

 

***Edited Labels***

16 REPLIES 16

Re: Issues with Nextbox 3

RogersZia
Moderator
Moderator

Hello @PeterT,

 

Welcome to the Community and thank you for your post.

 

I appreciate the details you've provided. What you're describing is definitely cumbersome, I know you've already spoken to tech support but I would recommend you to reach out to us via PM @CommunityHelps so we can take a deeper look into this for you. If required, we may be able to schedule a tech visit as well.

 

 For instructions on how to contact us via private message please click here.

 

 

 

 

RogersZia

Re: Issues with Nextbox 3

OK. PM sent which includes a transcript of the previous support call

Re: Issues with Nextbox 3

57
Resident Expert
Resident Expert

@PeterT : This is very likely a signal issue at your home or neighbourhood, especially after the symptoms you described, including ROD issues.  Here's a post on the topic:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...

 

Signal issues are the cause of the majority of problems reported on this forum (regarding TV, Internet).  I hope that the Community Helps people find your problem, which may require a visit to your home or neighbourhood.  I realize you stated that the signal was fine, but it may require a second look by someone more experienced.



Re: Issues with Nextbox 3

PeterT
I'm Here A Lot

I *think* it's now safe to assume the drive has died. Came home this evening after being with friends this afternoon to find the unit finally rebooted after sitting for a long time with a blank display following the boot display and I think the last status code of 02.

 

No sign of any recordings, plus when I try to schedule a recording the display reads hder

Re: Issues with Nextbox 3

57
Resident Expert
Resident Expert

@PeterT wrote: ...display reads hder

Just to be sure, check the signal again per my previous link.  Is the signal good?  Try various channels and different times of the day?  Try another reboot if the signal is good, or call Rogers if it's marginal.  Rogers can check the signal remotely at your location and in your neighbourhood.  If you still get HDer, then you're probably right and it is the iHDD that has failed.

 

The Internal Hard Disk Drive will usually give a bit of warning by making more noise, like a clicking sound when it's starting to fail.  Since you were getting the other issues, the signal may still be at fault since those other issues, like no ROD, not getting certain channels, etc, are signal related and a box, even without the iHDD would still work to tune channels or access On-Demand.  Good Luck



Re: Issues with Nextbox 3

PeterT
I'm Here A Lot
I would if i could. Looks as if it rebooted again overnight and is now back to being stuck at code 04.

Re: Issues with Nextbox 3

57
Resident Expert
Resident Expert

1. Can you still check the signal while it's "stuck"?  I can't remember if that's possible.

 

Signal Strength/Diagnostics:

Using the remote:
1) Press and hold the Exit key for two seconds until the power LED flashes on the front panel of the PVR
2) In quick succession, press the down arrow button twice, then press the 2 button. This will get you into the diagnostics section where you can browse all kinds of information:

Signal should be between -10 and +10 with optimum being around zero. S/N ratio should be above 35.

2. Since it seems reluctant to boot, I still suspect a signal issue. A bad drive wouldn't normally cause rebooting issues, you just wouldn't be able to record or watch recordings, etc.



Re: Issues with Nextbox 3

Archie_rob
I'm Here A Lot

Hi guys,

so my apartment  has a Nextbox 3.0 PVR in it (it is bought outright).  In the past few months it has been acting up feezing fo sometimes up to 90 seconds.  This happens on live tv.  As well some of the recordings either are very choppy or don't fully record.  There is also an external harddrive attached (everytime I turn on the box it asks me if I want to reformat the harddrive).  I'm guess this is a hard drive issue as I checked the signal strength and it looks good.  Is there anything I can do myself (already tried hard reboots), to try an stop the freezing problem?  This morning in the 15 minutes I watched sportsnet it froze 4 times (5 sec to 50 sec).  

 

Thanks for any help,

Rob

Re: Issues with Nextbox 3

57
Resident Expert
Resident Expert

@Archie_rob : Have you tried rebooting with the eHDD disconnected?  Have you tried operating the PVR with the eHDD disconnected, just as a test?  If you're sure the signal is fine, you should be able to isolate if the problem is the eHDD (try viewing programming from it when connected), or the iHDD (try viewing programming from it when the eHDD is disconnected.)

