System Refresh Failure

[schmidtp]

Well, not failure. It has been a very long time that System Refresh has not worked. I have waited on the phone but gave up.

I had a tech here once and he pushed buttons on my remoite and it went into system refresh (not the A button, or in settings or help)

What is the combinations of buttons to get system refresh (not Restart).

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@mascf1  Do you see this overlapping text in any of the other Guide views or just with Favourites?

Also, what other models of set-top box do you have?  Do you only see this on your XiOne?

It looks like one of the strings being displayed in that slot is "Watch the latest from HBO on demand".  This is something that Rogers would be adding to their Guide data.  It might even be a string from one of the "ads" that that they insert between some channels in the "All Channels" view.

What specific channels do you have in your list of Favourite channels?  I can try to replicate what you are seeing.  To me, it looks like a software bug on the set-top box.  I honestly can't see why a system refresh would clear this condition... but it also depends on how/why that string is getting added to the Guide data in the first place.

[mascf1]

I only have the XiOne, my previous box was the Xi6-T.  I've only ever experienced the overlapping text on the guide for channel 27 on the XiOne and no other channels in the guide are affected.  Every time it reoccurs I have to call support and have them reset the TV box and that fixes it for a couple of days.  It doesn't matter what the view is and it only affects channel 27.

[Makhsc]

I get this same error message when I try to do a system refresh. It will not work. I’ve done everything the Roger’s tech has posted in this thread and more! I’ve had an on-site tech here twice. They’ve replaced my modem and my set top box, they’ve run tests and tried to fix things and I’m still having issues. The last guy that was here said he wanted to do a system refresh, but it wouldn’t work for him either. He just started a ticket for me, but nobody ever followed up or contacted me with a resolution. My issue is there is some sort of deep error with network connection… my internet/wifi is working… clearly it’s working if my ignite tv is working, but I cannot access Netflix or Apple TV on my ignite box. The error code comes up as a network connection error. I have had to endure all of the steps and hurdles that the support group put you through each and every time I’ve called Rogers. It is now a waste of time to call them and I’m resolved to having to stream shows on my tiny phone screen as my only option. This has been going on since June and I have no hope that it will ever be resolved. I have tried numerous times to do a system refresh to no avail, I’m not sure that would fix it, but it seems odd I cannot even perform the function. I have done a “reset Netflix” function numerous times and it still shows the error code for no network connection (wanted to put this in here in case any Roger’s tech suggests it… I’ve done EVERY SINGLE ONE OF THE SCRIPTED/STEP-BY-STEP TROUBLESHOOTING CHECKS. Nothing has worked and I don’t know if I have the patience to go through it all again if/when I call the support department again.

Sincerely,
Frustrated and ignored in NB

[mascf1]

All smart TV’s have the streaming apps on them, you don’t need to use the Rogers Ignite box to access them. Worst case buy an Amazon Firestick for streaming. I watch Netflix and Prime using the apps on my TV.

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My parents also have an XiOne and they watch channel 27 (W) all the time.  I have never seen this particular glitch at their house, nor have I been able to replicate this on my XiOne or see it on any channel in the Guide at my house either.

I still think that the overlapping text in your Guide is a software bug but I have no idea what could trigger it.  I am also stumped as to why a system refresh would fix this problem, even temporarily.  Did you ever unsubscribe (or lose) a channel that you had marked as a Favourite?

As for System Refresh in general, when this thread got created, something was definitely b0rked on Rogers' side because it was broken for me too... and now it works fine.  I also don't know what caused System Refresh to break or what would cause it to fail for some people but work fine for others.  

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@mascf1 wrote:

I only have the XiOne, my previous box was the Xi6-T.  I've only ever experienced the overlapping text on the guide for channel 27 on the XiOne and no other channels in the guide are affected.  Every time it reoccurs I have to call support and have them reset the TV box and that fixes it for a couple of days.  It doesn't matter what the view is and it only affects channel 27.

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FYI, I can confirm the issue with overlapping text.  I saw it this afternoon on channel 22 (Weather Network) on an XiOne STB.  It also reproduced at the same time on an Xi6-T set-top box.  It's not due to a defective box; just how the boxes processed and rendered the Guide data they they received.  The "problem" also went away on its own a short time later -- no System Refresh or any other actions required.