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Nextbox problem

Domingo
I Plan to Stick Around

Just bought a 8642 nextbox pvr on the weekend at bestbuy. I'm about to return it as it keeps turning off and on and then I get a spinning snake thing on the box non stop. I then have to unplug and plug in until it boots sometimes its ok sometimes problem comes back sometimes the screen is double vision.

 

Anyone else have issues here? I couldn't find anything here but I did on various sites. I have an older 8642 pvr thats been mostly problem free for the past year.

 

272 REPLIES 272

Re: Nextbox problem

BS
I'm a Senior Advisor

I so wish that Rogers would just come out and say what they plan to do with these boxes and inventory issues while we wait for the "next generation of IPTV, or whatever".

 

Honesty would go a long way - tell us we are getting a poor quality box due to inventory, reduce our service cost until they can find one, or at least say that we are on hold for a replacement - why are we having to call every store to locate a box - I go to Canadian Tire and when they are out of stock, they bring up every local store and tell me how many are there, and then call to confirm so I don't make a wasted trip, as stock can be changing as we speak. The store sets it aside for me and I go get it.

 

Does Rogers have no system for inventory management?

 

I still go with they want to keep us in the dark - I spent some time reading in various blogs about the whole Gigabit modem issue that we know here, and Rogers has never acknowledged, but no shortage of discussion in depth of what is going on and the problems.

 

So we continue to have a "poor customer experience".  It is great that they usually do manage to fix it (if we don't leave first), but they seem to have a problem with the concept that the fastest way to improve customer relations and service is be honest with the customer, let us know the limitations (we may be willing to wait or live with it, if not, we choose something else, but at least we walk away knowing we received honesty).

 

Things are improving, but if you are going to dumping known poor product out on us in absence of inventory, then make an open statement on it on your web site - you know - the hidden statement - product may not be as displayed - or "due to limited inventory, customers may have to choose an alternative set top box as we work to locate an alternative".

 

I am not asking for much - just honesty - sure some of us will walk, but better having us walk, feeling like it was our choice because you can't deliver, than being handed a 6 year old, weather beaten box that we all know should not be running the current software builds at all.  

 

Just a small rant - keep pushing to get your boxes changed up if you don't get what you expected and weren't told.

 

Bruce

Re: Nextbox problem

Sailorman
I Plan to Stick Around

Not sure if this a Nextbox 3 PVR problem, Guide or PBS Series issue but we seem to have problems setting up a series recording on for some Series on PBS. Tried several times to set up a series recording for the Ken Burns Vietnam series and now for the series Finding Your Roots that’s on PBS Tues at 8pm. It accepts as a series recording without an error message but doesn’t mark on the guide as a scheduled recording or is reflected as a scheduled recording. For both series I’m able to schedule as a single recording successfully but not as a series. 

 

I’ve bumped into this twice on pbs now. Suggestions and comments much appreciated. 

Re: Nextbox problem

57
Resident Expert
Resident Expert

@Sailorman:

 

Out of curiosity, I went to tomorrow afternoon on Channel 532 and set a series recording for Vietnam War without problem on my 9865 - it was set to record 5 programmes (confirmed by red dots on the programmes in the IPG as well as in the "list" after pressing list twice). I used the All episodes, any timeslot, any day settings.  I then deleted the series.

 

I have, however, encountered the issue occasionally where the series would not "take" and had to set individual recordings....

 

http://communityforums.rogers.com/t5/TV/IPG-Inconsistencies/td-p/350863



Re: Nextbox problem

Sailorman
I Plan to Stick Around

@57 wrote:

@Sailorman:

 

Out of curiosity, I went to tomorrow afternoon on Channel 532 and set a series recording for Vietnam War without problem on my 9865 - it was set to record 5 programmes (confirmed by red dots on the programmes in the IPG as well as in the "list" after pressing list twice). I used the All episodes, any timeslot, any day settings.  I then deleted the series.

 

I have, however, encountered the issue occasionally where the series would not "take" and had to set individual recordings....

 

http://communityforums.rogers.com/t5/TV/IPG-Inconsistencies/td-p/350863

 

  


 Thanks. I played more with the settings and got it to work. Might have been the default settings I was using. Will be interesting to see what gets recorded. 

