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PVR Extenders/Expanders not working

turner
I've Been Here Awhile

Hi

 

 

I have a SA8300HD PVR (160GB)  and to expand capacity for recording (shows we used to tape in SD by default now record automatically in HD with Roger’s  latest firmware upgrade  ) shows  just bought a Western Digital 1 TB DVR Expander eSATA Edition (EHDD)  from Best Buy .  Link to the product is below and this is a  product specialized for this purpose (from probably the leading HD manufacturer in North America) and works according to their site works with the SA8300HD     http://www.wdc.com/en/products/products.aspx?id=360

 

My issue is that this product does not work properly with the Rogers system. Once set up and formatted it is recognized by the PVR and records fine as along as it is back to back shows (such as 5 shows in a row). The problem occurs when you break that block (don’t schedule the next recording for another hour or 2) and the ehdd goes to sleep because of inactivity and energy efficiency purposes. For that next scheduled recording the PVR  red record light shows it as working but the PVR  does not send a proper signal to wake up the EHDD to actually make the recording hence nothing is recorded.

I did some googling and found some extensive discussions in other forums (links below)  on EHDD issues with PVRs and it seems to all be linked to the latest firmware upgrade done by Rogers in Nov/Dec before I ever bought my EDDD. Many used their own home built EHDD systems using western digital drives  that worked before the firmware change by Rogers that don’t work now with the same symptoms I have described.

 

http://www.avsforum.com/avs-vb/showthread.php?p=19649627

 

http://www.digitalhome.ca/forum/showthread.php?t=23773&page=170

 

The discussions indicate people are not getting answers from the Rogers CSRs when they report these issues and one moderator  indicated Rogers may be working on a fix but no guarantee if an when it would be done.

 

Rogers is selling their own PVR extenders (I believe they are Seagate) but at $249 for 1TB compared to the $127 I paid at Best Buy for the WD 1 TB DVR Expander it seems excessively expensive and I fear they will have the sleep/awaken issue as well.

 

The problem seems to be with Roger’s latest firmware upgrade not undergoing prior testing for EHDD expanders/extenders  before it was issued.  If the  Western Digital  1 TB DVR Expander works can work with hundreds of thousands of SA8300HD PVRs with Time Warner cable in the US it should work with the same PVR product here

 

 

 Does anybody have any more recent news or solutions/fixes on this EHDD  issue?

 

Thanks

 

 

 

***Edited labels***

49 REPLIES 49

Re: PVR Extenders/Expanders not working

ejav4
I've Been Around

I have the same problem, with a Rogers PVR Extender; after the firmware upgrade I lost my recordings and the technical support took me step by step through the reset procedure and installing the extender, again.  It worked for the recording with tech support online, but there was no way to check whether that recording was to the hard drive on the pvr or the external drive.

Anyway, I have found that although it appeared to record over the past 3-1/2 weeks (red light and recordings in the memory index), we get the error when we try to play.  At the time of the tech support, I was told not to erase them because "they might come back"  meaning a fix was in the works?  Well, it's been over a month and I want my old firmware that works back.  She said that Rogers had no control over it, it was Cisco that did it remotely.  As far as I can tell, the external drive does not work with this firmware (note that here on the website they say the extender only works with the 8300HD model).  So, my pvr says 8300, but,

the firmware was changed.  So, Rogers, please restore it back to what I owned, please!  It was MINE!

Re: PVR Extenders/Expanders not working

Pauly
Resident Expert
Resident Expert
you can still record the shows in SD, just tune to the SD equivalent channel in the 100's other than that i dunno how to fix your external extender


Re: PVR Extenders/Expanders not working

Hooter
I'm a Reliable Contributor

turner -  We have the exact same model (purchased last August) and it has worked just fine since the update. I also hooked up one for my sister-in-law on Christmas Day and once again there are no issues. I wish I could offer you a solution, but I do know they will work. Unfortunately, since it is not a Rogers product, you are unlikely to get help from them. But as noted from another poster, even the Rogers expanders have had the same sort of issues since the firmware update.

Re: PVR Extenders/Expanders not working

cpcs07
I've Been Here Awhile

I have been using an extender for over 2 years with no problem until this firmware *upgrade* .  Below is the reponse that I received from Rogers tech support when I contacted them:

 

Below is for non Rogers equipment

 

"We do not support equipment that has not been certified by Rogers and or is not on the Rogers Network. Unless otherwise specified by us, customers are responsible for updating and maintaining their equipment and software as necessary to meet our network requirements. Rogers does not provide customer support for equipment that is not certified for our network and that is not sold in our Retail or Authorized dealer locations. Please contact your equipment manufacturer for additional support."

 

Was not an issue before but now it appears you are compelled to buy Rogers.  Nice.

PVR Extender recordings no longer accessible !!!

Albatros
I've Been Around

I have a similar problem. PVR Explorer 8300HD and PVR Extender bought from Rogers.