 

Once you know the drive with the problem, it should be easy to replace. The eHDD should be very easy and the iHDD can be replaced per the following thread instructions:

 

https://www.digitalhome.ca/forum/61-rogers-cable-tv-hd-pvr-discussion/211002-upgrade-replace-ihdd-98...

 

You say, however, that it happens on live TV. If that's the case, the HDDs are not even in play, so it must be signal.

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M42...



Re: Issues with Nextbox 3

Archie_rob
I'm Here A Lot

I tried disconnecting the external HDD and watching tv for a week and the same thing happened.  In fact it seemed to get worse.  I ran a signal diagnostic (as per a thread here) and the values it showed were well within the acceptable range.  I figured it might be an internal hard drive issue because of the fact that the PVR is "always recording" even on live tv so that you can rewind and stuff.  I guess I can try resetting to factory setting and the only downside would be the loss of all recorded programming?

 

Thanks for you reply

Rob

Re: Issues with Nextbox 3

57
Resident Expert
Resident Expert

@Archie_rob wrote:

I figured it might be an internal hard drive issue because of the fact that the PVR is "always recording" even on live tv so that you can rewind and stuff.


No.  Although the PVR is always recording, you don't actually see that recording unless you invoke "pause live TV".  If you're not watching the recording, the signal comes directly from the head end and doesn't go" via" the HDD.  You can see this by hitting pause live TV on a channel like CP24 and the recording will be a few seconds "behind" the live TV signal. You can also  then press the "Live TV" button and get back to live which will be a few seconds "ahead" of the recording.

 

The HDD is not "in play" on live programming.



Re: Issues with Nextbox 3

cocodelite2
I've Been Here Awhile

This is the same issue that I experience.

 

I contacted Rogers this morning and was told that my only option was to replace the box with a rental unit (I had no idea I was on a rent to own!).  My box reboots randomly; freezes on live tv; chunks of recordings are missing (even though there was nothing wrong with the live viewing); I get a lot of pixelation; and generally just not too happy with the current quality of anything through the box.

 

If it was just recordings that were affected, I would assume an issue with the HDD, however, with the pausing during live tv, I expect that it is a much bigger issue and Rogers won't address or admit it.  It make cutting the cable more an more appealing to me.

 

Re: Issues with Nextbox 3

Hello @cocodelite2,

 

Thank you for your post and welcome to the Rogers Community Forums! 😃

 

Trying to enjoy your cable service when you are facing all of these issues is no easy task! I know how annoying it is to have the box reboot itself and miss parts of your recordings or freeze up during a favourite program.

 

From the sounds of it, there could be a signal issue on your line or in the area but we'll need to run some additional tests and review the notes on file to see what has been done thus far to try to remedy this. Please send us a Private Message to @CommunityHelps so we can pull up your info and get started.

 

If you are not familiar with our Private Messaging system please check out our BLOG.

 

We look forward to hearing from you!

 

RogersTony

Re: Issues with Nextbox 3

cocodelite2
I've Been Here Awhile

My signal was tested last evening and was reported as 'perfect'.  Since it happens so randomly, and is gone before I can get someone on the phone, I don't know how you would continue to test.  There is no pixelation before the pause happens.  Pixelation happens randomly as well.

Re: Issues with Nextbox 3

bonnie26
I've Been Here Awhile

I own my nextbox 9865hd, but it no longer will record pause, rewind or fast forward live TV.

Does Rogers still offer those boxes for rent? As I own now, I cannot swap out for a new one.

Re: Issues with Nextbox 3

Hello, @bonnie26

 

Welcome to the Rogers Community Forums!

 

I use my PVR often so I can understand you need to get yours replaced if it is no longer working. Have you tried any troubleshooting steps as of yet? A reboot or a factory reset may help to remedy this issue. Please be advised that a factory reset will erase all of the recordings on the PVR and any custom settings.

 

If you have tried these steps and if it is still not working then we can certainly look into getting a rental box as a replacement for you. Please send us a private message @CommunityHelps so we can get started on this for you.

 

Not familiar with our private messaging system? No worries, click here.

 

RogersTony

 

 

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