Re: Nextbox Problem

help4me
I Plan to Stick Around

Four weeks ago I purchased a new Nextbox 4K PVR (labelled CAV1045HD) from my local Rogers store. From time to time I run into a problem where when I power on the TV, and then power on the PVR, and I get no picture/sound and the PVR remote doesn't respond to any buttons that I push except for the power on/off buttons. After this happens I have to reset the PVR by powering it off/on. I called Rogers Support and they dispatched a technician to my house. The technician said that the signal was good but he suggested that I set the PVR TV mode from Default to 1080i or 1080p. I am running this PVR TV setting now but the problem still occurs occasionally.  Is this a known problem or is my new PVR box defective in some way?

 

Also, is the Nextbox 4K PVR known by another, specific brand name (e.g. Cisco, etc) that I could search on for problems?

 

Thank you in advance for your help!

Re: Nextbox Problem

Meowmix
I'm a Trusted Advisor
Hello @help4me

Technicolour purchased Cisco division of the cable boxes a couple years ago. So all cable boxes are labelled Technicolour now.

Do you have a 4K television? If you do, run the box on 4K instead. Gives you the channels that are in 4K at the moment and more.

If not then I would suggest leaving it as default or on 1080i.

Re: Nextbox Problem

help4me
I Plan to Stick Around

Thank you for the reply!

 

I do not have a 4K capable HDTV, it is a ten-year old Sony.

 

I do have the PVR setting on 1080p now but the problem that I mentioned still occurs from time to time. Is this "normal" for this PVR/TV combo?

 

Is there another way to reboot the PVR (perhaps through a button combo) instead of powering it off/on?

 

Thanks!

Re: Nextbox Problem

Meowmix
I'm a Trusted Advisor
Hello @help4me

You can try the hard reboot via unplugging the PVR from the power source which u have plugged it into too.

You can also go into Settings - Troubleshooting ( scroll all the way down the menu) - Reboot Set-top box or Restore Factory settings.

Pick one of those and u can do it. Picking factory settings will remove all your recorded movies /shows.

Re: Nextbox Problem

help4me
I Plan to Stick Around

Thank you for the reply.

 

In terms of your suggestions I can only reboot the PVR by powering it off/on.

 

Once the problem occurs pressing on the PVR's Remote Setting button does not bring up the settings' menus unfortunately.

 

Going back to my original question why is my PVR going non-responsive in the first place? I have the PVR set to TV mode 1080p (I also tried 1080i) and the problem still occurs. Does it matter what order I power up my TV and PVR? I currently power up the TV first followed by the PVR.

 

Thanks.

Re: Nextbox Problem

Meowmix
I'm a Trusted Advisor
Hello @help4me

You can reboot the box by unplugging it from the power cable from the back. Then wait 10 seconds and plug it back in and it will start rebooting. ( if by powering it on and off meaning by the power button on the remote u are talking about).

On the remote pre as settings ( menu) and it will bring up a menu. It will show Guide - My Recordings - Rogers on Demand - Apps and below u will see Search and Settings. Click on settings and follow my post above. That's how u get into the settings.

No order on powering up shouldn't matter. I use my Harmony Elite remote to power on my Sony 55X850XBR - Denon receive and then the 4K PVR. Works fine right off the bat.

Maybe it's a fault box or the settings isn't sitting properly.

Re: Nextbox Problem

help4me
I Plan to Stick Around

I called Rogers Technical Support this morning to explain my problem described above. Their answer was to perform a signal Zap test (whatever that is) and the rep suggested that I reboot the PVR once a week.

 

Does anyone else reboot their PVR's on a schedule basis?

 

What is a Zap test?

 

Thanks!

Re: Nextbox Problem

Meowmix
I'm a Trusted Advisor
Hello @help4me

Zapping the box is a way they do a reboot from their end and it installs any updates needed. So that's fine on their end.

Hmm never heard about that. I never have had to reboot my box other then once and that's it. Seems like those techs have no clue.

Have you asked to speak to a Level 2 tech support agent?

Re: Nextbox Problem

57
Resident Expert
Resident Expert

@help4me wrote:

 

Does anyone else reboot their PVR's on a schedule basis?

 


Years ago I, and many others, used to reboot about once a month. It's not really a bad idea since, like a computer, it's good to have fresh firmware once in a while.

 

Lately though, my 9865 has been very stable and I only reboot if I encounter an issue, or if it reboots by itself with a firmware update.

 

I have a few other comments. 

