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UPDATED NextBox Navigatr - December 2015/January 2016

RogersMargaret
Community Manager (Retired)
Community Manager (Retired)

Hi Community,

 

On December 15, 2015, I let everyone know that we had started to roll out the updated Navigatr guide.  Take a look here for that post. 

 

As we continue to roll out the update, customers will be notified ahead of time that they will be getting the new software.

 

If you have received the updated Navigatr software (i.e. since December 15, 2015) and would like to ask a question and/or share your findings/learnings, please do so in THIS THREAD.  

 

As always, the Community Guidelines and Terms of Use apply.

 

Thanks very much for keeping the community a pleasant place to be!

 

~RogersMargaret

 

2,250 REPLIES 2,250

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
That would be nice to try - but I don't even see a Settings menu, just a blank screen with "Rogers Navigatr Settings" at the top. Got my "upgrade" last week.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

User14
I'm a Trusted Contributor

 This problem was reported by someone earlier when I searched for "settings".   I think it was gdkitty, an uppaid resident expert, who said it was a glitch when I read the thread. Solutions to issues are difficult to find on this board. I have had lots of problems with this new navigatr application from runaway recordings to frozen screens. I found that unplugging the box and letting it reboot seemed to clear most hand-ups. Try that first to see if the settings options reappear.  

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

scuddycat
I Plan to Stick Around

@malcolmd wrote:

Apologies if this is addressed somewhere and I missed it ... my issue is: where is the "Settings" menu?  I can get to the Settings screen but all I see is a blank screen with "Rogers Navigatr Settings" at the top. There are a number of "features" that I would like to change the default for, if that is possible So far I am less than impressed - seems like several functions require substantially more key presses.


You have likely run into the same bug I have.  I got "upgraded" a week ago and still can't see any settings.  There has been a ticket open on the issue all that time.  Twice I've been told the problem has been fixed (via an automated recorded message) but it still hasn't.  I've been told there are only 2 "fixes".  Either get a new box or do a factory reset.  Both options will cause you to lose all of your recorded content.  If that isn't an issue for you, that's likely the only solution.  If it is, then you'll have to live with that problem along with all of the others that Navigatr has.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

scuddycat
I Plan to Stick Around

@trendsetter wrote:

With the previous menu system when I searched for a program, it would show me all of the upcoming dates and times so I could select which one I wanted. In Navigatr, it only displays the first showing of the program. Where is the capability to display all show dates and times for upcoming week? Without this capability it makes this system useless.


It's gone, like so many of the other useful features of the old system.  Sadly, the only options are to either get used to it or move to Bell.  Rogers isn't bothering to fix anything.  They've know about these issues for months since the summer release and addressed very little in this latest release.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

scuddycat
I Plan to Stick Around

@User14 wrote:

 This problem was reported by someone earlier when I searched for "settings".   I think it was gdkitty, an uppaid resident expert, who said it was a glitch when I read the thread. Solutions to issues are difficult to find on this board. I have had lots of problems with this new navigatr application from runaway recordings to frozen screens. I found that unplugging the box and letting it reboot seemed to clear most hand-ups. Try that first to see if the settings options reappear.  

 


My boxes have been rebooted several times and that hasn't fixed anything.  I still can't see my settings (blank page), so I can't do a factory reset...at least not that way.  There may also me a series of keypresses on the front of the box that will cause a factory reset.  Not sure.  BUT, if you do, you will LOSE all of your recordings.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

scuddycat
I Plan to Stick Around

@Customer01 wrote:

@RogersHassam wrote:

Hello Community, 

 

Please be assured that we read each and every post in the Forums. None of your feedback is being ignored and it gets passed along to the appropriate teams that track issues and work towards resolving any known problems that may exist for multiple users. I can understand the frustration with some of the issues users are experiencing appreciate your continued feedback and suggestions for improvement. 

 

Thank you, 

RogersHassam 


RogersHassam,

The problem is twofold:

1) The new software has some huge problems, is worse than the previous one, and should never have been released in that condition.

2) Nobody from Rogers senior management is being honest and acknowledging this, and offering a plan to resolve it.

 

I suggest:

1) A letter from senior management to customers, apologising, and putting forward a plan for resolution.

2) A survey to all customers to find out ALL the issues they are having.

3) Go back to the old software in the meantime.

 

Since, 6 months after the initial release, there has been so little progress, it would be a fair assumption that this could take a year to fix....if it is even going to be fixed.   I don't plan to stick around waiting that long, especially in the face of Rogers stonewalling of customers.

 

 


That solution makes so much sense and is the only thing that would keep me as a Rogers customer.  As a 30 year customer, this isn't the first time I've seen this behaviour from Rogers.   The only thing that's clear to me is that Rogers isn't owning up to this one.  The fact that they remain silent in spite of all of the issues and even pushed it out again recently (and continue to do so despite the strong opposition) tells me that Rogers doesn't care about our voices.  We are told they are listening, but their actions (or inactions) speak louder than those hollow words.  