 

Recently, probably since the PVR latest upgrade (Cisco software), all my recordings that were residing on the PVR Extender are not accessible anymore, they are still on the List, but once I try to play them, I just get the "Playback Channel". Recordings resident on the PVR can be played back quite ok.

 

I've done various full reboots of PVR and Extender, but it hasn't fixed the problem. The only  things I noticed is that judging by the available space, it seems that the PVR is treating the Extender  as completly empty!!!

 

I know latest recordings are resident on the PVR Extender, since my PVR was full when I bought the Extender, so everything that has been recorded recently has gone on the Extender.

 

I haven't called support, which I will, but I don't have high hopes they will be able to help me.

 

By the way, new recordings on the PVR Extender seem to be working fine.

 

Is there any hope? any suggestions?

Re: PVR Extender recordings no longer accessible !!!

I have the identical setup and situation as the last user Albatros.

PVR 8300HD and PVR Extender all bought from Rogers.

Trying to play back any recordings from the Extender greets me with failure and the Playback Channel.

Rebooted both devices 3 times with no change in the situation. While it is certainly not the first time an PVR "upgrade/ update" created a problem, it is the first time rebooting cannot resolve the mess.

Not impressed Rogers especially in lieu of the costs involved for buying the Extender in the first place via extortionist pricing.

Here's to hoping you get your act together and try to serve your customers...

Re: PVR Extenders/Expanders not working

turner
I've Been Here Awhile

Update to my original post re  Western Digital 1 TB DVR Expander not working with the SA8300HD PVR.

 

I called Rogers and they indicated they had not heard of any similar problems re expanders/extenders not working. I asked specifically if their own brand of extenders (overpriced) they are marketing were experiencing any problems and they said no.

 

I phoned Western Digital and spoke to a level 2 tech there and hesaid he had not heard of similar problems about comparatbility wit the SA8300HD PVR.

 

I ended up returnming the DVR expander to Best Buy - it is possible I just bought a dud but if some of the people posting here are experiencing problems with the Rogers Brand extenders (seagate) then something must be wrong - its just frustrating that Rogers is not acknowleding there is a probem - it would be easier to accept if they just said they were working on a fix to the software but no mention of that

 

The only way it will get fixed is if all people experiencing problems start calling Rogers

 

 

Re: PVR Extenders/Expanders not working

I experienced the same problem with losing old programs recorded onto my extender, after their new CISCO firmware update in Nov/Dec.

 

I called into Rogers support and the CSR told me that they were aware of the problem and had other people calling in about it.  I didn't receive a callback on the ticket and had to follow up a couple of weeks later since it was still not resolved.  Got the same thing from the CSR.....they're aware of the problem and they're working on it.  No time for problem resolution.

 

This is totally unacceptable in my view.  The problem surfaced after they rolled out their new CISCO firmware update.  It's not rocket science to figure out that the firmware update caused the issues.

 

I'm at the point of cancelling my Rogers cable service and going with Bell if they do not get it rectified satisfactorily.

 

I had some programs recorded a couple of weeks ago and am unable to play it back now.  The customer service is terrible at Rogers and their firmware rollout was haphazard in my opinion.

 

I have been using an external PVR extender for over a year on the old firmware, and have not had any issues with it.  It worked quite well until the latest CISCO firmware rollout. 

 

My setup has a Vantec external SATA enclosure with a 1TB Seagate HD in it.

 

Rogers better step up with something better than their attempts at fluffing these problems off or they'll likely lose me as a client.  That's for cable and wireless!

 

Re: PVR Extenders/Expanders not working

Chris
I'm a Senior Advisor
I've read that some people have resolved this issue by doing a full power cycle two times in a row.

Unplug the PVR for say 30 seconds. Plug it back in and let it boot up usually a few minutes. Then unplugging it again for 30 seconds then plugging it in again and letting it boot up.

I don't know why 2 in a row but it has worked for some people.

Re: PVR Extenders/Expanders not working

CABACON
I'm Here A Lot

Chris, do you know if doing the hard reboot twice in a row will restore the old programs that were saved on the extender?

 

 

Re: PVR Extenders/Expanders not working

Chris
I'm a Senior Advisor
@CABACON thats what I had read elsewhere.

Re: PVR Extenders/Expanders not working

CABACON
I'm Here A Lot

@Chris, I will give it a try and advise on results.  If it does indeed work, I have to wonder why the Rogers CSR techs did not suggest such a simple solution.

 

Stay tuned.

Re: PVR Extenders/Expanders not working

Chris
I'm a Senior Advisor
@CABACON do you really have to wonder?? 😉

Re: PVR Extenders/Expanders not working

CABACON
I'm Here A Lot

Ok Chris, here is the update!

 

Yesterday, I followed the reboot sequence as suggested and it ain't pretty.

 

My PVR seemed to be rebooting in an endless loop.  I was thinking it might be doing that to defrag the drives and reindex so I left it after waiting over half and hour.  I left it to run overnight to see if it will get its brains back the next day.

 

Well, I went tonight to check on the unit and hoping to watch some TV.  Surprisingly, the unit had the time showing.

