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NAVIGATR UPDATE **WIPED MY DRIVE**

theClubHopper
I'm a Reliable Contributor

The new Navigatr PVR software rolled out this morning, in select areas (Newmarket, Oshawa, Ajax, Brampton, Mississauga and Milton). I live in Aurora, and I guess that lumps us in with Newmarket, because my 8642HD's update started around 3:10AM this morning, and completed about 40 minutes later.

 

I should be happy, right?

Nope! The update WIPED MY DRIVE. It now shows "0% full". And none of my Scheduled Recordings were carried over.

 

I rebooted.. because you never know, might just be a first-time startup glitch. Nope, they're gone.

 

In anticipation of the update happening this AM, shortly after midnight, while still on the old Guide software, I took a video with my phone of me scrolling through my Recordings, so I'd know what I was missing (so I could try to find as much of it as I could online, if the need arose). My 500GB drive was 84.8% full, with over 100 recordings. Now it's empty.

 

I was able to do an online chat with a Rogers tech (@4:45AM) to alert them to the issue, and to implore them to stop the rollout of the software immediately - for everyone's sake. Of course, my complaint was the first they'd heard of it. "The software was tested extensively..." I was told. They always say that though..

 

Screenshots:

Before the Navigatr update:

 

4 hrs later, after Navigatr was installed:

 

Don't know what will happen next, but I will be amazed if they can somehow recover my drive.

 

Post if the same happened to you.

 

260 REPLIES 260

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

lem1
I Plan to Stick Around

I, too, have the 8642hd (NB2). A 1TB PVR extender is attached. I also lost all recordings with the navigator update. Additionally:

  1. The time is no longer displayed while the unit is off
  2. PIN must be entered each time unit turned on (parental controls)
  3. Settings not available (just a gray screen)
  4. Showmi and ROD not working. Titles will display, but upon selection of a program, unit reponds that nothing is available

 

I just subscribed to Rogers last month. I chose the VIP Ultimate with TMN package along with rental of their nextbox. I have no idea why they sent me the nextbox 2 instead of the newest version. It is so slow, and now this mess.

 

From other posts, it appears that NB3 users aren't having the deleted recordings issues that NB2 users are. This suggests that Rogers did not test the new software on the NB2 before rolling it out. I'm trying to decide if that was incompetence or negligence on their part, or a bit of both. I have to wonder if Rogers will continue with the rollout given the issues. I also wonder if there will be any sort of public statement claiming responsibility along with a problem to fix what was broken.

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

JohhnyRockets
I'm a Trusted Contributor

I see the following announcement has been posted by Rogers. Not sure if this is reported elsewhere on these forums, but here it is. 

 

Earlier today we deployed a software upgrade for our NextBox cable boxes to some customers in Ontario. As a result of human error, some customers with older PVRs may not be able to see their recorded shows. Furthermore, in some cases customers may be prompted for a PIN to access their guide.

 

As soon as we discovered the problem, we immediately stopped rolling out the software. We sincerely apologize to our customers for this inconvenience.

 

If you are having a problem with your PIN, please go to your MyRogers account to reset it, or you can call the call centre and a rep would be happy to reset it for you.

 

If you are having problems seeing your recordings on your PVR, please call customer care to discuss your account at 1-888-Rogers1.

 

https://www.rogers.com/web/link/ptvBrowsePackagesFlowBegin?forwardTo=landing

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

SpeedyC
I'm a Reliable Contributor

I realize our 8642s (NB2s) are not the latest and greatest ... but I'm willing to bet they have a larger footprint than the NB3s.

 

Really Rogers ... you couldn't have tested this further?

 

Who do I call for compensation?

Re: NAVIGATR UPDATE **WIPED MY DRIVE**


@JohhnyRockets wrote:

I see the following announcement has been posted by Rogers. Not sure if this is reported elsewhere on these forums, but here it is. 

 

Earlier today we deployed a software upgrade for our NextBox cable boxes to some customers in Ontario. As a result of human error, some customers with older PVRs may not be able to see their recorded shows. Furthermore, in some cases customers may be prompted for a PIN to access their guide.

 

As soon as we discovered the problem, we immediately stopped rolling out the software. We sincerely apologize to our customers for this inconvenience.

 

If you are having a problem with your PIN, please go to your MyRogers account to reset it, or you can call the call centre and a rep would be happy to reset it for you.

 

If you are having problems seeing your recordings on your PVR, please call customer care to discuss your account at 1-888-Rogers1.

 

https://www.rogers.com/web/link/ptvBrowsePackagesFlowBegin?forwardTo=landing

 


Wow... that IS surprising.

They actually DID stop the roll out.

While of course this should never have happened in the first place.. at least they are taking the ownace on it and stoping the roll out for right now.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**


@SpeedyC wrote:

I realize our 8642s (NB2s) are not the latest and greatest ... but I'm willing to bet they have a larger footprint than the NB3s.

