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my guide & manage my pvr missing

untouchable855
I Plan to Stick Around

Where is My Guide on new site.  I need this  I use it to set my pvr. im disabled and cant use remote

 

 

***Edited Labels***

486 REPLIES 486

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@RichardF:

 

For most people (like me) the updates occur when the PVR is off, usually around 2AM. 

 

For some people, the updates occur around 2AM, even if the PVR is on and you're watching.  If you're up around the time of the update, the workaround to avoid the update at that time is to set a daily recording (say of one of the Stingray music channels since it takes little space on the hard drive). If the unit is recording, the update usually waits until the recording is over.



Re: my guide & manage my pvr missing

RichardF
I Plan to Stick Around

Hmmm.   I'm pretty sure there have been many exceptions to what you say in the past.  But you may be right currently, though I don't think so.   I'm fairly sure that the last reboot which was around 8 pm one night last week we would have been recording at the same time.   I'll start a little log of future  occurrences so as to be sure.

thanks for informed comments, it's great to actually get a response!

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@RichardF:

 

It's certainly possible that you had a reboot at 8PM (for whatever reason).  The regular IPG updates occur at 2AM though.  We're a bit off-topic for this thread though.  I believe the reboot issue is discussed by some people in the Navigatr threads.



Re: my guide & manage my pvr missing

RichardF
I Plan to Stick Around

Thanks.   I'll dial out from this thread, and check on Navigtr.

Also may look for / start a thread on the UI design of both the iPad and web Apps.   Its quite frustrating that neither is perfect each having features the other lacks!

Thanks for all the help.

Now we return you to regularly scheduled programming 🙂

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@RichardF:

 

Check out the following thread I started on IPG inconsistencies:

 

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

 

I did get a response (explanation) from Rogers regarding some of the issues in the following post:

 

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



Re: my guide & manage my pvr missing

lillypad_33
I've Been Here Awhile

THank you for the reply.

I am able to watch On Demand from this box.

From within any place TV, it says STB not available.

 

Is there any way to see the signal strength on this box?  I guess I'll bite the bullet and phone Rogers eventualy....was hoping to avoid this.

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@lillypad_33

 

For 9865 (NextBox 3.0) & 8642 (NB2.0) & 4642 with latest firmware using the remote:
1) Press and hold the Exit key for two seconds until the power LED flashes on the front panel of the PVR
2) In quick succession, press the down arrow button twice, then press the 2 button. This will get you into the diagnostics section where you can browse all kinds of information.

 

The signal strength  should be between -10 and +10, with zero being about optimum.   The S/N ratio is good if it’s at about 35 dB or higher, although a good HD signal can be received with slightly lower numbers. If your S/N is around 30-32 (or less) though, that could be a source of problems.  Press Exit to Exit.



Re: my guide & manage my pvr missing

JDLEGEND
I'm Here A Lot

Today I can't MANAGE PVR from the ROGERSONDEMAND website and on the ROGERS ANYPLACE TV HOME EDITION MOBILE APP. When I login the MANAGE PVR disappears. If I logout it comes back but when I try login in by clicking MANAGE PVR it says their having technical difficulties and on the HOME EDITION APP it says my username or password is incorrect.

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@JDLEGEND:

 

Yeah, there seems to be an issue with AnyPlace on the web.  Give it a few hours. With it being the weekend, it may take until Monday to fix - depends.

 

I tried RAPTV on my iPad and it's working fine for me.



Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@JDLEGEND

 

I tried today and AnyPlace on the Web is still not working.

 

Edit - I just tried AnyPlace on the web again and it is working at 12:15 EST. I guess Rogers might be reading these comments...?

 

I then tried RAPTV on my iPad - at first it wasn't connecting, but it is working on my second attempt a few minutes later.  Here are some tips I developed, but they don't work if it's "down".

