TiVo Genie Issues.

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#1594503 18-Jul-2016 14:22

mattwnz:

Groucho:

I've just tried logging into Genie remotely via http://genie.mytivo.co.nz and worked fine. I'm using "Wellington" as my region but don't have and never had the Home Networking Package but do have three TiVos linked to the same login. Two belong to my parents and is just easier for them to be activated through me.

Anyone else that doesn't have the HNP having issues? Possibly an issue with accounts using HNP?

Oh, it logs in fine. But have you tried recording something, as that is when the error comes up.?

It is on mine..

Regards,

Old3eyes

GregV

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#1594521 18-Jul-2016 15:02

I've just tried now, and it seems to have gone through without error - just waiting on the 'request status' to update

Groucho

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#1594532 18-Jul-2016 15:28

mattwnz:

Groucho:

I've just tried logging into Genie remotely via http://genie.mytivo.co.nz and worked fine. I'm using "Wellington" as my region but don't have and never had the Home Networking Package but do have three TiVos linked to the same login. Two belong to my parents and is just easier for them to be activated through me.

Anyone else that doesn't have the HNP having issues? Possibly an issue with accounts using HNP?

Oh, it logs in fine. But have you tried recording something, as that is when the error comes up.?

Ahh sorry assumed it was the logging in at fault. I've just been in and set a couple of random one-off programmes to record in the middle of tomorrow afternoon which appears to have gone through fine. As per GregV just waiting on the 'Request Status' to update.

clive100

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#1594584 18-Jul-2016 16:38

I now have had three different faults with TiVo Genie.

The first one was TiVo genie stopped sending confirmation or conflict emails back to me but the remote scheduling was still received by TiVos & actioned accordingly.

Next problem the TiVo Genie website would not send scheduled recordings to 2 of the 3 TiVos on MyTiVo account.

Genie website would come up with .... "ERROR OCURRED. Problem with the output. see errorlog" in a little black box on top left of the TiVo Genie web page.

The third TiVo used to receive & action the scheduled recording.

Now I find that even if a scheduled recording appears to be sent without error from the site it doesn't appear to be sent as it is not received by the TiVo.

All these faults although appeared at different times they all from memory started some time after merging another account with the HNP MAK into my account.

Groucho

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#1595049 19-Jul-2016 14:22

clive100:

I now have had three different faults with TiVo Genie.

The first one was TiVo genie stopped sending confirmation or conflict emails back to me but the remote scheduling was still received by TiVos & actioned accordingly.

Next problem the TiVo Genie website would not send scheduled recordings to 2 of the 3 TiVos on MyTiVo account.

Genie website would come up with .... "ERROR OCURRED. Problem with the output. see errorlog" in a little black box on top left of the TiVo Genie web page.

The third TiVo used to receive & action the scheduled recording.

Now I find that even if a scheduled recording appears to be sent without error from the site it doesn't appear to be sent as it is not received by the TiVo.

All these faults although appeared at different times they all from memory started some time after merging another account with the HNP MAK into my account.

I've just checked my account and the two random programmes I set yesterday afternoon as a test each show as conflicted but it didn't email me to say as it would have normally done. I did check before I left home this morning and nothing had been pushed through to the TiVo as at 7:30am which it checked itself nor half an hour later when I manually ran the update.

Have just submitted a single recording for tomorrow when I know nothing will be recording and will report back. I have a sinking feeling it will fail having read Clive's feedback.

clive100

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#1595058 19-Jul-2016 14:33

Thanks Groucho. I am interested to here the result of your test but I'm sure I already know the outcome.

Seems it may not just be TiVos using the HNP. If you do have a problem I would appreciate it if you would advise TiVo support as I have so we might get things sorted.

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mattwnz

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#1595098 19-Jul-2016 15:22

Groucho:

clive100:

I now have had three different faults with TiVo Genie.

The first one was TiVo genie stopped sending confirmation or conflict emails back to me but the remote scheduling was still received by TiVos & actioned accordingly.

Next problem the TiVo Genie website would not send scheduled recordings to 2 of the 3 TiVos on MyTiVo account.

Genie website would come up with .... "ERROR OCURRED. Problem with the output. see errorlog" in a little black box on top left of the TiVo Genie web page.

The third TiVo used to receive & action the scheduled recording.

Now I find that even if a scheduled recording appears to be sent without error from the site it doesn't appear to be sent as it is not received by the TiVo.

All these faults although appeared at different times they all from memory started some time after merging another account with the HNP MAK into my account.

I've just checked my account and the two random programmes I set yesterday afternoon as a test each show as conflicted but it didn't email me to say as it would have normally done. I did check before I left home this morning and nothing had been pushed through to the TiVo as at 7:30am which it checked itself nor half an hour later when I manually ran the update.

Have just submitted a single recording for tomorrow when I know nothing will be recording and will report back. I have a sinking feeling it will fail having read Clive's feedback.

Thanks for testing it. At the very least it is flaky at the moment and can't be relied upon. Hybrid Dan who used to be on here hasn't posted in over a year, so I wonder if he still works for them. Has anyone PM'd him?

Groucho

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#1595124 19-Jul-2016 16:21

clive100:

Thanks Groucho. I am interested to here the result of your test but I'm sure I already know the outcome.