 

Really Rogers ... you couldn't have tested this further?

 

Who do I call for compensation?


 

 

Best is to call in, and try and escalate it there.  Thats about all you can do.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

Gdkitty
Resident Expert
Resident Expert

@lem1 wrote:

I, too, have the 8642hd (NB2). A 1TB PVR extender is attached. I also lost all recordings with the navigator update. Additionally:

  1. The time is no longer displayed while the unit is off
  2. PIN must be entered each time unit turned on (parental controls)
  3. Settings not available (just a gray screen)
  4. Showmi and ROD not working. Titles will display, but upon selection of a program, unit reponds that nothing is available

 

I just subscribed to Rogers last month. I chose the VIP Ultimate with TMN package along with rental of their nextbox. I have no idea why they sent me the nextbox 2 instead of the newest version. It is so slow, and now this mess.

 

From other posts, it appears that NB3 users aren't having the deleted recordings issues that NB2 users are. This suggests that Rogers did not test the new software on the NB2 before rolling it out. I'm trying to decide if that was incompetence or negligence on their part, or a bit of both. I have to wonder if Rogers will continue with the rollout given the issues. I also wonder if there will be any sort of public statement claiming responsibility along with a problem to fix what was broken.

 


@lem1

Looks like we got an answer on that.


I am guessing you are RENTING your boxes??

Truthfully at this point.. since all your recording are wiped..

Personally, i would go in and SWAP for a NB3 at this point.  More storage, and its faster overall than the NB2.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

Gdkitty
Resident Expert
Resident Expert

YEah.. its not quite that easy..

The box stores the stuff on the drive.. pretty much the same as a computer... there is a FAT table most likely which says what is there.

With this update, most likely that FAT table is gone.

Sure the data may be TECHNICALLY writen there.. but without that FAT knowing where... its useless.

Recovering? Would have to to pretty much have a back up of the FAT, etc..

And its not like you can just PUSH recordings to the box, etc.. its not like rogers has all the recording files for all shows and can push them out.  They are recored on spot by the PVR as they are aired.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

SpeedyC
I'm a Reliable Contributor

I just called Rogers and they said they will me a $25 on my next bill.

 

I only lost 1 hour.

 

I wonder if others who fared worst than I did can get more?

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

KenSmith26
I'm Here A Lot

Not sure if my 8642 box is wiped or not.  I can see all my old recordings but when I try to watch any of them all I get is a black screen although according to the on-screen display they are playing but the fast forward or reverse funtion is inoperable.  However, I can watch programs that were recorded yesterday after the NAVIGATR rollout and use the fast forward and reverse functions for those.  Very wierd!

 

Also the screen view of the recordings is by most recent.  There is an option to order them alphabetically but it does not work.

 

I called Rogers last night and waited almost an hour to speak to someone.  Made my feelings known. The rep. I spoke to acknowledged there had been problems with the rollout to 8642 boxes and said that my issue had been escalarted to the Tech. Dept. for a siolution.  However I am not holding my breath for a fix.  My guess is that we will all have to accept their apology for "the inconvenience" and just suck it up.

 

I agree with all the other posters.  This is a major screwup by Rogers.  Can you imagine the uproar if Apple or Microsoft rolled out a new operating system that did something similar!

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

OLDYELLR
I'm a Senior Advisor

Maybe the NB2 and NB3 have a different type of FAT or it's stored in a different place, and NAVIGATR just can't see it on the NB2.


Rogers PayGo. Location: S-W Ontario

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

SpeedyC,

 

May all depend on how much you lost, how many times you've called in previously to complain of NextBox related issues, and how persistent you are.  If you only lost an hour of recordings you;re lucky.  Some may have just returned from vacation and have lost 2 weeks or more. 

 

If anyone lost episodes of a program that you can't find in the regular OnDemand channels you may want to request free access for a while to Shomi if the programs you missed are available there.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

dawnfernandes
I've Been Here Awhile
Has anyone had any luck getting in touch with Rogers? I have been on hold with them for half an hour already. I think this problem is far worse than they anticipated when they directed us to call customer care if this happened to us! Now the least they should do is give us more internet bandwidth to watch online the shows we lost. Finally got through to customer care. The rep said this is the first she's heard if this. Well why the 30 minute wait on hold then? Fishy.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

molly222
I Plan to Stick Around

Yes, my drive was COMPLETELY WIPED CLEAN!   After waiting forever yesterday afternoon on hold with Rogers, I was told that a technical engineer would be looking into it and call me back.  Everyone in my neighbourhood so far that I have spoken to (over 20 people) have told me that their PVR's have been wiped clean as well.  None of us believe that Rogers is capable of getting the data back or that they will even bother to call us back.

