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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**

MMNZS
I've Been Here Awhile

8642HD wiped clean. Aurora, Ontario.

Had it with these issues. I had lots of shows recoreded to watch after our vacation. All gone.

I think this may be the last straw.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

@MMNZS wrote:

8642HD wiped clean. Aurora, Ontario.

Had it with these issues. I had lots of shows recoreded to watch after our vacation. All gone.

I think this may be the last straw.


Sounds like you're ready to drive down that Highway To Bell.

If they DARE go ahead and roll this garbage out to me (the schedule showed I was due to receive it early on Tuesday August 4) I'll be speeding down that highway too.  Bell Fibe has an amazing 3 year deal on in my area until August 11.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

jays77
I'm a Trusted Contributor
Sorry if this has already been addresses but I don't have the time to wade through the several threads and hundred plus post to look for the answer.
I seem to remember reading that the roll out to the 8642HD-PVR had been suspended until the issues were corrected. Is this still true or am I going to be in a bad mood this week dealing with all the problems mentioned.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

kso
I Plan to Stick Around
they say on the website they've stopped the roll out.
https://www.rogers.com/web/link/ptvBrowsePackagesFlowBegin?forwardTo=landing

i don't think we'll know for sure until people wake up on Tuesday that was the next start day.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

jays77
I'm a Trusted Contributor

Thank you.  I'll keep my fingers crossed that I can be my usual cheery self for a while longer.  Smiley Wink

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

park
I'm an Advisor

But nothing about unrolling it for those NB2 and NB3s  infected witth the new Navigarberator  virus.

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

ipalrosic
I Plan to Stick Around

As the infection is now nearly a week old and there is no treatment in sight from Rogers, perhaps the only medication available may turn out to be Fibe.

Although, I have to say, my personal experiences with the other corporate giant in this space were actually much worse.

It increasingly looks like streaming/Independent will be a way to go on the long run

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

Mississauga_Mav
I've Been Here Awhile

I have (2) 8642-HD3 units.

 

In addition to NAVIGATR wiping both drives, I have also experienced the following:

 

1. After using the SEARCH feature I got a grey screen and couldn't get back to any channel. None of the buttons worked and I had to turn the 8642 off and then back on again to get rid of the grey screen. I just tried again and Search worked properly but very slowly. 

2. I chose "Record the Series" to record "Beatles Anthology". Although there was an indicator that the first program in the series would be recorded, it failed to record. Furthermore, I don't see any future recordings that have been setup in "Manage Recording". I also can't see if any future recordings have been set up for Beatles Antholgy. I just set up a new series to record for LOCOMOTION and got a message that it had been setup successfully. We'll see tomorrow (Aug 4) if it works or not.

3. I selected the "More Like This" suggestion. The 8642-HD3 promply rebooted. Well I don't want any "More Like This". Today "More Like This" worked, although too slowly for my taste.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

robinwood
I Plan to Stick Around

this will soon more trouble than it is worth - netflix has lots of stuff now ,and frankly i am getting to old to spend hours and hours trying resolve problems for the mega corp - I waant my stuff back - 

if 8642 has been diabled by software update that has nothing to do with hardware warranty issues, 

which is sort of joke anyway since the box only works with rogers in the first place - 

they should replace all 8642 with nb 3 no charge if they want to watch their programming , anyway there are only 

168 hours in the week so how much can anyone watch 

 

wrc

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

theClubHopper
I'm a Reliable Contributor

OLDYELLR wrote:

It's really sad that each customer has to haggle individually with Rogers reps for compensation. Think of the time wasted with people waiting on hold when reps could be solving real problems. It's like dealing with car salesmen. Some people will get sweet deals while others nothing if they're not agressive enough.

 

I agree completely.

 

Anyone else notice that the details of compensation that one member posted the other day he'd accepted has been removed from this thread, while other similar posts by others, who settled for far less, still stand intact?

 

If the game Rogers wants us to play is "every man for himself", then surely its inevitible that some us who fight harder are going to get more than others, and that we customers are to accept that? Selectively removing the results of the game is NOT fair play, Rogers. But then playing fair clearly isn't your forté, is it?