Seems it may not just be TiVos using the HNP. If you do have a problem I would appreciate it if you would advise TiVo support as I have so we might get things sorted.

...and the remote Request Status has a conflict with no email notification. Haven't sighted what's actually happened on the device yet but will give it the benefit of the doubt till I check in the interests of accuracy and email them in the morning.

@clive100 - do you have a ticket number with your TiVo support submission and if so do you think it's worthwhile me quoting it and adding my experience?

clive100

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#1595141 19-Jul-2016 16:56

Any help would be greatly appreciated. I'm sure this is a wide spread problem but people are just accepting it instead of seeking support.

Two reference No.s below...

Still awaiting a reply on this Latest request for assistance Ref No... Re: [Enquiry ID #CUA-91834-547] TiVo Genie

This is an earlier one which is now unanswered from the 17th of last month... Re: [Enquiry ID #BDG-66753-518] TiVo Genie Remote Scheduling

mattwnz

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#1595198 19-Jul-2016 18:34

clive100:

Any help would be greatly appreciated. I'm sure this is a wide spread problem but people are just accepting it instead of seeking support.

Two reference No.s below...

Still awaiting a reply on this Latest request for assistance Ref No... Re: [Enquiry ID #CUA-91834-547] TiVo Genie

This is an earlier one which is now unanswered from the 17th of last month... Re: [Enquiry ID #BDG-66753-518] TiVo Genie Remote Scheduling

Have you had any reply recently though? Wondering if they no longer have the staff to handle support. Bombarding them with emails isn't necessarily going to help, if they are already aware of the problem. ALl that will do is put their CSR under stress. You would get more of an effect phoning them and asking for it to be escalated.

clive100

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#1595234 19-Jul-2016 19:28

I think "bombarding them" is an overstatement. I have had occasion to contact them initially months ago on the first issue I noted. Then just more recently as the fault(s) escalated. Hence two Reference No.s in the last few months. No bombarding but just follow up inquiries on progress as I hadn't heard back for weeks.

The Last time I spoke to NZ TiVo support on the 0800 number it was answered by Spark... eventually that is after being on hold for over 2 hours & then was told I had been transferred to the wrong support line. Next time I tried I was told Spark no longer supports TiVo & when I finally got someone on the line who found their "TiVo manual" screen told me to unplug the TiVo and leave it for 6 hours & then plug it back in & try again. If it didn't fix the (any) problem then buy another one off Trademe. That was the scope of their knowledge on hardware issues.

The TiVo Website I believe is administered from Australia by Hybrid Television Services (ANZ) Pty Limited & the email address for NZ TiVo support now goes directly there. They are responsible for sorting Website issues and if not able to then escalating the problem to the States for assistance.

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Groucho

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#1595505 20-Jul-2016 10:48

clive100:

Any help would be greatly appreciated. I'm sure this is a wide spread problem but people are just accepting it instead of seeking support.

Two reference No.s below...

Still awaiting a reply on this Latest request for assistance Ref No... Re: [Enquiry ID #CUA-91834-547] TiVo Genie

This is an earlier one which is now unanswered from the 17th of last month... Re: [Enquiry ID #BDG-66753-518] TiVo Genie Remote Scheduling

So my test remote recording I set yesterday failed to apply. Shock me! I've just submitted my specific findings and have added your enquiry ID's in the hopes they're able to build a wider picture and hopefully resolve it.

Naturally will keep you in the loop as to how that goes though based on your comments and subsequent posts I'm not getting too excited.

clive100

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#1595510 20-Jul-2016 10:56

Well if you cross your fingers & I cross mine ! ... Well we live in hope.

clive100

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#1595712 20-Jul-2016 16:24

Just received some info back from TiVo support....

"Apologies that this issue has not yet been resolved.

This problem does not appear to be effecting all TiVo accounts in New Zealand so our technicians are looking at why TiVo Genie record commands are not being recognised by two of your TiVos.

There is a widespread issue with TiVo Genie confirmation emails not being sent for both Australian and New Zealand TiVo account, this is also being looked at by TiVo technicians in the US.

We have been running some tests here in the office to help identify where this error may exist."

This is at last an acknowledgement of part of the problem although we are now aware the TiVo's not receiving the Genie recording schedule is not limited to just myself.

Groucho

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#1595719 20-Jul-2016 16:32

clive100:

Just received some info back from TiVo support....

"Apologies that this issue has not yet been resolved.

This problem does not appear to be effecting all TiVo accounts in New Zealand so our technicians are looking at why TiVo Genie record commands are not being recognised by two of your TiVos.

There is a widespread issue with TiVo Genie confirmation emails not being sent for both Australian and New Zealand TiVo account, this is also being looked at by TiVo technicians in the US.

We have been running some tests here in the office to help identify where this error may exist."

This is at last an acknowledgement of part of the problem although we are now aware the TiVo's not receiving the Genie recording schedule is not limited to just myself.

Thanks. I have technical as well as tech support background so can appreciate their side of things. If it's intermittent or as it sounds only affecting some and not all accounts it can be quite hard to isolate. My gut says as there's a known widespread issue with the confirmation emails it might be related somehow.

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