- Turned on the unit and it looked like it was functioning fine watching what was showing on different channels.

- Pressed the LIST button and it showed a list of programs that I had recorded.  Went to see the storage space used and it was now showing to total space available including the one on my PVR extender.  I thought this was good news since it never showed that after the firmware update.

- Tried to play a program that I had recorded previously on the PVR extender and it did not play, only showing the, all too familiar now, no program to play screen.

- Thinking that the PVR might have lost its connection to the extender, I thought a reboot might help.  I went through the ROGERS GUIDE to do a soft reboot and the PVR is now stuck again in an endless loop of reboots!!!!!!!!!!!!!!!!!!!!!!!!!

 

I thought maybe Rogers tech support might have done something to the reboot sequences so I gave a call into their support line.  The CSR told me to check the connections and do a hard reboot on the unit.  Did that and the PVR was still rebooting constantly.  The only recourse the CSR offered was to send a tech to swap out the unit or bring it into a store to exchange.  He said the unit probably has a failing hard drive and not functioning properly.

 

I asked if my previously recorded programs would be transferred over and he said they would not be able to transfer it to the new unit.  What a disappointing and frustrating experience.  I really wonder if they are swapping out the units to rid themselves of resolving the firmware update problems.

Re: PVR Extenders/Expanders not working

Chris
I'm a Senior Advisor
So when it goes into the constant reboot cycle what is happening? Are there numbers counting down on the the screen where the time would be displayed?

I've had this issue before where it keeps constantly going.. That's a dead harddrive.. The harddrive might still work enough to transfer over your recordings.

If you are looking to replace your internal harddrive yourself and clone over the old recordings then check out http://www.digitalhome.ca/forum/showthread.php?t=15719

Otherwise you'd probably need to exchange it sadly losing all your recordings.

Re: PVR Extenders/Expanders not working

RMEBROWN
I've Been Here Awhile
I have the same problem with a Rogers 1TB extender. I just called Rogers, they are aware of the problem is all that they would tell me and that there is no FIX yet.

Re: PVR Extender recordings no longer accessible !!!

RMEBROWN
I've Been Here Awhile
I have the exact same problem. PVR Explorer 8300HD and PVR Extender bought from Rogers.

Since the PVR latest upgrade (Cisco software), all my recordings that were residing on the PVR Extender are not accessible anymore, they are still on the List, but once I try to play them, I just get the "Playback Channel". Recordings resident on the PVR can be played back quite ok.

I've too have done various full reboots of PVR and Extender, but it hasn't fixed the problem.

I called Rogers and they are very much aware of the problem, but did not have a fix for it yet.

Has anyone tried Bell, perhaps it is time to switch???????

Re: PVR Extender recordings no longer accessible !!!

bsnmalh
I've Been Around

I have the same problem as others...    I have been using a WD500GB external SATA drive now for 3 years without issue -  NO longer functioning after Rogers/Cisco latest software update. Have lost all me wonderful programs for the family...  REALLY DISAPPOINTED !!   I replaced my WD drive, eSata cable and even the NexStar box - did NOT work!!  Same issue reappeared again...

 

I just spoke to Rogers CSR today - they are saying that a new  fix will be going in before end of February to resolve the problem and they also said that all programs on external are unfortunately lost...

 

Well done Rogers/Cisco - customer satisfaction is job 1!

Re: PVR Extenders/Expanders not working

Sprite
I've Been Around

I bought a WD DVR expander last week. I have the same problem as you have described. I have tried numerous scenarios to bypass the PVR sleep issue. Nothing works. I contacted Rogers on several occasions. I was told that they were working on the problem. They called to tell me it had been fixed. I tried it and of course it does not work. I called back and was told that Rogers does not support and will never support third party PVR extenders. They only support their own Rogers extender which has a Segate drive.

 

I have decided to cancel my Rogers cable TV and switch to Bell. Instead of spending $250 for the Rogers PVR. I will spend $200 for a BELL PVR with a 2 year contract and use my WD PVR expander with my Bell PVR.

Re: PVR Extenders/Expanders not working

pnieuw
I've Been Around

And I thought it was just me...

 

My PVR with Extender works for about 3 days, and then the pause, RW and FF functions stop working, and I cannot access programs from my saved list.  A hard boot resolves this, but that last for just a couple of days, and once again, my PVR fails me.

 

I have called Tech Support 5x, and now and working on the escalation process with Customer Service.  I just wrote the Office of the President. 

 

I bought this PVR and the Extender, spending over $500 a couple of years ago.  It worked just fine until the firmware "upgrade".  I also have just four months left on my one-year contract.  If this isn't fixed very, very soon, I'll be a Bell customer by summer.

 

If anyone at Rogers is reading this - do right by your customers and fix the mess you have creatred.  Rollback the firmware, or offer free exchanges of bad PVR's for new ones, with extenders that work.  Yes, I'll be upset about the programming I'm going to lose, but you might retain me as a customer....might being the operative word.

 

Keep pushing customer service on this issue.

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