Good morning @schmidtp!
Is there any reason in particular that you're looking to do a system refresh? What sort of issues are you experiencing with your services? Please let us know.
Regards,
RogersCorey
Hi @schmidtp,
Thank you for your reply. Could you tell us more about the issues you're experiencing?
From your Ignite Entertainment box you can try a System Refresh – which is a multi-check, self-help tool that can fix common issues.
- Press the A button (triangle button) on your voice remote to open the help menu.
- If your voice remote doesn’t have an A (triangle) button, you can also access the Help menu with the voice command “Help”.
- Under Troubleshooting, select System Refresh.
- Select Refresh Now.
- Once the System Refresh is in progress, don’t unplug or turn off any of your Ignite Entertainment boxes. They will automatically reboot during this process.
- Once the System Refresh has completed, and your Ignite Entertainment box is back up, try the app once again.
Keep in Mind: Doing a System Refresh may reboot all Ignite Entertainment boxes automatically and your service and recordings will be interrupted for up to 10-20 minutes. So, you may only want to complete this step when it’s most convenient. Also, make sure not to unplug the Ignite Entertainment boxes while the System Refresh is in progress.
Hope this helps!
RogersMaude
For the past few months, if I try to do a "Restart your Gateway" using the Home Connect app, I get a message about the restart, however, if I click the "got it" icon that comes up on screen, I receive a message "We're having trouble with that, please try again later" with a "Try Again" icon.
Despite the above error message, you can see the gateway rebooting and if you turn on your boxes, you will also see a "refresh" taking place there.
So, although the restart/refresh is taking place, the message on the app is totally incorrect. It should say "this restart will take 12 minutes" or something like that, but for the past few months, that has not been the case for me and I have the latest version of the Home Connect App.
So, although restarts/refreshes are being done, the feedback from the system is incorrect. The refresh will also take place if you don't click on "got it" near the start of the refresh process...
@CommunityHelps : Please correct this process so we get the correct message instead of an error message.
1. Have you tried using the Home Connect app to restart the gateway/modem, which usually refreshes everything - as I outlined in my most recent post in this thread?
2. Normally there will be a pattern of lights on the modem/gateway that confirms the restart. For example, my XB7 gateway is usually white when operating properly, but the light changes to Orange, then green, then back to white during the restart procedure, which can also be initiated by unplugging the modem/gateway for a few seconds, then plug it back in.
It's also possible to simply unplug/replug the TV box(es) and have them reboot on their own, but don't do this while doing the restart procedure for the gateway/modem.
The procedure usually takes from 5-12 minutes.
If you would kindly provide us some actual details on the issues you're experiencing @schmidtp, we'll be able to tell you if a System Refresh is even necessary.
A System Refresh is typically only necessary in circumstances where you're unable to view content that you're subscribed to. For instance, you're getting an error message that you need to subscribe to a channel that you currently subscribe to.
Regards,
RogersCorey
@schmidtp : You didn't answer my question 1 in my previous post.. Have you used the Home Connect App to restart the Gateway/modem. Home page, scroll down to Restart Gateway. This will perform a complete system refresh as you can see the modem lights go through their sequence and if you turn on a box/TV, you'll see a message that a refresh (or similar) is taking place for the box(es).
That's the best you can do to solve any "normal" issues. If you have other issues that are not solved by the above procedure, then you'll need to contact Rogers. I'm not sure why the particular channel is not going "into" your favourites list. Which channel/number is it?
If you unplug a device, that device is rebooted, nothing else. By utilizing the app, it reboots and resets all the devices in your home.
Again, you didn't state the name/number of the "problem" channel.
@schmidtp wrote: The complaint is the System Refresh comes up with the message ""System Refresh service isn't working at the moment. Please give us a few minutes and try again.or try a restart. If you are still having a problem issue please cal l1-888-Rogers1"
I get the same message as you with the box and, unlike the error message when using the the app (as I posted earlier), nothing happens when done with the TV box, it just goes back to the "Help - Tools" screen.
Perhaps a PM to @CommunityHelps will get the issue fixed...
I get the same error message when trying to initiate a system refresh from the TV box and have to call support to do it from their end. My XiOne box keeps messing up the channel guide display with overlapping text on Channel 27 and the box keeps defaulting back to Free to Me instead of staying on Favorites. Never had these problems with the Xi6-T box.
A refresh from Rogers side fixes the guide display issue temporarily and it then the overlapping text issue comes back a couple of days later and I have to call support again!
@mascf1 wrote:
I get the same error message when trying to initiate a system refresh from the TV box and have to call support to do it from their end. My XiOne box keeps messing up the channel guide display with overlapping text on Channel 27 and the box keeps defaulting back to Free to Me instead of staying on Favorites. Never had these problems with the Xi6-T box.
Try changing your default Guide view by going to "Settings / Preferences / General / Default Guide View".
If you try to do this using multiple presses of the Guide button, the change may not stick.
The Mods have not yet approved the image that you uploaded so I cannot confirm the problem that you are seeing. I have both the XiOne and Xi6-T set-top boxes. Can't say that I noticed anything strange lately but also keep in mind that the different variants of the Ignite set-top boxes are based on totally different hardware, with different underlying software. The STB's UI is rendered using web technologies so it's possible that the XiOne may be processing and rendering the Guide metadata differently than the Xi6-A or the Xi6-T
A refresh from Rogers side fixes the guide display issue temporarily and it then the overlapping text issue comes back a couple of days later and I have to call support again!
The System Refresh function is not very well documented but my understanding is that this triggers some housekeeping in the back end, to bring the various Ignite services into sync with your account entitlements. It may fix problems such as you seeing a different channel lineup on your set-top box and mobile app, or some other strange inexplicable inconsistencies. However, System Refresh is not something that you should ever need to do on a regular basis. Most Ignite TV problems (e.g. slow channel changes, problems playing recordings, etc.) can normally be resolved by first restarting your Ignite Gateway (to fix network connectivity-related issues) and then restarting your Ignite set-top boxes.
If an Ignite set-top box is behaving strangely, it could be due to a buggy software update or potentially due to a hardware failure.
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