 

If I don't hear anything along these lines from Rogers, Bell is going to get my business.  

Re: UPDATED NextBox Navigatr - December 2015/January 2016

scuddycat
I Plan to Stick Around

@BS wrote:

@park

 

You are right on that one - If we had an update from this cordination team on what they are doing, signed by the update team, it would go a long way.  I believe the moderator that they are listening and passing them to some group, they have assured us of this many times, but neither they or us have ever heard anything.

 

Even with the bug fix builds in November/December/January, the customer and support people were never given any information on what was dealt with, how it works, and what was not dealt with because it won't be, or what has been set aside.

 

In absence, I like Park are left wondering if there really is an active team up there somewhere who are actually doing anything with the information, or are they in a listening mode too?

 

I am not being cyncial here or trying to be a trouble maker, it is just that I have worked in this field for many a year, my daughter also works in it and has extremely high level experience and training in doing the system development and implementation and testing, and bug fixing, and documentation, and we in the field have seen this in our careers, and never in my experience have I ever experienced this level of silence and absence of communications of actions planned, or taken for that matter, except for me in one - the company was on its way to being merged with another company.

 

I think some of this is happening, not with Rogers, but with your suppliers.

 

So I empathize with the moderators and all staff at the bottom levels, but I don't accet the way senior management and executives have approached this whole mess.

 

As a paying customer, I expect a certain level of respect to get answers when I have concerns, and this has been very lacking from the senior levels.

 

I again say tonight, that I am hopeful that Rogers will learn from this one. Yes things can go wrong in technology as in any project of large scale, even getting my bathroom renovated), but communication to the customer is critical if you want to keep your loyal customers, get new customers, and not force people to leave.  There is only so much any person can put up with.

 

Bed time for me now - We could go at this non stop with no resolutions until someone from on high finally comes forward with feedback from what has been listened to.

 

Brce


Another well said post!

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
Yes - how do you do a factory reset without access to the settings menu? I tried a power off reboot but that didn't work.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

For the BLANK settings screen.

On other forums, i have heard that SOME have some luck, with hitting MENU, then Settings.  Takes you to the same settings screen, but for some it did cause it to populate.

It may not work for all, but worth a shot.

 

The Settings screen should say SETTINGS at the top, the down the left side, Appearance, Audio, etc.
The right side will not populate until you choose an option from the left.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
PVR is currently loading software update - let's hope that fixes it.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
No - update, which I followed with a power off reboot, didn't fix it.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
Just to be clear, both the Settings button and the Menu -> Settings sequence do get me to the Settings screen.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Customer01
I Plan to Stick Around

@malcolmd wrote:
No - update, which I followed with a power off reboot, didn't fix it.

They aren't fixing anything any time soon.  This is abundantly apparent.  

Re: UPDATED NextBox Navigatr - December 2015/January 2016

PoppaGray
I Plan to Stick Around

I forgot to include one of the biggest Issues!  The new Navigatr, Netflix-like interface dos NOT work on TV.  On Netflix, the MouseOver event provides all the info you need to determine whether you want to click on the icon or not.  This does not tranlate to TV.  PLEASE give us our informational list back with at least the date, channel, duration and brief description, instead of these "content-free" icons.  Thanks.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

malcolmd
I Plan to Stick Around
Yes, this is a big deficiency.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

Customer01
I Plan to Stick Around

Ok, I've had my say.  Time to move on.  

There are no solutions to the recording management and other issues that I have encountered, and obviously lots of other people too.

Rogers senior management is not acknowledging the fiasco.

I am disgusted that they released the software to my PVR knowing that it is problematic.  Total lack of responsibility and accountability.  This is the behaviour of a company that has become far too big and lacks competition.

If a car company released a new car that not only had none of the features that we have come to expect, like automatic windows and locks, but they came in the night and disabled all the existing automatic windows and locks....well, they wouldn't do that would they?  Because that would be crazy, and there are plenty of other cars with those features.

That is what Rogers has done.

So good luck to everyone, especially the poor Rogers "minions" who are bearing the brunt of this.

 

Update:  I just received a voicemail from Rogers, resulting from my feedback on this forum.  Apologies, of course, and an assurance that my concerns are being passed on to the proper department.  That's great, thank you, but I need more.  I need a timeline for fixing this software.  We all need a public and proper mea culpa from Rogers senior management.

 

The caller also mentioned that I could call tech support.  That was my first instinct, but both the phones and the chat support have been busy.  They did not even take a number for call back.  I would be happy to talk with a Rogers tech support at a time convenient to me. We could start up the Guide and go through all the features step by step, and we would find all the problems, and maybe some solutions.  Then they could write an instruction manual, saving everybody from having to communicate on inefficient forums to find out how to do things.  And of course, in an ideal world, they would set to work around the clock fixing the problems.