 

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

 

 



Re: my guide & manage my pvr missing

JDLEGEND
I'm Here A Lot

Yeah I had made a ticket yesterday about this and I was reading in here about  being logged into more than one rogers portal so I made sure I was logged out of the community forum and rogers.com but normally I got to rogers.com and sign out but tis time I clicked my user icon and signed out from here and long and behold I was able to get back in then I told the tech to put a post in the forum and she said she would forward the info to the tech specialists maybe they did a wide spread of signing ppl out cause when I had this prob originally I was logged out of the anyplace tv app and website I never log out of either of them so who knows my time stamp of  rogers messenger was at 12:20 when I told them.

Re: my guide & manage my pvr missing

lillypad_33
I've Been Here Awhile

THank you for the instructions.

I noticed that the SNR #'s looking ok.

 

I did another test of the on demand and was not able to connect.

I'll try moving the PVR downstairs again, and then see if I'm able to connect through anyplace TV.  If not, then I'll phone for support.

Re: my guide & manage my pvr missing

Mark2000
I'm Here A Lot

I'm reaching out to the community in hopes of fixing this problem. I am having Error 921 since beginning of May. I have tried, iphone, ipad, PC, and none will recognize my PVR any more. Iphone app gives "GENERAL_FAILURE" message, PC says "STB Not Available / Error 921". My guide works, but I can't view my recorded list or set new recordings remotely. No PVR appears on my account.

 

Even more frustrating is that I have filed 6 tickets now, two that have gone to Tier 2 and Rogers keeps sending me an auto-email back saying the issue is solved, but then when I check, it is not. Which makes me have to call back, go thru the SAME troubleshooting steps, over and over, get a new ticket number, and so on. This has been going on for 2-3 weeks now. In my latest call, I changed my password temporarily and the agent was even able to login and replicate the issue.

 

I have an 8300HD which otherwise works flawlessly. I am hoping someone else from the community has experienced this issue and been able to fix it themselves, Rogers has just been unable to solve this for me and no technician has been sent out to test out signal, or to try installing another box to determine if the problem is with my existing box or something else on Rogers' end.

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@Mark2000:

 

This sort of issue is often related to an issue with your signal, either at your home or in your neighbourhood - specifically the return signal to the Rogers Head End.

 

When you call Rogers have them check the signal at your 8300HD and in your neighbourhood.  They should be able to do this remotely. If they cannot "see" your 8300HD or check your specific signal - there's your likely answer to the problem.

 

Can you access ROD or the SDV channels (the less used channels in your neighbourhood)?  If you cannot, again this indicates an issue with the return signal from your 8300HD.

 

If all of the above is working properly, then you may require a tech visit. When he's there, make sure he checks/tests everything to your satisfaction.



Re: my guide & manage my pvr missing

Mark2000
I'm Here A Lot
Ya, sadly communication with my box has no issues. I wish the solution was that easy 57 😞 Whenever I call in they say they are able to see and connec to my box. I have no issues with ROD either. I have even taken all splitters off my line and disconnected my non-PVR box. No dice 😞 Do you recommend anything I have to say to Rogers to get them to send a tech out?

Thanks for your ideas.

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@Mark2000 wrote:
 Do you recommend anything I have to say to Rogers to get them to send a tech out?

All you need to do is ask.  However, if they find that the issue is with your 8300HD they may charge for the call.  The 8300HDs are quite old now, so it could be a problem with it (internally?).  You say it's working fine otherwise though, so I'm at a bit of a loss.  Ask them for a "rehit" or "reauthorization"?  I assume you've recently tried a reboot by unplugging it for a few seconds.

 

RAPTV/AnyPlace is obviously working since you can see the guide in it, with only the connection to your 8300HD amiss.



Re: my guide & manage my pvr missing

Mark2000
I'm Here A Lot
Finally had a technician out to inspect, however he found no issues with the 8300 or the cable signal. So the case remained open.

Hopelessly, with silent frustration, a sense of resignation, and without any true prospect in sight of getting this fixed, I languished. For the next two weeks I did nothing.

Finally, I made the time to rent a new Nextbox in hopes that I could test to see if it worked with Rogers Home Edition. Lo, after 24 hours being activated, the Nextbox showed up on my list of PVRs in the app. However, the 8300 still showed, but was listed as "Unavailable".