 

It is completely unacceptable that a company as large as Rogers didn't test this first.  And if you did, you OBVIOUSLY did a REALLY bad job of it since this problem is WIDE SPREAD!  Maybe legally the PVR content is not ours...BUT IS THAT REALLY THE POINT?  I just got back from holidays a week ago and my PVR was about 40% full when it got wiped clean.  Most of these shows are not available "On demand".  My daughter is visiting from University and we had to rent a movie from the local store last night because all the shows that I had taped for her are gone!  To say that our household is EXTREMELY UPSET over this, is putting it mildly.  I would hope that Rogers would reach out to those of us affected and not only SINCERELY apologize, but compensate us in some way.  Some programs I taped are no longer on the air, i.e. the West Wing.  Other shows for my kids are on Space, which is not available on demand.

 

I wonder how much Rogers expects us all to put up with before we all cut the cord.  I bought my PVR outright for around $500...does that count for nothing?  Rogers can still electronically come into my home and rob me of the content and say "oops" it was just you.  Lying to me doesn't make it any better.  Telling me to wait for a phone call that will never come, doesn't make it any better.

 

The new guide is FULL of glitches and is a really BAD upgrade that certainly was not worth losing all my content over.

 

I think Rogers owes us all a SINCERE APOLOGY, some compensation, and some kind of guarantee that the people that made the decision to FORCE THIS UNTESTED UPGRADE onto thousands of it's customers with no regard for peoples hard drives...which many of us own, are no longer in a position to make this ENORMOUS ERROR EVER AGAIN!

 

EVERYONE IS SAYING THIS IS WHY WE SHOULD ALL CUT THE CORD WITH ROGERS...when I received the announcement in the mail about the update, I knew they would mess it up...as did everyone else I spoke with.  We were all dreading the day they did it, and sure enough Rogers lived up to our expectations and then some!  TO COMPLETLEY WIPE OUT PEOPLES HARD DRIVES IS SO INCREDIBLY WRONG IT'S INCOMPREHENCEABLE! 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

dawn,

 

If you ever get a rep who gives you an answer like that to a problem you KNOW many are experiencing, politely ask to be transferred to a supervisor.

 

It's was also rather annoying last night that when they are really busy with long wait times and you REALLY need their call centre automated option (press 1 to have someone call you back) that optionWASN'T there.

However, it is there now, so for anyone who doesn't want to wait on hold try that.

Note when they call you back you don't have a live person on the line, but you ARE next in line, so it may take a minute or two.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

Molly,

 

Well said !

 

Even Microsoft allows you to go into Settings are turn off Windows Updates, or schedule them to occurr when YOU want.  I would suggest the Rogers team seriously look at adding that capability to the RTN software. 

It is especially annoying to those of us who watch late night TV to get updates between 2-5am when we would prefer to chose some time when we aren't using the PVR for updates to occur.

 

Anyway, for your specific issues of losing programs like the West Wing, or others that are not available OnDemand, I would suggest you call in to Rogers and request a free subscription to Shomi for at least a year as partial compensation (in addition to some reasonable credit on your account).  When you call in, if the person you speak with won't do this or says they have no ability to offer adequate compensation, politely request to be transferred to a supervisor.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

lindonwalker55
I've Been Here Awhile

We have had the same problem as you. We were away 2.5 weeks in June and had recorded programs about 50% of our drive and were slowly working our way through them. Boom they are all gone! Most of our recordings are not available on-demand of PPV.

 

What kind of people are making these decisions to wipe the drives! Must be children running that place. How about 3 months free Cable service.

 

Don  & Linda

 

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

Don & Linda

 

Call in to Rogers and ask, that certainly sounds reasonable.

And ask for free access to Shomi for at least a year, you may find may of the programs you want to catch up on are available there.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

SpeedyC
I'm a Reliable Contributor

It took my Parents almost an hour to reach the proper Rogers rept.

 

They first wanted to offer them free movies.

 

How will that replace 6+ months of lost shows, off the expensive Fairchild Chinese channel?

 

Eventually they agreed to offer $40.

 

I wonder what Rogers meant by "Human Error" cased the problem in the rollout?

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

SpeedyC,

 

Well, probably means someone is going to be thrown under the bus, and they aren't going to use the "dog ate my update guide" excuse.  😉

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

erpexec
I've Been Here Awhile

My 8642 "seems" to have my shows but I will never know.  It shows them recorded but when I hit "play" I get a black screen, then I can't even "exit" I have to shut down the sstem and turn it back on again to watch live TV, basically now a cable box.  I complained on "chat" about this yesterday morning and was told even though they did extensive testing they had a bug and it would take a day (or two) to fix it.  Makes me yearn for the days of on air TV and a VCR when you merely put in the VCR code and it would tape at just the right time on just the right channel.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

Tmothy12
I'm a Regular

If you have an 8642 and you can get the Nextbox 3 without any hassle I highly recommend it as it works a lot better all around. 

 

Either way the Navigatr interface seems nice and easy enough to get used to... except for the new LIST. It's unorganised and cluttered in comparison to the old one. I didn't realise how good the old recordings list is until now. The whole interface also seems to block the screen more than the old one did.