 

1. There have been several reports of issues (like improper handshakes) with older TVs and 4K STBs on this forum. Make sure your TV has the latest firmware.

 

2. I would suggest using 1080i as your output format. Most channels broadcast in that format and most TVs do a better job of conversion than a STB, although people have reported that the 4K boxes do a fair job of upconversion, but that was to 4K...

 

3. Make sure you have a good signal. You can check yourself or call to have Rogers check.

 

http://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M422...

 

 



Re: Nextbox Problem

BS
I'm a Senior Advisor

Nextbox Navigtr 3.0 PVR - suddenly stopping playback and going to resume unpredictability

 

Three times tonight, we were watching recorded shows, and suddenly out of the blue, it jumped to resume and stopped playing - we could restart with no problem, just weird.

 

Only change in room was we put a wifi extender in the room to cover deadspots, but that shouldn't have anything to do with it.

 

We were no where near any remotes or devices that could have sent it to resume, in fact, it bypassed the steps that would take you to resume, like the stop button.

 

Any one else see this - I will reboot later.

 

Bruce

Re: Nextbox Problem

57
Resident Expert
Resident Expert

Actually various devices (or combination of devices) can send out stray IR which can affect certain equipment - especially set top boxes. Check out the following thread on the topic:

 

http://www.digitalhome.ca/forum/14-hdtv-high-definition-television-including-lcd-plasma/64463-your-l...

 

If possible, try unplugging any suspect equipment to see if it still happens or watch for patterns which may lead you to the suspect equipment.

 

 



Re: Nextbox Problem

BS
I'm a Senior Advisor

Thanks @57  I will keep monitoring - hasn't repeated itself since yesterday.  If it reoccurs, I will move the extender and see what happens.

 

Ahh, electronics and the problem of conflicting wavelengths when we get into air waves.  No different in the old days of just wires though - wires can cross talk too.

 

 

Thanks, Bruce

Re: Nextbox Problem

mf152
I Plan to Stick Around

Nextbox 3 has started to experience: this service is not currently available, please try again later

 

I had a Rogers tech come in, check all my signals, even connect directly to the outside wire.  Signals were just fine he said.    He said it must be the box, so he swapped the box for a replacement.  Of course I lost all my recordings.  It seemed to fix the problem temporarily (as of this morning), but I checked again tonight and the problem has returned.  So the box swap was pointless.

 

This problem came about suddenly last Saturday and nothing has changed internally in my wiring.  And it only affects a subset of channels and all VOD channels.  What is causing this issue?   Rebooting does not help.

Re: Nextbox Problem

Gdkitty
Resident Expert
Resident Expert

Yeah, still sounds like a signal issue..

Each channel sits a a specific frequency (well a bunch on  each).
while the general signal strength may be ok, there may be an issue/interfearance which is effecting just a specific range or frequencies.
VOD not working, usually is a sign of bad signal as well.

My guess the tech just did a basic test and didnt want to do much more.

Really need to check the signal level, on the box, while on the channel which is having issues.

And probably worth them swapping some of the splitters, etc, as that can be a a major source of signal issues if they have gone bad, beyond a signal issue from the source.



Re: Nextbox Problem

57
Resident Expert
Resident Expert

@mf152 wrote:

Nextbox 3 has started to experience: this service is not currently available, please try again later


This is definitely a signal issue.  This indicates that the return signal from your box is not working properly and your SDV channels are not being requested from the head end.

 

Here's additional information on the signal topic (link below).  Lazy technicians who don't want to go to the trouble of properly diagnosing the problem, as stated by @Gdkitty.  VOD not working properly is also an indicator as he mentioned.

 

http://communityforums.rogers.com/t5/TV/Nextbox-3-0-PVR-Skips-Recorded-Playback-Only/m-p/387839#M422...



Re: Nextbox problem

ours updates around 3 am, is there anyway to change timing for that?

Re: Nextbox problem

57
Resident Expert
Resident Expert

No, however, if your unit is rebooting at that time, you can set a series recording, say of one of the Stingray channels for that time and the box won't reboot at that time.  This assumes you have a PVR.  The Stingray channels take up very little hard drive space and you can then delete them once a week or so.

 

This (rebooting) issue seems to affect some boxes but not others. Here's a link to tips, issues, etc:

 

http://www.digitalhome.ca/forum/61-rogers-cable-tv-hd-pvr-discussion/202473-cisco-9865-nb3-0-also-nb...