Finally concluding that the problem must, indeed be with the 8300, I returned the Nextbox rental and simply accepted that my 8300 was getting old and if I wanted to use it, I'd have to just accept that Anyplace TV Home Edition wasn't going to be a part of that anymore.

As soon as I returned the Nextbox, I checked the app once more to see what PVRs were showing up. After all, other than seeing the guide, what use did I have for this app any more, might as well just delete it, right?

Well, suddenly, and without reason, the problem was fixed. My 8300 is once again showing in the Home Edition app and I'm able to set and delete recordings with it.

Not sure why this all happened in the first place but I guess I won't question it. If it's working, it's working, and I shouldn't complain. I'll cross my fingers that it never breaks again.

Thanks to all for their support on this issue.

Re: my guide & manage my pvr missing

OLDYELLR
I'm a Senior Advisor

@Mark2000 Which 8300 do you have? I have a SA8300SD and a SA8300HD. The SD PVR does not show up on RAPTV, but the HD does. In fact, I just scheduled the Canadian Grand Prix Qualifying and Race using the web app.


Rogers PayGo. Location: S-W Ontario

Re: my guide & manage my pvr missing

The HD PVR. SA 8300HD

Re: my guide & manage my pvr missing

j314
I'm Here A Lot

Is anyone else able to use the Manage PVR tool on their desktop PC or laptop any more? A little over a week ago I began to be redirected from rogersondemand.com to rogersanyplacetv.com. There's a Recordings tab at the top but when I click it I see the following message:

 

Coming Soon

 
Soon you'll be able to manage your recordings from your desktop and mobile devices. But for now, you can still use the Rogers Anyplace TV Home Edition app to record your favourites.

In Atlantic Canada, you can continue to use Remote PVR Managerapp to manage your recordings.
 
I contacted Rogers, asking them about it and they confirmed that they were working on implementing it on anyplacetv, but wouldn't offer an ETA for it. I don't have (or want) a smartphone and so this is a major annoyance for me. My PVR was switched over to Navigatr on July 18th and since then using it has become excruciating to use, so this tool quickly became essential for me. I told them so and explained that without it I felt I was being forced to seek out other providers, at which point I was shunted over to the retention team, who offered a NB3 to replace my current PVR (which was working fine before the switch to Navigatr). Based on what I've read here about NB3 problems this seemed like a big hassle, especially for something that should be easy to remedy via a software fix (i.e. either improve Navigatr significantly or bring back the Manage PVR tool), so I'm not interested in going down that road.
 
But I'm getting off track. Has anyone heard what's going on with the tool? I'm worried this will wind up being another half year or more of downtime just like in 2015 (well documented in this thread), and if this will be another situation like that one I'm sorely tempted to leave, it just doesn't seem worth the hassle to stay. Any information about this would be greatly appreciated - thanks!

Re: my guide & manage my pvr missing

57
Resident Expert
Resident Expert

@j314 :  This has been the case since October 10th or so.  See the following link:

 

http://communityforums.rogers.com/t5/TV/Manage-PVR-on-Web-is-BROKEN/m-p/404995#M43996

 

The guide should be available if you use the Chrome browser, however, Manage PVR is still listed as "coming soon".

 

The other browsers are also listed as "coming soon", however, there appears to be no word at all on Firefox, which quite a few people still use and more may use again with the speed increase of FF57.  There is no firm ETA on the browsers or Manage PVR from Rogers, so we all sit and wait.  As you mentioned, a while back it took Rogers 5 months to fix an issue with Manage PVR and iOS9, so...

 

So, all of us are forced to Manage our PVRs via the PVR itself, or via the App on a tablet or phone.  Just be sure not to update your iOS (or app) before checking to see if the app (or iOS) are compatible...  I always check various forums before updating my iOS or Apps and wait several weeks...

 

I don't have a smartphone either, but I do have an iPad.   Rogers probably believes that most people have one or the other and may not make "Manage PVR" on a computer a high priority...  I'm a touch typist and I prefer Manage PVR on my computer over using the iPad for this and other reasons.

 

Edit:  While the link above discussed a workaround using an old link, I believe that the "old link workaround" no longer functions for anyone.



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