 

In any case, I finally spoke with a manager on Friday afternoon as a result of my request for escalation via the Contact Us form on Tuesday (about Navigatr deficiencies).  The bulk of our 20-minute+ conversation led infuriatingly nowhere - as he had nothing new to add as he was actually web-based C/S and not from the Navigatr/TV team and nor was he from the Office of the President (which is what another C/S employee looking at my file on Wednesday had told me). So he was powerless to do anything other than "pass it on" which is what my letter demanded in the first place. Near the end of the conversation, I broached the subject of the compensation that was offered, unsolicited, and that was meagre if not insulting - and that I had refused to accept.

 

When I told him what I would instead accept, which happened to be the same as what was accepted by the aforementioned poster (though not beause of it), he told me that's "not possible" (bad choice of words). When I said I was aware that it was, as I'd seen another customer online state he'd agreed to it, he flat out said: "that person was LYING".

 

I pushed some more, with explanation, and he conceded by offering something that was slightly more than his original offer but still miles from what I was asking. I argued my case some more and eventually got him to up his offer -- not even halfway close to what we were originally discussing but -- what I feel is the absolute minimum Rogers SHOULD have offered ALL affected customers, right from the beginning.

 

If that had been offered instead, those customer who accepted the 6x ROD and $15 bill(or slightly more) credit would have been SUPER PLEASED with Rogers rather than grumblingly "agreeable", and those of us who were insulted by the offer made would have -almost certainly, I think- have also been PLEASED that Rogers was doing the right to MAKE AMMENDS for what has happened.

 

Because after all, if your PVR was wiped out, how the heck does 6x ROD movies and $15 bill credit even begin to make up for your loss?  And if the worst that happened was your PVR functionality is crippled now vs what it was prior to Navigatr, shouldn't it be $15 bill credit EVERY MONTH until they fix it?

 

The point is: Rogers needs a fire lit under their (well, under them) and having to hand out a few hundred or few thousand token gesture offerings isn't going to change a thing! If this was an expensive screw up, you can be sure things would change to make sure this doesn't ever happen again.

 

In any case, I did NOT agree to accept the improved compensation package at that time - as the Account is not actually under my name and that person was out of the country this week (and let me tell you not at all happy when she came home!) and we need some time to explore our options about where we go from here.. no point in accepting something that we're possibly not even going to use.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

jays77
I'm a Trusted Contributor
We only hear from people who have had problems with the NAVIGATR roll out. I wonder if there are those who have not experienced any problems with either the NextBox 2 or 3.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

park
I'm an Advisor

Sounds like you live in an area yet to be infected, or a shill !

Keep smiling !

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

@jays77 wrote:
We only hear from people who have had problems with the NAVIGATR roll out. I wonder if there are those who have not experienced any problems with either the NextBox 2 or 3.

See message 148 in New Nexbox Navigator thread on page 15:

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/PVR_settop_boxes_remotes/page/15...

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

Smedley
I'm Here A Lot
Anyone having an issue with Nextbox 3 being stuck with message DNLD. Was stuck at that on Friday night. Was away over weekend and message is still there today (Monday ). Tried rebooting several times and nothing

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

rsobf
I'm Here A Lot

While talking with nephew's wife she mentioned she had lost recorded programs on Nextbox 2 after update. Her immediate response was to unplug the unit, wait 10sec's then fire it up. I was surprised to hear this recovered the lost programs.


I purchased a NB2 when Rogers changed the channel scheme which made it impracticle to record using a VCR. Unfortunately, they did this before the NB3 was released. I fell on this while researching something unrelated an as soon as I saw 8 tuners, decided I would purchase one of these. I gave the NB2 to my brother in-law, because he such a nice guy. Will ask him to do the suggestion above and see if it works for him also.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

@rsobf wrote:

While talking with nephew's wife she mentioned she had lost recorded programs on Nextbox 2 after update. Her immediate response was to unplug the unit, wait 10sec's then fire it up. I was surprised to hear this recovered the lost programs.


I purchased a NB2 when Rogers changed the channel scheme which made it impracticle to record using a VCR. Unfortunately, they did this before the NB3 was released. I fell on this while researching something unrelated an as soon as I saw 8 tuners, decided I would purchase one of these. I gave the NB2 to my brother in-law, because he such a nice guy. Will ask him to do the suggestion above and see if it works for him also.