 

That, Rogers, is what companies do when they care about their customers.

Thank you to the caller from Rogers.  It's not your fault.

 

 

 

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

mpfc75
I Plan to Stick Around

@CanadianGirl1 wrote:

We have recently gotten the new guide.  Had to unplug one of our PVR's as it was being moved from one area to another.  Once plugged back in the live channels work fine, can record fine, and watch recorded shows fine.  However, when going to Rogers On Demand Channel 100 it says undefined in the bottom left hand corner and has the loading bar going through the bottom of the screen.  Tried rebooting, unplugging nothing works.  I really don't have time to be wasting on the phone with Rogers Tech as they won't do anything anyway. 

 

Has anyone else had this issue?


Yes, I have on two PVRs a couple of times. Once when a Rogers tech was onsite. He told me the box was defective and I should exchange it.  I declined because each time it has happened I just waited and it worked again after a while and it did again that time. So from my experience... just wait.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

mpfc75
I Plan to Stick Around

@trendsetter wrote:

With the previous menu system when I searched for a program, it would show me all of the upcoming dates and times so I could select which one I wanted. In Navigatr, it only displays the first showing of the program. Where is the capability to display all show dates and times for upcoming week? Without this capability it makes this system useless.


I have experienced the same results and I agree with your conclusion.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

mpfc75
I Plan to Stick Around

@Gdkitty wrote:

@User14 wrote:

 

 

For your problem, try pressing the SETTINGS button, then scroll down to I think it is TROUBLE SHOOTING.  In the DIAGNOSTICS  area I believe you can restore the factory setting or reboot the nextbox.  

WARNING:  I tried this once with a Seagate External Storage Device and I lost all my recorded programs, so you may want to wait for more advice before attempting this.  

 

I don't work for Rogers - I am just another frustrated customer.    

 

 


Yes, factory reset will WIPE all recordings.
(its like running a factory reset on a phone, etc.. it takes you to the state it was when you first started it up)

It can sometimes fix some configuration issues i have seen in the past though.


Yes, even if you unpluged the external drive you would lose the recordings on it. The internal drive contains an index to all of the records on the internal and external drive... once you reset the box the index is gone and so there's no way to play the recordings on the external drive.

Re: UPDATED NextBox Navigatr - December 2015/January 2016

robtoe
I'm a Reliable Contributor

@Customer01 wrote:

 

... 

 

I would be happy to talk with a Rogers tech support at a time convenient to me. We could start up the Guide and go through all the features step by step, and we would find all the problems, and maybe some solutions.  Then they could write an instruction manual, saving everybody from having to communicate on inefficient forums to find out how to do things.  And of course, in an ideal world, they would set to work around the clock fixing the problems.

 

...

 

 

 

 

 


My understanding from an earlier post in this thread (although it has become confusing as several threads have been merged), is that at least one person compiled a list of issues from an earlier rollout in the July/August timeframe.

 

Going from memory, some bugs had been addressed, however many of the isuses we are seeing now were actually reported back then as well.

 

While I have sympathy for a rarely-used feature that becomes glitched, or dropped, it is more difficult to ignore basic functionality that have been altered, or blocked.    These should be discoverable through user scenario testing, just like you suggested above.

 

@ Rogers - You are free to contact me as well if you should wish to compile additional user scenarios.

 

 

Re: UPDATED NextBox Navigatr - December 2015/January 2016

mpfc75
I Plan to Stick Around

@scuddycat wrote:
It's gone, like so many of the other useful features of the old system.  Sadly, the only options are to either get used to it or move to Bell.  Rogers isn't bothering to fix anything.  They've know about these issues for months since the summer release and addressed very little in this latest release.

In fairness to Rogers, the January 2016 update did fix many issues identified with the initial Navigatr rollout that started in July 2015. Those of you who just recently got Navigatr have no idea how much better it is now.

 

Having said that, the Navigatr PVR is still nowhere near as useful as the non-Navigatr version and I can't really think of one feature that is better than before (unless you like pretty pictures).

 

My biggest frustration is the lack of communication and transparency on the issues and what they are doing about them. Over the summer I asked Rogers multiple times what issues were they were working on for the next update and I was told the list wasn't available.  As I said, had they told us that "we have heard your complaints and there is an update coming in January that will resolved the following issues..." I would have been less frustrated with the original Navigatr knowing help was on the way. Then when I was notified that the January update was coming all the communication said was that they were adding images, had a new layout with better background contrast, and easier to read fonts.  Yes those were improvements, but it didn't note that they were also fixing some serious bugs and omissions that actually made it better.

 

Please Rogers, I'm happy you are listening to the complains in this forum but I for one would greatly appreciate you publicly identifying this issues you are actively working on for the next release.