 

It sounds plausible.  A month or two ago I had to do one of my frequent manual reboots of my 9865 & 8642 (& 4642) to keep the Whole Home PVR listing in sync (a REAL pain with WHPVR is I usually view & delete from my 9865, which often leaves recordings from the 8642 in the My Recordings list even though they have been deleted).  After the 8642 rebooted it came back up with NO recorded programs on it.  I immediately unplugged it and rebooted, and they were back. 

 

The only catch I can see for anyone else who tries this now, a week after the contagion was released, is they have probably manually repopulated their scheduled programs and recorded something since the "update".  That has most likely overwritten files for older programs by now, making them unrecoverable.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

VBDubGirl
I Plan to Stick Around

Hi people,

 

   FYI- Just wanted to let people know the latest I've heard. The Rogers Help twitter account just said that

"There should be another update being pushed out by the 11th. Which should hopefully fix the issues."

 

It'll be interesting to see if that actually does anything, AND if they let their customers know its' coming, rather than all of us having to figure stuff out on our own and search for answers.

 

I'm still switching to Bell, but hopefully this will potentially fix other people's problems!

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

theClubHopper
I'm a Reliable Contributor

Check this out:

- last Tuesday: Within an hour of Navigatr launching, I notify Rogers Tech Support via Chat that the update wiped my box

- Wednesday: C/S phones to confirm recordings are unrecoverable and to offer me token gesture of compensation

- Thursday: Automated Tech Support call saying "Rogers is aware of the issue and working towards a 'resolution'"

- Monday: Automated Tech Support call saying to call them back in regards to Tuesday's "ticket"

- Tuesday(today): I call them back and ask what new information they had for me. Answer: "to confirm your recordings are unrecoverable". Um, I've known that for 6 days already. Nothing else? Nope, "a goof", he admits. "I'll close the ticket so the automated system doesn't call you again". Ok, thanks. That was 8 minutes of his time and my time completely and utterly wasted!

- Tuesday(45 mins later): Automated Tech Support call: "The issue you reported on {date} with your {Rogers Cable Television} APPEARS TO BE RESOLVED."

 

I checked the box, no it's not - and it never will be.

 

The above sequence of time wasting, unnecessary confusion and sending of mixed messages just typifies Rogers.
 Unfortunately, Bell is actually *worse*.

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

OLDYELLR
I'm a Senior Advisor

It appears RESOLVED in their automated system because the ticket was cancelled because you accepted the explanation that it was a goof ("human error" in Rogers own words).  "RESOLVED" is catch-all term. I still have a ticket open on something that happened months ago and keep getting "An Important Message from Rogers" because they didn't investigate it. Since there is no quick email contact available anymore, I'm not going to sit on the phone for half an hour to cancel it.


Rogers PayGo. Location: S-W Ontario

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

neilpalmer400
I'm a Trusted Contributor

@theClubHopper wrote:

 

The above sequence of time wasting, unnecessary confusion and sending of mixed messages just typifies Rogers.
 Unfortunately, Bell is actually *worse*.


 

I've dealt with both.  I think I'd say they are equal.  Equally bad that is.

At least Bell isn't trying to force feed a completely untested utter piece of garbage down the lines to our PVR's, which I suspect is what Rogers will continue to do as soon as they resolve the wiping of 8642's, parental lock and missing Settings issues.  They won't care that no one wants the ugly, useless, LESS FEATURES, MORE BUTTON PRESSING, hard to read for anyone over 40 and anyone with less than a 58" HDMI connected TV,  piece of rotting garbage in their homes. 

 

Their attitude seems to be Daddy knows best.  Just shut up, roll over and take it.

Well if they push Navigatr out to my PVR's I will roll over.  Roll over to Bell Fibe that is, along with all our other Rogers services.  And I will actively work to convince all friends, neighbours, relatives and business acquaintances to do the same.

 

Re: NAVIGATR UPDATE **WIPED MY DRIVE**

theClubHopper
I'm a Reliable Contributor

@OLDYELLR wrote:

It appears RESOLVED in their automated system because the ticket was cancelled because you accepted the explanation that it was a goof ("human error" in Rogers own words).  "RESOLVED" is catch-all term.


 

Oh, I know that. I was just pointing it out as just another obvious and easily fixable "bug" in the Rogers system that wastes resources and creates unnecessary confusion and duplication.

 

if (confirm('Ticket was marked as "RESOLVED"..\nSend Automated Customer Notification? (default: "OK")')) {
    // "OK"
    TriggerAutomatedCustomerNotification
} else {
    // Do something else

}